Welcome!

Linux Containers Authors: Elizabeth White, Pat Romanski, Liz McMillan, Yeshim Deniz, Amit Gupta

News Feed Item

Qmatic and GMT Announce New Partnership to Improve the Customer Experience in the Branch

The sales, marketing and technology partnership will provide a holistic view of branch service delivery and operational efficiency.

GOTHENBURG, Sweden and ATLANTA, March 22, 2011 /PRNewswire/ -- Qmatic, world leader in Customer Flow Management (CFM) and GMT Corporation, a global industry leader in enterprise workforce management and performance optimization, today announced a partnership that will provide a holistic view of service delivery and efficiency in face-to-face service environments. This partnership will improve the customer experience in bank branches, hospitals, retail outlets and governmental departments that provide face-to-face service.

No more rear-view-mirror approach

Historically, improving branch service effectiveness was largely a rear-view mirror exercise, analyzing prior events in an attempt to improve future service delivery. Store staffing was an exercise largely based on the number of transactions conducted and not necessarily grounded in the actual number of visitors to a branch. Customers who waited in a queue longer than they desired would sometimes abandon the queue, which meant the total number of visitors to a branch - as opposed to those who remained to conduct a transaction - were not factored into the branch's capacity model or staffing plan. The result is underserved customers, poor customer service and declining customer satisfaction.

The innovative combination of Qmatic's Customer Flow Management and GMT's workforce optimization solutions will provide organizations with real time visibility into branch office efficiency, including staffing, queue wait times and branch traffic. This will enable organizations to make rapid adjustments to ensure its sales and service targets are consistently met. The result is improved branch sales and service performance and superior customer service.

"The partnership with GMT offers new opportunities as well as better service for our clients and their customers. CFM enables branch managers to meet centrally set targets with regards to waiting times and service times. The joint offering with GMT takes CFM to new levels. It will enable our clients to better optimize and utilize their personnel resources, whilst having a complete and holistic overview of their service situation throughout a whole network of branches simultaneously," said Michael Hallen, Chief Executive Officer of Qmatic Group.

Direct effect on the bottom line

"The quality and effectiveness of branch service delivery is directly proportional to the number of skilled staff available to meet the expected customer demand in the branch," explained Simon Angove, Chief Executive Officer of GMT. "GMT's partnership with Qmatic is a new approach that delivers real time service intelligence to branch and regional managers to help them provide better service to their customers when it's needed most. The result is a more effective store operation and more satisfied customers. For example, in today's intensely competitive banking market, satisfied customers have a direct effect on the bottom line."

About Qmatic

Qmatic is the inventor of Customer Flow Management (CFM) and is also the world's largest queue management company. CFM is a methodology for managing customer flow and experience from initial contact through service delivery. Qmatic operates in 122 countries and has 51,800 installations worldwide in the finance, retail, travel, healthcare and public sectors.

A Qmatic system is used, somewhere in the world, 1.8 billion times every year. That equals more than a quarter of the world's population passing through a Qmatic system each year.

Qmatic's systems and the CFM methodology help organisations meet centrally set targets, increase productivity and overall efficiency as well as improving customer and staff experiences.

For more information, please visit www.qmatic.com.

About GMT

GMT Corp. is a leading provider of workforce management and performance optimization solutions enabling companies to improve customer service and sales while decreasing labor expenses. Deployed in contact centers, branch offices or back office departments, GMT's products combine precision forecasting and intelligent scheduling with analytics and performance management tools to deliver a rapid return-on-investment. Products include GMT Planet®, its flagship workforce optimization solution; GMT On-Demand(TM), its SaaS workforce optimization solution; and SureServices, an award-winning client care methodology. Financial institutions benefitting from GMT's solutions include BB&T, South Carolina Bank and Trust, Elevations Credit Union, American Eagle Federal Credit Union, Mechanics Bank and Bank of the West. The company is privately-held with headquarters in Atlanta and offices in the U.K. and Australia.

For more information, visit www.gmt.com.

Follow GMT on Twitter: www.twitter.com/gmtcorporation.

For a complete listing of GMT news, please visit http://www.gmt.com/news-main.

