Alorica Adds Knowledge Base Component to Helix 2002 Software; New Module Equips Tech Support Personnel and Customers with Diagnostics, Repair and Warranty Management Tool.

Business Editors & High-Tech Writers

ICCM 2002

Booth 1231

CHICAGO--(BUSINESS WIRE)--July 29, 2002

Alorica Inc., a leading customer service management software and services company, today announced the adoption of its new "Knowledge Base" component to its Helix 2002 software at the International Call Center Management (ICCM) trade show in Chicago this week.

This new element provides call center and online tech support personnel, as well as customers via self-help Web portals, with up-to-date information for such vital customer support issues as product diagnostics, repair processing and warranty management. Because of its Web architecture, Helix 2002 is capable of supplying the latest in product support and warranty updates for both call center representatives and consumers in real-time.

Through the use of Alorica's 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 while they are on the phone if at all possible.

"Through the adoption of our Knowledge Base component, call center agents have the latest information to diagnose and resolve customer product problems over the phone or via the Web, reducing shipping and repair costs," said Paolo Narciso, vice president of marketing at Chino, Calif.-based Alorica. "Customers may also solve problems themselves with a self-help Web portal made possible by Knowledge Base."

"This new element to Helix 2002 also provides call center representatives with up-to-the-minute information on our clients' product warranties and service plans," Narciso said.

In addition to equipping organizations with critical customer support assistance, Helix 2002's Knowledge Base also alerts manufacturers about inherent design flaws within a product through its tracking of customer service calls.

"By providing customers answers to their important service and support questions around-the-clock, seven days a week, we are helping organizations develop a strong consumer support base while building brand loyalty," said Mark Biskeborn, Alorica product marketing manager. "Moreover, from the manufacturer's point-of-view, our new Knowledge Base component facilitates manufacturer's product development by pinpointing a particular product's design flaws."

Helix 2002's Knowledge Base delivers these benefits to users:

-- Analyzes the types of diagnostic and service questions that end-users pose.

-- Improves answers by enabling call center or online customer service agents to provide feedback about the responses it provides for each type of query.

-- Answers simple as well as complex questions from multiple information sources on manufacturers' service and repair policies.

-- Provides immediate answers to customers through a personalized customer portal.

-- Reduces call and e-mail volumes by enabling customers to help themselves to valuable service, support and other types of information directly from Web-based portals.

-- Increases customer satisfaction by providing immediate access to vital, around-the-clock information on service-related issues.

-- Reduces training costs for new as well as veteran employees regarding product lines by making relevant product, policy and standardized service and support information immediately available.

-- Reduces operational costs of the call center as well as every area in the customer service supply chain by deflecting a large volume of customer service and support requests to the self-help portals.

-- Improves staff efficiencies across multiple departments such as sales, marketing, customer support and technical services through rapid access to solutions and collaborative information on all types of topics, enabling employees to reduce the time it takes to resolve customer questions or problems.

About Alorica Inc.

Alorica is a leading customer service management firm managing the entire customer lifecycle, from front-office customer interaction to back-office fulfillment. Alorica delivers fully integrated services such as customer interaction management, service logistics, depot and onsite repair services, as well as total e-business solutions.

Alorica integrates, manages and automates these service solutions with Helix 2002, which also provides real-time Web-delivered data analysis with worldwide accessibility. Alorica has headquarters in Chino and currently provides fully integrated outsourced customer service support for companies such as NEC/Mitsubishi, U.S. Robotics and eMachines.