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			RealMarket Live! - Webcasts ON DEMAND
		"Complete Service Management: Beyond the Help Desk"    Today we look beyond the Help Desk and explore the evolution to complete service management. Join us as we discuss the trends, challenges, and strategies to maximizing your investment in service management. In addition, we will spend time discussing a real life example of a company that has made the move. (Listen Now)   Must-Hear for:    Help Desk Managers, Contact Center Managers What you will learn:    Which analytical capabilities contribute the most to an organization's success. How to make technicians more productive so they can service more customers effectively. How to track and manage service level agreements in order to exceed customer expectations. How organizations efficiently deal with higher support levels demanded by remote and mobile workers. Featured Expert(s):    Kelly Blice, Director, FrontRange Solutions
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West Corporation Reports Earnings
For the fiscal year 2003, revenues were $988.3 million, a 20.4% increase compared to 2002 revenues of $820.7 million. Operating income was $143.1 million, up 34.4% compared to $106.5 million in the prior year. Net income increased 28.0% to $87.9 million, versus $68.6 million in 2002. The company earned $1.28 per diluted share in 2003, compared to $1.01 in 2002.

Onyx Announces Results
Revenue for 2003 was $58.4 million, compared to $69.4 million in 2002. Reported net loss for 2003 was $6.2 million, or a loss of $0.46 per share, compared to a reported net loss of $13.8 million or a loss $1.10 per share in 2002. Non-GAAP operating loss for 2003, which excludes amortization of intangibles, stock-based compensation expense and restructuring was $3.9 million, compared to a non-GAAP operating loss of $4.0 million for 2002.

SITEL Reports Results
For the year of 2003, the Company reported revenue of $846.5 million as compared to revenue of $770.2 million for the year of 2002. For the year of 2003, the Company had an operating profit of $10.8 million, and a net loss of $5.2 million or a net loss of $0.07 per diluted share. This compares to an operating profit of $29.3 million, and a net income of $8.6 million or $0.12 per diluted share.

			Required Reading
		Eli Lilly Sees IT as a Business Tool     When Eli Lilly & CO. launched Strattera, the first nonstimulant treatment for kids with attention-deficit hyperactivity disorder, the company knew the side effects could include nausea and sleepiness. By gathering and analyzing feedback from its call centers, with the help of a customer-relationship-management system, Lilly discovered that those effects often were mitigated if children took the medication with a meal and at night. more >>
Archive of past Required Reading articles

• Voice Print Introduces Activ! Reliance - Voice Print International announced its latest solution for recording and storing communications. Organizations in need of full-time recordi . . . more >>
• Convergys Selected by IBM as Partner - Convergys announced it has signed a 5-year agreement with IBM. Convergys will provide a range of customer care services to IBM as part of it . . . more >>
• End II End Deploys Siebel CRM OnDemand - End II End sought a solution that would help it make the most of limited resources and efficiently automate and manage certain key customer . . . more >>
• eLoyalty Announces Campaign Management Implementation - eLoyalty announced it recently went live with an E.piphany Campaign Management software solution implementation for a large wireless telecom . . . more >>
• Tampa Electric Chooses Elix - Elix announced their agreement with Tampa Electric to provide and implement a suite of contact center applications from Genesys. Elix will a . . . more >>
• First Albany Selects Interface Software - First Albany Companies has selected Interface Software as the centerpiece of the firm's client relationship management (CRM) strategy. First . . . more >>
• NuComm Implements AVAYA - Savings of up to 30 percent in network costs and increases in service levels to its North American client base convinced NuComm Internationa . . . more >>
• METRO Expands Use of NCR FastLane - NCR announced that the METRO Group has extended its commitment to self-checkout. Under the agreement, METRO Group will deploy NCR FastLane i . . . more >>
• Sons of Norway Goes Live With Wintouch - Touchtone announced that Sons of Norway has selected Wintouch Member Management software to facilitate member contact and extend insurance s . . . more >>

Stock Index
RealMarket	42.68	1.36%
Stock Index:	Tell me more
Dow Jones	10,495.55	0.24%
Nasdaq	2,019.56	0.27%
S&P 500	1,128.59	0.18%
Amdocs	28.9	0.38
APAC	2.85	0.05
Applix	4.15	-0.1
Apropos	4.16	-0.1
Ask Jeeves	21.59	0.53
Aspect	17.94	-0.11
Astea	3.75	0.15
ATG	1.55	0.02
AVAYA	16.84	-0.43
Blue Martini	5.33	-0.06
Broadvision	6.79	-0.55
Chordiant	5.27	-0.17
ClickSoftware	4.31	-0.13
Convergys	16.19	0.14
Concerto	11.98	0
E.piphany	8.02	0.16
eGain	2.72	-0.26
eLoyalty	5.57	-0.42
Epicor	14.34	0.28
eOn	3.09	-0.31
FirstWave	5.78	0.03
Group 1	12.75	0.02
HP	23.32	0.13
ICT Group	14.25	0
Interact Intell	5.33	-0.42
Interv Brite	11.73	-0.22
KANA	4.31	0.04
LivePerson	4.53	0.11
NCR	43.27	0.83
NICE	23.99	1.09
Onyx Software	4.02	-0.14
Oracle	13.57	0.3
Pegasystems	10.02	0.2
PeopleSoft	22.95	0.25
Pivotal	2.1	0.01
Primus	5.15	0.24
Rainmaker	1.65	0.07
SAP	42.04	1.24
Selectica	4.7	0.03
Sento	4.36	-0.4
ServiceWare	0.83	0.03
Siebel	13.53	0.38
Sitel	3.03	0.26
SPSS	20.14	0.14
SupportSoft	12.26	-0.25
Sykes	8.18	0.17
Tekelec	19.77	0.76
Teletech	10.07	0.06
Verint	25.47	0.46
Vignette	2.28	-0.02
ViryaNet	5.04	-0.37
West Tel	24.14	0.06
Witness	11.03	-0.3
As of close 02/05/04