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REAL
MARKET
RESEARCH
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Monday,
November 30, 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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59.41
9116.55
1949.54
1163.63
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-1.42
-216.53
-66.90
-28.66
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-2.39%
-2.32%
-3.32%
-2.40%
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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 |
Firstwave
Datawatch
Precision
IMA
Sykes
ICT Group
SPS Pay
Melita
Aspect
Teletech
Applix
Astea
Vantive
Siebel
APAC Tel.
Peregrine
Clarify
Remedy
West Tel
Aegis Comm
Inference
Pegasystems
SITEL
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3 1/4
1 17/32
8 1/2
5 7/8
20 1/4
2 1/2
31 15/16
15
18 7/8
9 1/8
4 3/16
2
8 1/2
24 1/4
6 3/4
36 15/16
19
10 7/16
11 1/8
1 3/32
7 3/4
6 9/16
2 1/2
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3/4
7/32
3/8
1/8
5/16
0
0
0
- 1/8
- 1/8
- 1/16
- 1/32
- 3/16
- 5/8
- 3/16
-1 9/32
- 13/16
- 9/16
- 7/8
- 3/32
- 3/4
- 11/16
- 5/16
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30.00%
16.67%
4.62%
2.17%
1.57%
0.00%
0.00%
0.00%
-0.66%
-1.35%
-1.47%
-1.54%
-2.16%
-2.51%
-2.70%
-3.35%
-4.10%
-5.11%
-7.29%
-7.89%
-8.82%
-9.48%
-11.11%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
You and your team should have a set of well-understood, worked-out nonverbal signals you use for asking for and offering others assistance with a tough customer situation. -- Coaching Knock Your Socks Off Service, by Ron Zemke & Kristin Anderson
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 Xerox has achieved SCP Certification
Primus Adds Content from KnowledgeBroker, Inc. for a Complete Problem Resolution System for Internal Help Desks
Primus, a provider of problem resolution and knowledge management software for customer support organizations, today announced that it will resell KnowledgeBases(tm) from KnowledgeBroker, Inc. (KBI) as a part of a complete, ready-to-use problem resolution system for internal help desks. KBI KnowledgeBases contain thousands of solutions to problems associated with widely used software applications including Microsoft Office, Microsoft Windows 95, Windows 97 and Windows NT, Lotus SmartSuite and Novell NetWare.
Siebel Systems Delivers Siebel 99
Siebel Systems' new family of Enterprise Relationship Management (ERM) applications, Siebel 99, delivers new functionality to both end-users and corporate IT. With Siebel 99, organizations can ``configure once, deploy everywhere,'' making it easier to deploy Siebel software to disconnected mobile users on laptops and handheld devices, connected call center users on desktops and intermittently connected users over the Internet.
CST to RESCUEsm Technical Support in Japan
Computer Support Technologies (CST), a software company specializing in diagnostic solutions for on-line technical support, today announced the availability of its flagship product, RESCUEsm, in Japan. For users in Japan, RESCUE will be available in both the English and Japanese languages.
Rockwell Electronic Commerce and Edify Corporation Forge Strategic Relationship
Rockwell Electronic Commerce, a provider of mission- call center technology, and Edify Corporation today announced a new worldwide distribution agreement that will enable Rockwell to provide a more comprehensive customer contact management solution to its call center customers. Rockwell has selected Edify to join its Alliance Partner Program as its preferred self service provider, with the intent of offering a suite of Rockwell solutions integrated with Edify software for callcenters of all sizes.
Pivotal Launches eCRM for Partner Collaboration
Pivotal Software Inc., a developer of mid-enterprise customer relationship management (CRM) applications for the Microsoft(R) BackOffice(R) platform, today announced Pivotal eRelationship(TM) -- software for managing enterprise Web relationships. Pivotal eRelationship is an "eCRM" application suite that consists of two integrated Web applications that enable companies to build Internet Relationship Hubs for conducting online marketing, sales and customer service with enterprise Web customers, sales and service partners and prospects.
Silknet Software Announces Silknet eBusiness System
Silknet Software, Inc., today introduced Silknet eBusiness System(tm), its relationship management architecture for building and deploying marketing, sales and customer service applications on the Web. With the eBusiness System, companies can have a single, common Web-based framework for applications that extend across the enterprise and beyond to customers, suppliers and corporate partners.
UpShot Announces Business Partner Program
UpShot(TM) today announced the UpShot Business Partner Program, an initiative to sign up value-added resellers (VARs) for UpShot Sales. The new program benefits a wide range of resellers, enabling Internet-focused firms to offer customers an SFA product and giving sales force automation specialists access to the mushrooming market demand for Web-based solutions
RTS Software Expands Presence in Europe
RTS Software, a provider of field service management (FSM) and logistics software, today announced the company's expansion into continental Europe with the opening of a new office in Paris and the recruitment of a senior manager from the Oracle Corporation. Leading the new continental European team is Janice Jackson, sales director, who six years with Oracle in sales and management roles.
New Flexible Transfer Capability From IntelliSystem Intelligent ACD
Intellisystems, today announced the availability of its new Flexible Transfer capability which allows calls routed from the IntelliSystem to automatically transfer to the correct extension(s) based on time-of-day, day-of-week/month/year and accommodates emergency contingency plans.
 IQSupport Application Suite from Advantage kbs
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