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AIM technology and IEX to Deliver New Level of Performance ManagementRICHARDSON, Texas and MENLO PARK, Calif., July 31 /PRNewswire/ -- AIM technology, an enterprise analytics application provider for the contact center, and IEX, a Tekelec company (Nasdaq: TKLC - News) and a leading provider of contact center productivity solutions, today announced a joint marketing agreement. This alliance brings together enterprise analytic applications from AIM technology and leading contact center workforce management tools from IEX.When used together, AIM's analytic applications and IEX's TotalView® Workforce Management solution enable companies to improve contact center performance and realize a higher level of agent effectiveness, while providing greater customer service. Data contained in TotalView can serve as key input to AIM technology's AIMCall(TM) and AIMPlan(TM) applications so that call center managers can accurately model campaigns and analyze the planning process over time. "Contact centers increasingly need to improve measurement of performance and to analyze data from multiple sources to make business decisions based on complete information," said Debbie May, IEX vice president and general manager. "Information sharing between TotalView Workforce Management and the AIM solution provides enterprises a more complete understanding of performance within the contact center to improve efficiencies, and through better planning be more effective at serving the customer." TotalView Workforce Management is a comprehensive solution enabling contact centers to deliver consistent service, lower operating costs and boost employee morale. The product automates the process of scheduling service agents in a single or multi-site center, accurately matching available resources to forecasted workloads. Additional features include skills-based and multimedia scheduling, real-time and historical adherence, short-term and long-term resource planning, intraday management, vacation and holiday planning, enterprise reporting and web-based delivery of agent schedules and statistics. "Working with IEX to provide a more integrated solution offers customers a new way to optimize the productivity, effectiveness and efficiency of their contact centers," said Tony Hayward, Chief Executive Officer of AIM technology. "Combining AIM's analytic solutions with IEX's workforce management capabilities moves the ability to measure performance to a new level." AIM technology's solutions include AIMCall(TM), AIMPlan(TM) and AIMScore(TM). AIMCall(TM) allows you to measure in real time all facets of your organization without separate reporting tools for customer service, sales and collection. The data warehouse architecture allows you to easily identify key performance trends across time, personnel and different work groups. AIMPlan(TM) is a unique contact center campaign and resource planning application that allows the user to model any number of campaigns and to plan the human resources to ensure the campaigns meet their service level targets. AIMScore(TM) allows managers to effectively manage individuals over time by setting objectives and targets and then controlling training and development programs to meet organizational goals. AIMScore(TM) provides consistent, effective management of business objectives across the enterprise. About AIM technology AIM technology delivers enterprise analytic applications for strategic business decisions. AIM technology's solutions provide unique business intelligence from multiple data sources for increased profitability, performance management and efficiency of contact centers. For more information, visit the company web site at http://www.aimtechnology.com About IEX IEX, a Tekelec company, is a leading provider of innovative solutions to contact centers. In existence since 1988, the company is known for delivering technologically superior products that are easy to implement and use. Multimedia contact centers, both single and multi-site, with more than 465,000 agents at over 1,800 sites worldwide rely on IEX to improve service levels while lowering operating costs. IEX sells products and services worldwide through direct sales and select distributors. More information can be found on the IEX Web site at http://www.iex.com . CONTACT: Michelle Diedrich, VP Worldwide Marketing of AIM technology, 650-838-1180, or cell, 408-623-6887, or michelle_diedrich@aimtechnology.com. Editorial Contact: Farrah Corley IEX, a Tekelec company 972-301-1790 farrah.corley@iex.com top of page |
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