Service delivers IT support for call centers.July 18, 2006 -
Remote Managed Service provides performance monitoring, analysis, preventative maintenance, tuning and upgrades, problem resolution, and day-to-day administration of call center operations. Subscription-based service allows IT departments to improve performance management system, enabling removal of technical and resource barriers to deployment. With access to industry expertise, customers are provided with support, testing, and optimization for call center performance.
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Original Press release
AIM Technology, Inc.
201 California St.
San Francisco, CA, 94111
USA
AIM Technology Launches New Managed Services for Performance Management
New Offering Leverages Industry Best Practices, Lowers Costs and Provides Unbeatable Support for Call Centers
SAN FRANCISCO, June 13 / -- AIM Technology, a leading provider of operational performance management software announced today the delivery of the industry's leading managed services for performance management in the contact center. This new offering is focused on delivering outsourced IT support of the solution, while helping customers decrease costs and increase the effectiveness of call center operations. By bringing together AIM Technology's deep domain technical expertise combined with dedicated staff focused on meeting specific service levels, customers will be able to lower costs of staffing and training, decrease system down-time, and improve the quality of their performance management system.
Outsourcing both small and large components of IT is becoming an exceedingly effective means for corporations across all industries to cut costs, reduce the existing burden on the IT organization, and improve support to its end users. Performance management is ideal in a managed service environment because it enables organizations -- whether small or large, simple or complex -- to leverage industry best practices to increase time-to-value and remove technical and resource barriers to deployment, while providing lower support costs over time.
AIM's Remote Managed Services is a subscription-based technical service that provides performance monitoring, analysis, preventative maintenance, tuning and upgrades, problem resolution and day-to-day administration. Leveraging AIM Technology's expertise in performance management, customers will gain access to industry leading knowledge including support, testing and optimization to drive performance and effectiveness within the call center.
"Businesses and IT staff are always searching for ways to improve performance while cutting costs," said Tony Hayward, CEO of AIM Technology. "Remote Managed Services from AIM Technology is not simply an outsourcing option; it is an end-to-end solution that allows IT to easily and effectively deliver expert knowledge for our software while freeing time and resources to focus on core competencies."
Under the new offering, AIM Technology's support services will monitor each client's infrastructure, identify problem areas and go even further than traditional outsourcing options by suggesting performance management recommendations and carrying out suitable problem resolutions. The service offering will provide the following benefits:
o Cost Savings -- Lowering direct and indirect costs associated
with staffing and training, as well as reduced system downtime.
o Resource Focus -- Focusing resources on more important system
improvements and future development efforts versus the
maintenance of existing systems.
o Quality Improvement -- Enhancing service quality due to the
technology, processes and depth of expertise AIM Technology's
Support Specialist can provide resulting in proactive management
rather than reactive problem response.
o Flexibility -- Providing limitless options on how to configure
this service to best meet clients' needs -- offering full
outsourcing service options, but also recognizing that some
organizations are simply seeking assistance with portions of
their environment.
"Performance Management is still developing as a management process and supporting information technology for helping companies call centers and fully utilizing existing resources," said Mark Smith CEO & EVP Research at Ventana Research. "AIM Technology is advancing the capabilities for the industry through the Remote Managed Services offering that will leverage their domain expertise to assist organizations to not just improve performance but manage it more effectively."
Availability
AIMCall Remote Managed Services is available now.
About AIM Technology
AIM Technology delivers a new class of enterprise applications that enable large enterprises to optimize the operational performance of contact center agents in driving overall business and efficiency goals. AIM Technology enables organizations to transition management of the call center from a cost center to an operational asset by delivering unprecedented depth of analytical understanding, organization-wide, on-line scorecards and reports, and the ability to take action through closed loop workflow automation. More than 50 global enterprises rely on AIM Technology. AIM Technology is privately held and based in San Francisco, CA and London, England. For more information please visit www.aimtechnology.com.
Source: AIM Technology
CONTACT: Kelly Cytron of AIM Technology, +1-415-285-9208, or kelly_cytron@aimtechnology.com
Web site: http://www.aimtechnology.com/
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