REAL MARKET RESEARCH
Thursday, August 12, 1999
THE SUPPORT REPORT
The First and Only Daily Report for the Service and Support (CRM) Industry
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Support Stock Index (SSDEX)
Gainers and Losers - 8/12/99
SSDEX
Dow
Nasdaq
S&P500

83.96
10789.40
2549.49
1298.16

1.99
1.60
-15.49
-3.77

2.43%
0.01%
-0.60%
-0.29%

   Company   

   Close    

 Change 

 Percent  

Siebel
Pegasystems
Syntellect
Clarify
Vantive
Silknet
SalesLogix
Datawatch
Peregrine
Aegis
Edify
Genesys
Sykes
APAC Tel
Remedy
Inference
Primus
IMA
Astea
EIS Intl
Convergys
Aspect Tel
ICT Group
Melita
West Tel
InterVoice
Applix
Firstwave
Davox
Precision
SITEL
Periphonics
Onyx
Teletech
Mustang

57 1/8
8 9/16
2
32 3/4
9 1/2
30
15 7/8
25/32
31 7/8
31/32
8 13/16
29
26 3/4
2 13/16
24
3 1/4
19 1/2
3 5/8
2 13/16
2 7/8
22 3/16
11
7 7/8
9 3/8
9
14
8 7/16
3 5/8
14 1/8
8 7/16
3 1/8
21
13 7/8
11
5 1/4

4 1/8
9/16
1/8
1 3/4
1/2
1 9/16
3/4
1/32
1 1/4
1/32
1/4
3/4
5/8
1/16
7/16
1/32
1/16
0
0
0
- 1/8
- 1/8
- 1/8
- 3/16
- 1/4
- 7/16
- 9/32
- 1/8
- 1/2
- 5/16
- 1/8
-1 1/8
- 13/16
- 3/4
- 3/8

7.78%
7.03%
6.67%
5.65%
5.56%
5.49%
4.96%
4.17%
4.08%
3.33%
2.92%
2.65%
2.39%
2.27%
1.86%
0.97%
0.32%
0.00%
0.00%
0.00%
-0.56%
-1.12%
-1.56%
-1.96%
-2.70%
-3.03%
-3.23%
-3.33%
-3.42%
-3.57%
-3.85%
-5.08%
-5.53%
-6.38%
-6.67%


ServiceWare Solution of the Day
Pressing END does not move to end of Lotus 1-2-3 Millennium row.
 

HDI Tip of the Day
“It’s easier to keep laughing than to start.” — Repacking Your Bags: Lighten Your Load for the Rest of Your Life by Richard J. Leider and David A. Shapiro


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Siebel Systems and IBM Extend Alliance
Siebel Systems and IBM Corporation announced today an extension of their alliance. IBM Global Services has become a Siebel Strategic Alliance Partner to deliver support services for Siebel Front Office Applications helping customers integrate and deploy Siebel Systems' Web-based sales, marketing, customer service and e-business solutions. IBM Global Services is forming a worldwide team within its Customer Relationship Management Services practice to deliver world-class business processes, software configuration, integration, training and customer support for Siebel Front Office applications.

DecisionOne Introduces Web-Based Service Delivery System
DecisionOne announced the introduction of DecisionOne's ADVISE(TM), an Internet-based system that will allow users to manage their IT services. The company said that the introduction of the system reflects its ongoing strategy to leverage the Internet in providing service solutions to its customers.

InterVoice Unveils Development Software for Speech Recognition
InterVoice Inc. announced InVision(TM) SpeechWizard, a call automation software tool that enables application developers to design and implement speech recognition call flow scripts. Used in conjunction with InterVoice's InVision(TM) call flow development tool, SpeechWizard allows developers to set up speech recognition applications for an unlimited number of industries.

New Zealand Bank Implements Onyx Software
Onyx Software® announced that BankDirect, New Zealand's phone and Internet-based bank, has implemented Onyx Front Office to manage all aspects of its customer relationships. BankDirect's call center account managers use Onyx Front Office 24 hours a day, seven days a week to maximize sales opportunities for financial products such as savings accounts and loans. In addition, Onyx Front Office is used for customer service functions, such as assisting customers with queries about lost cards, forgotten PIN numbers or loan repayments.

WebLine Announces New Customers
WebLine Communications announced that several new companies have recently licensed WebLine Communications' Web collaboration software to support their Internet sales and customer service initiatives. These companies include AutoNation, Bose(R) and eToys.

 Servicesoft Names New CEO and President
Servicesoft Technologies announced that Chris Butler has been appointed CEO and President, effective immediately. Butler was most recently founding president of Interactive Solutions. Mark Skapinker will assume a new role as Chairman and Founder. Skapinker, who founded Balisoft, which then merged with Servicesoft in February 1999, will continue to focus on Servicesoft's strategies and vision.

IMA Announces Second Quarter Results
Total revenues for the second quarter of 1999 were $13.1 million compared to $13.1 million in the second quarter of 1998. The Company had a net loss of $1.8 million, or $(0.19) per diluted share for the second quarter of 1999, as compared to a net income of $629,000 or $0.06 per diluted share in the second quarter of 1998. In addition, the Company announced $5 million additional financing from Wand Partners, LLC and a commitment from a financial institution for a line of credit for borrowings up to $8 million.

Pegasystems Reports Financial Results
Total revenues for the 1999 second quarter were $21.3 million, an increase of 17.6% from the $18.2 million reported in the same 1998 period. License revenues totaled $9.1 million in the recent quarter, decreasing 8.3% compared to $10.0 million for the year-ago period. The Company reported net income of $1.0 million (or $0.03 per diluted share) versus net income of $0.5 million (or $0.02 per diluted share) for the 1998 period.

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