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| Tuesday, September 8, 1998 |
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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. | |||||||||||||
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| Product News |
Primus Introduces SolutionSeries.com: Hosted Online Problem Resolution and Knowledge Management Service
Primus today introduced its SolutionSeries.com hosted online service that delivers problem resolution and knowledge management capabilities to customer support organizations for a monthly subscription fee. Primus® SolutionSeries.com service subscribers get Web-based access to Primus' problem resolution software, designed to help support organizations increase customer satisfaction and reduce support costs by solving problems more effectively. Full Story - http://www.realmarket.com/news/primus090898.html
Distributed Bits Previews Upgraded Version of Flagship Product
Distributed Bits, L.L.C., a developer of customer e-mail management products and solutions, is previewing ResponseNow Version 1.1 at the Support Services Conference & Expo, booth No. 1202 in the Moscone Center. ResponseNow v. 1.1 marks the first upgrade to this software product developed for organizations that receive large volumes of e-mail from customers and other outside parties.
GWI Software Ships WebHelp! Version 3.0
GWI Software, a provider of groupware-based client/server and native web customer service solutions, today announced that it is shipping an enhanced version of its WebHelp! customer service and support application. WebHelp! Version 3.0 provides small and medium sized businesses with support for the 3Com PalmPilot through the World Wide Web, advanced Internet search capabilities, as well as new navigation features that enable customers to solve their own problems online.
Remedy Extends IT's New ERP Links
Remedy Corporation today announced a new suite of enterprise service management solutions that aligns IT with the lines of business. Remedy Strategic Service Suite is a complete, out-of-box enterprise service solution with applications for help desk, purchasing, asset, change and service level management, Y2K compliance and links to back office automation products from SAP and Oracle.
Peregrine Systems Announces New Integrated OLAP Tool for ServiceCenter
Peregrine Systems, Inc. today announced its new OLAP product, ServiceCenter Insight. This new product allows users to dynamically analyze trends in data generated and summarized by ServiceCenter(R), Peregrine Systems Enterprise Service Desk application.
Peregrine Systems Announces New Java Client
Peregrine Systems, Inc. announced today a new Java client for its ServiceCenter(R) Application Suite. ServiceCenter is a suite of integrated software applications: Service Management, Problem Management, Problem Resolution, Change Management, Request Management, Work Management, Service Level Agreement Management and Inventory Configuration Management. The Java client allows users worldwide to access ServiceCenter within their web browser or inside of a stand-alone Java environment.
Computer Associates Brings High-End Help Desk Benefits to Smaller Networks
Computer Associates International, Inc. (CA) today announced the addition to its Workgroup Edition management product line: ServiceIT, a help desk solution designed for small-to-medium sized businesses and departments with limited support staffs and budgets.
Micro House Introduces Two New Knowledge Modules
Micro House International, Inc., a software publisher of CD-ROM and Internet-based technical reference information for PC service and support professionals, has announced two new technical support knowledge modules to aid help desk companies and IT professionals with technical support. Support On Site for Help Desk Levels 1 and Level 2 are help desk resources that provide comprehensive support on configuration and compatibility issues. Micro House integrates content from industry companies such as Intel, Hewlett-Packard, 3Com, Novell, Netscape, and Ziff-Davis.
ProAmerica Announces Connect-Care Version 6 Featuring Sales, Marketing and Customer Information Solutions
ProAmerica, a provider of customer relationship management solutions, today released Connect-Care(tm) Version 6, an enterprise-wide sales, marketing, support and customer information management solution. The Connect-Care release also marks a new name for ProAmerica's application, formerly known as SCM.
CBT Systems Expands Courseware
CBT Systems, a provider of interactive education software for information technology (IT) training, today announced the availability of new interactive computer-based training curriculum which maps to the A+ Certification Program developed by the Computing Technology Industry Association (CompTIA).
St. Bernard Software Announces System Activity Manager
St. Bernard Software has introduced a support tool that allows help desk staff to view system activity that led up to a crash or system problem. This new software, called System Activity Manager, provides a journal of the system activity occurring on a workstation or server - such as file names and actions, log-ons, applications running, connections and printing activities.
Oracle Announces Two Front Office Applications to Run Streamlined Call Centers And Improve Customer Service
Oracle Corp. today announced two new front office applications -- the Oracle Call Center and Telephony Suite, and the Oracle Customer Care Contact Center. Oracle is offering an enterprise-wide solution that fully integrates the front office with the back-end ERP system. This integrated system provides a 360-degree view of customer interactions, whether they occur through direct sales and services contact, customer access via the Web, inbound call centers or indirectly through partner channels.
Chordiant Software Unveils Chordiant Customer Communications Solution 1.5
Chordiant Software Inc. today unveiled the latest version of its next-generation call center software: Customer Communications Solution (CCS(tm)) 1.5. The new version adds support for Sun's Java development environment to integrate the Internet, call centers, sales operations and fulfillment into a common customer interface that is accessible from any medium.
