The Xora Platform will enhance ParTech’s business process efficiencies in both the call center and the field by enabling field technicians to be automatically paged when new service cases are created in Clarify and to respond directly to the Clarify application — acknowledging the page, providing estimated time of arrival at customer site, updating actual arrival and departure times, logging part usage, and closing the service case on completion.

Xora said wireless devices such as PDAs and pagers will enable access to service information while voice recognition technology will enable any telephone, even a landline phone, to be used to interact with the Clarify application.

One of the benefits of Xora’s suite is that it "will enable PAR’s field technicians to update our Customer Relationship Database in real-time," said Tim Prodanovich, vice president customer service for ParTech, "which in turn will allow us to pass information along to our customers in a timely manner."

According to Xora’s vice president of products and services Ananth Rani, ParTech can look forward to a healthy return on investment. "This solution [will] deliver ROI for ParTech at multiple points of use: call center efficiencies, field engineer productivity and proactive customer service."