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Helix 2002 By Alorica |
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Alorica has added new mobile capabilities to it Helix 2002 CRM software that are designed to improve its mobile field service and warehouse offerings. According to Mark Biskeborn, Alorica product marketing manager, CTI capabilities will allow agents to receive customer information and agents can perform searches in the knowledge base, which provides intelligence to determine the helpfulness of the answer. Biskeborn added that field service agents now can get dispatch information via wireless devices and that back-end information and business rules can schedule service visits automatically. Through its support of mobile applications, Helix 2002 provides service representatives with up-to-date product and customer information before they arrive on a repair site through wireless personal digital assistants (PDAs) and Web-enabled cell phones. The Web-based software’s compatibility with RF scanners further assists in facilitating inventory processes by delivering real-time product availability updates. Field service agents can now update inventory status and retailers can track warrantee costs through Helix and manufacturers can track problems with products. Agents can now give customers real-time information on the status of field repairs and can create RMA (returned materials authorization) so that returned parts can be tracked through reverse logistics. The new Knowledge Base element provides call center and online tech support personnel, as well as customers through self-help Web portals, with up-to-date information for such vital customer support issues as product diagnostics, repair processing and warranty management. Through the use of the Knowledge Base component, call center agents immediately recognize who is calling, what products have been purchased and the warranty status of each product. Once a problem with a product is presented, the software guides the call center representative through a series of actions to resolve any customer issue, if at all possible, while they are on the phone. Helix 2002 is compatible with Microsoft SQL Server 2000 and Oracle as well as Microsoft’s Windows CE and Palm operating systems. The Web-based software also provides real-time business intelligence on all consumer purchase and service behavior. http://www.alorica.com/ / 909-606-3600 Published by Customer Inter@ction Solutions, Sept., 2002 http://www.tmcnet.com/cis/0902/0902th.htm |
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