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REAL
MARKET
RESEARCH
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Friday,
December 18, 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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61.03
8903.63
2085.66
1188.03
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1.28
27.81
41.78
8.05
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2.09%
0.31%
2.04%
0.68%
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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
Melita
Aegis Comm
Clarify
ICT Group
Remedy
Vantive
Applix
Peregrine
Sykes
Inference
SPS Pay
Precision
Pegasystems
Datawatch
APAC Tel.
Aspect
Teletech
IMA
Firstwave
West Tel
SITEL
Astea
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29 3/4
15
15/16
21 11/16
2 5/16
12 3/4
7 7/8
4 5/16
38
25 3/8
8 1/4
31 15/16
7 5/8
4 1/2
1 9/32
4 15/16
13 13/16
8 5/8
6 1/16
3 1/2
9 1/2
2 7/16
1 7/8
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2 3/16
7/8
1/32
5/8
1/16
5/16
3/16
1/16
1/2
1/4
3/64
0
0
0
0
- 1/16
- 1/4
- 1/4
- 3/16
- 1/8
- 3/8
- 1/8
- 5/32
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7.94%
6.19%
3.45%
2.97%
2.78%
2.51%
2.44%
1.47%
1.33%
1.00%
0.57%
0.00%
0.00%
0.00%
0.00%
-1.25%
-1.78%
-2.82%
-3.00%
-3.45%
-3.80%
-4.88%
-7.69%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Acknowledgment statements meet the customers’ psychological needs and lets them know that you’re listening. -- How to Handle Difficult Customers, Gary Case and Patrice Rhoades-Baum
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 Lockheed has achieved SCP Certification
Peregrine Systems Partners with Motive Communications
Peregrine Systems® and Motive Communications, Inc. have teamed up to provide an end-to-end automated technical support solution that reduces call volumes, decreases problem resolution time, and improves service by extending automated support directly to users. ServiceCenter®, Peregrine Systems Enterprise Service Desk application, and the Motive System are being integrated using Motive's Integration Server, which enables the two products to work in concert and share support information. Full Story - http://www.realmarket.com/news/motive121898.html.
Customer Care Solutions Account for 20% of IT Budgets
U.S and European companies are currently spending 20% of IT budgets on implementation of Customer Care Solutions, according to a recent survey conducted by INPUT. INPUT went on to state that companies are desperate for better integration of customer care solutions with legacy and ERP systems, and for integration of multiple point solutions from different vendors. More than half of firms are currently using multiple specialized applications for their customer care solutions. There is also a high level of customization involved in customer care solutions, which increases the difficulty of integration.
Survey Finds High CEO Involvement in Customer Relationship Management Initiatives
According to a survey conducted by Exchange Applications, Inc., many CEOs are making Customer Relationship Management a priority. In a sampling of 100+ professionals at the last DCI conference on Customer Relationship Management, 42 percent of respondents indicated that their CEO was actively involved in their company's CRM initiative.
Melita Enterprise Explorer Named Editor's Choice by Call Center Solutions Magazine
Melita International® announced today that its new product, Melita Enterprise Explorer(tm), received an Editors' Choice award from Call Center Solutions Magazine. Melita also announced the opening of an office in Chicago to increase the company's Midwest presence.
Silknet Expands to Serve Midwest, California and Northeast Canada
Silknet Software, Inc. announced that it has opened new offices in San Jose, Calif., Eden Prairie, Minn., and Montreal, Quebec. Silknet has opened eight offices in the last six months.
Mustang Software's Internet Message Center Named 1998 ``Product of the Year'' By CTI Magazine
Mustang Software, Inc. announces that its Internet Message Center (IMC) e-mail management solution received the "Product of the Year" award for 1998 from the editors of CTI magazine, a Technology Marketing Corporation (TMC) publication. This marks the second consecutive year that CTI Magazine has recognized Internet Message Center as the `Product of the Year' in the `Call Center, E-mail Management' category.
Acuity Bolsters Management Team
Acuity announced it has appointed four new executives. The new executives Reg McHone, CFO; Rick Ross, vice president of product development; Gerry Cullen, vice president of business development; and Jerry Baldwin, managing director of WebCenter Express sales -- bring a total of more than eighty years of combined industry experience to Acuity.
 Win an IBM Thinkpad
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