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Stock Index
RealMarket	86.61	0.78%
Stock Index:	Tell me more
Dow Jones	11,299.70	1.79%
Nasdaq	2,719.57	2.69%
S&P500	1,360.22	1.77%
Aegis	15/16	0
APAC Tel	2 11/32	- 5/32
Applix	8 15/16	0
Aspect Tel	11 7/32	5/32
Astea	2 27/32	1/32
Clarify	38 13/16	1 7/16
Convergys	20 3/16	- 15/16
Datawatch	1	1/8
Davox	15 3/8	1 1/8
Edify	11 9/16	7/16
EIS Intl	3	1/8
Firstwave	3 31/32	1/32
Genesys	30	11/16
ICT Group	7 1/4	- 1/4
IMA	7 15/16	-2
Inference	3 1/16	- 7/32
InterVoice	13 7/8	- 1/8
Melita	9 3/8	1/4
Mustang	4 13/16	- 3/16
Onyx	15 1/8	1/4
Pegasystems	8 7/8	3/8
Peregrine	33 1/8	1 7/8
Periphonics	25 1/4	1 9/16
Precision	9	0
Primus	24 7/16	1 5/8
Remedy	24	- 13/16
SalesLogix	16 5/8	5/8
Siebel	61 7/8	1 1/2
Silknet	33 3/4	- 5/8
SITEL	4 1/4	1/2
Sykes	24 1/2	- 7/8
Syntellect	2 1/16	1/32
Teletech	11	1/16
Vantive	8 15/16	1/16
West Tel	9 3/8	1/8
As of close 8/23/99

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HDI Tip of the Day
“Key points of a good customer service letter dealing with a problem situation: Be personal but professional in identifying yourself and explaining the reason for your letter. Restate the problem. Be empathetic by acknowledging the customer’s right to be angry. … State that you appreciate and want the customer’s business. Remind the customer of your successful relationship until now. Explain what you will do next.” -- The Complete Customer Service Letter Book by Edward W. Werz and Sally Germain

 

Today's News

Aspect Adds Affordable, ACD for Small to Medium Contact Centers
Aspect Telecommunications introduced the Aspect® Office, an enterprise-class automatic call distributor (ACD) in a compact, easy-to-install and affordable package for small to medium customer contact centers and regional offices. Aspect Office is based on Aspect's larger enterprise-level ACD system, which has the proven ability to handle heavy call volumes. For most applications, the Aspect Office is optimized for implementations of 8 to 80 agents.

ServiceWare Surpasses the 4,000 Customer Milestone
ServiceWare announced it has surpassed the 4,000-customer milestone with the addition of several customers for its Business Knowledge Applications, including technical-support knowledge bases and software for knowledge management and problem resolution. ServiceWare also announced that so far in 1999, it has certified successful completion of more than 50 customer implementations of its enterprise-wide software solutions for knowledge management and problem resolution. (Read More)

Primus Selected by Compaq
Primus announced that Compaq Computer Corporation has signed a multi-million-dollar, multi-year agreement to standardize on Primus® SolutionSeries(TM) software to manage support knowledge for its products worldwide. The Primus SolutionSeries family of software will enable Compaq to capture, reuse and share knowledge across its distributed services organization to solve customer problems more effectively.

Zamba & Clarify Announce Joint Offerings
Zamba, a consulting firm dedicated to Customer Care, has teamed with Clarify Inc. to deliver Customer-centric solutions enabled by integrated technology and services. Zamba has created an Opportunity Assessment, a toolkit which enables a company to quickly assess its customers' needs, document a value proposition, and prioritize the development and deployment of an integrated solution.

Sprint PCS Implements Genesys Contact Center
Genesys Telecommunications Laboratories announced that Sprint PCS, the wireless division of Sprint Corporation, is currently deploying Genesys' contact center solutions across its 12 operating sites. Working as a team, Sprint PCS Information Technology, Sprint PCS Customer Care and Genesys Professional Services have successfully completed implementation and roll-out of Genesys' solutions for approximately 3,000 call center advocates at five Sprint PCS operating sites throughout the U.S. Initial deployment for these five sites was completed in a 90-day testing period followed by a 30-day roll-out. Systems for the remaining seven Sprint PCS sites are scheduled to be deployed over the next four months.

NICE and Melita Deliver Enhanced Call Center Solutions
NICE Systems today announced that it has completed a development initiative with Melita® International that combines NICE's voice and screen recording technologies with Melita's call management solutions. The integrated solutions will provide call centers with performance monitoring for voice and screen, order verification and/or continuous logging of calls generated by Melita's technology.

Netpodium Selects Onyx Front Office
Onyx Software® announced that Netpodium Inc. has chosen Onyx Front Office as its Customer Relationship Management (CRM) solution. Onyx Front Office will be used across the Netpodium organization in sales, marketing and service and will be extended to the Internet to manage all prospect, customer and partner relationships. Netpodium, based in Seattle, is a Web-based interactive communications that supports audiences of 20 to 2,000 in a live virtual venue.

OnTarget Joins Siebel Partner Program
OnTarget, Inc. and Siebel Systems, Inc announced that OnTarget has joined the Siebel Alliance Program as a Premier Content Partner. OnTarget will develop and promote its products, services, and solutions in conjunction with Siebel Sales Enterprise, the world's leading front office solution. This alliance builds upon the relationship between OnTarget and Siebel established in 1996 when Siebel Systems integrated OnTarget's sales methodology, Target Account Selling® (TAS), in Siebel Sales Enterprise.