SOURCE Qmatic

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
"Akvelon is a software development company and we also provide consultancy services to folks who are looking to scale or accelerate their engineering roadmaps," explained Jeremiah Mothersell, Marketing Manager at Akvelon, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
DXWorldEXPO LLC, the producer of the world's most influential technology conferences and trade shows has announced the 22nd International CloudEXPO | DXWorldEXPO "Early Bird Registration" is now open. Register for Full Conference "Gold Pass" ▸ Here (Expo Hall ▸ Here)
More and more brands have jumped on the IoT bandwagon. We have an excess of wearables – activity trackers, smartwatches, smart glasses and sneakers, and more that track seemingly endless datapoints. However, most consumers have no idea what “IoT” means. Creating more wearables that track data shouldn't be the aim of brands; delivering meaningful, tangible relevance to their users should be. We're in a period in which the IoT pendulum is still swinging. Initially, it swung toward "smart for smart...
IoT is rapidly becoming mainstream as more and more investments are made into the platforms and technology. As this movement continues to expand and gain momentum it creates a massive wall of noise that can be difficult to sift through. Unfortunately, this inevitably makes IoT less approachable for people to get started with and can hamper efforts to integrate this key technology into your own portfolio. There are so many connected products already in place today with many hundreds more on the h...
Here are the Top 20 Twitter Influencers of the month as determined by the Kcore algorithm, in a range of current topics of interest from #IoT to #DeepLearning. To run a real-time search of a given term in our website and see the current top influencers, click on the topic name. Among the top 20 IoT influencers, ThingsEXPO ranked #14 and CloudEXPO ranked #17.
Join IBM November 1 at 21st Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA, and learn how IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Cognitive analysis impacts today’s systems with unparalleled ability that were previously available only to manned, back-end operations. Thanks to cloud processing, IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Imagine a robot vacuum that becomes your personal assistant tha...
As data explodes in quantity, importance and from new sources, the need for managing and protecting data residing across physical, virtual, and cloud environments grow with it. Managing data includes protecting it, indexing and classifying it for true, long-term management, compliance and E-Discovery. Commvault can ensure this with a single pane of glass solution – whether in a private cloud, a Service Provider delivered public cloud or a hybrid cloud environment – across the heterogeneous enter...
The Jevons Paradox suggests that when technological advances increase efficiency of a resource, it results in an overall increase in consumption. Writing on the increased use of coal as a result of technological improvements, 19th-century economist William Stanley Jevons found that these improvements led to the development of new ways to utilize coal. In his session at 19th Cloud Expo, Mark Thiele, Chief Strategy Officer for Apcera, compared the Jevons Paradox to modern-day enterprise IT, examin...
Major trends and emerging technologies – from virtual reality and IoT, to Big Data and algorithms – are helping organizations innovate in the digital era. However, to create real business value, IT must think beyond the ‘what’ of digital transformation to the ‘how’ to harness emerging trends, innovation and disruption. Architecture is the key that underpins and ties all these efforts together. In the digital age, it’s important to invest in architecture, extend the enterprise footprint to the cl...
DXWorldEXPO LLC announced today that All in Mobile, a mobile app development company from Poland, will exhibit at the 22nd International CloudEXPO | DXWorldEXPO. All In Mobile is a mobile app development company from Poland. Since 2014, they maintain passion for developing mobile applications for enterprises and startups worldwide.
DXWorldEXPO LLC announced today that ICC-USA, a computer systems integrator and server manufacturing company focused on developing products and product appliances, will exhibit at the 22nd International CloudEXPO | DXWorldEXPO. DXWordEXPO New York 2018, colocated with CloudEXPO New York 2018 will be held November 11-13, 2018, in New York City. ICC is a computer systems integrator and server manufacturing company focused on developing products and product appliances to meet a wide range of ...
In an era of historic innovation fueled by unprecedented access to data and technology, the low cost and risk of entering new markets has leveled the playing field for business. Today, any ambitious innovator can easily introduce a new application or product that can reinvent business models and transform the client experience. In their Day 2 Keynote at 19th Cloud Expo, Mercer Rowe, IBM Vice President of Strategic Alliances, and Raejeanne Skillern, Intel Vice President of Data Center Group and ...
"We are a well-established player in the application life cycle management market and we also have a very strong version control product," stated Flint Brenton, CEO of CollabNet,, in this SYS-CON.tv interview at 18th Cloud Expo at the Javits Center in New York City, NY.
In his session at @ThingsExpo, Arvind Radhakrishnen discussed how IoT offers new business models in banking and financial services organizations with the capability to revolutionize products, payments, channels, business processes and asset management built on strong architectural foundation. The following topics were covered: How IoT stands to impact various business parameters including customer experience, cost and risk management within BFS organizations.
While the focus and objectives of IoT initiatives are many and diverse, they all share a few common attributes, and one of those is the network. Commonly, that network includes the Internet, over which there isn't any real control for performance and availability. Or is there? The current state of the art for Big Data analytics, as applied to network telemetry, offers new opportunities for improving and assuring operational integrity. In his session at @ThingsExpo, Jim Frey, Vice President of S...
With the introduction of IoT and Smart Living in every aspect of our lives, one question has become relevant: What are the security implications? To answer this, first we have to look and explore the security models of the technologies that IoT is founded upon. In his session at @ThingsExpo, Nevi Kaja, a Research Engineer at Ford Motor Company, discussed some of the security challenges of the IoT infrastructure and related how these aspects impact Smart Living. The material was delivered interac...
Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settlement products to hedge funds and investment banks. After, he co-founded a revenue cycle management company where he learned about Bitcoin and eventually Ethereal. Andrew's role at ConsenSys Enterprise is a mul...
Amazon started as an online bookseller 20 years ago. Since then, it has evolved into a technology juggernaut that has disrupted multiple markets and industries and touches many aspects of our lives. It is a relentless technology and business model innovator driving disruption throughout numerous ecosystems. Amazon’s AWS revenues alone are approaching $16B a year making it one of the largest IT companies in the world. With dominant offerings in Cloud, IoT, eCommerce, Big Data, AI, Digital Assista...
The Founder of NostaLab and a member of the Google Health Advisory Board, John is a unique combination of strategic thinker, marketer and entrepreneur. His career was built on the "science of advertising" combining strategy, creativity and marketing for industry-leading results. Combined with his ability to communicate complicated scientific concepts in a way that consumers and scientists alike can appreciate, John is a sought-after speaker for conferences on the forefront of healthcare science,...
In his session at Cloud Expo, Alan Winters, U.S. Head of Business Development at MobiDev, presented a success story of an entrepreneur who has both suffered through and benefited from offshore development across multiple businesses: The smart choice, or how to select the right offshore development partner Warning signs, or how to minimize chances of making the wrong choice Collaboration, or how to establish the most effective work processes Budget control, or how to maximize project result...