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REAL
MARKET
RESEARCH
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Monday,
November 9, 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
Subscribe - free
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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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61.38
8897.96
1861.05
1130.20
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0.61
-77.50
4.49
-10.81
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0.99%
-0.86%
0.24%
-0.95%
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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 |
Inference
Datawatch
Precision
Clarify
Vantive
ICT Group
Firstwave
Teletech
APAC Tel.
Applix
Remedy
Aspect
Pegasystems
Sykes
SPS Pay
SITEL
Siebel
Melita
West Tel
Aegis Comm
IMA
Astea
Peregrine
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5 1/16
1 3/4
7 1/2
17 13/16
9 9/16
2 1/2
2 1/8
9 7/8
8 5/16
3 1/8
11 7/8
16 11/16
9 7/8
20 1/16
31 15/16
3 1/2
27
11 3/4
11 1/4
1 3/16
4 15/16
1 5/8
36 7/8
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13/16
1/4
1
2
13/16
3/16
1/8
1/2
5/16
1/16
3/16
1/4
1/16
1/16
0
0
- 3/16
- 1/4
- 1/4
- 1/32
- 3/16
- 1/16
-1 1/2
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19.12%
16.67%
15.38%
12.65%
9.29%
8.11%
6.25%
5.33%
3.91%
2.04%
1.60%
1.52%
0.64%
0.31%
0.00%
0.00%
-0.69%
-2.08%
-2.17%
-2.56%
-3.66%
-3.70%
-3.91%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Unfortunately, being best is not always good enough to guarantee recognition! -- Marketing the Help Desk to Senior Managers and Customers
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 Xerox has achieved SCP Certification
OstreamTM Mobile Teams with Remedy
Ostream™ Software, Inc. today announced its Ostream Mobile product has met the qualifications for acceptance into the Remedy Product Partners program. Ostream Mobile software enables mobile workers without dedicated access to the corporate network to access corporate information stored on the Remedy Action Request System® (AR System).
Full Story - http://www.realmarket.com/news/ostream110998.html.
Inference Introduces k-Commerce: Knowledge-Based Customer Service
Inference Corp. today introduced k-Commerce(TM), a suite of knowledge-based applications and products that delivers conversation-based access to answers and solutions across the evolving customer Contact Center--including call centers, Web, e-mail, interactive chat and Interactive Voice Response (IVR) systems. The first set of k-Commerce applications and products will be available from Inference in January 1999.
Peregrine Systems Announces Strategic Relationship with Tally Systems
Peregrine Systems(R), Inc. today announced that ServiceCenter(R) will provide integration with Tally Systems NetCensus(R). The integration complements Peregrine Systems third-party integration strategy designed to provide asset and network systems management (NSM) information to ServiceCenter, the leading Enterprise Service Desk application, and ServiceCenter/2000(TM), a crisis management and contingency planning tool.
Rubric EMA 2 Automates Planning, Execution, and Measurement of Interactive Marketing Campaigns
Rubric, Inc. today announced a major enhancement to its EMA software. Rubric EMA 2 adds capabilities for graphical campaign planning, campaign workflow, database marketing, volume processing, web marketing tool integration, and closed loop reporting. The result is an integrated marketing system that accelerates the process of planning, executing and measuring marketing campaigns.
Firstwave Offers Netgain Sales(TM) at $500 Per User
Firstwave Technologies, Inc. is now offering Netgain Sales at a special promotional price in the U.S. of $500 per end-user-a 50 percent reduction off the list price of $1000 per end-user. This offer is valid through December 15th. The company also announced today the availability of Netgain Sales 1.01, which improves the product's performance over dial-up connections.
NationsBanc Services, Inc. Chooses Vantive and Impact Innovations Group for Help Desk Implementation
The Vantive Corporation today announced that NationsBanc Services, Inc., has selected the Vantive HelpDesk solution and implementation services from IMPACT for the Consumer Finance Technologies (CFT) group's help desk system. The help desk system will assist CFT in offering technical support to more than 7,000 employees across NationsBanc's organization.
Inference and Kana Communications Announce Joint Marketing Partnership
Inference Corp. and Kana Communications today announced a marketing agreement
to offer Inference's k-Commerce applications and products with Kana's
Customer Messaging System (Kana CMS), a e-mail management application.
Aspect Telecommunications Rated Call Center Services Leader by Frost & Sullivan
Aspect announced today that it has received top honors from market research firm Frost & Sullivan. The firm's ``1997 Market Engineering Marketing Strategy Award'' recognizes Aspect's role as an integrated solutions provider, systems integrator and consultant specialist in the call center services market. The Frost & Sullivan market engineering awards are presented to members of the U.S. call center services industry to recognize those companies that made a positive contribution to the market.
IBM Launches New Software Company
IBM has formally launched an independent software company, Corepoint Technologies, to address customer relationship management opportunities. Corepoint includes existing products from Tivoli's Software Artistry suite; technologies and products from Early, Cloud & Co., a call-center company IBM acquired three years ago; and IBM's Callpath and DirectTalk computer telephony products. By June, Corepoint says they will offer Enterprise Connection for SAP, which will let users plug other customer relationship-management components, such as sales support or call-center technology, into SAP.
Astea International Extends Reach to South Africa
Astea International has extended its worldwide sales and support network for its customer management support solutions with the appointment of Calibre Service Solutions as South African distributor for ServiceAlliance(TM). Calibre Service Solutions, a subsidiary of Calibre Holdings, specializes in the delivery and support of customer service Information Technology solutions.
 Knowledge Tools for your Help Desk from Knowlix Corporation
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