REAL MARKET RESEARCH
Wed, November 4, 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

59.33 8783.14 1823.57 1118.67

0.70
76.99
35.14
7.83

1.17% 0.88%
1.96%
0.70%

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 

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

1 9/16
3 5/8
15 1/8
4 3/8
23 5/8
11 1/2
40 9/16
7 11/16
19 11/16
8 3/4
1 3/16
31 15/16
9 3/4
10 5/8
2 3/16
7
12
2 3/32
1 15/32
5
16 1/8
12 1/4
3 1/2

3/8
19/32
1 3/16
3/16
1
7/16
1 9/32
3/16
1/8
1/32
0
0
0
0
0
- 1/16
- 1/8
- 1/32
- 1/32
- 1/8
- 1/2
- 1/2
- 3/16

31.58%
19.59%
8.52%
4.48%
4.42%
3.95%
3.26%
2.50%
0.64%
0.36%
0.00%
0.00%
0.00%
0.00%
0.00%
-0.88%
-1.03%
-1.47%
-2.08%
-2.44%
-3.01%
-3.92%
-5.08%


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

The head is the heaviest part of your body. Leaving it tilted for more than one minute can place excess stress on your neck as well as on your shoulders, back, and arms. Therefore, your monitor should be at, or just below, eye level and your head should be erect and slightly forward. -- Ergonomics?How to Make Your Workstation Work for You, Holly Rainwater


      

Xerox achieves SCP Certification

Xerox has achieved SCP Certification
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Snapshot Survey #2: What's driving your web support strategy?

Snapshot surveys are focused, 30 second surveys that serve to answer a specific service/support question. Results are published in "The Support Report." So give us a few moments and we'll give you the results! The last snapshot survey dealt with customer contact profiles (and trends). The results of the survey indicate both internal and external support operations expect to see a dramatic increase in web interactions in the next 12 months. So now we ask . . .

What is driving your increased use of web-based service and support? (Check all that apply)

Cost-savings 24 by 7 availability
Customer/end-user demands Adding new support capabilities
On-line knowledge & FAQs     Competitive pressures
Other (please specify)  
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Sprint Corporation Adds Genesys' Computer Telephony Suite to Its Call Center Portfolio

Genesys Telecommunications Laboratories, Inc. today announced that Sprint Corporation has added Genesys' customer interaction and computer telephony software to its portfolio of call center solutions. This enables Sprint to provide its customers with a single point of contact, not only for call center solutions, but also enhanced network services (including toll-free), customer premises equipment such as PBXs, integration services and call center outsourcing and consulting.

Aspect Telecommunications Delivers Integrated Customer Service Call

Aspect Telecommunications announced the successful deployment of a multiple-site call center solution for Oracle(R) Support Services, a division of Oracle Corporation. Utilizing the Network InterQueue(R) capabilities of Aspect's newest automatic call distributor (ACD) solution, Oracle is able to provide support for its customers on a worldwide basis. With domestic support centers in Belmont, Calif.;Colorado Springs, Colo.; and Orlando, Fla. that are part of an infrastructure that includes locations in the U.K. and Australia, along with more than 90 local support centers worldwide, Oracle can deliver support 24 hours a day, seven days a week. at twice the volume that was possible with earlier Aspect systems.

L.A. Cellular Celebrates Successful Benefits Open Enrollment With Web-Based Solution from Edify Corporation

At the PeopleSoft User Conference in San Francisco, Edify announced the implementation of a Web-based benefits open enrollment solution at the Los Angeles Cellular Telephone. Deployed in just eight weeks, this implementation has allowed L.A. Cellular to enroll its 2,300 employees in a variety of benefit plans within a two-week open enrollment window, providing employees with greater convenience and saving the company HR staff time.

IQSupport Application Suite from Advantage kbs

IQSupport Application Suite from Advantage kbs
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