Aspect Communications Corporation (Nasdaq: ASPT), a leading provider of enterprise customer contact solutions, and AIM technology, a market-leading performance management applications provider, has announced an extension to their alliance.
Aspect will resell AIM technology’s AIMCall software for operation within Aspect’s contact centre analytics product suite. The reseller agreement builds on Aspect’s optimisation solutions offering and strategy first announced in 2003. The pre-existing alliance allows for the packaging of AIMCall run-time elements for use with Aspect® Performance Optimisation for eWorkforce Management-statistics analysis software featuring 100 pre-packaged key performance indicators (KPIs). The increased flexibility enabled by the extended alliance will drive the development of highly tailored performance optimisation applications to suit the varying needs of businesses.
AIMCall is intended for companies that wish to integrate data from both contact centre and enterprise sources, such as workforce management, quality monitoring, marketing, finance and CRM software applications. Combining Aspect Performance Optimisation for eWorkforce Management with AIMCall creates flexibility and broader functionality that enables enterprises to optimise performance by measuring KPIs to identify patterns and trends and use these insights to make timely decisions about how to meet organisational goals.
Designed for rapid implementation and for achieving immediate results, Aspect Performance Optimisation for eWorkforce Management was built using AIM technology’s analytical tools. The software lets managers, supervisors and agents access the information they need to take specific actions leading to improved service, sales and productivity. The agreement for Aspect to resell AIM technology’s AIMCall product, which clients can customise with additional KPIs and data sources, enables Aspect to assist enterprises focused not only on improving the performance of individual staff in the contact centre, but also that of the overall business.
“This agreement sets up our AIMCall offering to provide additional value to customers interested in performance optimisation,” said Pat Bernard, vice president of channels and alliances at Aspect. “Enterprises can act quickly on the bigger business picture that the product combination provides with customised performance metrics and additional data sources, process automation and messaging capabilities. Using these products is a closed-loop approach to performance management that can have a real impact on the bottom line.”
“The early success we’ve seen in market acceptance of these products has led us to take the next step with this alliance,” said Pete Daffern, vice president of sales at AIM technology. “We’re very pleased to be expanding our relationship with Aspect, which continues to lead the market with its vision for driving performance through the contact centre to the enterprise.”
AIMCall™ is a thin-client, enterprise-level performance management and analytics application specifically designed to improve performance effectiveness. AIMCall builds key performance indicators from any data source and identifies root causes of performance issues, analyses historic and real-time information across any dimension and ensures consistent reporting views.
With AIMCall’s multiple visualisation approaches, users can quickly identify patterns and trends in performance and use these insights to make timely decisions in meeting organisational goals for profitability and operational effectiveness, often eliminating the need for transactional reporting.
AIMCall’s unique ability to manage and track organisational movement and changes not only supports resources across multisite contact centres, but also supports the blending of contact channels. Keeping track of agent movement allows businesses to optimise their resources and more effectively manage the customer experience and agent skill levels, regardless of whether the customer chooses to communicate via phone, e-mail or Web chat.
AIMCall’s rapid implementation cycles quickly give users the power to analyse agent and aggregate contact centre activity in the context of business objectives and within required service levels.
About AIM technology
AIM technology is a market leader in enterprise performance management and analytic applications for strategic business decisions. AIM technology provides the out-of-the-box analytic applications specifically created for contact centres for increased profitability, improved performance management and contact centre effectiveness. AIM’s solutions have been chosen by leading organisations such as AAA, Saks, Wells Fargo, BellSouth, Allstate and others for their performance management initiatives. For more information, visit the company’s Web site at www.aimtechnology.com
About Aspect Communications
Aspect Communications Corporation is a leading provider of contact centre solutions and services that enable businesses to manage and optimise customer communications. Aspect's global customer base includes more than two-thirds of the Fortune 50 and leading corporations in a range of industries, including transportation, financial services, insurance, telecommunications, retail and outsourcing, as well as large government agencies. The company's leadership is based on 18 years of expertise. Aspect is headquartered in San Jose, California, with 24 offices in 11 countries 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).
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 1168
Gray Associates (for Aspect)
Tel: +44 (0)208 744 9168
+1 (650) 838-1184
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