Contact Center Solutions Featured Article

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 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 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 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.