But these customers still have some wishes they would like granted. DiGiorgio said he would like a tool that would let him direct a customer to the most available service representative, whether that employee is in the call center or a remote office. Others would like to see Clarify's applications made available through wireless handheld devices.
"Seamless support of wireless technologies would allow the product to be expanded to various field operations," said Dwight Willett, vice president and general manager of commercial services at Enbridge Inc., a Calgary, Alberta-based provider of energy distribution and services. Enbridge uses Clarify in its call centers to dispatch mobile field workers.