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REAL
MARKET
RESEARCH
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Wed,
December 23, 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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64.41
9202.03
2172.54
1228.54
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1.58
157.57
51.56
24.97
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2.45%
1.74%
2.43%
2.07%
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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 |
Aegis Comm
Aspect
Vantive
Applix
Siebel
Precision
Clarify
Remedy
Teletech
SPS Pay
Astea
West Tel
IMA
Datawatch
Firstwave
Peregrine
Melita
Inference
Sykes
ICT Group
Pegasystems
SITEL
APAC Tel.
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15/16
15
7 7/8
4 7/16
33 11/16
8
23 7/8
13
9
31 15/16
1 13/16
9 3/4
5 3/8
1 1/4
3
39 3/4
17 3/4
7 7/8
26 1/8
2 7/16
4 5/16
2 1/8
3 23/32
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3/32
1 3/16
9/16
5/16
1 13/16
3/8
1
5/16
1/32
0
0
0
0
0
0
- 1/8
- 1/8
- 3/32
- 3/8
- 1/16
- 1/8
- 1/8
- 9/32
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11.11%
8.60%
7.69%
7.58%
5.69%
4.92%
4.37%
2.46%
0.35%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
-0.31%
-0.70%
-1.18%
-1.42%
-2.50%
-2.82%
-5.56%
-7.03%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
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 Xerox has achieved SCP Certification
Web-Based Service -- App Integration Is Key To Server-Based Customer-Service Systems
While front-office software makers such as Siebel Systems Inc. ship products for managing all forms of customer contact, some smaller vendors are focusing on Web-based customer interactions. Full InformationWeek story - http://www.techweb.com/se/directlink.cgi?IWK19981207S0045.
Horizons 99 Conference Recognizes Leaders in Technical Support Delivery
It was good news for ten leaders in the software industry as they were recognized for excellence in customer service at an annual gathering of support services executives. The Software Support Professionals Association (SSPA), a Ziff-Davis business, awarded ten companies in eight different categories for service excellence. This year's winners were: Mentor Graphics (Complex Support), Rockwell Software (Most Improved), SPS Payment Systems (High Call Volume), Hyperion Solutions and Sykes Enterprises (tied for Sustained Performance), Cognos Inc. (Automation Vendor), Mercury Interactive and Sage Software (tied for Electronic Support), CompuCom Systems (Outsourcer), and DecisionOne (Internet Service Provider). Four categories, Internet Service Provider, Outsourcer, Electronic Support, and Automation Vendor, were added to this year's program.
EDS Wins $100 Million Contract to Develop Multi-Language Telephone Assistance Network for 2000 Census
The U.S. Bureau of the Census today awarded EDS a two-year $100 million contract to develop a state-of-the-art telephone assistance network to handle inquiries in six languages and help ensure the accuracy of the 2000 Census. Under the Telephone Questionnaire Assistance program, EDS and its partners will establish and operate about 30 user-friendly toll-free call centers throughout the nation to help citizens and residents accurately respond to Census 2000 questions. At its peak, the centers are expected to employ about 6,000 call center agents. The EDS team includes industry leaders Centrobe, Inc., a division of EDS; AFFINA Corp., APAC TeleServices, Inc.; Call Interactive, GeoTel Communications Corp., Precision Response Corp.; TeleTech Holdings, Inc. and West TeleServices Corp.
Siebel and C3i Team to Deliver Comprehensive User Services to Siebel Customers
Siebel Systems, Inc. and C3i, Inc., today announced an alliance to provide comprehensive support and training services to end users of Siebel Enterprise software. C3i will provide Siebel-specific help desk, system management, classroom and Web-based training designed to meet the needs of today's mobile users of enterprise relationship management (ERM) software.
Melita Enterprise Explorer Selected Product of theYear by CTI Magazine
Melita International announced that Melita Enterprise Explorer(tm) was named Product of the Year by CTI(tm) Magazine. Melita Enterprise Explorer enables companies with distributed call centers to create, monitor and control business processes across their enterprise.
 IQSupport Application Suite from Advantage kbs
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