 |
|
REAL
MARKET
RESEARCH
|
|
|
|
Monday,
November 23, 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
|
61.23
9374.27
1977.42
1188.19
|
1.15
214.72
49.21
24.64
|
1.89%
2.34%
2.55%
2.12%
|
|
|
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 |
Pegasystems
Aspect
Peregrine
IMA
Melita
Precision
Firstwave
Siebel
Sykes
SPS Pay
Astea
West Tel
SITEL
Vantive
Inference
Clarify
Teletech
Remedy
Datawatch
Applix
Aegis Comm
ICT Group
APAC Tel.
|
10 1/4
19 5/8
37 3/4
5 5/8
14
7 1/4
2 5/16
25 1/4
19 27/32
31 15/16
1 7/8
11 3/4
2 15/16
8 13/16
6 1/16
19 1/2
8 31/32
11 1/8
1 1/2
3 5/8
1 3/16
2 17/32
7
|
1 3/16
1 1/8
1 11/16
1/4
1/2
1/4
1/16
5/16
7/32
0
0
0
0
- 1/16
- 1/16
- 5/16
- 5/32
- 3/8
- 1/16
- 3/16
- 3/32
- 7/32
- 13/16
|
13.10%
6.08%
4.68%
4.65%
3.70%
3.57%
2.78%
1.25%
1.11%
0.00%
0.00%
0.00%
0.00%
-0.70%
-1.02%
-1.58%
-1.71%
-3.26%
-4.00%
-4.92%
-7.32%
-7.95%
-10.40%
|
|
|
|
Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Today, the informal approach to bringing new employees onboard is intolerable and untenable. … The methods, policies, and procedures in your company or department are unique. So is the way you want customers treated. As for asking your customers to tolerate on-the-job trainee mistakes, forget it—unless, of course, you take a perverse pleasure in watching customers defect to the competition. -- Coaching Knock Your Socks Off Service, by Ron Zemke & Kristin Anderson
|
|
|
|
 Lawson Software has achieved SCP Certification
EMC Corporation Adopts Knowledge Management Approach to Technical Support
Primus, a provider of problem resolution and knowledge management software for customer support organizations, today announced that EMC Corporation, a provider of enterprise storage systems, software and services, has selected Primus® SolutionSeries™ software for implementation throughout its worldwide customer service organization. Primus software will help EMC's customer service organization build a knowledgebase of solutions and solve problems for both its service technicians and its customers, which include companies in finance, manufacturing, retailing and technology.
Home Financial Network partners with 800 Support
Home Financial Network Inc. (HFN) has selected 800 Support as a preferred provider of technical support services to banks that use HFN's Internet banking software. HFN's software enables banks to offer online financial services to their retail and business customers through a Web browser.
One of the World's Largest Speech Recognition Systems is Ready to Greet Callers this Holiday Season
Edify Corporation announced today a partnership with Nuance Communications to develop and market an integrated natural language speech-enabled interactive voice response (IVR) solution for large call centers. The integrated solution, currently in beta testing, will be available in the first quarter of 1999 and will incorporate Nuance 6 speech recognition software. The two companies collaborated last year to develop the speech-enabled automated call handler and natural language speech recognition for Sears, Roebuck and Co.
Sales Vision's 1998 Revenues Up 175 % from Previous Year
SalesVision, Inc. announced a 175 percent growth in 1998 revenues for the fiscal year ending October 31, versus the same period in 1997. Based on booked contracts, the company is projecting more than 300% revenue growth for the first quarter of fiscal year 1999 over the first quarter of fiscal year 1998.
Firstwave Appoints Managing Director for Europe
Firstwave Technologies, Inc. today announced the appointment of Phil Thompson to managing director for Europe. In addition to his current responsibilities as managing director of Firstwave UK, Thompson will assume responsibility for all other European operations, which include distributors in France, Germany, Spain, the Netherlands, Belgium and Scandinavia.
 Knowledge Tools for your Help Desk from Knowlix Corporation
|