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REAL
MARKET
RESEARCH
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Friday,
November 13, 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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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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59.23
8919.59
1847.99
1125.72
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-0.15
89.85
-3.07
7.55
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-0.25%
1.02%
-0.17%
0.68%
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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 |
Aegis Comm
APAC Tel.
Melita
Astea
Applix
Firstwave
Inference
Siebel
Peregrine
ICT Group
SPS Pay
Clarify
West Tel
Sykes
Precision
Aspect
Vantive
Teletech
Remedy
Datawatch
Pegasystems
SITEL
IMA
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1 3/8
7 3/4
13 3/8
2
3 3/16
2 1/32
4 13/16
25 3/8
31 7/8
2 3/4
31 15/16
19 1/4
10 1/8
19 9/16
6 7/8
17 3/8
9 3/4
9 1/2
10 5/8
1 3/4
9 3/8
3 1/16
5 5/8
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3/16
5/8
1
1/8
3/16
1/32
1/16
5/16
1/4
0
0
- 3/16
- 1/8
- 5/16
- 3/16
- 1/2
- 5/16
- 5/16
- 3/8
- 1/16
- 3/8
- 1/8
- 1/4
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15.79%
8.77%
8.08%
6.67%
6.25%
1.56%
1.32%
1.25%
0.79%
0.00%
0.00%
-0.96%
-1.22%
-1.57%
-2.65%
-2.80%
-3.11%
-3.18%
-3.41%
-3.45%
-3.85%
-3.92%
-4.26%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Listen for and write down your customers' 'unspoken' service requests, even if they don't belong to you. Act on these requests where you can. This will help to produce loyal customers. -- Effective Telephone Communication Skills
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 IQSupport Application Suite from Advantage kbs
Bringing Better Service to the Web - PC Week Article
As more corporations establish a presence on the Web, they're learning--sometimes the hard way--that they need special tools to fully address Web-based customer service. E-mail and Web form routing and management applications are trying to fill this void and help corporations beef up customer service and reduce response time on the Web. Read the Full PC Week article at http://www.zdnet.com/pcweek/stories/news/0,4153,368860,00.html.
Support SEEs the Big Picture - Service News Article
After suffering through some lean years that saw revenues from its application development tools plummet, the former Borland International is now armed with a new name and revamped corporate strategy that targets the enterprise application development and integration space. With this new product focus come new technical support and sales challenges, and the company-now called Inprise. For the full Service News article go to http://www.servicenews.com/periodical/dolink.asp?issue=9811&page=9811sc01.htm.
Astea Integrates PTS ScoutWings Technology(TM) with ServiceAlliance(TM)
Astea International announced that it will offer PTS Learning Systems (PTS) knowledge retention and performance support technology with Astea's ServiceAlliance™, customer service software suite. The partnership will enable users to learn and use ServiceAlliance quickly and easily through unique in-application navigation and simulated learning modes provided by PTS' ScoutWings™ technology.
Visio Corporation Implements Network Associates' SupportMagic Helpdesk Solution
Network Associates today announced that Visio Corporation has implemented Network Associates' SupportMagic SQL help desk solution throughout the United States and Europe. In the last six months, Visio's IS department has expanded support from 325 users to more than 550, and is considering further expansion to include support for users in Visio's Asia offices.
SPS Appoints O'Brien Senior Vice President
SPS Payment Systems, Inc., a provider of inbound teleservices, announced today the promotion of Ruth O’Brien to senior vice president of TeleServices. In this position, she is responsible for the strategic direction, business development, growth and operations of SPS’ call center programs.
 Reduce Your Support Costs by 75%
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