Alorica Unveils Helix 2002 Customer Service Management Software Suite; Latest Version Automates Warehouse and Field Service Operations Via PDAs, Web-Enabled Cell Phones and RF Scanners.

Business Editors/High-Tech Writers

Alorica Inc., a leading customer service management software and services company, today announced the release of its Helix 2002 software suite with new mobile field service and warehouse capabilities.

Through its support of mobile applications, Helix 2002 simplifies organizations' field service operations and reduces errors by providing service representatives with up-to-date product and customer information before they arrive on a repair site via 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.

"More than anyone in the customer service organization, field service and sales agents require relevant, real-time information regarding their customers and products," said Andy Lee, president and CEO of Alorica, based in Chino.

"With its ability to integrate with existing enterprise applications, Helix 2002 can effectively manage all aspects of the customer service infrastructure, increasing customer retention, sales and return-on-investment."

As with previous versions, Helix 2002 was developed through real-world use in Alorica's own call centers, warehouses and field service facilities for such customers as eMachines, U.S. Robotics and NEC/Mitsubishi. The software is part of Alorica's total customer service management solutions provided by its professional services team to address each client's unique business processes.

"Our professional services team studies and recommends the software applications that support a company's existing business processes, unlike many ineffective CRM implementations these days," said Paolo Narciso, vice president of marketing for Alorica. "We also understand the need for immediate ROI -- we are constantly improving our ROI at our own facilities every day."

Helix 2002 is compatible with Microsoft SQL Server 2000 and Oracle as well as Microsoft's Windows CE and Palm operating systems. The software's mobile capabilities complement an organization-wide approach by allowing for real-time, 360-degree views of all customer interaction, from the call center to all product logistics venues. In addition, the Web-based software offers real-time business intelligence on all consumer purchase and service behavior.

"For any organization to experience brand loyalty from its customer base, it must address the effectiveness of its entire customer interaction process," said Mark Biskeborn, Alorica product marketing manager.

"Through the development of Helix 2002, businesses can constantly improve a `closed-loop' set of processes that focuses on serving the customer in an efficient manner leading to repeat purchases, new customer referrals and reduced returns."

Helix 2002 is designed to help businesses attain:

-- Cost-effective customer service methods for returned products.

-- High profitability for warranties and extended warranties.

-- Optimum performance levels in repair center logistics.

-- Enhanced call center troubleshooting capabilities and assist in resolving product issues before any claim is needed or claim agent dispatched.

-- Customer trust while helping to establish brand loyalty through more responsive call centers and repair depots.

-- Improved product return logistics efficiency by delivering real-time reporting capability.

-- Repeat sales by providing service representatives with comprehensive customer information, including service and purchase profiles.

-- Decreased costs relating to the management of multiple systems to assure proper customer service, warranty management, sales and other critical areas of operation.

-- Customized operations for handling customer interactions, sales, services and logistics.

-- Reporting and other business intelligence to ensure maximum profitability in all customer service operations.

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.