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RealMarket Live! - Webcasts ON DEMAND |
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"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)
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Must-Hear for:
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Help Desk Managers, Contact Center Managers
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What you will learn:
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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.
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Featured Expert(s):
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Kelly Blice, Director, FrontRange Solutions
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Archive
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syndicate RealMarket Live! on your web site |
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AutoTrader.com Selects MicroStrategy
MicroStrategy announced that AutoTrader.com has selected MicroStrategy Report Services for reporting and analysis. Over 800 AutoTrader.com employees will run reports against a 7-terabyte data warehouse and will use MicroStrategy Report Services for sales analysis and reporting to improve operational efficiencies and competitive insight.
U.K. Royal Mail Relies On Nuance And Aspect
Nuance and Aspect Communications announced that the United Kingdom's Royal Mail has reduced call handling costs for its Track & Trace (T&T) delivery tracking service by investing in Aspect Customer Self-Service with speech recognition by Nuance. The software automates the processing of 80,000 calls a month, putting it on track to handle approximately a million calls for Royal Mail during its first year of use--around half of all calls to the T&T service. Royal Mail expects that by offloading work from its customer service advisors, the self-service technology will reduce its T&T call handling costs by about 25 percent.
- Group 1 Releases Latest Version Of Centrus - Group 1 Software announced enhancements to all of the products in its Centrus business geographics suite. Through its embeddable technology . . . more >>
- Infra Releases PDA Support For Field Technicians - Infra Corporation has released support for PDAs that will increase the efficiency of field technicians by allowing them to access incident a . . . more >>
- SSPA Benchmark Study - The Service & Support Professionals Association (SSPA) announced Key Findings of a research project gaining insight into the state of the su . . . more >>
- Utility Gets Return from mySAP CRM - SAP AG announced the latest in a series of studies demonstrating the return on investment (ROI) customers achieve using mySAP CRM. Conducte . . . more >>
- Motive Selected by Tin.it - Motive announced that Tin.it is using the Motive Service Management Suite to provide its Internet customers with an automated pre-qualificat . . . more >>
- Honeywell Aerospace With Siebel - Siebel Systems announced that Honeywell Aerospace is reporting substantial gains from its ATLAS (Aerospace Total Account System) customer re . . . more >>
- IBM Selects PeopleSoft - PeopleSoft announced that IBM has licensed PeopleSoft Enterprise Services Procurement, a component of PeopleSoft's Supplier Relationship Man . . . more >>
- Business Objects Joins IBM ISV Advantage - Business Objects announced it has joined IBM's ISV Advantage Initiative, a program designed to provide independent software vendors (ISVs) w . . . more >>
- KANA And Blue Cross Blue Shield Partner - KANA announced the company has signed a national marketing agreement with the Blue Cross and Blue Shield Association (BCBSA), the associatio . . . more >>
- ICT Group Expands Reach In Mexico - SER Solutions announced that ICT Group will expand its reach in Mexico with the deployment of SER's Call Processing system and advanced Tele . . . more >>
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| Stock Index |
| RealMarket |
41.15
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2.19%
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| Stock Index: | Tell me more |
| Dow Jones | 9,899.05 | 1.18% |
| Nasdaq | 1,989.82 | 1.49% |
| S&P 500 | 1,070.13 | 1.11% |
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| Amdocs | 25.94 | 0.92 |
| APAC | 2.8 | -0.02 |
| Applix | 3.36 | -0.28 |
| Apropos | 3.97 | -0.03 |
| Ask Jeeves | 19.06 | -0.26 |
| Aspect | 14.85 | 0.13 |
| Astea | 2.461 | -0.079 |
| ATG | 1.75 | 0.04 |
| AVAYA | 14.09 | 0.49 |
| Blue Martini | 4.85 | -0.08 |
| Broadvision | 4.84 | 0.14 |
| Chordiant | 4.35 | -0.03 |
| ClickSoftware | 4.5 | -0.2 |
| Convergys | 15.53 | 0.19 |
| Concerto | 11.9 | -0.02 |
| E.piphany | 7.94 | 0.04 |
| eGain | 2.95 | 0.31 |
| eLoyalty | 3.6 | 0 |
| Epicor | 13.1 | 0.63 |
| eOn | 3.1 | 0.04 |
| Firepond | 3.13 | -0.01 |
| FirstWave | 5.05 | 0.04 |
| Group 1 | 18.17 | 0.33 |
| HP | 21.86 | 0.12 |
| ICT Group | 13.73 | 0.27 |
| Interact Intell | 6.25 | 0.61 |
| Interv Brite | 10.55 | 0.05 |
| KANA | 3.24 | 0.16 |
| LivePerson | 7 | 0.21 |
| NCR | 35.03 | 0.13 |
| NICE | 23.34 | -0.4 |
| Onyx Software | 4.03 | 0 |
| Oracle | 12.47 | 0.45 |
| Pegasystems | 7.78 | -0.21 |
| PeopleSoft | 21.355 | 0.235 |
| Pivotal | 2.11 | 0.09 |
| Primus | 5.19 | 0.77 |
| Rainmaker | 1.25 | -0.06 |
| SAP | 39.5 | 0.95 |
| Selectica | 4.58 | -0.06 |
| Sento | 3.16 | -0.33 |
| ServiceWare | 0.6 | 0 |
| Siebel | 13.5 | 0.34 |
| Sitel | 2.33 | -0.02 |
| SPSS | 19.31 | -0.04 |
| SupportSoft | 14.47 | -0.03 |
| Sykes | 9.5 | 0.36 |
| Tekelec | 16.97 | 0.27 |
| Teletech | 10.38 | 0.24 |
| Verint | 23.79 | 0.64 |
| Vignette | 2.34 | 0.02 |
| ViryaNet | 6.65 | 0.99 |
| West Tel | 24.125 | 0.425 |
| Witness | 9.44 | 0.44 |
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| As of close
12/01/03
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