November 6, 2000

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“The following are the basic definitions: POLICY—Illustrates a management decision. PROCEDURE—Lists, in order, the steps a team takes to complete an action. TASK—Lists, in order, the steps a person takes to complete a procedure step or a series of related actions.”
- Get the Point: How to Write Policies, Procedures, and Tasks for Help Desk and Customer Support Centers, by Ben Brigham

 


Other News


Versant Agreement with IBM [Top]
Versant announced an agreement with IBM to provide WebSphere software platform consulting services. IBM will be the prime contractor for the services sold by IBM sales representatives and Versant will serve as one of the certified sub-contractors for WebSphere services.



Kinetics Chooses Calico [Top]
Calico Commerce announced that Kinetics Group has selected Calico Advisor and Calico Market Maker to help buyers browse, search, select, customize and order Kinetics' products over the Web. By leveraging the Calico software, Kinetics is developing online gas system configuration models for each of its semiconductor equipment customers' process tools.



BrightStar Enables Premio [Top]
BrightStar announced that eBusiness Applications from Siebel have been implemented at Premio. In addition, BrightStar has enabled Premio with a integration of Siebel 2000 Applications to their J.D. Edwards ERP system.



PAR3 Adds Norm Thompson Outfitters [Top]
PAR3 announced the addition of Norm Thompson Outfitters to the list of customers using its alerting and response platform. With PAR3's Intelligent Response Platform, the retailer further strengthens its relationships with customers by delivering alerts however the customer chooses, including via mobile or home phone, email, pager, fax, hand-held Web or wireless device.



Outlaw Selected by HFN [Top]
Outlaw announced that HFN has selected CustomerFocus to be implemented across the organization to improve its performance and management of its healthcare relationships. CustomerFocus will be used to manage provider and group health relationships.



Systemax Selects Blue Martini [Top]
Blue Martini Software announced that Systemax has selected the Blue Martini Customer Interaction System to power its BtoB online and channel transactions. Blue Martini alliance member Arthur Andersen is leading the implementation of Blue Martini at Systemax. The Blue Martini Customer Interaction System will extend Systemax’s capability to provide content, as well as Extranet access to major accounts.



Pegasystems With Blue Cross Blue Shield [Top]
Pegasystems announced a live interface between the Pegasystems eCRM solution and the claims and eligibility system used by Blue Cross Blue Shield of Massachusetts (BCBSMA), a health insurer. This information exchange capability makes possible the integration between the Pegasystems eCRM-based member services desktop application and the claims and eligibility systems.



Aspect License Revenues Increase 70% [Top]
Aspect reported quarterly revenues of $145.5 million for the third quarter ended September 30, 2000 compared to $129.9 million for the same period last year. For the nine months ended September 30, 2000, total revenues were $432.1 million compared to $342.2 million for the same period last year.



Blue Martini Reports Third Quarter Results [Top]
Blue Martini announced financial results for its third quarter ended September 30, 2000. Blue Martini reported revenues of $21.0 million, an increase of over 485 percent compared to revenues of $3.6 million reported for the same period in the prior year.



TeleTech Reports Third Quarter Results [Top]
TeleTech Holdings announced third quarter financial results. Net income for the third quarter 2000 was $11.7 million, or 17 cents per share on a diluted basis, excluding a net one-time gain of $19 million, principally due to the sale of a portion of an equity investment.


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Selectica Inc 28 1/2 +1/2
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Sitel Corp 3 1/8 +3/16
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