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Stock Index
RealMarket	86.61	0.48%
Stock Index:	Tell me more
Dow Jones	11117.00	0.64%
Nasdaq	2,671.22	0.98%
S&P500	1,344.16	1.01%
Aegis	29/32	- 1/32
APAC Tel	2 3/8	1/32
Applix	9 1/4	- 1/8
Aspect Tel	10 3/4	- 1/16
Astea	2 7/8	0
Clarify	36 13/16	13/16
Convergys	21 7/16	- 9/16
Datawatch	29/32	3/32
Davox	13 3/4	0
Edify	11 3/4	2 1/16
EIS Intl	3	1/8
Firstwave	3 9/16	- 5/16
Genesys	29	1/8
ICT Group	7 13/16	3/16
IMA	6 31/32	13/16
Inference	3 1/4	0
InterVoice	14 7/8	7/16
Melita	8 3/4	- 11/16
Mustang	5 3/8	- 3/16
Onyx	14 1/4	1/4
Pegasystems	8 1/2	0
Peregrine	32 3/4	- 1/2
Periphonics	21 11/16	11/16
Precision	8 5/8	3/8
Primus	22 7/16	3/16
Remedy	25 7/16	11/16
SalesLogix	15 7/16	- 9/16
Siebel	61 1/8	1/2
Silknet	34 1/2	1/4
SITEL	3 1/2	1/16
Sykes	26 3/4	1/4
Syntellect	2	1/16
Teletech	11 1/8	1/16
Vantive	9 1/16	1/16
West Tel	8 3/4	3/8
As of close 8/17/99

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HDI Tip of the Day
“All jobs have ‘lives,’ cycles of learning, mastery, plateauing, and declining. Because we have brains, we require new stimulation for growth, food for the mind, body, and soul. Some people try to ignore this. Others create life crises on purpose.” — Repacking Your Bags: Lighten Your Load for the Rest of Your Life by Richard J. Leider and David A. Shapiro

 

Today's News

Remedy Helps Lucent Launch Call Center Solution
Remedy® Corporation announced that Lucent Technologies has fully deployed its worldwide customer support application, the Customer Technical Support (CTS) Customer Assistance Request Entry System (CARES). Built by Remedy, CTS CARES supports all Lucent network systems and products worldwide. The application development and initial deployment were completed in six months. Lucent rolled out the completed application in less than two months to more than 7,000 users at more than 100 sites in 65 countries.

Knowlix Adds 31 New Customers in One Month.
Knowlix Corporation announced that it signed 31 new customers last month surpassing the company’s previous sales record for a given month. Customers adding a Knowlix solution to their support operation during the month included Canon USA, Inc., the U.S. Department of Energy, Pepperdine University, Contour Software, and the City of Denver. (Read More)

eLoyalty helps Vision Service Plan
eLoyalty announced it is working with Vision Service Plan (VSP), the nations largest provider of eye care wellness benefits, to transform its mainframe-based customer care system into an advanced CTI-enabled system. eLoyalty is helping VSP add computer telephony integration (CTI) technology to its California and Ohio customer contact centers, and is creating a graphical user interface (GUI) for its mainframe system, making it easier to find information during customer calls.

New This Week From helpDESK Online
In the race for the ever-elusive bottom line do we unwittingly encourage our support technicians to be dishonest? Also in this issue: "Eight Secrets for Successful E-Service" and some tested interviewing tips from Dr. Pierre Mornell. (Read More)

Tioga and Tivoli Announce Integrated Solution
Tioga Systems, Inc. announced an agreement with Tivoli Systems, Inc. to integrate Tioga's Internet support infrastructure with Tivoli Enterprise software. The partnership with Tivoli, delivers a support solution which automates active self-service and remote assisted service, for immediate resolution of computer software problems. Tioga's Internet support offers a category of support solutions called eSupport -- utilizing Internet technology to enable any live support provider to support any user, anywhere, at any time.

Secure Document Systems Selects Pivotal
Pivotal Corporation announced that Secure Document Systems, a payment solutions provider for businesses, has chosen Pivotal Relationship to manage its customer support area, sales force initiatives and accounting activities. Secure Document Systems will deploy the first phase of its CRM solution in its customer support area, providing employees with a solution for managing customer relationships enterprise-wide.

800 Support Introduces "ePath" Web-assisted Services
800 Support, introduced "ePath," which help companies provide technical support and customer service over the Internet and across conventional call centers. Designed for client companies that choose to outsource customer care to 800 Support, ePath integrates personal e-mail, text-based chat, self-service, customer satisfaction monitoring, and other Web-based collaboration technologies with the human support agents at 800 Support.

Continuity Solutions Gets Second Round Funding
Continuity, Inc., a company that has developed a personalized customer interaction solution for e-commerce sites, announced today it has completed a second round of funding. The company has raised a total of $4.1 million to date from private investors. Continuity also announced it has named former Netcom Online Communications senior vice president Michael D. Greenbaum as its president and CEO.