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REAL
MARKET
RESEARCH
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Tuesday,
December 1, 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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61.11
9133.54
2003.75
1175.28
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1.74
16.99
54.21
11.65
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2.86%
0.19%
2.78%
1.00%
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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 |
Sykes
Siebel
Peregrine
Remedy
Clarify
Pegasystems
Teletech
Inference
Melita
Aspect
ICT Group
SPS Pay
Applix
APAC Tel.
Astea
West Tel
Datawatch
IMA
Precision
Vantive
Firstwave
SITEL
Aegis Comm
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22 7/16
26 1/16
39
11
18 13/16
6 13/16
9 3/8
7 15/16
15 1/16
19
2 1/2
31 15/16
4 1/8
6 5/16
1 15/16
10 3/4
1 15/32
5 5/8
8 1/8
8 7/64
3 11/16
2 3/8
1 1/8
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2 3/16
1 13/16
2 1/16
9/16
13/16
1/4
1/4
3/16
1/16
1/16
0
0
- 1/16
- 3/16
- 1/16
- 3/8
- 1/16
- 1/4
- 3/8
- 25/64
- 3/16
- 1/8
- 1/16
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10.80%
7.47%
5.58%
5.39%
4.51%
3.81%
2.74%
2.42%
0.42%
0.33%
0.00%
0.00%
-1.49%
-2.88%
-3.13%
-3.37%
-4.08%
-4.26%
-4.41%
-4.60%
-4.84%
-5.00%
-5.26%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Some performance issues are less involved with employee-to-customer encounters, and more with employee-to-employee, or even department-to-department, interactions. While these are often out of the direct sight of the customer, they do affect the level of service the customer receives, and should be addresses as barriers to Knock Your Socks Off Service delivery. -- Coaching Knock Your Socks Off Service, by Ron Zemke & Kristin Anderson
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 IQSupport Application Suite from Advantage kbs
Kana Communications Offers Economical Customer Service for e-Business
Kana Communications today announced Kana Online, a hosted Internet customer service solution. Kana Online allows organizations to rapidly deploy the Kana Customer Messaging System (Kana CMS) with a low initial investment and no administration or maintenance costs. Kana CMS enables companies to manage, respond to, monitor and analyze high-volume customer e-mail.
Witness Systems' Customer Interaction Recording Software Application Verified Siemens Ready
Witness Systems, Inc. today announced that its WITNESS(R) client/server quality monitoring software application has successfully completed verification testing at Siemens Information & Communication Networks' Santa Clara, Calif. laboratory.
Silknet Software Announces Sale of its New Web-based eBusiness Architecture to Inacom
Silknet Software, Inc., today announced that Inacom Corp. has selected Silknet's eBusiness System(TM) for conducting sales, marketing, e-commerce and customer service. Inacom looks to leverage customer knowledge, time and experience to provide efficient and meaningful relationships through a single point: the thin-client browser.
Firstwave Offers Web Seminars on Internet-based Customer Relationship Management
Firstwave Technologies, Inc. today announced that it will offer free Web seminars on the benefits of Web-based customer relationship management applications and in particular sales automation. The seminars will be offered via the Internet on December 8th and 9th. During the 45-minute sessions, the key benefits of Web-based sales automation software from both business and technical perspectives as well as future trends in this area will be discussed.
Applix and iMarket Create Customer Relationship Management Solution
Applix, Inc and iMarket Inc. introduced a customer relationship management solution to offer lead enrichment, a system that increases the value of leads by adding business data. By enhancing lead data with information such as annual sales, number of employees, and SIC code, organizations can prioritize and qualify leads, focus on the top-priority prospects, and close deals faster.
Primus and Onyx Partner
Primus and ONYX Software Corporation today announced a product integration partnership. The two companies will integrate their applications, ONYX Customer Center and Primus® SolutionSeries™ software, empowering joint customers to link their customer contact and technical solution knowledgebases for the resolution of customer problems.
PricewaterhouseCoopers Joins IMA's LeverEDGE Alliance Program
IMA today announced that PricewaterhouseCoopers has joined IMA's LeverEDGE™ Alliance Marketing Program. The alliance will enable PricewaterhouseCoopers consultants to implement IMA's CIS desktop product suite in conjunction with its database marketing and CIS-related consulting projects.
Mustang Software's Internet Message Center Receives `Best of Show' Award for ICCM
Mustang Software, Inc. received a "Best of Show" award from the editors of Customer Support Management magazine at ICCM -- the annual conference and exposition for Incoming Call Center Management.
 Find out how to reduce support costs by up to 75%
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