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Services Overview

At AIM Technology, our goal is to make your solution implementation fast, easy and economical. We leverage our experience in working with global organizations in virtually every industry segment and share that knowledge with you to deliver 100% customer satisfaction.

AIM Technology offers a wide range of professional services delivered by highly qualified staff with extensive experience in Contact Centers, Process Automation and Business Intelligence. AIM Professional Services enables you to choose from a broad range of services relationships and technology models that can provide a more a comprehensive and longer term set of services, designed for those organizations that are implementing performance management for the first time, to a knowledge transfer model for those who want to take greater immediate ownership of their solution. In each case, AIM can help you utilize our multi-stage, services best practices process for implementation, KPI development and key processes such as coaching automation, allowing you to leverage our experience in working with 65 other enterprise clients.

AIM’s service portfolio is optimized for your situation and consists of the following items. Each customer, working closely with their AIM technical account manager can decide the optimal mix of services required based on their level of experience, availability of IT support, and budget:

Project Management

AIM Technology offers a complete project management service to complement the implementation of AIM Performance. Each customer has a dedicated project manager for the entire implementation project. The project manager works closely with you to ensure that all stages in the AIM Technology implementation process are carried out to specification and within required timescales with User Acceptance Testing built in wherever it is appropriate.

Our interest in your implementation never stops, even after it is deployed. The AIM services team also performs regular and periodic “Health Checks,” where we bring our technical and business teams on-site for a regular review of both the business and technical use of the solution. At these health checks, the team recommends multiple forms of optimization and other suggested uses of your solution, to ensure that you consistently achieve additional return on investment.

Planning, Integration and Deployment

AIM Technology's integration services radically simplify the challenge of tying AIM Performance to your operational systems quickly and easily, with no disruption to your operation. We lead you through all aspects of defining and developing your solution, whether out of the box, or specific to your unique requirement or your operation. AIM Technology provides skilled personnel for technical support at a customer site for the duration of implementation and roll-out and for any necessary troubleshooting. The services allow your AIM solution to be up and running in a few months time, and include the following:

  • Analysis of the customer environment
  • Definition of KPIs
  • Alignment of KPIs with your data
  • Linking the data to AIM via software connectors
  • Technical testing and deployment

Support & Maintenance

The AIM Technology Support and Maintenance program ensures that there is always someone to help you with any user or technical challenges with your AIM Performance solution. Staffed by experienced technical managers and engineers across the US and Europe, you can be assured that you always receive a prompt and direct response. The technical helpdesk is staffed by personnel skilled in all aspects of AIM solutions.

The includes:

  • Technical helpdesk and troubleshooting
  • Onsite support
  • Product evolution and migration assistance

Training

Depending on your needs, AIM provides a complete suite of training classes to ensure your long term success with the AIM Performance solution. These classes span implementation, configuration and ongoing management of your solution and are run on your premises to facilitate delivery and to optimize integration with your operation.

AIM Technology offers extensive training for all levels of users including:

  • Technical training for the IT organization
  • End user training for those who view and use information using direct and train the trainer techniques
  • Power user training for business analysts or other managers who create their own reports and perform their own analysis, or may want to design or adapt KPI calculations over time.
  • Application development classes for those organizations that want to create their own custom applications based on the AIM Performance technology platform.

Remote Managed Services

AIM Technology offers you the option to outsource the management of your AIM Performance solutions to our dedicated staff of applications support consultants. This enables you to focus on your operation and not have to manage your solution.

  • Monitoring and Alerting
  • Problem Resolution
  • Proactive Performance Management Assistance
  • Software Infrastructure Maintenance Assistance

Hosting

To simplify the management of your solution without extra burden on your IT organization, AIM provides you with the option of complete outsourcing of your AIM Performance solution's deployment. Through our hosting offering, you can leverage a world-class, 7x24, secure data center capability and a virtual team of technology professionals who ensure that your application is maintained, up and running and supported in an enterprise data center environment.

With AIM hosting, you still retain control and flexibility over your AIM Performance solution without the need to staff up or acquire a team of resources from your IT organization, maximizing the speed of your return on investment.

The big pay off is allowing each individual contributor to see exactly what they're contributing and how they're performing against their individual goals.
--CSAA

For information about Traning please contact us directly