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REAL
MARKET
RESEARCH
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Thur,
December 17, 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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59.78
8875.82
2043.88
1179.98
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1.81
85.22
34.52
18.04
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3.03%
0.97%
1.72%
1.55%
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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 |
Siebel
Astea
Inference
ICT Group
IMA
West Tel
Remedy
Firstwave
Aegis Comm
APAC Tel.
Melita
Clarify
Sykes
SPS Pay
Precision
Applix
Teletech
Peregrine
Pegasystems
SITEL
Aspect
Vantive
Datawatch
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27 9/16
2 1/32
8 13/64
2 1/4
6 1/4
9 7/8
12 7/16
3 5/8
29/32
5
14 1/8
21 1/16
25 1/8
31 15/16
7 1/2
4 1/4
8 7/8
37 1/2
4 1/2
2 9/16
14 1/16
7 11/16
1 9/32
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3 1/16
7/32
37/64
1/8
1/4
3/8
7/16
1/8
1/32
3/32
1/8
1/16
1/16
0
0
0
- 1/16
- 7/16
- 1/16
- 1/16
- 9/16
- 3/8
- 1/16
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12.50%
12.07%
7.58%
5.88%
4.17%
3.95%
3.65%
3.57%
3.57%
1.91%
0.89%
0.30%
0.25%
0.00%
0.00%
0.00%
-0.70%
-1.15%
-1.37%
-2.38%
-3.85%
-4.65%
-4.65%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
The four major expectations that people [within your organization] have are: 1) Income--How much can I expect to earn, now and in the future. 2) Advancement--How far can I expect to go within this organization? 3) Education--How much education should I expect to acquire or will I receive while involved with this organization. 4) Relationships--What kind of relationships should I expect to be involved in? -- Making a Difference: 12 Qualities That Make You a Leader, by Shelia Murray Bethel
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 IQSupport Application Suite from Advantage kbs
CustomerSoft's ESP Includes New Web Capabilities
CustomerSoft, Inc. announced today that its integrated internet application,
Expert Li@ison, now includes enhanced remote access capabilities,
new security options and web visitor tracking features.
The current generation of Expert Li@ison lets customers
perform web searches of the established knowledgebase,
with multiple authentication features, and provides remote access to field technicians.
Siebel Systems Acquires The 20-20 Group, Ltd.
Siebel Systems, Inc. today announced the acquisition of The 20-20 Group, a provider of end-user training for the Enterprise Relationship Management (ERM) market. Since 1996, The 20-20 Group has worked closely with Siebel to train many of the current members of the Siebel end-user community. This acquisition will enable Siebel to provide end-user training for implementations and long-term customer satisfaction.
Dell Online Service and Support: The Next Generation
Dell Online Service and Support: The Next Generation Dell Computer announced a series of new service and support capabilities that are available on the company's U.S. Web site. The offerings include a natural language search capability called Ask Dudley, a virtual help desk called HelpTech, an automatic file notification service called FileWatch, and a spare parts ordering system.
OnDisplay, Inc. Chooses NetManage’s OpSession
NetManage Inc. today announced that OnDisplay, Inc., a developer of Rapid Integration solutions for ERP, E-Commerce and Web portal applications, has selected NetManage’s OpSession™ -- the company’s Internet-based customer interaction tool -- for the company’s suite of CenterStage™ products.
Melita International is Awarded Patent for Innovation That Improves Call Center Efficiency
Melita International® announced today that it has been awarded a U.S. Patent on the Method and Apparatus for Non-offensive Termination of an Outbound Call and for Detection of an Answer of an Outbound Call By an Answering Machine. According to Melita, the patented technology provides a better way for companies with call centers to get in touch with their customers using automated dialing systems.
Inference CBR Content Navigator 3.5 Named C@LL CENTER Solutions Magazine Product of the Year
Inference Corporation announced that its CBR Content Navigator 3.5, the foundation of Inference's recently announced k-Commerce product suite, has been named 1998 ``Product of the Year'' by C@LL CENTER Solutions Magazine. Content Navigator 3.5 is based entirely on Extensible Mark-up Language (XML). CBR 3.5 enables a company to organize its knowledge, make it accessible and then provide the answer the customer seeks via a powerful case-based reasoning engine.''
Vantive Names New Chief Information Officer
The Vantive Corp. announced the appointment of Jim Whitaker, formerly CIO of Coherent, Inc. to chief information officer (CIO).
Aegis Communications Group Adopts Shareholder Rights Plan
Aegis Communications Group, Inc. today announced that its Board of Directors has adopted a Shareholder Rights Plan. Aegis' Board of Directors noted that the Plan is designed to require that any potential acquiror seeking to obtain control of Aegis treat all Aegis shareholders fairly and equally and to deter the use of coercive takeover tactics.
 TELALERT Notification and Response by Telamon
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