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REAL
MARKET
RESEARCH
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Tuesday,
October 13, 1998
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THE
SUPPORT
REPORT
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The First and Only Daily Report for the Service and Support (CRM) Industry
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Resource Center
The One-Stop Shop for Service & Support Resources
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News Archive
Career Corner
Demo Central
Support Library
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Support Suppliers
Support Publications
Support Calendar
Support Stock Index
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Today's SSDEX Figures |
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Index |
Close |
Change |
Percent |
SSDEX
Dow
Nasdaq
S&P500
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46.98
7938.14
1509.45
994.80
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-1.41
-63.33
-36.63
-2.91
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-3.01%
-0.79%
-2.37%
-0.29%
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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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Today's Gainers and Losers
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Company
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Close
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Change |
Percent |
IMA
Firstwave
Remedy
Astea
APAC Tel.
SPS Pay
Datawatch
Sykes
Aspect
Clarify
Melita
Peregrine
Inference
Aegis Comm
Vantive
Precision
West Tel
Teletech
Applix
ICT Group
Pegasystems
Siebel
SITEL
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4 3/4
2 11/32
8 7/8
1 1/2
4 3/16
31 3/4
1 1/16
14 7/16
16 3/4
8 1/4
8
36 1/4
3 3/4
1 3/32
6 1/4
4 7/8
10 5/16
8 9/16
2 17/32
2
6 5/8
16 9/16
1 7/8
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3/4
1/8
0
0
0
0
0
- 1/16
- 1/8
- 1/16
- 1/16
- 9/16
- 1/16
- 1/32
- 3/16
- 3/16
- 7/16
- 3/8
- 5/32
- 1/8
- 1/2
-1 5/16
- 1/4
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18.75%
5.63%
0.00%
0.00%
0.00%
0.00%
0.00%
-0.43%
-0.74%
-0.75%
-0.78%
-1.53%
-1.64%
-2.78%
-2.91%
-3.70%
-4.07%
-4.20%
-5.81%
-5.88%
-7.02%
-7.34%
-11.76%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
As leaders. we live under a microscope. Nothing we say or do escapes the
scrutiny and examination of our followers. This is one of the most
important secrets of leadership: Followers mirror the example set for
them.
-- Making a Difference: 12 Qualities That Make You a Leader, by Shelia
Murray Bethel
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You can be a Help Desk Expert in Just 3 Days
Businesses Radically Rethinking How They
View Customers
The next five years will see the world's major
corporations increasingly organized around the types
of customers they serve, rather than along product lines or
geographic business units, according to a
new global study published by Andersen Consulting in
collaboration with the Economist Intelligence
Unit.
While only 18 percent of businesses surveyed are
currently organized around customer type, nearly
50 percent expect to be by 2002.
Indicative of the significant changes under way,
70 percent of businesses say they expect to change
their approach to "customer relationship management" --
an organizational discipline that encompasses
identifying, attracting and retaining the most valuable customers to
sustain profitable growth -- during
the next five years.
Quintus Say Call Centers Not Ready for Y2K
Quintus Corporation today
announced the results of a survey, revealing that the majority of call
centers are not ready for the glut of consumer calls about the Year 2000
(Y2K) issue.
Among the more alarming statistics: only 29 percent of companies
surveyed have a Y2K task force to assess call center issues and
concerns. Fewer than half surveyed--only 42 percent--reported that their
companies are prepared to handle the volume of calls from consumers
concerned about the Year 2000 issue.
SYMPOSIUM 2.6 from Centra Offers Web-Based Collaboration
Centra
Software, Inc., today announced the availability of SYMPOSIUM 2.6,
a new release that helps organizations communicate, collaborate and
deliver learning across the enterprise,
SYMPOSIUM lets globally dispersed participants talk
and interact with each other through Web-based audio
conferencing, shared applications and dynamic content over
a single network connection with bandwidth as low as 28.8 Kbps.
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Partner and Customer News |
Deloitte Consulting and Siebel Systems Team to
Deliver Enterprise Relationship
Management Solutions
Deloitte Consulting and Siebel Systems, Inc.
have formed an alliance to deliver Enterprise Relationship Management (ERM)
solutions to a wide
range of industry clients.
Deloitte Consulting and Siebel will also co-develop
methodologies to assist with the migration from Siebel's Series 3 and Series
5 customers' applications to Siebel 99.
The Vantive Corporation Uses SYMPOSIUM to
Shorten Time to Market
Product Support Over the Internet
Centra Software, Inc. today announced that The
Vantive Corporation has selected SYMPOSIUM to improve worldwide sales and service
productivity by shortening time to market for new products and
technology.
Vantive has deployed SYMPOSIUM and is
currently running weekly orientation sessions for new employees, new product
feature training, and sessions that support the corporate-wide rollout of a Vantive
Version 8-system upgrade to all employees.
Paragren Technologies and LODESTAR Corporation
Announce Strategic Relationship
Paragren Technologies announced today that it entered
into a strategic marketing agreement with LODESTAR Corporation
of Peabody, MA to provide a comprehensive,
billing and customer care solution for the energy industry.
The new alliance will incorporate Paragren's
One-By-One(R) suite of marketing applications into
LODESTAR Corporation's Billing and Customer Care Solution.
Clarify FrontOffice 98 to be Resold by
Hewlett-Packard Company
Clarify Inc. today announced that Hewlett-Packard Company
will resell Clarify FrontOffice
98, an integrated suite of applications for sales,
marketing, customer support, field service and logistics. This new agreement
allows HP's Local Products Organization to resell
Clarify as part of its customer care solution, which also includes
hardware, networking and integration services.
SCITEC Limited Deploys Astea International's
ServiceAlliance(TM) for Customer Service and Support at New Call
Logging Facility
Astea International announced that SCITEC Limited, a
manufacturer of telecommunications products and services in
Australia, has implemented Astea's
ServiceAlliance(TM) customer service software for
SCITEC's national call logging facility at its new Network
Observatory(TM) in Sydney.
ServiceWare Inc. and DriveSavers, Inc. Partner
ServiceWare and data recovery specialist
DriveSavers today announced a knowledge exchange partnership designed to
make it easier than ever to recover lost data. As a result of this
partnership, visitors to the DriveSavers Web site will have access to
interactive information developed from this content exchange program, while
ServiceWare will incorporate information about data recovery into future
editions of the Knowledge-Pak Desktop SuiteTM and Knowledge-Pak Network
SuiteTM, ServiceWare's comprehensive collections of technical support
solutions.
Knowledge Tools for your Help Desk from Knowlix Corporation
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