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REAL
MARKET
RESEARCH
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Tuesday,
November 3, 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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58.64
8706.15
1788.43
1110.84
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0.65
0.00
-12.48
-0.76
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1.11%
0.00%
-0.69%
-0.07%
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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 |
Aspect
Inference
West Tel
Siebel
Datawatch
Aegis Comm
Peregrine
APAC Tel.
Applix
Firstwave
SPS Pay
Sykes
Teletech
Astea
Melita
Clarify
Precision
IMA
Pegasystems
Vantive
SITEL
ICT Group
Remedy
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16 5/8
4 3/16
12 3/4
22 5/8
1 3/16
1 3/16
39 9/32
7 1/2
3 1/32
2 1/8
31 15/16
19 9/16
9 3/4
1 1/2
12 1/8
13 15/16
7 1/16
5 1/8
10 5/8
8 23/32
3 11/16
2 3/16
11 1/16
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3/4
3/16
1/2
13/16
1/32
1/32
21/32
1/8
1/32
0
0
0
0
0
- 1/8
- 3/16
- 1/8
- 1/8
- 3/8
- 13/32
- 3/16
- 1/8
- 11/16
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4.72%
4.69%
4.08%
3.72%
2.70%
2.70%
1.70%
1.69%
1.04%
0.00%
0.00%
0.00%
0.00%
0.00%
-1.02%
-1.33%
-1.74%
-2.38%
-3.41%
-4.45%
-4.84%
-5.41%
-5.85%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
There are three prerequisites that are paramount to the success of your SLAs. They are: your company must have a service culture, your company's customer and business initiatives must drive all Information Services (IS) activities, and you must fully commit to the SLA process and contract. -- How to Establish and Maintain Service Level Agreements, by Char LaBounty
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 QAD has achieved SCP Certification
New META Group Study Finds Many Help Desk Outsourcers "Not Making the Grade"
META Group Inc. today announced that, according to a recent analysis of Global 2000 companies that currently outsource their IT help desks, a majority of these companies are unhappy with their current relationship. According to META Group, this dissatisfaction is forcing many organizations to "re-insource" the help desk function or turn to alternative providers. The reasons behind this alarming trend are split between inadequate vendor services and mismanaged or poorly structured user deals and unreasonable expectations.
Silknet Software and e*biz Team
Silknet Software, Inc., and Electronic Business, Inc., (e*biz) today announced an alliance to bring Internet-centric customer relationship management solutions to Internet Service Providers and the telecommunications, financial services and computer reselling industries. Using Silknet's eService98(tm), a browser-based customer service application, e*biz will provide companies with integrated Electronic Commerce (EC) purchasing, selling and support solutions. In addition, e*biz will provide systems integration and strategic consulting services for eService.
Blue Sky Software, Computerworld and Microsoft, Partner to Deliver Free Help Authoring Forum
Blue Sky(R) Software Corp., Computerworld(R), and Microsoft(R) Corp. have joined forces to present a free half-day forum in Minneapolis, aimed at improving team and corporate productivity, while reducing bottom line costs. The Help Authoring Forum will provide up-to-the-minute information about the new Microsoft HTML Help format (used in Windows(R) 98, Windows NT 5/Windows 2000, Office 2000 and more), and the company-wide effects of other changes in the Help authoring and information management industries.
Primus Announces Initiative to Enhance Web-based Self-Support Products
Primus today announced that it has formed a separate development group that will focus on enhancing the company's offering of Internet self-support products. Future offerings will be based on the Primus(R) SolutionPublisher(R) software, which allows customers to access solution knowledge directly via the Web and solve problems themselves.
Sagent Technology and Siebel Systems Form Strategic Partnership
Sagent Technology, Inc. and Siebel Systems, Inc. today announced a partnership that will assist the data migration capabilities in Siebel's Enterprise applications. As part of this partnership, Siebel has named Sagent as the preferred vendor for data migration from Siebel's Series 3 and Series 5 applications to upcoming releases of Siebel's sales, marketing and customer service solutions.
Carleton Announces `Pure-View' for Customer-Centric Data Warehousing and Customer Relationship
Carleton announced today Pure-View(tm), a data integration solution for customer-centric data warehousing and customer relationship management (CRM) applications. Pure-View addresses the growing need for organizations to have a complete, integrated view of their customers in order to meet marketing, sales, and customer service challenges.
Primus and MCI Systemhouse Sign Reseller Agreement
Primus, a provider of problem resolution and knowledge management software and services for customer support organizations, today announced that MCI Systemhouse, MCI WorldCom's global information technology company, is one of the first companies to join the Primus(R) Value Added Reseller (VAR) program.
Courion's Password Courier Chosen by Cummins Engine to Solve Password Management
Courion Corporation announced today that Cummins Engine, the world's largest independent manufacturer of diesel engines, has selected Courion's Password Courier for employee self-service password reset and synchronization.
Cambridge Technology Partners Becomes Charter Member of Primus(R) Consulting Alliance Partners Program
Primus today announced that Cambridge Technology Partners (Massachusetts), Inc. is a charter member of the Primus(R) Consulting Alliance Partners (CAP) program. Cambridge will provide business process and change management through its management consulting division, Cambridge Management Consulting (CMC), and fixed-time/fixed-price systems integration services.
 IQSupport Application Suite from Advantage kbs
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