AIM Technology Selected by Aspect Communications to Optimize Contact Center Performance through New Analytics and Reporting Application(email this article)

MENLO PARK, Calif. and SAN JOSE, Calif., Sept. 30 /PRNewswire-FirstCall/ -- AIM technology (Company Profile, Past Stories, Case Studies), a market leading performance management provider for enterprises with contact centers, today announced an agreement with Aspect Communications Corporation (Nasdaq: ASPT - News), the leading provider of enterprise customer contact solutions, whereby Aspect will license AIM technology's AIMCall® product for use within its Aspect® Performance Optimization for eWorkforce Management (eWFM) solution announced earlier this week.

Using AIMCall, the new Aspect offering will extend performance analysis capabilities to every corner of the contact center, pushing actionable performance metrics from the supervisor and manager levels down to the individual customer service agents themselves. This is the first in a new suite of applications from Aspect focused on analyzing, reporting and optimizing the performance of every area of the enterprise contact center.

"AIMCall was chosen for its unique ability to drill into the root causes of contact center performance -- a required element of Aspect's overall performance optimization roadmap," said David Puglia, senior vice president of global marketing at Aspect. "AIM understands, just as we do, that performance metrics are most effective when pushed to all levels of an organization. Agents, managers and supervisors alike can personally identify areas of improvement and individually make changes to better their performance. It is an empowering and motivating experience, making performance optimization of the contact center much more collaborative."

"This was a natural fit for us because Aspect's new Uniphi architecture and overall vision for driving performance optimization through the contact center to the enterprise is in alignment with our own," said Tony Hayward, CEO of AIM technology. "The agreement validates two key market assumptions for us. First, the need for analysis within contact centers to improve performance has become a necessary business requirement. Secondly, AIM's approach of putting live, decision-critical key performance indicators (KPIs) in the hands of every stakeholder at all levels of the contact center is the best way to determine causation and take corrective action quickly. We're pleased to expand our relationship with Aspect to now include this exciting new application."

The first product of the new suite, Aspect Performance Optimization for eWorkforce Management (eWFM), was announced by Aspect on Monday and is planned for general availability to customers in the fourth quarter of 2003.

About AIMCall

AIMCall consolidates enterprise data and provides analysis of key performance indicators-specifically those critical to the management of the contact center and performance management of agents. With AIMCall, managers can quickly identify patterns and trends in their agents' performance and use these insights to make timely decisions about how to meet organizational goals for profitability and enhance service quality and operational effectiveness. AIMCall not only supports multisite contact centers, but also supports the blending of contact channels, allowing businesses to optimize their resources and manage the customer experience, regardless of whether the customer chooses to communicate via phone, e-mail or Web chat. Packaged with a set of ready-made reports and dashboard views, AIMCall gives team leaders, contact center managers and line of business managers the power to analyze agent and aggregate contact center activity in the context of business objectives and within required service levels. Enterprises are better able to maximize effectiveness of their contact center resources and to optimize business.

About Aspect Communications

Aspect Communications Corporation is the world's largest company focused exclusively on contact center solutions, and the only one that unifies workforce, information and communications to deliver exceptional customer service. The Aspect brand is trusted by more than 75 percent of the Fortune 50, and more than 3 million customer sales and service professionals worldwide rely on Aspect's mission-critical business communications solutions. The company's leadership is based on 18 years of expertise gained from more than 8,000 successful implementations worldwide. Aspect is headquartered in San Jose, Calif., with 24 offices in 11 countries around the world. For more information, visit Aspect's Web site at www.aspect.com or call 877-621-3692.

About AIM technology

AIM technology is a market leader in enterprise performance management and analytic applications for strategic business decisions. AIM technology provides the only out- of-the box analytic applications specifically created for contact centers for increased profitability, improved performance management and contact center effectiveness. For more information, visit the company's Web site at www.aimtechnology.com.

Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve Aspect's forecasts, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements, which are based on information available to Aspect at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the uncertainty of demand for Aspect products; the anticipated customer benefits from Aspect products; increased competition and technological changes in the markets in which Aspect competes; Aspect's abilities to manage growth; intense competition for qualified employees; and other risks detailed from time to time in the company's filings with the Securities and Exchange Commission, including Aspect's annual report on Form 10-K and Aspect's quarterly reports on Form 10-Q. Aspect assumes no obligation to update information concerning its expectations.

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.