Firstwave Technologies, Inc. Announces Enhancements to Takecontrol(R) Product Line
Firstwave(TM) Technologies, Inc., a provider of customer information systems, today announced new versions and options for its Takecontrol(R) line of products including Takecontrol'99 with a new graphical design and editing of telemarketing scripts and integration with the popular Seagate Crystal Reports(TM).| Partner and Customer News |
Citation Teleservices Uses IMA for New Customer Interaction Center
IMA, a provider of front office customer interaction software for call center automation, announced that Citation Teleservices, headquartered in Omaha, Neb., has licensed and is using IMA's EDGE(R) as the backbone of a new call center in Charleston, S.C.
Philips Electronics Selects AdvantageKBS for Worldwide Customer Support
Advantagekbs, Inc., today announced that Philips Electronics has selected its IQSupport Application Suite to automate their customer support operations. To support its global operations, Philips is streamlining its consumer call center operations to accommodate the changing needs of its customers. The software will be deployed at over 15 locations, worldwide.
ServiceSoft and Vertical Solutions Announce OEM Partnership
ServiceSoft Corporation, a provider of self-service software for the World Wide Web, announced today an OEM marketing partnership with Vertical Solutions, Inc., a provider of technology and business solutions for service management environments. Under the terms of the partnership, Vertical Solutions will integrate and sell ServiceSoft's Web Advisor(TM) software with its PowerHelp Millennium(TM) help desk management software.
Telamon Integrates TelAlert Notification With Network Associates' Total ServiceDesk
Telamon Tuesday announced that Network Associates Inc. has integrated TelAlert into its enterprise help-desk solution, Total ServiceDesk, for increased efficiency in automated notification and remote response.
ServiceWare Inc. and Oracle Corporation Partner to Offer Knowledge-based Customer Support
ServiceWare and Oracle Corporation today announced a partnership that combines ServiceWare's knowledge management capabilities with Oracle's Front Office Applications. The two companies will offer their joint customers a knowledge-based support solution for effectively capturing information, answering questions, and resolving customer issues across the enterprise.
Remedy(R) Corporation and NCR Partner to Resell Help Desk Software Worldwide
Remedy Corporation and NCR Corporation today announced an expansion of NCR's help desk solutions business through a global agreement to sell Remedy applications. NCR's global sales force will resell all Remedy products, which include Action Request System(R) (AR System), AR Web (TM), Remedy Help Desk (TM) and the new Remedy Strategic Service Suite. The agreement will allow NCR to deliver a suite of enterprise help desk services.
Unisys Corp. and Remedy(R) Corp. Partner
Remedy Corporation and Unisys Corporation today announced they have allied to provide help desk solutions. Through the alliance, Unisys, a provider of systems integration, outsourcing and consulting services, and Remedy will offer integrated help desk solutions.
Janus Technologies, Inc. Joins Remedy(R) Partner Program
Janus Technologies, Inc., a developer and provider of enterprise asset management repository software, today announced it has joined Remedy Corporation's Product Partners program. With the Argis/Remedy Action Request System(TM) integration, help desk personnel have access to more accurate and complete data in the Argis central asset repository.
CosmoCom and IHS Helpdesk Partner to Introduce Live Help Desk Support Via the Internet
CosmoCom and IHS Helpdesk Service announced today the formation of a partnership under which IHS plans to bring the benefits of CosmoCom's new live contact-enabling technology CosmoCall to many of its help desk operations.| General News |
Service Management International Acquires Integrity Support Consulting
Service Management International (SMI) announced today that it has acquired Integrity Support Consulting and appointed Dick Szymanski Vice President of Research and Publications. Szymanski himself is a former HDI certified training instructor and has spoken at numerous HDI events. Full Story - http://www.realmarket.com/news/smi090898.html
Bendata Ranks First in "Completeness of Vision"
Bendata Inc. (Bendata) announced that Gartner Group's Midrange Service Desk Magic Quadrant report places the firm first in the ``Completeness of Vision'' category, ahead of competitors Remedy and Network Associates.
Help Desk 2000 To Unveil the Latest in Help Desk Certification At Support Services Conference
Help Desk 2000 announced today that it will debut CORE 2000*, a new Help Desk Certification program at the Support Services Conference and Expo. CORE 2000 (Certified Operation for Resolution Excellence),is geared toward companies who want to step up their individual certification with best practices and methodologies for the entire Help Desk.| Financial News |
Astea Finalizes Agreement to Sell Bendata
Astea International today announced that the previously announced sale of its Bendata, Inc. subsidiary has closed. Bendata was sold to Ixchange Technology Holdings, Ltd. for over $43 million in cash and short-term guaranteed debt.
