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Stock Index
RealMarket	86.26	-0.57%
Stock Index:	Tell me more
Dow Jones	10,963.80	-0.25%
Nasdaq	2,621.43	-1.37%
S&P500	1,323.59	-0.69%
Aegis	31/32	1/32
APAC Tel	2 9/16	- 1/16
Applix	8 7/8	0
Aspect Tel	11 3/16	1/2
Astea	2 7/8	3/16
Clarify	37 1/8	- 5/16
Convergys	21 7/8	1/16
Datawatch	13/16	- 1/32
Davox	13 1/4	- 3/4
Edify	11	- 3/8
EIS Intl	2 7/8	0
Firstwave	4 3/16	3/16
Genesys	29 7/16	5/16
ICT Group	7 5/8	3/8
IMA	10 7/8	2 3/8
Inference	3 11/32	- 17/32
InterVoice	14 1/16	- 7/16
Melita	9 1/16	1/16
Mustang	4 13/16	- 1/8
Onyx	13 15/16	- 1/16
Pegasystems	8 1/4	1/8
Peregrine	31 1/4	-1
Periphonics	22 9/16	1 3/16
Precision	8 5/8	0
Primus	22 3/4	11/16
Remedy	24 15/16	1/16
SalesLogix	16	3/4
Siebel	59 15/16	-1 1/8
Silknet	34 3/8	- 1/2
SITEL	3 15/16	1/16
Sykes	25 7/8	- 3/8
Syntellect	2	- 1/8
Teletech	11	- 1/8
Vantive	8 7/8	- 1/8
West Tel	9 3/16	5/16
As of close 8/19/99

Windows 98 does not detect a second CD-ROM drive.
 

HDI Tip of the Day
If we understand what our customers need, we can work toward meeting that need before it becomes urgent, before it becomes a problem” — Help Desk Practitioner’s Handbook, by Barbara Czegel

 

Today's News

Call Center Breakthrough
For the Past several years, and even well before the emergence of e-business, installing and managing call center services was largely considered a low-end technology project for most businesses. That's because companies have been running call centers for a decade or more. But now, with the emergence of voice over IP and real-time online chat, the Internet has taken call centers to a new level-sometimes beyond the skills of corporate IT and network managers. Read more of the InternetWeek story.

netDialog E-Service Solution Chosen by Free-PC
netDialog, Inc. announced that Free-PC, Inc. has chosen netDialog's OCM System(TM) and application hosting service. netDialog will provide an integrated customer care environment for Free-PC's expanding customer base across the United States. Free-PC selected the netDialog e-service solution because it integrates multiple channels of communication (Web, email, and phone service).

Banks Phone Backup System Speeds Customer Service
In its ongoing efforts to outdo the competition in customer service, First Union Corp. has developed a backup voice response system to handle overflow calls when its primary, mainframe-based system is bogged down. The bank, which has acquired several financial services companies in the past few years, found that at peak times, its voice response system buckled from high volume. Read more of the ComputerWorld story.

Conferences, Trade Shows and Training
Looking for a single source of information on customer management events? Visit our Calendar of Events to search for the right event for your needs. Currently the Calendar has hundreds of 1999 events.

TSC and eLoyalty Receive Venture Funding
Technology Solutions announced that Sutter Hill Ventures and Technology Crossover Ventures have agreed to invest approximately $13 million in TSC and its new wholly owned subsidiary, eLoyalty(TM). The firms are investing $8.4 million for approximately 5.5 percent of eLoyalty. In addition, they have purchased 500,000 TSC shares at the market price at the time of the agreement.

Low-End CRM
Commence Corp. and MultiActive Software Inc. introduced customer-relationship management applications aimed at small and midsize companies. Analysts say they expect such products, which consolidate sales, marketing, and customer service information into a unified database, to appeal to emerging enterprises that have discovered the limitations of contact-management software but don't have the financial or technical resources to implement higher-end customer-relationship management systems. Read more