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AIM technology helps contact centers improve agent performance with release of AIMScore 2.0New software release debuts at Call Centre Expo 2002Birmingham, England, September 17, 2002 —AIM technology, an enterprise analytics application provider for the contact center, today announced the worldwide availability of AIMScore 2.0 at Call Centre Expo in Birmingham, UK. With AIMScore, businesses can quickly identify patterns and trends in performance and use these insights to make timely decisions about how to meet organizational goals for profitability and enhance service quality and operational effectiveness. Using the AIMScore scorecarding methodology improves agent and overall contact center performance, resulting in higher quality customer experiences. AIMScore is a web-based analytic application that uses key performance metrics and visual indicators to analyze the objectives set out in the scorecard for the individual or business unit to monitor and improve performance. AIMScore analyzes personnel data and key metrics for complete balanced scorecarding and organization improvement. By providing scorecards to each of the relevant levels of the contact center organization (from agents to executives) companies can identify areas for improvement and motivation. Since users may have different needs and objectives, each scorecard is individualized. Agents provided with real-time perspectives on their own performance can self-correct or ask for targeted help from management. By automatically importing data and metrics from key areas such as CRM systems, ACD, workforce management and training systems, managers can compare performance against objectives and make decisions accordingly. For example, an agent may have low call volume, but a high percentage of return customer activity and average sales. AIMScore provides analysis of multiple factors affecting performance to determine if productivity changes are needed or if, in fact, the agent and contact center are meeting organizational goals. “Knowing why things happen is as important as monitoring performance and activities,” said AIM CEO Tony Hayward. “Understanding the impact employees have on profitability and costs and how to proactively manage those factors is key to improving overall performance and customer satisfaction. With AIMScore, employees and managers can analyze performance in both a qualitative and quantitative manner through functionality such as annotative notes that allow the user to explain the reason for a particular event and why assessments are off target. Providing a balanced analysis, rather than making decisions based on one or two indicators, improves overall performance of the contact center and helps determine the root causes of problem areas.” Managers can also add notes to the scorecard making it a two-way process, improving information and knowledge flow throughout the organization. Management can assess areas of the business by looking at automatically consolidated scorecards from across those areas. Cascading scorecards up the organizational hierarchy can align individual goals to the organizational objectives. AIMScore is a component of the AIM technology solution suite and works directly with the other AIMCall applications. AIMCall consolidates enterprise data and provides analysis of key performance indicators. AIMCall enables businesses to analyze, compare and distribute important information from data sources all within the contact center and beyond including ACD, IVR, financial applications, CRM, ERP and Supply Chain applications. AIMCall not only supports multi-site contact centers, but also supports the blending of contact channels, allowing businesses to truly understand how the dynamics of their contact center works, regardless of whether the customer chooses to communicate via phone, e-mail or Web chat. Designed specifically for business analysis, AIMCall leverages powerful state-of-the-art analytical techniques, such as OLAP (online analytical processing). Packaged with a powerful data presentation solution including reports and cockpits, AIMCall gives team leaders, contact center managers and business line managers the power to understand completely the effectiveness of their part of the organization. Enterprises are better able to maximize the effectiveness of their contact center and to optimize business results by understanding the true performance of the operation. AIMScore 2.0 is generally available for shipping. AIM technology Solutions The AIM solution suite, along with AIM technology’s Accelerated Solutions ApproachÔ is designed to allow rapid development of strategic, enterprise-wide, cost effective analytical applications that are easy to use and focused on a common business segment. This methodology produces an application that is flexible and adaptable to your unique requirements. In addition to AIMCall and AIMScore, the AIM Solution suite includes AIMPlan. AIMPlan is a unique contact center campaign planning application that allows the user to model any number of campaigns and to plan the resources that will be needed to ensure that the campaigns meet their targets. About AIM technology AIM technology delivers enterprise analytic applications to aid strategic business decisions. AIM technology’s solutions provide unique business intelligence from multiple data sources for increased profitability, performance management and effectiveness of the contact center. For more information, visit the company web site at www.aimtechnology.com Editorial Contact: Michelle Diedrich AIM technology 408-267-0393 michelle_diedrich@aimtechnology.com top of page |
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