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REAL
MARKET
RESEARCH
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Monday,
December 14, 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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57.90
8695.60
1966.86
1141.20
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-1.88
-126.16
-62.45
-25.26
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-3.25%
-1.43%
-3.08%
-2.17%
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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
Sykes
SPS Pay
Astea
Inference
Aspect
ICT Group
Remedy
Aegis Comm
Precision
West Tel
Teletech
Melita
Siebel
Vantive
Clarify
Peregrine
Applix
APAC Tel.
SITEL
Datawatch
Pegasystems
IMA
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3 3/8
24 1/2
31 15/16
1 17/32
7 3/8
13 11/16
2 1/8
11 13/16
31/32
7 3/4
9 11/16
9
14
25 9/16
7 5/8
21
37 1/16
4 5/8
5
2 1/4
1 1/4
4 5/16
5 3/4
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1/16
7/16
0
0
- 1/16
- 3/8
- 1/16
- 3/8
- 1/32
- 1/4
- 5/16
- 5/16
- 1/2
- 15/16
- 5/16
-1
-2 3/16
- 9/32
- 15/32
- 1/4
- 5/32
- 11/16
-1
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1.89%
1.82%
0.00%
0.00%
-0.84%
-2.67%
-2.86%
-3.08%
-3.13%
-3.13%
-3.13%
-3.36%
-3.45%
-3.54%
-3.94%
-4.55%
-5.57%
-5.73%
-8.57%
-10.00%
-11.11%
-13.75%
-14.81%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
“Through our senses we intercept thousands of stimuli which trigger in us several kinds of reactions, both emotional and intellectual. When we become aware of them, we are helping our memory. While making a note of what we perceive, we are controlling the recording process.” -- Don’t Forget! Easy Exercises for a Better Memory, by Danielle C. Lapp
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 Xerox has achieved SCP Certification
ServiceSoft Announces Integration of Automated Customer Support Software With Vantive
ServiceSoft Corporation today announced the integration of ServiceSoft's Web Advisor(R) with the Vantive Enterprise. The integration of ServiceSoft's and Vantive's solutions provides a customer support management system with intelligent problem resolution and Internet self-service functionality. Full Story - http://www.realmarket.com/news/servicesoft121498.html.
Kana Communications(TM) Announces Family of Internet Customer Service Products; Kana Customer Messaging System 3.0 Closes the Online Customer Loop
Kana Communications today announced the Kana Customer Messaging System 3.0 (Kana CMS), a family of Internet customer service products for the enterprise. Kana CMS 3.0 includes the core components from earlier versions, as well as three new modules: Kana Direct, an outbound targeted marketing component; Kana Classify, a message classification technology; and Kana Link, an open integration package.
AMR Research Predicts Customer Relationship Management (CRM) Market Will Top $11.5 Billion By 2002
AMR Research, Inc. predicts that total aggregate revenue of the Customer Relationship Management (CRM) market is expected to grow from $1.2 billion in 1997 to $11.5 billion in 2002, sustaining a 58 percent CAGR over the five years. According to AMR Research, CRM consists of technology-assisted selling (TAS), which is the largest CRM segment accounting for 59 percent of the market, and customer support, a combination of customer service and field service.
APAC, Paragren and USWeb Announce Solution For Web-Based Relationship Marketing
APAC Customer Services; Paragren Technologies and USWeb introduced Internet-enabled Customer Relationship Marketing (CRM), a real-time interactive customer solution. The solution extends APAC's customer contact capabilities beyond traditional phone and mail-based methods to include the Internet, thereby providing businesses with a channel neutral capability to acquire, service and grow customers.
Paragren's One-By-One(R) Achieves Record Performance
Paragren today announced the results of a Customer Relationship Marketing (CRM) performance test executed in conjunction with a large-scale database marketing project. The test reflects an actual marketing event, comparing Paragren's One-By- One® Campaign Manager with other SQL-based campaign management approaches. Campaign Manager completed the test on a scale of more than eight times faster than the SQL approach.
Vantive Teams with IBM to Provide IBM's DB2 Universal Database Support
The Vantive today announced that it has entered into a relationship with IBM to co-develop and co-market The Vantive's Enterprise, Vantive's suite of front-office solutions, for IBM's DB2(1) Universal Database.
Bendata Names Sarcom as HEAT Value Added Reseller
Bendata Inc. today announced that Sarcom, Inc., a national I.T. solutions provider based in Columbus, Ohio, has been certified as a Bendata Channel Partner and value added reseller of Bendata's support management and help desk software, HEAT.
Sykes Enterprises, Incorporated Names New President
Sykes Enterprises today announced that David L. Grimes, formerly Region Vice President of AT&T has been named President of Sykes Enterprises, Incorporated. Mr. Grimes will report to John H. Sykes, who will remain thoroughly involved in the day-to-day operations of the Company and maintain his Chairman and Chief Executive Officer responsibilities.
 IQSupport Application Suite from Advantage kbs
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