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			RealMarket Live! - Webcasts ON DEMAND
		"The eLearning-Quality Monitoring Connection"    eLearning can provide the final step in the call center agent performance optimization process. Once agent skills and contact center performance gaps have been identified, managers are challenged to enhance agent skills or face repeating the same errors, causing customer attrition and revenue decline. Learn how to integrate eLearning with QM so you can provide coaching solutions that deliver continuous improvement rather than a basic training solution. (Listen Now)   Must-Hear for:    Contact center managers, Customer service professionals What you will learn:    How to integrate eLearning and Quality Monitoring to improve overall contact center performance. Featured Expert(s):    Matt Storm, Product Manager , e-Talk
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Embarcadero Announces Financials
Embarcadero Technologies announced results for its fourth quarter and fiscal year ended December 31, 2003. Total revenues for the fourth quarter were $14.1 million, a ten percent increase over the prior year fourth quarter results of $12.8 million. Net income and diluted earnings per share under Generally Accepted Accounting Principles (GAAP) for the quarter were $2.5 million and $0.09, respectively.

FileNet Reports Q4 Results
Total revenues for the fourth quarter of 2003 were $101.0 million compared to total revenues of $89.4 million for the same period in 2002 and $89.4 million for the third quarter of 2003. Software revenues for the fourth quarter of 2003 were $44.8 million compared to $36.4 million for the same period in 2002 and $35.3 million for the third quarter of 2003.

MicroStrategy Reports Financials
MicroStrategy announced its financial results for the three-month period ended December 31, 2003. Full year 2003 revenues were $175.6 million versus $147.8 million in 2002, a 19 percent increase. License revenues in 2003 were $77.2 million versus $62.9 million in 2002, a 23 percent increase.

			Required Reading
		Companies turn to CRM analysis tools in 2004    The focus of customer relationship management (CRM) investments has typically been to collect data generated across channels (operational CRM). That will change in 2004. According to a recent report, upcoming CRM investments, so-called "analytical CRM" will help executives make sense of - and make decisions based on - the numbers. more >>
Archive of past Required Reading articles

• WebEx SMARTtech Service Launched - WebEx Communications launched WebEx SMARTtech, a new communications service that uses the advanced capabilities of the WebEx MediaTone netwo . . . more >>
• GeniSys And Transact One Unveil Tools - GeniSys and Transact One announced a new business outsourcing program that allows life and health insurance companies to outsource virtually . . . more >>
• HDI 2004 Announced - Help Desk Institute (HDI) announced that HDI 2004 -- "Where the Sun Never Sets on Service" -- will be held April 17-21, 2004 at the Gaylord . . . more >>
• SPSS Enables Predictive Web Analysis Web Mining For Clementine - SPSS announced the immediate availability of Web Mining for Clementine, an add-on module to its Clementine data mining workbench and additio . . . more >>
• MILA Implements BusinessObjects Enterprise 6 - Business Objects announced that MILA is implementing BusinessObjects Enterprise 6. The Business Objects solution will help MILA improve over . . . more >>
• RightNow Solidifies Its Position - RightNow announced its 20th consecutive quarter of revenue growth and 7th consecutive quarter of cash-flow positive status in the fourth qua . . . more >>
• CSA International Chooses SAP - SAP announced that International has selected SAP Enterprise Portal (SAP EP) to support improved communication and collaboration with over 3 . . . more >>
• Edify To Present - Edify announced that Mitch Mandich, president and CEO at Edify, and Ken Waln, CTO at Edify will be among the experts speaking at the upcomin . . . more >>
• Noble Systems Expands Contact Center Technology Symposium - Noble Systems announced the first international conference for the Contact Center Technology Symposium (CCTS). CCTS demonstrates best-practi . . . more >>
• Epicor Reports Fourth Quarter Financials - Epicor reported its financial results for the fourth quarter and year ended December 31, 2003. Total revenues for the fourth quarter were $4 . . . more >>

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Amdocs	28.58	0.58
APAC	2.98	0.01
Applix	4.15	-0.01
Apropos	3.79	0.15
Ask Jeeves	21.65	0.4
Aspect	17.55	0.17
Astea	3.8	-0.06
ATG	1.54	0.05
AVAYA	17.36	0.29
Blue Martini	5.15	0.03
Broadvision	6.62	0.11
Chordiant	5.63	0.43
ClickSoftware	4.39	0.24
Convergys	16.64	-0.35
Concerto	12.06	0.06
E.piphany	8.65	1.44
eGain	3.51	-0.15
eLoyalty	5.58	0.13
Epicor	15.68	-0.05
eOn	3.9	-0.05
FirstWave	5.9	0.34
Group 1	13.49	0.37
HP	23.81	-0.47
ICT Group	13.12	0.62
Interact Intell	5.49	-0.1
Interv Brite	12.25	0
KANA	4.72	-0.03
LivePerson	4.8	-0.54
NCR	41.42	0.55
NICE	27.18	0.58
Onyx Software	4.01	-0.04
Oracle	13.89	-0.3
Pegasystems	10.62	-0.13
PeopleSoft	21.55	-1.44
Pivotal	2.09	0
Primus	5.87	-0.08
Rainmaker	1.57	-0.13
SAP	41.47	0.33
Selectica	4.76	0.02
Sento	4.72	-0.1
ServiceWare	0.76	-0.02
Siebel	13.31	-0.2
Sitel	2.65	0.04
SPSS	21.06	-1.36
SupportSoft	13.49	0.54
Sykes	8.76	-0.01
Tekelec	20.6	2.58
Teletech	10.46	0.18
Verint	24.6	0.1
Vignette	2.39	0.02
ViryaNet	5.4	-0.27
West Tel	25.06	0.06
Witness	11.13	0.66
As of close 01/30/04