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			RealMarket Live! - Webcasts ON DEMAND
		"New Ideas and New Directions in 2004"    As we look to 2004, Aberdeen offers a perspective of the most important trends for the next 12 months. Based on research, these findings highlight what's new, what's hot, what's fizzling and what is making a comeback. Listen what the experts have to say if you want help prioritizing your CRM plans as it relates to new technologies, hosting strategies, vertical industries, business process and more. (Listen Now)   Must-Hear for:    Anyone looking for insight into 2004 planning What you will learn:    What trends will most affect your 2004 CRM plans Featured Expert(s):    Denis Pombriant, VP and Research Director, Aberdeen Group
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KANA iCARE Suite Certified for Windows Server 2003
KANA announced that the KANA iCARE suite has been certified for Microsoft Windows Server 2003 - Standard, Enterprise and Datacenter editions. The certification makes KANA one of the early participants in the "Certified for Microsoft Windows Server 2003" program and the first CRM provider to release a certified, 100 percent .NET managed code application.

Apropos Recognized as Microsoft Business Solutions Partner
Apropos announced it has been named a Microsoft Business Solutions ISV partner. Apropos delivers call management (ACD, IVR), integration tools (CTI), and eService (e-mail response management, web chat and collaboration) solutions to complement the real-time communications requirements of Microsoft CRM.

CRMA-Atlanta Changes Business Model
Customer Relationship Management Association of Atlanta announced it will alter its business model such that CRM vendors, consultants, and service providers may no longer attend quarterly meetings. The organization will now concentrate solely on the needs of business practitioners, with the goal of helping them to best utilize their CRM investments via education, networking, and peer-to-peer roundtables and discussions. CRM vendors, consultants, and service providers can still become CRMA members and receive member benefits via a "Limited Membership".

			Required Reading
		Take the IP Contact Center Quiz    IP contact centers have arrived. No longer are they a "maybe next year" phenomenon. Many organizations in the banking, insurance, retailing, and manufacturing industries have implemented Converged Voice over Internet Protocol (VoIP) solutions. If you answer YES to at least three of these questions, there's strong reason to believe that a convincing case could be delivered for a Converged IP contact center. more >>
Archive of past Required Reading articles

• SPSS Releases New Version of Market Research Platform - SPSS announced the immediate availability of the latest version of SPSS Dimensions, a suite for survey design, data collection, data managem . . . more >>
• Aspect to Deliver Speech Solutions - Aspect has joined Microsoft's Speech Partner Program. Aspect also announced its endorsement of Speech Application Language Tags (SALT), an e . . . more >>
• West Corporation Extends Deployment of Witness - Witness announced that West Corporation has extended its eQuality software investment with plans to deploy the solutions in three of the com . . . more >>
• RightNow Helps Univ of Memphis Improve Student Service - RightNow announced the University of Memphis has deployed its technology to provideanswers to students' questions across phone, email, web a . . . more >>
• Intervoice Announces Speech Applications - Omvia Voice Express Packaged Applications from Intervoice support both Speech Application Language Tags (SALT) and Voice Extensible Mark-up . . . more >>
• AGF Deploys PeopleSoft CRM - PeopleSoft announced that AGF has deployed PeopleSoft Enterprise CRM to strengthen relationships with its intermediaries -- the advisors and . . . more >>
• Roxio Signs with noHold - noHold announced the addition of Roxio to its list of clients. noHold also extended its contracts with iRiver, Bluecoat, and with SonicWALL. . . . more >>
• Concerto Announces Preliminary Results - For the year ended December 31, 2003, Concerto expects total revenue of approximately $107.0 to $107.5 million, an increase of 7.5% to 8.0% . . . more >>
• Amdocs Reports Revenue Growth - Amdocs reported that for the first quarter ended December 31, 2003, revenue was $428.3 million, representing sequential growth of 4.0% and a . . . more >>
• Rockwell FirstPoint Adds New Staff - Rockwell FirstPoint Contact announced it added two new directors to its management team. Garry Reichert joins as director, strategic sales . . . more >>

Stock Index
RealMarket	44.62	-4.67%
Stock Index:	Tell me more
Dow Jones	10,623.18	0.00%
Nasdaq	2,119.01	-1.11%
S&P 500	1,143.94	-0.32%
Amdocs	28.42	3.04
APAC	2.95	-0.02
Applix	3.99	0.03
Apropos	3.79	0.06
Ask Jeeves	23.04	-0.31
Aspect	17.81	-0.11
Astea	3.95	-0.2
ATG	2.06	-0.15
AVAYA	15.45	-0.68
Blue Martini	5.03	-0.16
Broadvision	6.2	-0.08
Chordiant	5.63	-0.1
ClickSoftware	4.02	0.37
Convergys	17.55	-0.8
Concerto	12.06	0.05
E.piphany	8.19	-0.11
eGain	2.25	-0.03
eLoyalty	6.16	0.66
Epicor	17.28	0.08
eOn	4.27	-0.03
FirstWave	6.62	0.87
Group 1	14.98	0.23
HP	25.49	0.25
ICT Group	13.28	-0.2
Interact Intell	6.15	-0.35
Interv Brite	12.94	-0.21
KANA	4.69	-0.88
LivePerson	5.2	-0.22
NCR	40.75	0.14
NICE	27.7	-1.25
Onyx Software	4.27	-0.18
Oracle	14.53	-0.18
Pegasystems	11.15	-0.55
PeopleSoft	22.5	-1
Pivotal	2.09	-0.02
Primus	6.02	-0.17
Rainmaker	1.59	-0.23
SAP	42.82	0.84
Selectica	5.33	-0.06
Sento	5.39	-0.14
ServiceWare	0.78	-0.11
Siebel	14.14	-1.31
Sitel	2.8	-0.06
SPSS	21.4	-0.22
SupportSoft	14.98	-0.28
Sykes	9.12	-0.55
Tekelec	17.83	-1.29
Teletech	11.46	-0.15
Verint	24.6	-0.07
Vignette	2.52	-0.3
ViryaNet	5.39	-0.21
West Tel	24.87	0.11
Witness	9	-0.32
As of close 01/22/04