gem is a Belfast-based provider of multi-channel, multi-lingual contact centre services. The Countryside Agency (tCA) was formed in 1999 as a precursor to the English Countryside and Right of Way (CRoW) Act. IBM invited gem to be their contact centre partner. The complex nature of tCA's services was the key to software selection. From a business process perspective, gem wanted to allow continual reuse of solutions to address a changing environment. There was also the need for powerful integration to allow for several IBM systems that had yet to be developed. With all this in mind, gem invited Graham Technology to act as their technology partner in the venture, "based on their reputation and results in the marketplace".
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