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			RealMarket Live! - Webcasts ON DEMAND
		"Actionable Intelligence for a Smarter Enterprise"    Organizations have massive amounts of information available to them about customers, markets, personnel, and products. But, data alone has little business value. Join us as we explore how to uncover opportunities buried within your customer interactions and transform them into relevant, manageable intelligence for more informed decision making ... actionable intelligence. Actionable intelligence can enhance quality enterprise wide, optimizing performance and fueling profitability for your business. (Listen Now)   Must-Hear for:    Contact center managers, VPs of customer service, Managers looking to improve contact center decision making. What you will learn:    How good analytical practices and tools can improve decision making in the contact center. Featured Expert(s):    Lou Boudreau, Chief Technology Officer, Verint Systems
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AFSMI CEO Schoenewald Recognized
The Association for Services Management (AFSM) International announced that its CEO, John Schoenewald, received an award for his outstanding leadership in the service industry from the Service Industry Association (SIA) at the recent AFSMI S-Business Education Summit and Expo. This award has only been given three times.

Baja Wireless With Paramon Technologies
Baja Wireless has selected Paramon Technologies' CLWeb and InfoCenter for implementation of the company multilingual web solution. The solution includes multilingual website and customer self-service along with the cross-lingual content and knowledge management. Paramon Technologies web solutions solve challenges in building and maintaining multilingual web solutions.

NetCall Joins CCNG
NetCall Telecom announced that it joined the Call Center Network Group (CCNG) as a corporate industry member. Now in its eleventh year, CCNG is an organization networking more than 1,800 management and industry professionals on local, regional, national, and online levels.

			Required Reading
		What Customers Really Want Is for You to Do Their Jobs     To make innovative products that drive growth, companies must forget about demographics, product attributes and market size data, and focus on the specific jobs customers need to get done. Read about it in this excerpt from Michael E. Raynor's new book "Innovator's Solution." more >>
Archive of past Required Reading articles

• NTL Home Standardizes on Motive - NTL Home and Motive announced that the companies have broadened their relationship to include the use of automated service and ongoing suppo . . . more >>
• Courion Helps with HIPAA Compliance - Children's Hospital Boston's Chief Technology Officer Scott Ogawa will present at the Inside ID Show to discuss how to achieve HIPAA complia . . . more >>
• Thomson Elite Announces ProLaw 9.5 - Thomson Elite announced the release of ProLaw's version 9.5. ProLaw, the company's integrated practice management suite for small and medium . . . more >>
• ROI with Siebel Government - Siebel announced that Epsom and Ewell Borough Council in the UK has achieved a complete return on its Siebel Government Applications investm . . . more >>
• Magnasync Announces Product - Magnasync announces the latest in advanced, digital voice-recording products and applications. Magnasync's line of Specialist recorders has . . . more >>
• Oracle to Support K-12 Project in China - In a recent kickoff meeting in Beijing, Oracle announced it will be supporting the National Center for Educational Technology (NCET), an org . . . more >>
• Pragmatech Announces Results - Pragmatech Software announced record revenues for its third quarter ended September 30, 2003. Year to date, revenues are the highest the com . . . more >>
• A&B With Active Decisions - A&B Sound and Active Decisions announced that A&B will be offering its customers access to Active Decisions 7, ADI's "guided selling technol . . . more >>
• Orion Selects Metaphor Solutions - Metaphor Solutions has been selected by Orion Telecommunications Corp. to provide automated speech IVR applications for Orion's call centers . . . more >>
• The Beryl Companies Selected By Sunrise - The Beryl Companies was selected by Sunrise Hospital & Medical Center and Sunrise Children's Hospital to manage their physician referral and . . . more >>

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Nasdaq	1,953.31	0.53%
S&P 500	1,058.45	0.43%
Amdocs	24.21	0.21
APAC	2.75	0.05
Applix	3.66	-0.03
Apropos	3.99	0.05
Ask Jeeves	18.99	0.56
Aspect	14.32	-0.03
Astea	2.52	0.15
ATG	1.7	0.05
AVAYA	13.45	0.07
Blue Martini	4.8	0.03
Broadvision	4.56	0.04
Chordiant	4.25	-0.08
ClickSoftware	4.4	-0.1
Convergys	15.31	-0.19
Concerto	11.95	-0.03
E.piphany	7.77	-0.53
eGain	2.16	0.13
eLoyalty	3.8	0
Epicor	12.46	0.11
eOn	3.2	-0.08
Firepond	3.14	0.01
FirstWave	5.28	-0.11
Group 1	18.21	0.2
HP	21.86	0.2
ICT Group	13.99	0.18
Interact Intell	5.11	0.61
Interv Brite	10.46	0
KANA	3.12	0.07
LivePerson	6.71	-0.31
NCR	34.69	0.41
NICE	23.75	-0.05
Onyx Software	4	-0.05
Oracle	12.04	0.17
Pegasystems	7.71	0.12
PeopleSoft	21.35	0.04
Pivotal	2.03	0
Primus	4.53	0.13
Rainmaker	1.3	0.06
SAP	38.58	0.23
Selectica	4.5	0
Sento	3.15	-0.32
ServiceWare	0.6	0
Siebel	13.11	-0.05
Sitel	2.43	0.03
SPSS	19.69	0.48
SupportSoft	14.2	0.58
Sykes	8.99	-0.23
Tekelec	16.92	0.51
Teletech	10.07	-0.26
Verint	23.1	0.2
Vignette	2.31	0.02
ViryaNet	5.11	-0.01
West Tel	23.78	-0.04
Witness	8.85	-0.15
As of close 11/26/03