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REAL
MARKET
RESEARCH
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Tuesday,
November 17, 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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60.08
8986.28
1878.59
1139.32
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0.35
-24.97
16.91
3.46
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0.58%
-0.28%
0.91%
0.30%
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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
Peregrine
Firstwave
Datawatch
Applix
Siebel
Clarify
West Tel
Sykes
SPS Pay
Pegasystems
Aspect
APAC Tel.
Melita
IMA
Remedy
Teletech
Precision
Astea
Vantive
SITEL
Aegis Comm
ICT Group
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5 3/8
36 1/2
2 3/16
1 11/16
3 11/16
25 7/8
18 5/8
10 5/16
20
31 15/16
9
17 5/8
7 5/8
13 5/8
5 3/8
10 5/8
9 1/4
6 13/16
1 7/8
9 5/8
2 15/16
1 5/16
2 3/8
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9/16
3
1/8
1/16
1/16
3/8
3/16
1/16
0
0
0
- 1/8
- 1/16
- 1/8
- 1/16
- 1/4
- 1/4
- 3/16
- 1/16
- 3/8
- 1/8
- 3/16
- 3/8
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11.69%
8.96%
6.06%
3.85%
1.72%
1.47%
1.02%
0.61%
0.00%
0.00%
0.00%
-0.70%
-0.81%
-0.91%
-1.15%
-2.30%
-2.63%
-2.68%
-3.23%
-3.75%
-4.08%
-12.50%
-13.64%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
As a leader of a customer service team, what you sat, what you do, and the way you say it and do it strongly influence what your people do on the job with their customers. To your employees, your behavior and demeanor are a reflection of the real rules of the organization. -- Coaching Knock Your Socks Off Service, by Ron Zemke & Kristin Anderson
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 QAD has achieved SCP Certification
AOL and eShare Enter into Licensing Arrangement
eShare Technologies, Inc. announced that America Online, Inc. will license its NetAgent technology as part of AOL's ongoing initiative to help enhance its real-time interactive support of AOL members. NetAgent is an on-line, web-based customer interaction solution that enables customer support representatives to efficiently identify and resolve customer service and support issues.
ServiceWare Inc. Names New Vice President of Professional Services
ServiceWare Inc. today announced that Susie Sedlacek has joined its senior management team as Vice President of Professional Services. Ms. Sedlacek joined ServiceWare from Sun Microsystems, Inc., where led the company's professional services business in Latin America. She previously held positions in Hewlett-Packard's Professional Services Organization, the ASK Computer Group and SRI International.
Full Story - http://www.realmarket.com/news/111798.html.
Edify Catapults to Number 2 in U.S. Interactive Voice Response Market
Edify Corporation, a provider of self service solutions, has been recognized by Frost & Sullivan as the fastest growing major interactive voice response (IVR) vendor and the second largest IVR vendor in the United States. The Frost & Sullivan report, "U.S. Interactive Voice Response (IVR) Systems Markets" indicates that Edify has moved from #6 to #2 in overall market share between 1995 and 1997.
IMA Expands Into German Market
IMA announced the recent opening of IMA Software GmbH, a wholly owned subsidiary of IMA, located in Frankfurt, Germany, with responsibility for operations in Germany, Austria and Switzerland. Recently, Datamonitor ranked IMA as the top provider of call center software in Europe by market share, with over 85 customers and more than 10,500 agent workstations in operation.
GENICOM Selects Vantive FieldService and Vantive Support for 23,000 Customers
The Vantive Corp. today announced that GENICOM Corp., an international supplier of midrange printer solutions and services, has implemented Vantive FieldService and Vantive Support. The new Vantive system will enable support representatives to access and share customer information and dispatch appropriate service engineers and resources to quickly resolve customer issues.
ServiceAlliance(TM) Signs Agreement
Astea International announced that it will install its' ServiceAlliance™ service automation system at Info Products Holding, a leading Dutch-based PC reseller and distributor, to improve the operational performance and management of the reseller's 50 plus field and depot engineers.
Safe Harbor Technology Moves Headquarters
Washington Gov. Gary Locke cut the ribbon at the company's new corporate headquarters. Safe Harbor, a start-up dedicated to delivering technical support via the Web, is opening a contact center that is expected to employ up to 100 people and will focus on serving the outsourcing needs of technology companies, capitalizing on trends to move end-users from the telephone to Web and deploy extensive knowledge bases for public use.
 Knowledge Tools for your Help Desk from Knowlix Corporation
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