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REAL
MARKET
RESEARCH
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Tuesday,
November 10, 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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59.43
8863.98
1865.62
1128.26
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-1.89
-33.98
4.57
-1.94
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-3.18%
-0.38%
0.25%
-0.17%
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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 |
ICT Group
Aspect
IMA
Pegasystems
Clarify
Melita
Applix
Sykes
SPS Pay
Aegis Comm
Vantive
SITEL
Datawatch
APAC Tel.
Teletech
Astea
Remedy
Firstwave
Precision
West Tel
Siebel
Inference
Peregrine
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2 3/4
17 13/16
5 1/8
10 1/16
18
11 13/16
3 1/8
20 1/16
31 15/16
1 3/16
9 5/8
3 7/16
1 11/16
8
9 1/2
1 9/16
11 3/16
2
7
10 1/2
25 1/8
4 11/16
33
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1/4
1 1/8
3/16
3/16
3/16
1/16
0
0
0
0
- 1/8
- 1/16
- 1/16
- 5/16
- 3/8
- 1/16
- 11/16
- 1/8
- 1/2
- 3/4
-1 7/8
- 3/8
-3 7/8
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10.00%
6.74%
3.80%
1.90%
1.05%
0.53%
0.00%
0.00%
0.00%
0.00%
-1.28%
-1.79%
-3.57%
-3.76%
-3.80%
-3.85%
-5.79%
-5.88%
-6.67%
-6.67%
-6.94%
-7.41%
-10.51%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
By listening well to your customers, you gain enough information to ask open-ended questions to increase your understanding of their needs. -- Coaching World-Class Customer Support
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 Landmark has achieved SCP Certification
Web Service - Room for Improvement
Customer service on the Web has a lot of room for improvement. At least as far as sites' responding to consumers' e-mail inquiries. Forty-two percent of 125 high-traffic Web sites surveyed by market research firm Jupiter Communications either took longer than five days to reply to customer e-mail inquiries, never replied, or were not accessible by e-mail. Most retail shopping sites performed better than average, with 54 percent responding in less than one day.
Mustang Software Publishes Case Studies
Mustang Software Inc. has published two case studies on its Web site to illustrate customers' use of the company's Internet Message Center (IMC) to solve customer service problems. Wall Street on Demand, a Boulder, Colo. company that provides financial research to customers via telephone, fax, and e-mail is using IMC to help them manage their e-mail workflow. NetFlix.com, an Internet-based DVD video rental business with headquarters in Scotts Valley, Calif., uses IMC to manage its entire customer service operation.
Intellisystems Announces Email Back Capability
Intellisystems, a wholly owned subsidiary of TeleTech Holdings, Inc. announced the availability of its new Email-Back capability. Email-Back allows the IntelliSystem to automatically deliver appropriate electronic programs or objects via e-mail to help callers resolve their support issues. The IntelliSystem is a self-service support solution that helps callers diagnose and resolve support issues.
Platinum Software Corporation Announces Platinum ERA
Platinum Software Corporation announced the company's next-generation enterprise solution, Platinum ERA 7.0. Built on the foundation of the Platinum SQL product line, Platinum ERA (Enterprise Ready Applications) integrates the company's front and back office application suites to ensures that all customer-related information is consistent throughout all Platinum ERA Suites, including Sales and Marketing, Distribution, Manufacturing, Financials, Budgeting and Customer Care.
Clarke American Deploys CTI in its Largest Call Center
Quintus Corporation announced that Clarke American Checks, Inc., one of the largest printers of financial institution checks in the country, has deployed Quintus’ Nabnasset(R) CTI software in its Salt Lake City, Utah, call center. Clarke American implemented Nabnasset CTI as part of an ongoing effort to enhance customer satisfaction and contain costs.
Inference Partners with eShare
Inference Corpand eShare Technologies today announced an agreement wherein Inference will resell eShare's NetAgent Customer Interaction Center software. As part of the new Inference k-Commerce Support application, NetAgent delivers interactive chat-based access to customer service knowledge, towards its overall goal of providing access to answers and solutions across the evolving customer Contact Center -- including call center, Web, e-mail, chat and Interactive Voice Response systems.
Ventura Chooses Chordiant's Customer Interaction Software
The U.K.'s largest outsourced customer services company, Ventura, whose 3,300-plus staff manages over seven million customer accounts, today announced it will use Chordiant Customer Communications Solution(tm) (CCS) to deliver personalized one-to-one service to millions of customers. Ventura will use Chordiant CCS to link a wide variety of specialist services, which handle customer inquiries, automated billing and transactions.
 Knowledge Tools for your Help Desk from Knowlix Corporation
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