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			RealMarket Live! - Webcasts ON DEMAND
		"Opportunity Knocks: Creating & Capturing Sales and Marketing Opportunities"    Want to know how to manage customer and sales information by streamlining sales processes and executing high value marketing campaigns? Listen to a case study on the benefits of an integrated CRM strategy and learn how GoldMine has helped thousands of organizations. (Listen Now)   Must-Hear for:    Sales Managers, CRM Executives What you will learn:    How to improve customer service with a better understanding of how customers want to interact. How to get quick ROI from your CRM investment. What key management reports make the difference. Featured Expert(s):    Eric Vaughn, Industry Manager, FrontRange Solutions
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KANA Enables VELUX
KANA announced that VELUX is using KANA Response software to respond to the 70,000 customer inquiries its German contact center receives annually. Based on its success reducing e-mail response times with KANA, the company is considering expanding its use of KANA to its contact centers in the United Kingdom and France.

Avaya And Extreme Networks Form Alliance
Avaya and Extreme Networks have entered into an alliance to develop and market converged communications solutions. Avaya will also resell Extreme Networks' data networking products and will provide planning, design, implementation and management services support through Avaya Global Services.

			Required Reading
		CRM Crisis? ASPs Save the Day    A September survey by Aberdeen Group and RealMarket found that 35 percent of respondents are already using hosted CRM products, with 85 percent saying they will evaluate ASP solutions as they consider deploying CRM for the first time. This infoWorld articles explores how hosted CRM solutions have bolstered integration and customization capabilities making them stronger enterprise-wide solutions. more >>
Archive of past Required Reading articles

• FrontRange Introduces HEAT Desktop Manager Integration - FrontRange Solutions announced the coming availability of HEAT Desktop Manager, a technology application that provides access to LANDesk Man . . . more >>
• etalk And Wells Fargo Webinar - Join etalk and Wells Fargo for an upcoming Webinar entitled “Impacting Agent Performance: Recording for Compliance.” A new generation of con . . . more >>
• Remedy To Deliver ITIL Best Practices - Remedy announced it will work with IBM Global Services to provide customers with a complete service management solution. Based on ITIL best . . . more >>
• Far EasTone Selects Amdocs - Far EasTone Telecommunications and Amdocs announced that FET has selected the Amdocs Enabler product for convergent voice, data, content and . . . more >>
• Siebel Closes Acquisition Of UpShot - Siebel Systems announced that it has closed its acquisition of UpShot Corporation. Under the terms of the deal, $50 million in cash will ini . . . more >>
• Participate Systems New SSPA Vendor Member - The Service & Support Professionals Association (SSPA) announced that Participate Systems has joined the SSPA Vendor Member program, a membe . . . more >>
• Campus IT Managers Select GoToAssist - IT managers are increasingly choosing GoToAssist, Expertcity’s virtual on-site support solution, to optimize campus help desk and IT support . . . more >>
• RSA and Microsoft Extend Integration - RSA Security has extended its relationship with Microsoft with the inclusion of RSA ClearTrust v5.5 web access management software as part o . . . more >>
• Research: C-Level Involvement and CRM - Reservoir Partners announced the availability of its newest report, CRM Leadership Strategies: C-Level's Involvement in the Customer Experie . . . more >>
• Customer First Call Centers Names VP - Customer First Call Centers has named Michael Roby Vice President of Customer Care, a new position created to help the company keep pace wit . . . more >>
• Grupo Santander Selects NICE - NICE Systems announced that Grupo Santander has selected NICE Systems for a multi-phase regional implementation of Total Recording and Qual . . . more >>
• eGain Announces New Release Of Data Adapter - eGain announced a new version of eGain Data Adapter to support the eGain SafeSwitch Program. Announced earlier this year, eGain SafeSwitch a . . . more >>

Stock Index
RealMarket	38.66	-1.28%
Stock Index:	Tell me more
Dow Jones	9,838.83	-0.20%
Nasdaq	1,957.96	-0.50%
S&P 500	1,053.25	-0.55%
Amdocs	21.2	0.1
APAC	2.55	-0.05
Applix	4.03	0.13
Apropos	3.29	0.15
Ask Jeeves	19.95	0.12
Aspect	14.18	0.6
Astea	3.1	-0.09
ATG	1.83	-0.05
AVAYA	13.22	0.16
Blue Martini	5.44	0.02
Broadvision	5.16	0.08
Chordiant	4.4	0.05
ClickSoftware	3.22	0.08
Convergys	15.83	-0.75
Concerto	11.97	-0.03
E.piphany	6.93	0.02
eGain	3.64	0.32
eLoyalty	3.37	0.12
Epicor	10.919	0.139
eOn	2.38	-0.07
Firepond	3.12	-0.01
FirstWave	5.42	0
Group 1	18.8	-0.15
HP	22.98	0.28
ICT Group	14	0
Interact Intell	3.3	0
Interv Brite	10.86	-0.09
KANA	3.53	-0.06
LivePerson	5.01	-0.1
NCR	36.02	-0.06
NICE	23.95	0.6
Onyx Software	4.96	0.26
Oracle	12.21	0.02
Pegasystems	8.508	0.608
PeopleSoft	21.36	-0.19
Pivotal	1.76	0
Primus	3.59	-0.24
Rainmaker	1.3	0.06
SAP	36.47	-0.71
Selectica	4.42	-0.24
Sento	3.6	0
ServiceWare	0.685	-0.015
Siebel	13.13	-0.34
Sitel	1.79	0.04
SPSS	19.04	0.35
SupportSoft	13.07	0.03
Sykes	10.09	0.17
Tekelec	16.21	-0.52
Teletech	6.75	-0.15
Verint	22.15	0.25
Vignette	2.68	0.11
ViryaNet	6.9	0.11
West Tel	23.91	-0.8
Witness	8.6	0.3
As of close 11/04/03