Contact Center Solutions Featured Article

Aspect Acquires Applied Information Assets

January 07, 2009

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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!