Real Market Research
Support Stock Index & News
Monday,
August 10, 1998
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Today's SSDEX Figures |
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Index |
Close |
Change |
Percent |
SSDEX |
67.89 |
-0.47 |
-0.69% |
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Support Stock Index (SSDEX) is the support industry's health barometer. It is a measure of the stock performance for companies that sell products and services to the support / customer interaction industry. On 12/31/96, SSDEX's value was set at 100, making it easy to see how the industry is performing as a group. Quarterly in-depth reports are available for $99/year. |
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Support Resource Center |
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Today's Gainers and Losers |
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Company |
Close |
Change |
Percent |
ICT Group
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2 13/16
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12.50%
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Bringing together people, process and technology HDI Tip of the Day |
| The First Daily Report for the Service & Support Industry | |
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| General News |
ComputerWorld Special Report -- "Customer Relations"
If you've ever zipped through bank transfers or loan payments at your PC, sparing yourself a trip to an ATM, you know technology-driven customer service at its best. And if you've ever found yourself four menus deep in a voice-mail labyrinth -- with no answer to your question and no apparent way out save hanging up -- you know technology-driven customer service at its worst. This Special Report looks at companies that are doing it right; companies that aren't; how you can make sure you're in the former group rather than the latter; some surprising career opportunities in this booming field; and some of the hottest new products and trends. Check out "the good news" and "the bad news" and "the future".| Product News |
Network Associates Previews Merlin Next Generation Browser-Based Service Desk
Network Associates, Inc. (NAI) today previewed its next generation service desk, code named Merlin. According to NAI, Merlin requires no data migration for current users of SupportMagic. In addition, Merlin will also support SupportMagic's application programming interfaces (APIs) and data segregation, ensuring that extensions previously made to existing SupportMagic SQL installations will be seamlessly supported. Combining the user interface and knowledge management technology of SupportMagic with the functionality of Total ServiceDesk, Merlin is a solution that can be deployed in departmental implementations as well as company-wide environments.
Network Associates Announcements Of SupportMagic SQL 4.02
Network Associates today announced SupportMagic SQL 4.02, a product upgrade available to SupportMagic SQL help desk users. This is the first step in Network Associates' continued development and support of the SupportMagic SQL product as a stand-alone product offering. SupportMagic SQL 4.02 features notification of specific support staff through an escalation server, international time zone support, the ability to assign tasks to support staff by groups and Web server support for automatic screen changes and call forwarding to support staff.
PLATINUM technology Expands Offering in Network, Systems, Application and Database Management
PLATINUM has expanded ProVision in five areas: Network Management, including cross-platform network monitoring; Systems Management, including enterprise security, help desk, and configuration management solutions; Database Management, including backup and recovery and data load and unload; Application Management, including performance monitoring and management; and integration with the Tivoli Management Framework. PLATINUM is introducing all of these enhancements this week in Chicago at PLATforum, the company's annual user conference.
Sybase Announces New Next Generation in Web-Based Learning
Sybase, Inc. today announced availability of Next Generation Learning (NGL), a learner-led approach to information technology (IT) training. Sybase is converting its current curriculum of over 40 courses with 600+ hours of content to this new learning methodology. The on-line learning environment features interactive activities for pre- and post-class learning, real-time demos, assessments, and other dynamic tools to supplement the learners' classroom experience.| Customer and Partner News |
CSI Selects Vantive for Enterprise-Wide Front-Office Automation System
The Vantive Corporation today announced that Computational Systems, Inc., (CSI), a developer and producer of predictive maintenance hardware and software, and a wholly owned subsidiary of Emerson Electric Company, has implemented Vantive Sales, Vantive Support and Vantive FieldService for its enterprise-wide sales and customer support system. The new Vantive system will be used by 160 sales and support professionals, including more than 60 mobile users, located throughout the United States.
Commercial Financial Services Chooses Davox's Unison Call Center Management System for Oklahoma Call Centers
Davox Corporation announced today that Commercial Financial Services (CFS), the nation's largest buyer and collector of credit card debt, has purchased licenses for and completed implementation of 14 Unison(R) call center management systems. The systems are being used in the company's Tulsa and Oklahoma City-based call centers. Unison is an unified software solution that enables call centers to automate customer contact activities, resulting in improvements in agent productivity, call center efficiency, and customer services.