Contact Center Solutions Featured Article

January 07, 2009

Aspect Acquires Applied Information Assets

By Anil Sharma


Aspect, a unified communications and contact center software and services provider, has acquired the assets of Applied Information Management Limited and its wholly owned subsidiary, AIM Technology.
 
The financial terms of the transaction were however not disclosed.
 
AIM Technology is a provider of analytical performance management software solutions for contact centers and service organizations.
 
The acquired product, which will be called PerformanceEdge Performance Management, automates and streamlines contact center processes to help organizations motivate, measure and manage employees.
 
"Aspect (News - Alert) is aggressively pursuing ways to bring enterprises, including contact centers, even more value -- especially given today's increased pressure for greater productivity," said Jim Foy, president and CEO at Aspect, in a statement.
 
Foy said that with this acquisition, the company is delivering on its commitment to help companies bring unified communications (UC) applications to their enterprises to address contact center and workforce optimization challenges in a new way.
 
"Whether as a standalone capability or tightly integrated and synchronized in the PerformanceEdge (News - Alert) suite, PerformanceEdge Performance Management will help organizations optimize their most costly resource -- their staff -- and deliver the tools and results companies need to stay competitive and profitable while delivering the best customer experience," said Foy.
 
Thanks to the acquisition, Aspect now gains control of a technology that is central to contact center workforce optimization and will deliver performance management capabilities across PerformanceEdge applications.
 
Company officials said that PerformanceEdge Performance Management, building on the analysis and reporting services of Microsoft (News - Alert) SQL Server, centralizes data from disparate sources, manages workflow, and provides a reliable version of metrics upon which managers can base performance tracking and decision making.
 
The company bleives that this helps organizations automate the coaching process and ensures that contact centers are able to better meet customer-facing goals with fewer resources.
 
"The AIM Technology performance management capabilities are an ideal addition to the leading workforce management, quality management, campaign management and eLearning capabilities found in PerformanceEdge," said Tony Hayward, former CEO of AIM.
 
“Our product has a track record of success in leading companies' complex contact center and back office environments in the financial services, insurance, retail, travel and outsourcing industries and we are looking forward to bringing these leading capabilities to Aspect customers and prospects," he added.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).

Anil Sharma is a contributing editor for TMCnet. To read more of Anil's articles, please visit his columnist page.

Edited by Michelle Robart


Related Contact Center Solutions Articles

    Mitel Integrates Contact Center Solution with VMware View

    With an objective to bring desktop virtualization to the contact centers, virtualization and cloud infrastructure solutions provider VMware Inc. has integrated Mitel's Contact Center Solution for VMware View. This integration enables contact center managers to better serve customers with centralized administration and better security as well as the ability to reduce costs. [ Read More ]
    02/14/2012

    Blending: The Key to Broadening Call Center Quality without Additional Resources

    While many a corporate call center has found, in recent years, the need to tighten its belt, other call centers with shallower pockets, such as those that support non-profit groups or government agencies and civil services, have found the budget crunch to be even more dire. [ Read More ]
    02/14/2012

    Is Improperly Used CRM Dragging Your Customer Support Down?

    While companies have been adopting ever more technology to try and support their customers to the best of their abilities - the sales figures for customer support solutions and applications bear witness to this - customers have never been more dissatisfied. Weird? A bit. And it might just be a function of improperly chosen, implemented and used customer relationship management (CRM) solutions. [ Read More ]
    02/14/2012

    VXi Launches UC ProSet for Contact Center Users

    The UC ProSet wired headset designed especially for unified communication users in contact centers and offices has been launched by VXi Corporation. VXi Corporation has improved its unified communication B2B line with this new headphone, the UC ProSet, which incorporates several features for ease and fashion of contact center users. [ Read More ]
    02/14/2012

[ View all Contact Center Solutions Articles ]

Socialize with us

FREE Contact Center Solutions eNewsletter

Click here to receive your targeted Contact Center Solutions Community eNewsletter.[Subscribe Now]

Industry News

Featured Resources

Contact Center Solutions Glossary of Terms

Press Releases

About the Contact Center Solutions Community

    Welcome to the Contact Center Solutions Community The Contact Center Solutions Global Online Community, Sponsored by Interactive Intelligence, is designed to serve as the industry's premier resource for information and research on Contact Center Solutions technology and deployment strategies.