 |
|
REAL
MARKET
RESEARCH
|
|
|
|
Wed,
November 18, 1998
|
|
|
THE
SUPPORT
REPORT
|
|
The First and Only Daily Report for the Service and Support (CRM) Industry
|
Resource Center
The One-Stop Shop for Service & Support Resources
|
News Archive
Career Corner
Demo Central
Support Library
Subscribe - free
|
Support Suppliers
Support Publications
Support Calendar
Support Stock Index
Unsubscribe
|
|
Today's SSDEX Figures |
|
Index |
Close |
Change |
Percent |
SSDEX
Dow
Nasdaq
S&P500
|
59.79
9041.11
1897.44
1144.48
|
-0.29
54.83
18.92
5.16
|
-0.48%
0.61%
1.01%
0.45%
|
|
|
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 |
Inference
Applix
West Tel
Clarify
Aspect
Precision
ICT Group
Teletech
Sykes
Firstwave
Datawatch
SPS Pay
Pegasystems
Astea
Remedy
Vantive
Peregrine
Melita
Siebel
SITEL
IMA
Aegis Comm
APAC Tel.
|
6 9/32
4 3/8
10 13/16
19 1/2
18 3/16
7
2 7/16
9 5/16
20 1/8
2 1/8
1 3/4
31 15/16
9
1 7/8
10 1/2
9 1/2
35 15/16
13 3/8
24 15/16
2 13/16
5 1/8
1 9/32
6 15/16
|
1
11/16
1/2
3/4
9/16
3/16
1/16
1/16
1/8
0
0
0
0
0
- 1/8
- 1/8
- 9/16
- 1/4
- 15/16
- 1/8
- 1/4
- 1/16
- 11/16
|
18.93%
18.64%
4.85%
4.00%
3.19%
2.75%
2.63%
0.68%
0.63%
0.00%
0.00%
0.00%
0.00%
0.00%
-1.18%
-1.30%
-1.54%
-1.83%
-3.62%
-4.26%
-4.65%
-4.65%
-9.02%
|
|
|
|
Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
The Knock Your Socks Off Service coach uses many kinds of data to keep his or her unit on track and his or her people aware of their performance and focused on progress. Key among the kinds of data the effective coach uses are performance data, customer satisfaction data, customer contact data, and personal observation data. -- Coaching Knock Your Socks Off Service, by Ron Zemke & Kristin Anderson
|
|
|
|
 Xerox has achieved SCP Certification
Network Associates Previews Merlin Service Desk at Comdex
Network Associates, Inc. today announced that its next generation service desk, code-named Merlin Enterprise, will be in Microsoft's Partner Pavilion at the Comdex trade show in Las Vegas. When released in the first quarter of 1999, Merlin Enterprise will support Microsoft's SQL Server 7.0. Merlin Enterprise combines the customizable user interface of Network Associates' SupportMagic SQL with the functionality of Network Associates' Total Service Desk, in a browser-based implementation
Ziff-Davis SCP Establishes Vendor Compliance Program
Ziff-Davis Service & Support Consultants (ZD/SSC) has introduced an accreditation program for vendors who wish to provide independent assurance that their products comply with the standards specified in the Support Center Practices (SCP) Certification program. SCP Certification, formally launched in January 1998, establishes a benchmark for all IT services support centers and help desks.
West Interactive Keeps the Lines Humming With CA's Unicenter TNG
One of the nation's leading providers of automated teleservices, West Interactive has standardized on CA's Unicenter TNG to manage its IT infrastructure. Telemarketing and Call Center Solutions, an industry publication, named West TeleServices Corporation top provider of interactive teleservices in 1997. West processed over 935 million minutes of teleservice transactions that year. Today, West Interactive Teleservices division has over 10,000 automated voice response ports, one of the largest call handling capabilities in the nation.
Peregrine Systems Announces New Vice President
Peregrine Systems, Inc today announced the appointment of Richard J. Berzle as Vice President, Worldwide Marketing. Berzle has held marketing management positions with Digital Equipment Corporation, Apple Computer and Xerox Corporation. He was the founding member and Vice President of Marketing for Taligent, Inc., the joint venture established between IBM and Apple Computer in 1991.
Inference Corporation Reports Profitable Third Quarter
Inference reported 3Q EPS of $0.06 vs $0.29 in the prior year, on revenues of $8.32 mln vs $7.02 mln in 1997. Analysts' mean estimates were $0.02, according to First Call. Year to year product revenue growth exceeds 50%.
 Knowledge Tools for your Help Desk from Knowlix Corporation
|