REAL MARKET RESEARCH
Wed, October 21, 1998
THE SUPPORT REPORT
The First and Only Daily Report for the Service and Support (CRM) Industry

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Today's SSDEX Figures

Index

Close

Change

Percent

SSDEX
Dow
Nasdaq
S&P500

53.35 8519.23 1674.75 1069.92

-0.42
13.38
35.56
5.99

-0.79% 0.16%
2.17%
0.56%

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.


Today's Gainers and Losers

   Company   

   Close    

 Change 

 Percent 

SITEL
Precision
Aspect
ICT Group
Teletech
Inference
APAC Tel.
Melita
SPS Pay
Clarify
Astea
Vantive
Siebel
IMA
Datawatch
West Tel
Pegasystems
Aegis Comm
Peregrine
Sykes
Remedy
Firstwave
Applix

3 1/4
6 11/16
12 9/16
2 5/8
10 13/16
3 3/4
5 3/8
10 3/4
31 15/16
8 3/8
1 13/16
6 7/8
20 1/8
5 3/4
1 1/32
11 7/8
11 3/8
1 5/16
36 1/2
18
12
2 1/32
2 1/2

3/8
11/16
15/16
1/8
1/2
1/8
1/8
1/4
0
0
- 1/32
- 1/8
- 3/8
- 1/8
- 1/32
- 3/8
- 1/2
- 1/16
-2
-1 3/32
- 13/16
- 7/32
- 1/2

13.04%
11.46%
8.06%
5.00%
4.85%
3.45%
2.38%
2.38%
0.00%
0.00%
-1.69%
-1.79%
-1.83%
-2.13%
-2.94%
-3.06%
-4.21%
-4.55%
-5.19%
-5.73%
-6.34%
-9.72%
-16.67%


Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2

First key to becoming a change master: Don't fight it. Fighting and refusing to recognize change are natural, human reactions. "Our dilemma," says columnist Sydney Harris, "is that we hate change and love it at the same time; what we want is for things to remain the same but get better." -- Making a Difference: 12 Qualities That Make You a Leader, by Shelia Murray Bethel


      

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  General News    

Support Management Forum Scheduled for Nov. 11

Service Management International is sponsoring the 1998 Support Management Forum, November 11-13 in Washington, D.C. The Forum brings two days of real world advice about how to improve support efficiency, increase customer satisfaction, and improve personal management skills. The Forum is also sponsored by Soft-letter and the Association of Support Professionals. Full Story - http://www.realmarket.com/news/smi102198.html.

Advantagekbs Hosts Webinar On Call Center Knowledge Management

Advantagekbs, Inc., makers of the IQSupport Application Suite of help desk and call center tools, today announced they will present a free, Web-enabled seminar on November 3 to discuss the role of knowledge management (KM) in developing an effective integrated service chain.

  Product News    

Quintus Introduces SalesQ

Quintus Corporation announced the immediate availability of SalesQ(TM), opportunity management software designed to facilitate telemarketing, inside sales and field sales for departments that sell complex products and services. SalesQ is designed to be used in conjunction with CallCenterQ, Quintus' customer interaction management application for the consumer call center.

  Partner and Customer News    

Knowlix Partners with Bendata

Knowlix Corporation today announced that it has formed an integration partnership with Bendata, Inc. This partnership combines Knowlix knowledge management solutions with Bendata's HEAT application for automating internal support center operations. As part of the partnership, Knowlix has integrated its line of knowledge management tools with the HEAT application, enabling HEAT users to access iKnow™ software and companion knowledgebases from within Bendata HEAT. Full Story - http://www.realmarket.com/news/knowlix102198.html.

Acuity WebCenter Selected by Ascend Communications as Engine for New Interactive Web Services Initiative

Acuity, a provider of Web-based customer interaction solutions, today announced that wide-area networking solutions provider Ascend Communications has selected Acuity WebCenter(TM) Enterprise to serve as the foundation for Ascend On-Line Services (AOS), a Web-centric service and support delivery model. WebCenter Enterprise enables direct interaction between customers and Ascend staff over IP-based networks, in conjunction with self-service options.

  Financial News    

Clarify Inc. Announces Record Third Quarter Revenues

Clarify Inc. today announced revenues of $34.5 million for the quarter ended September 30, 1998, an increase of 57 percent over revenues of $21.9 million in the same quarter a year ago. Net income for the third quarter was $2.0 million, or $0.09 per share, compared with net income of $293,000, or $0.01 per share, for the same quarter in 1997. New customers include Best Buy, E-Plus Mobilfunk, Telinor and Toshiba America Medical Systems.

ICT GROUP INC. Reports Record 1998 Third Quarter Revenues: Net Earnings Increased 132% From Second Quarter 1998

ICT GROUP INC. reported that consolidated net revenues for the three months ended Sept. 30, 1998, were a record $30.7 million, a 41% increase compared to net revenues of $21.7 million for the third quarter of 1997. Inbound revenues grew 65% compared to the previous year's quarter.

IQSupport Application Suite from Advantagekbs

IQSupport Application Suite from Advantage kbs
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