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Aegis	29/32	- 1/32
APAC Tel	2 5/8	1/4
Applix	14 1/2	- 3/16
Aspect Tel	10 7/8	- 3/16
Astea	2 1/2	- 1/16
Clarify	44 7/16	7/16
Convergys	20 13/16	3/16
Datawatch	1	1/16
Davox	13 3/4	- 3/16
Edify	12 1/4	7/8
EIS Intl	2 13/16	0
Firstwave	3 5/8	0
Genesys	31 1/16	1 13/16
ICT Group	7 7/8	1/2
IMA	8 3/16	13/16
Inference	3	- 1/16
InterVoice	13 7/32	- 17/32
Melita	9 1/8	1/8
Mustang	5 9/16	5/16
Onyx	15 3/8	- 3/4
Pegasystems	8 7/32	- 5/32
Peregrine	35 15/32	2 15/32
Periphonics	27 5/16	5/16
Precision	8 13/16	0
Primus	26 7/8	2 3/16
Remedy	25 1/4	3/4
SalesLogix	18 1/2	1/2
Siebel	69 1/2	13/16
Silknet	34 7/16	9/16
SITEL	4	1/16
Sykes	23 7/16	- 9/16
Syntellect	2 3/8	0
Teletech	10 15/16	- 3/16
Vantive	8	- 5/16
West Tel	11 1/8	1/2
As of close 9/1/99

How to: Turn the Office Assistant sounds on or off in Office 2000.
 

HDI Tip of the Day
“Key points of a good customer service letter explaining an error caused by a customer mistake: Present the situation in a concise and objective manner. Without any emotional coloring or assigning blame, you can let the customer know that you fulfilled your responsibilities. Let the customer know secifically how you will be able to resolve the situation. Show that you are still willing to do your best to accommodate the customer but that, since the error was his, you may not be able to meet the original requirements.” -- The Complete Customer Service Letter Book by Edward W. Werz and Sally Germain

 

Today's News

Attune Marketing Debuts
Attune announced Attune™ Marketing, a new marketing optimization solution, at the DCI sponsored CRM Show in New York City. The e-business platform for marketing organizations is designed to help companies increase the return on their marketing investments by better strategic planning, a broad view of all marketing activities and better utilization of marketing resources (Read More)

Clarify Unveils Next Generation eFrontOffice Application for Sales
As part of the Clarify eFrontOffice suite, the ClearSales product family has been announced by Clarify to help organizations to be more efficient in acquiring and retaining customers across all sales channels including mobile field sales, telesales, web-based sales, third-party resellers and business partners. Clarify users will benefit from the new ClearSales Commissions module, an interactive selling system functionality, and the improved ease of use and navigation capabilities. New customers such as Extensity are already implementing ClearSales as part of their integrated front office solution, while Versatel and Motorola are using ClearSales Commissions.

eGain Helps Found Retail Internet Commerce Council
eGain™ Communications announced that it has joined other e-commerce companies to form the Internet Commerce Council (iCC) for the National Retail Federation (NRF), the world’s largest retail trade association. The iCC will help NRF members evaluate e-commerce technology choices for e-retailers through educational events and information-sharing activities. eGain is co-chair of the new council.

Onyx Ships CRM Portal
Onyx® Software announced the general availability of Onyx Enterprise Portal(TM), a Customer Relationship Management (CRM) portal. Onyx Enterprise Portal consolidates Web-based CRM functionality for marketing, sales and service users, other front office applications and relevant Internet content into a single personalized interface.

Chordiant Integrates with Cisco
Chordiant Software and Cisco Systems have integrated their software products enabling companies to create a personalized environment through its business processes used by live agents, automated voice response systems, and in Web-based self- service. By leveraging the intelligent contact distribution capabilities of the Cisco ICM enterprise-wide Computer Telephony Integration (CTI) software, Chordiant CCS – Customer Communications Solution will be able to streamline a variety of customer interactions.

Apropos and Baan Sign Agreement for Total Interaction Management Solutions
AproposTechnology, a provider of enterprise Total Interaction Management(TM) (TIM(TM)) applications, announced the signing of a Baan Connect Alliance agreement with Baan Company. Under the agreement, Apropos Technology and Baan Company are developing an integration between Baan Service and Apropos' Version 4 Total Interaction Management system.

Genesys and BroadVision Partner
The companies will combine Genesys' web-based and traditional voice customer interaction management solutions with BroadVision's e-commerce, self-service and knowledge management applications. The combination of Genesys and BroadVision will offer businesses a web-based customer interaction and relationship management solution over the customer's communication channel of choice - email, chat, voice-over-IP (VOIP), Web collaboration and traditional phone.

Lucent and Siebel Systems Announce Global Alliance
Lucent Technologies and Siebel Systems announced an alliance to integrate Lucent's customer care and workflow management solutions with Siebel's front office software. Siebel Systems and Lucent will jointly sell and market these integrated solutions worldwide, and work with systems integrators to help businesses optimize the way they handle all their customer interactions.

NCR Helps Companies Choose Customer Touch Points
NCR Corporation announced a new service, Visual Channel Consulting, designed to help businesses coordinate their customer relationship management (CRM) business strategies with the array of customer interaction technologies currently available. Visual Channel Consulting uses NCR's recently released ÒMETIS 2.1 Windows-based modeling tool, which allows a company to analyze, through graphical displays, whether its customer touch points such as call center, Web, e-mail, kiosk and direct sales are correctly aligned with its overall CRM objectives.

Siemens Vantage+ 3.0 Lets Mobile Managers Take Their Call Centers On the Road
Mobile call center managers can now take their call centers with them on the road, due to an Internet-accessible, near-real-time agent tracking tool, announced by Siemens Information and Communication Networks, Inc. The application, Vantage+ 3.0, enables call center managers to view real-time, near-real-time and historical data and run reports via an Internet Web browser.

e-STEEL Selects Silknet eBusiness System
Silknet Software, Inc. announced that e-STEEL Corporation, the first Internet marketplace for the steel industry, will implement Silknet eBusiness System(TM) and Silknet eService(TM) to facilitate client relationships on its Web-based steel exchange. Using Silknet eService, e-STEEL will manage client service relationships with its customers and provide them, as well as e-STEEL employees, with Internet-based self-service and real-time multi-channel interaction between clients.

Teloquent Expands Web Call Center Solution to Provide Phone Link
Teloquent Communications, a provider of integrated solutions for Web and conventional phone-based customer interaction, announced Web Call Center Release 2, a new version of the company's solution for Web-based customer interactions. The software creates a Web and phone portal for a variety of customer interactions, such as sales, customer support, IT help desks or constituent service.

WebLine Opens New European Office
Webline Communications Corp., a provider of enterprise solutions for enabling interactive electronic commerce and Internet customer service, announced that it has opened a new European sales, marketing and customer support facility located in London, England. The new London office will enhance WebLine's ability to provide its international customers with timely and responsive sales and support services.

Witness Optimizes Customer Relationship Management Through Recording and Analysis Solutions
Witness Systems, Inc., a provider of synchronized voice/data and business-driven recording solutions, announced a new methodology for deploying its recording and analysis software to optimize customer relationship management (CRM) initiatives. Already a feedback mechanism for the design of customer contact solutions for screen sequencing, customer interaction recordings from the company's WITNESS(R) application are now being deployed increasingly to optimize CRM business plans.