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REAL
MARKET
RESEARCH
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Monday,
December 7, 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
Subscribe - free
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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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60.49
9070.47
2040.64
1187.70
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-0.28
54.33
37.48
10.96
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-0.47%
0.60%
1.87%
0.93%
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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 |
Applix
SITEL
Sykes
Remedy
Siebel
Peregrine
Inference
Pegasystems
SPS Pay
ICT Group
Aegis Comm
Melita
Clarify
Vantive
Precision
IMA
West Tel
Datawatch
Teletech
Firstwave
APAC Tel.
Aspect
Astea
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4 1/4
2 1/2
23 3/4
11 1/8
26 9/16
38
7 5/16
6 1/4
31 15/16
2 5/16
1 1/16
15 3/8
19 1/2
8 1/16
7 7/8
6 7/8
10 1/4
1 5/8
9 11/16
3 3/16
5 3/4
16 3/8
1 19/32
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1/4
1/8
1 1/8
1/2
9/16
3/8
1/16
1/32
0
0
0
- 1/8
- 1/4
- 1/8
- 1/8
- 1/8
- 5/16
- 1/16
- 3/8
- 3/16
- 3/8
-1 13/16
- 1/4
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6.25%
5.26%
4.97%
4.71%
2.16%
1.00%
0.86%
0.50%
0.00%
0.00%
0.00%
-0.81%
-1.27%
-1.53%
-1.56%
-1.79%
-2.96%
-3.70%
-3.73%
-5.56%
-6.12%
-9.97%
-13.56%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Concentration is the key to memorization. You must focus your attention on what you want to record and spend the necessary time and effort. As you develop a “photographic memory,” this should result in a clear image, or a concrete representation of what you want to store in your memory recorder. -- Don’t Forget! Easy Exercises for a Better Memory, by Danielle C. Lapp
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 Lucent has achieved SCP Certification
Data General Selects ServiceSoft for Company-Wide Knowledge Management
ServiceSoft Corporation today announced that Data General Corporation, a supplier of servers, storage systems, and services, has chosen ServiceSoft's solutions for automated employee self-service and facilitated problem resolution on the help desk. Data General's selection was based ServiceSoft's ability to capture, organize and distribute support expertise within the organization. Data General will use ServiceSoft's Web Advisor and Knowledge Builder in conjunction with Remedy's ARS System to create an employee support system for answering software, hardware and networking questions. Full story - http://www.realmarket.com/news/servicesoft120798.html.
Remedy(R) Corp. and Ostream(TM) Software, Inc. Team to Simplify AR System(TM) Changes
Remedy and Ostream Software, Inc. today announced a joint distribution agreement that allows customers to buy Ostream Migrator directly from Remedy and its worldwide network of channel partners. The agreement makes it easier for Remedy AR System customers to implement migration changes throughout the enterprise. In addition, the two companies developed a new release of the Ostream Migrator product, version 1.5, to provide enhanced functionality and tighter integration between the two products. Full story - http://www.realmarket.com/news/ostream120798.html.
Firstwave Offers Internet Hosting Service and 24 X 7 End User Support for Netgain Customers
Firstwave Technologies, Inc. today announced two new offerings to customers of Netgain Sales™, a Web-based sales information system. Firstwave is offering to manage all hosting activities related to Netgain. The partnership will also result in the second offering, 24-hour, 7-day-a-week end user support of Netgain Sales.
eGain Communications and Aptex Software Announce Integration of E-Commerce Customer Service Applications
eGain(tm) Communications Corp. and Aptex Software Inc. today announced a partnership to integrate eGain's Email Management System (EMS) and Aptex's SelectResponse 3.0 automatic response solution. The addition of SelectResponse expands customer options and adds to eGain EMS' existing routing and automatic response capabilities, enabling companies to respond to customers while maximizing their customer service resources.
Bendata's HEATWeb Included Free with HEAT Purchases
Bendata Inc. today announced that HEATWeb, a module of its HEAT support management software, is now available free of charge with each purchase of the HEAT system. HEATWeb gives analysts access to the latest call information from any Web-enabled workstation at a remote client site or through their intranet. Agents can remotely acknowledge, reassign or resolve their assignments, and add, modify or close calls just as they do from their desktops. HEATWeb also allows customers to open, view, modify and close their own call tickets, and perform self-help as an alternative to contacting the support organization.
Fuji Selects Quintus' Customer Management Solution
Quintus Corporation announced that Fuji America Corporation has selected Quintus’ CustomerQ(tm). The Quintus solution, which will replace Fuji's proprietary call center system, provides call tracking and will enable the company to leverage information from previous calls to help identify and solve problems. Fuji will deploy CustomerQ to help its call center offer field support and customer service to electronics manufacturing customers such as Motorola, Nokia and Lucent Technologies.
Telamon TelAlert integrated with NetIQ AppManager Suite
TelAlert, the instant notification and remote response tool from Telamon, has been selected for integration with NetIQ(R) Corporation's NetIQ AppManager(R) Suite, a systems and application management solution for distributed Microsoft(R) Windows NT(R) environments. The technology integration between TelAlert and NetIQ AppManager provides NetIQ customers with notification and remote response via automated escalation of events through resolution and allows IT staff to close the loop once the problem has been identified and fixed.
Siebel and Sequent Announce Strategic Alliance
Siebel Systems, Incand Sequent Computer Systems, Inc. today announced an alliance to deliver Siebel's Enterprise Relationship Management (ERM) solutions on Sequent's NUMACenter(tm) platform. In addition, Siebel solutions will be integrated into Sequent's front-office offerings as a Contact Advantage(tm) Partner. This partnership will enable customers to deploy Siebel's family of sales, marketing and customer service products on NUMACenter, Sequent's data center infrastructure that leverages the strengths of both UNIX and Windows NT.
 TELALERT Notification and Response by Telamon
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