AIMCall 4.0. (Management).

AIM technology, provider for contact centres, have available AIMCall 4.0 which extends the scope of contact centre analysis by introducing analytic messaging and integrated agent performance assessment and coaching tools. The new features are designed to allow organisations to improve response to individual performance issues, while establishing a higher level of contact centre effectiveness.

The program monitors what is happening in the contact centre, then provides alerts (or analytic messaging) through a new module, AIM Notify, whenever the centre's performance drops below specified target levels or other key contact centre business rules are triggered. The ability to not only analyse problems in real time but also notify contact centre managers about critical changes, leads to faster reaction time in solving contact centre problems. The AIMCall Agent Assessment module extends 'the AIMCall 4.0 interface with a new performance scorecard. With the new performance scorecard, contact centre managers can have an immediate and complete view of performance, relative to strategic corporate objectives, by combining various metrics into one overall score, with the ability to weight the scoring for a more balanced approach. Agent level assessments include important coaching functionality such as threaded commentary discussions and development plans as well as linking to e-learning applications to provide targeted training. Packaged with a set of ready-made reports and dashboard views, AIMCall gives team leaders, contact centre managers and line of business managers the power to analyse agent and overall contact centre activity in the context of business objectives and within required service levels. www.aimtechnology.com