MENLO PARK, Calif., November 18, 2003 — AIM technology (Company
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Studies), a market leading performance management provider for enterprises with contact centers, today announced an agreement with IncentOne, a
recognized leader in providing integrated gift certificate solutions for corporate reward, recognition and incentive solutions. The partnership combines AIM
technology’s AIMCall performance management application to IncentOne’s Internet Award Centersm platform.
This partnership will allow AIM customers to extend performance management capabilities by automating reward, recognition and incentive programs used by contact center
managers to inspire agents. By automating this process, call center agents will be rewarded instantly upon reaching specific individual, or team based performance targets.
Call center managers now have the tools necessary to improve employee productivity and satisfaction, in real time. Automating the process also reduces administrative
time, and costs associated with administering, sourcing, implementing and maintaining reward, recognition and incentive programs for customer service representatives.
“Our customers are looking for multiple ways to encourage and motivate employees,” said Tony Hayward, CEO of AIM technology. “IncentOne provides an excellent way for
organizations to easily incorporate reward, recognition and incentive programs into their performance management systems on the agent desktop. Using our performance
management applications, agents, managers and supervisors all can make changes to better their performance. Reward and recognition programs are an important part of
providing immediate motivation and employee recognition when they reach specific targets. Employees not only SEE their performance, when they reach their goals, they
receive automatic recognition. In addition, managers can run a report to analyze target areas for improvement, thus improving overall productivity.
IncentOne’s unique solution provides the recipients a choice of reward from their broad portfolio that includes hundreds of gift certificates from leading retailers, brand name
merchandise, exciting travel packages and much more. The technology provided by IncentOne allows for efficient and effective administration, in-depth reporting and
complete control over the program elements, including the approval process and budgets. With AIMCall, employees and managers are able to track the rewards provided
and incorporate the program into a representative’s development plan for performance.
“This partnership gives clients the ability to reward, motivate and inspire – all with one system,” says Michael Dermer, President of IncentOne. “By tying our Internet
Award Center to AIM’s performance management application, clients have a completely integrated gift certificate solution to reward, motivate and inspire performance from
the moment of goals are achieved through the moment recipients receive their powerful rewards.”
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 IncentOne
Since 1997, IncentOnesm has specialized in the design and execution of reward, recognition and incentive solutions that increase employee productivity and satisfaction,
drive sales and marketing initiatives and reward customer loyalty. These solutions are all predicated on the belief that the individual's own choice provides the best
possible reward and the integration of a broad reward portfolio with easy-to-use systems and best practices is critical to creating a successful reward, recognition and
incentive solution. The company's reward portfolio includes gift certificates from leading retailers, brand name merchandise and travel packages. Current
clients include: Citibank, HSBC, AAA, United States Postal Service, Johnson & Johnson, AstraZeneca, GE, Coca-Cola and Ford. For more information,
please contact Kristin DeAngelis, (201) 372-9250 ext. 353, kdeangelis@incentone.com, or visit www.incentone.com.
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.
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