Alorica Rolls out Helix 2002

New version offers mobile and warehouse functions to field service reps

By Lisa Picarille

Posted Jul 10, 2002


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Alorica Inc. released its Helix 2002 software suite that supports applications via wireless personal digital assistants and Web-enabled cell phones to deliver mobile field service and warehouse capabilities to users on the road.

Executives at the Chino, Calif.-based company say that by supporting mobile applications Helix 2002 simplifies organizations' field service operations and reduces errors.

This is accomplished by providing service representatives with up-to-date product and customer information before arriving on a repair site via handheld devices and cell phones. Helix 2002 is compatible with Microsoft SQL Server 2000 and Oracle as well as Microsoft's Windows CE and Palm operating systems.

Helix 2002's mobile capabilities allow for real-time, 360-degree views of all customer interaction, from the call center to all product logistics venues, company officials say.

Andy Lee, president and chief executive of Alorica says that the products ability to integrate with existing enterprise applications lets users manage all aspects of the customer service infrastructure, increasing customer retention, sales and return-on-investment.

The updated product is aiming at helping businesses achieve cost-effective methods for returned products and improve product return logistics through real-time reporting. Alorica officials also expect Helix 2002 to help improve customer trust and loyalty by having more responsive customer service centers.

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