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REAL
MARKET
RESEARCH
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Monday,
December 21, 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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63.48
8988.85
2138.03
1202.84
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2.55
85.22
51.89
14.81
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4.02%
0.96%
2.49%
1.25%
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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
ICT Group
Siebel
Clarify
Peregrine
Sykes
West Tel
Datawatch
Aspect
SPS Pay
Teletech
Firstwave
Remedy
Inference
Pegasystems
Precision
Vantive
Astea
Applix
SITEL
IMA
Aegis Comm
APAC Tel.
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17 1/4
2 5/8
33
22 7/8
40
26 7/16
9 7/8
1 5/16
13 15/16
31 15/16
8 5/8
3 1/2
12 11/16
8 3/16
4 7/16
7 1/2
7 5/8
1 13/16
4 1/8
2 5/16
5 1/2
27/32
3 7/8
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2 1/4
5/16
3 1/4
1 3/16
2
1 1/16
3/8
1/32
1/8
0
0
0
- 1/16
- 1/16
- 1/16
- 1/8
- 1/4
- 1/16
- 3/16
- 1/8
- 9/16
- 3/32
-1 1/16
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15.00%
13.51%
10.92%
5.48%
5.26%
4.19%
3.95%
2.44%
0.90%
0.00%
0.00%
0.00%
-0.49%
-0.76%
-1.39%
-1.64%
-3.17%
-3.33%
-4.35%
-5.13%
-9.28%
-10.00%
-21.52%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Listen for and write down your customers' 'unspoken' service requests, even if they don't belong to you. Act on these requests where you can. This will help to produce loyal customers. -- Effective Telephone Communication Skills
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 Xerox has achieved SCP Certification
Oracle Targets Scopus/Siebel Customers
Oracle Corp. today announced that it is offering to customers using Scopus software a 50% software license reduction for Oracle's Front Office Version 3.0. The ``Scopus to Oracle Trade-up Program'' is available for a limited time, from December 18, 1998, through February 28, 1999. Additionally, OracleŽ Consulting announced ``Scopus/Siebel Fast Path,'' a program designed to leverage Oracle Consulting methods and tools to make the migration from Scopus to Oracle quick and cost-effective. Both programs are initially being offered in the United States.
Raytheon Selects ServiceWare for Knowledge-based Support
ServiceWare Inc. announced that Raytheon Company, a $20 billion technology systems manufacturer headquartered in Lexington, Mass., has selected ServiceWare's Knowledge-Pak solutions for providing knowledge-based support to employees. Raytheon will use ServiceWare's Knowledge-Pak Architect and Knowledge-Pak Viewer software applications, plus Knowledge-Pak content products, as part of an enterprise-wide deployment of knowledge-based support across the company's Intranet.
Business Evolution Announces Improved Email Management System
Business Evolution (BEI) announced the release of version 3.0 of @Once Service Center, a Web customer service software solution that offers companies four ways of communicating with Web customers: email, live messaging, chat rooms and a telephone call-back feature. Version 3.0 of @Once Service Center formally introduces the BEI email management system, which showcases concepts in Web customer care through email.
Cambridge Technology Partners and Allegheny Power
Cambridge Technology Partners in cooperation with Allegheny Energy, Inc. announced the completion of a 10-month project to deliver new call center management system to the company's customer service center. The solution was developed to enable Allegheny to attract and retain profitable customers and build customer loyalty.
FieldCentrix Standardizes on Nettech Middleware to Provide Mobile Software Solutions for Field Service
Nettech Systems, Inc. and FieldCentrix, Inc. announced an agreement whereby FieldCentrix will standardize on Nettech's InstantRF(R) middleware to wirelessly-enable its newly released FieldCentrix(TM) Enterprise product suite. FieldCentrix Enterprise is a Microsoft(R) Windows(R) CE-based mobile software application designed to automate the equipment repair and maintenance processes for service companies and manufacturers. Nettech's InstantRF enables the FieldCentrix Enterprise software to communicate over any wireless network FieldCentrix's customers choose to deploy the system.
SalesLogix Corp. Partners With Puma Technology for PalmPilot Integration
SalesLogix(R) Corp. announced the capability to integrate its SalesLogix Sales Information System(TM) to the 3Com PalmPilot(TM) connected organizer through Puma Technology's(TM) new Intellisync(TM) for PalmPilot v3.1 synchronization software. Utilizing Intellisync, SalesLogix v3.0 users can now synchronize and update their contacts, schedules and to do lists from their desktop or notebook computers to the 3Com PalmPilot connected organizer. Intellisync for PalmPilot, available immediately, is sold and supported directly by Puma Technology Inc.
Geac SmartEnterprise Implements Advanced, Web-Based Customer Support Service
Geac SmartEnterprise Solutions, a provider of enterprise resource management (ERM) solutions and services, today announced the implementation of its new Web-enabled customer support service, AnswerLink. Geac's more than 3,500 customers will have greater access to their account information, product updates and company information, using this self-service support system. By integrating the key components of Silknet Software's eService solution, such as Call Management, Knowledge Manager and Extranet Workflow into the AnswerLink system, Geac has streamlined its support processes.
Melita Announces Multi-Year, Multi-Site Agreement with Latin American Telemarketing Company
MelitaŽ International today announced a multi-site contract with Tecmarketing S.A. to provide the telemarketing company with an information technology infrastructure for interactive customer management in its Latin American call centers. Tecmarketing is one of the largest and fastest growing telemarketing organizations in Latin America with two call centers in Mexico City with 1,000 seats each and a new contact center in Tijuana with a minimum of 500 positions that are planned to go live in early 1999. Tecmarketing plans to ultimately expand its telemarketing operation to 3,000 seats by the year 2002.
APAC'S Fourth Quarter 1998 Results to be Below Analysts' Expectations
APAC Teleservices, Inc. today announced it anticipates it will report results for its fourth fiscal quarter ended December 27, 1998 which are significantly lower than current analysts' earnings expectations of $0.09 per share. The Company does not expect to be profitable in the fourth quarter, primarily as a result of lower estimated revenues.
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