Stockley Park, London, May 14, 2003 - Aspect Communications, the leading provider of enterprise customer contact solutions, and Performix Technologies, a leading provider of performance management solutions, today announced the integration of Performix Technologies’ Emvolve Performance Manager and the Aspect® Customer DataMart.
The Aspect and Performix integration helps businesses address the challenges of managing large contact centre operations for optimal performance. The combined solution lets businesses identify areas for improvement in the daily performance of each employee and sustain ongoing improvement through appraisals, development plans and reward and recognition programs.
The challenge for companies is to ensure that employees’ goals are aligned with business objectives and then provide a mechanism for continuous feedback to employees on how they are performing against the expectations set. The larger the contact centre, the bigger the challenge. The Aspect and Performix solution integrates a wide range of contact centre data with an enterprise performance management application to let companies provide quick and continuous feedback. The combined solution can be implemented rapidly and maintained easily because there is no need to build and re-build data links. The Aspect Customer DataMart is a standards-based solution that is maintained and supported by a contact centre leader and is designed to enable applications like Performix’s high-end Emvolve to quickly access a wide range of data on demand.
“Contact centres using the joint solution will be able to drive performance from the bottom up and focus all employees on what needs to be done to hit business targets,” said Cathal McGloin, chief executive officer of Performix Technologies. “That is a tremendous challenge when you consider that many contact centres have hundreds to thousands of employees who are geographically dispersed.”
The Aspect and Performix integration enables a new approach to improving the performance of contact centres and their staff. Aspect Customer DataMart consolidates performance data from numerous applications operating in single- or multiple-site contact centres using communications channels varying from the telephone to e-mail and the Web. Performix Technologies’ Emvolve Performance Manager matches the data to service representatives’ goals, which have been aligned with business objectives, and provides continuous feedback on performance to all employees across the contact centre. This drives employee performance and productivity, which results in improved business results.
Studies show that when contact centre employees are given clear goals and targets, given continuous feedback on their performance and coached and developed to perform better, they are more satisfied in their jobs. The net results are increased customer satisfaction and improved overall business performance. The Radclyffe Group, a premiere customer interaction engineering firm, surveyed 400 contact centre employees at 16 different companies for its report, “The True Face of Business: How Employee Satisfaction and Contact Center Culture Impact the Bottom Line.” The study found employees are eager to deliver quality service but often lack timely information on how well they are doing. According to the study, only 46 percent of contact centre employees are kept up-to-date with information about their performance and its impact on customer satisfaction.
“The contact centre is a source of tremendous information that can be used to point a business in the right direction. The key is to bring it all together for an enterprise view and then break it down and act on it for profitability. Through this alliance, Aspect and Performix Technologies are offering the means of accomplishing this in a manageable, systematic and objective way,” said Simon Lonsdale, Aspect’s vice president of technology alliances.
About Performix Technologies
Performix Technologies is a leading provider of performance management software that increases profitability through improved employee performance. Performix Technologies targets Fortune 5000 companies in the telecommunications, financial services, travel and tourism, and outsourcing industries. The company is headquartered in Burlington, Mass. For more information on Performix Technologies and its flagship product, Emvolve Performance Manager, visit www.performixtechnologies.com or call +1 781 238 3500.
About Aspect Communications
Aspect Communications Corporation is the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue. Aspect is a trusted mission-critical partner with more than two-thirds of the Fortune 50, daily managing more than 3 million customer sales and service professionals worldwide. Aspect is the only company that provides the mission-critical software platform, development environment and applications that seamlessly integrate voice-over-IP, traditional telephony, e-mail, voicemail, Web, fax and wireless business communications, while guaranteeing investment protection in a company’s front-office, back-office, Internet and telephony infrastructures. Aspect’s leadership in business communications solutions is based on more than 17 years of experience and more than 8,000 implementations deployed worldwide. The company is headquartered in San Jose, California, with of
fices around the world as well as an extensive global network of systems integrators, independent software vendors and distribution partners. Aspect's UK offices are in Stockley Park, Uxbridge, Middlesex and can be reached on 0800 ASPECT (i.e. 0800 277328). www.aspect.com
Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve Aspect’s forecasts, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements, which are based on information available to Aspect at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the uncertainty of demand for Aspect products; the anticipated customer benefits from Aspect products; increased competition and technological changes in the markets in which Aspect competes; Aspect’s abilities to manage growth; intense competition for qualified employees; and other risks detailed from time to time
in the company’s filings with the Securities and Exchange Commission, including Aspect’s annual report on Form 10-K and Aspect’s quarterly reports on Form 10-Q. Aspect assumes no obligation to update information concerning its expectations.
Aspect, the Aspect logo and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.
For further information please contact:
+44 (0)20 8589 1037
Tel: +44 (0)208 744 9168
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