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REAL
MARKET
RESEARCH
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Wednesday,
December 2, 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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61.94
9064.54
1995.21
1171.25
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0.85
-69.00
-8.54
-4.03
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1.37%
-0.76%
-0.43%
-0.34%
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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 |
Melita
IMA
West Tel
Siebel
Sykes
Applix
SITEL
Remedy
Vantive
Inference
Precision
Clarify
ICT Group
SPS Pay
Aegis Comm
Teletech
Astea
Aspect
Pegasystems
Datawatch
Peregrine
Firstwave
APAC Tel.
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16 1/2
6 1/8
11 9/16
26 15/16
23 1/8
4 1/4
2 7/16
11 1/8
8 3/16
8
8 3/16
18 7/8
2 1/2
31 15/16
1 1/8
9 5/16
1 29/32
18 11/16
6 11/16
1 7/16
37 3/4
3 9/16
6
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1 7/16
1/2
13/16
7/8
11/16
1/8
1/16
1/8
5/64
1/16
1/16
1/16
0
0
0
- 1/16
- 1/32
- 5/16
- 1/8
- 1/32
-1 1/4
- 1/8
- 5/16
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9.54%
8.89%
7.56%
3.36%
3.06%
3.03%
2.63%
1.14%
0.96%
0.79%
0.77%
0.33%
0.00%
0.00%
0.00%
-0.67%
-1.61%
-1.64%
-1.83%
-2.13%
-3.21%
-3.39%
-4.95%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
When we say, “I cannot remember names, places I been, things I have to do,” we should ask ourselves whether we have really tried to remember those things. Chances are that we did not really need to remember them or did not make the necessary effort to do so. -- Don’t Forget! Easy Exercises for a Better Memory, by Danielle C. Lapp
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 IQSupport Application Suite from Advantage kbs
Telephone, Web Sales Converge
As Web transactions continue to grow as a percentage of the business, call centers are poised to become the work-flow engine that routes and manages the bulk of customer interactions. At least that is the message from call-center vendors that have stepped up efforts to deliver software packages that push Internet transactions through the same infrastructure used to provide customer service over the telephone. See the full InternetWeek article at http://www.techweb.com/wire/story/TWB19981129S0001.
Analysts Point to Service-Level Management as Route to Improved Standing for It Departments
Analyst group, Ovum Inc., has today released research that signals good news for IT departments struggling to be valued by their parent organizations. Ovum finds that service-level management(a) enables adopters to manage complex, distributed computing environments to better address the requirements of their internal customers. A new generation of systems management products promises to offer the necessary support for service-level management, but there are complex technology and cultural issues which vendors must address in order to maximize the opportunities for users.
Applix And ATIO Unveil CyberCall for Applix Enterprise
Applix, Inc. and ATIO Corp. today unveiled plans to create and market CyberCall for Applix Enterprise, a customer relationship management solution that can queue, distribute and manage incoming communication from all types of media, simultaneously. CyberCall for Applix seeks to improve the customer/vendor relationship by providing timely service, no matter how they choose to communicate with companies.
POINT Information Systems and IBM Form Business Partner Relationship
POINT Information Systems, Inc., a provider of Enterprise Relationship Management (ERM) solutions, today announced it has formed a business partner relationship with IBM Global Services. Under the terms of the agreement, the two companies will team up to deliver customer relationship management (CRM) solutions.
Prime Response Teams With HP to Offer RapidVALUE Customer-Relationship-Management Solution
Prime Response Inc. and Hewlett-Packard Company today announced RapidVALUE, a customer-relationship-management (CRM) solution targeted at the retail brokerage and mutual-fund industries. Designed to deliver a quick return on marketing campaigns, RapidVALUE addresses the issues of firms with escalating customer-management challenges and the task of growing assets under management.
Astea Bundles Mercado Intuifind(TM) Technology Into Online Customer Service Modules
Astea International, Inc. today announced that Astea now bundles Mercado's IntuiFind™ technology with its ServiceAlliance 3.0™ web-based modules. The IntuiFind technology enables field service agents and customers to request information on such items as contracts, work orders, help desk calls, service requests, inventory levels and returns -- even if their requests are misspelled, use the wrong terminology, or are in a different language than the language of the source database.
NetManage Inc. Names General Manager of the Company’s Emerging Technology Group
NetManage Inc. announced that former Oracle Corp. executive Richard D. French has been appointed senior vice president and general manager of NetManage’s Emerging Technology Group. Mr. French brings to NetManage more than 23 years of experience most recently as president and CEO of the San Francisco-based start-up Infoscape, Inc.
SalesLogix Announces Support of Microsoft's SQL Server 7.0
SalesLogix(R) Corp. announced support for Microsoft SQL Server 7.0 with its SalesLogix Sales Information System(TM). SalesLogix's internal benchmark testing of its sales automation software with SQL Server 7.0 shows significant performance increases in querying and other database activities when compared to the same activities running with SQL Server 6.5.
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