CSAA Drives Higher Performance With AIM

AAA Club Selects AIM technology for Performance Management Initiative

MENLO PARK, Calif., Dec. 10 -- AIM technology, the leading provider of performance management solutions for enterprises with contact centers, announced today that the California State Automobile Association (CSAA), the AAA Club serving Northern California, Utah and Nevada, will deploy AIM technology's applications for monitoring and analyzing performance to improve business performance and the customer experience.

AAA offers roadside assistance, insurance, travel, automotive, and other services to more than 46 million members in the United States and Canada. With a commitment to constant improvement in its service centers, CSAA plans to enhance productivity and optimize operational effectiveness through its use of AIM's applications in its four member service centers, with more than 1000 Direct Sales and Service representatives. AIM's applications not only empower CSAA's representatives to uncover opportunities for performance improvements, but by using a multi-dimensional approach to performance measurement, the managers can make productivity, customer service and revenue correlations that cannot be determined with one-dimensional measurement. This capability gives CSAA a more consistent way to manage performance against overall business objectives.

"The use of AIM will provide CSAA a more complete and balanced view of member service center performance, right down to the individual contributor," said Shane Butler, Manager-Workforce Planning. "AIM will enable us to deliver on-demand reporting to our agents, empowering them to truly manage their own performance in the moment. Because the application is intuitive, easy to navigate and provides real-time drill down capability, we can solve individual and team performance issues faster. We believe this 'real-time' information will aid employees in proactively meeting revenue targets, reaching higher service levels and improving customer satisfaction."

CSAA was established in 1900 and offers a wide array of automotive, travel, insurance and financial services to more than 4.1 million members.

About AIM technology applications

AIM's performance management applications consolidate enterprise data and provide analysis of key performance indicators -- around those critical to the management of the contact center and performance management of agents and up through to the enterprise. With AIM's web-enabled applications, 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.

AIM's solutions support multi-site contact centers as well as 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 cockpit views, AIM's applications give team leaders, managers and line of business managers the power to analyze agent and aggregate customer contact activity in the context of business objectives and within required service levels. Enterprises are better able to maximize effectiveness of their resources and to optimize business performance.

About AIM technology

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