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REAL
MARKET
RESEARCH
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Friday,
November 20, 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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60.10
9159.55
1928.21
1163.55
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-0.69
103.50
8.53
10.94
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-1.15%
1.14%
0.44%
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 |
ICT Group
West Tel
Remedy
Firstwave
Vantive
Inference
Precision
SITEL
SPS Pay
Astea
Melita
Aegis Comm
Teletech
Pegasystems
Aspect
Clarify
IMA
Sykes
Datawatch
Siebel
Applix
Peregrine
APAC Tel.
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2 3/4
11 3/4
11 1/8
2 1/4
8 7/8
6 1/8
7
2 15/16
31 15/16
1 7/8
13 3/8
1 9/32
9 1/8
9 1/16
18 1/2
19 3/4
5 3/8
19 5/8
1 9/16
24 15/16
3 13/16
36 1/16
6 5/8
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1/4
15/16
11/16
1/8
3/16
1/8
1/16
0
0
0
0
0
0
- 1/16
- 3/16
- 1/4
- 1/8
- 1/2
- 1/16
-1
- 3/16
-2 1/16
- 1/2
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10.00%
8.67%
6.59%
5.88%
2.16%
2.08%
0.90%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
-0.68%
-1.00%
-1.25%
-2.27%
-2.48%
-3.85%
-3.86%
-4.69%
-5.41%
-7.02%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Contrary to popular belief, good coaches are askers as well as tellers. The best advice-givers most often are the best listeners. And good listeners are invariably good question-askers. -- Coaching Knock Your Socks Off Service, by Ron Zemke & Kristin Anderson
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 Knowledge Tools for your Help Desk from Knowlix Corporation
Users Bugged by Sluggish Software Support
Headlines and Internet alerts scream day after day about bugs, viruses, security flaws, product delays and other horrors as software soars in complexity. It sounds like an epidemic -- one that could sweep through your shop if you don't stay on the ball. But although there's plenty of anecdotal evidence to support this bleak picture, many users are shrugging off the hype. It isn't the quality of software that bugs them as much as vendors' lack of openness and often-sluggish support when bugs are found. Find the full Computerworld story at http://www.computerworld.com/home/print.nsf/all/98111676AA
Web Service: Ready Or Not -- InformationWeek Article
The approaching holiday season will be the busiest yet for doing business on the Web. But will their service measure up to customers' expectations? "If customer support is not there, people will try the site once and never come back," warns Sharon Solfest, manager of interactive distribution with Northwest Airlines Corp., which expects a surge in E-mail from holiday travelers. Real the rest of the story at http://www.techweb.com/se/directlink.cgi?IWK19981116S0017.
ONYX Software Benchmarked at 5,000 Concurrent Users on Microsoft NT and SQL Server
ONYX(R) Software Corporation along with Microsoft Corp. announced benchmark testing of ONYX Customer Center(tm) on Microsoft Windows NT Server and SQL Server platforms. The test simulated 5,000 concurrent users running ONYX Customer Center 4.0 on a single server and achieved sub-second response times on all transaction types for enterprise application spanning sales, support and marketing.
Acuity's WebCenter Named Product of the Year, SMART Technologies Recognized for Industry Leadership
Acuity, a provider of Web-based customer interaction solutions, announced that WebCenter, the company's application for Internet-based customer service and support, was named Product of the Year by KPMG's High Tech Awards Program. SMART Technologies received the "Industry Leadership" award for a company with less than 200 employees.
Metrix, Inc. and POINT Information Systems Team Up
Metrix, Inc., and POINT Information Systems announced a partnership to deliver customer relationship management implementations. The partnership will integrate customer interactions, such as sales force automation, marketing, call center support and field service, into one solution. This partnership creates an integrated enterprise relationship management allowing companies to integrate other products to get the solution they need.
ProAmerica Integrates With IBM's DB2 Universal Database
ProAmerica announced today the integration of Connect-Care(tm), a customer relationship management application, with IBM's DB2 Universal Database. The combined solution will provide small- and medium-size (SMB) businesses with seamless to enterprise customer relationship information.
Metrix, Inc. Names New Vice President of Development
Metrix, Inc. today appointed Rick Warczak vice president of development. In his new role, Warczak will be responsible for driving the development of Metrix’s suite of software applications. Warczak comes to Metrix with 27 years of development experience last serving as vice president of product development at Fiserv, a financial data processing services firm.
 Find out how to reduce support costs by up to 75%
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