Gemma Communications Implements Teleopti WFM to Significantly Improve Operational Efficiency

Gemma Communications, a leading, PCI compliant contact center in Canada specializing in inbound and outbound services has chosen Teleopti WFM to help optimize scheduling, forecasting and agent communication. 

The longstanding partnership, resting on a common flexible approach to IT, between Gemma Communications and TantaComm, industry-leading vendor of contact-center solutions, has formed the foundation for this implementation.

“The open architecture of the Teleopti WFM software was a prerequisite for creating the optimal solution for Gemma”, says Tom Nowinski, SR Dir. Enterprise Sales at TantaComm. “Being a BPO, Gemma frequently needs to get information into–or out of–the applications, e.g. integrations with payroll systems or reporting engines.”

With the new solution Gemma will move from an internally developed scheduling and forecasting tool and methodology to a more formalized and automated operation, enabling a significant increase in efficiency and rapid ROI, all benefits that will be passed on to their employees and clients.

“We anticipate an increase in agent engagement and customer satisfaction along with significant lift in operating efficiencies and business performance”, says Andy Tsalkos, Chief Client Officer at Gemma Communications.

Major reasons to choose Teleopti WFM:

• the breadth and depth of the Teleopti WFM solution
• Teleopti’s history of developing software with the agent in mind
• the ability to handle strict Euro business rules, yet not compromising profitability
• the ease-of-use and pragmatic approach, for example schedules being pushed from clients in form of excel documents
• gamification being part of the base offering

“Along with our extensive experience, Gemma boasts best-in-class technology to provide our client’s with the latest and most effective tools to reach their customers and promote their brands – all while providing superior service delivery, security and data protection”, says Jean-Marc Cheong, Chief Technology Officer at Gemma Communications. “Technology is the foundation of everything we do for our clients, therefore we’re very excited to work with Teleopti as our Workforce Management partner.”

“We are delighted to work with TantaComm and Gemma Communications on this project especially since we celebrate that Gemma is the 100th customer using our latest version. Being two rapidly growing organisations we quickly found a common ground and understanding on how we can support Gemma going forward” says David Påhlman, president of Teleopti Inc. “I am confident that Gemma will reap the benefits in terms of cost-savings and improved agent performance through gamification and greater adherence.”

About Gemma Communication
Gemma Communications is a leading Canadian-owned contact centre business that has been serving clients since 1999. We provide inbound and outbound sales, as well as many other services, to some of the best-known companies in Canada and the world.

At Gemma, we understand the trust our clients place in our work and accept our responsibility to act on behalf of our clients as ambassadors of their brand. It is our unwavering dedication to understanding and representing our clients that sets us apart from the competition.
Our team draws on its extensive and diverse industry experience to deliver forward-thinking and innovative solutions that get results, support an exceptional level of customer service and add value to our clients’ businesses. Find out more: www.gemmacom.com

About TantaComm
The Right Solution Starts With a Better Partner.

Unlike anyone else in the industry, we design, build and deliver industry-leading workforce optimization tools created for the specific, unique demands of each individual customer. Our customer focus is unwavering and our commitment to becoming the most responsive partner you can find is our mission. Everything we do is focused on what matters to you. That’s the TantaComm promise. Find out more: www.tantacomm.com

About Teleopti WFM
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling.

Founded in 1992, Swedish-established Teleopti has customers in over 75 countries, offices in Stockholm, Oslo, Helsinki, London, Duisburg, Moscow, Istanbul, Dubai, Beijing, Shenzhen, Kuala Lumpur, New York, Atlanta, Denver, Saõ Paolo – and a comprehensive global network of partners. With a record of continuous net profitability for over 20 years and with high customer satisfaction ratings, Teleopti serves as a reliable partner. Find out more: www.teleopti.com

For more information, contact:

Teleopti WFM: David Påhlman, President Teleopti Inc.
Phone: +1 (917) 853 1173
Email: david.pahlman@teleopti.com

Media contact: Camilla Arneving, Head of Marketing
Phone: +46 72 222 81 04
Email: camilla.arneving@teleopti.com

Web: www.teleopti.com
Info: info@teleopti.com

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