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Dow Jones	11,078.40	2.17%
Nasdaq	2,843.11	3.98%
S&P500	1,357.24	2.89%
Aegis	15/16	1/32
APAC Tel	2 1/2	- 1/16
Applix	15 7/8	- 3/16
Aspect Tel	11 1/4	0
Astea	2 1/2	0
Clarify	44 13/16	3 17/32
Convergys	21 1/8	15/16
Datawatch	1	0
Davox	13 15/16	5/8
Edify	13 3/8	1/2
EIS Intl	2 7/8	0
Firstwave	3 3/8	3/32
Genesys	34 7/8	2 3/8
ICT Group	7 1/2	- 5/16
IMA	8 1/4	- 3/32
Inference	3 1/16	1/16
InterVoice	12 1/8	- 1/2
Melita	10 3/8	7/16
Mustang	5 7/16	3/8
Onyx	15 1/8	1/2
Pegasystems	8 5/16	7/16
Peregrine	36	2 5/8
Periphonics	27 7/16	9/16
Precision	11 5/8	1 3/8
Primus	26 1/4	1
Remedy	25 3/4	1 1/4
SalesLogix	18 1/4	- 1/8
Siebel	74 7/16	5 15/16
Silknet	34 5/8	1 5/16
SITEL	4	0
Sykes	25 1/4	1 1/4
Syntellect	2 15/32	- 1/32
Teletech	11 3/16	1/4
Vantive	8 3/4	11/16
West Tel	11 3/8	7/16
As of close 9/3/99

How to: Create a user-specific default value for a field in SAP's R/3 (4.0B).
 

HDI Tip of the Day
“Key points of a good customer service letter in apology for an abrupt change in policy: Tell the custoemr why you are writing. Explain the change in policy. Apologize for the confusion caused by the policy change. Waive the new policy or make a concession to show customers that they come first. Restate the new policy and the date it went into effect. Apologize again.” -- The Complete Customer Service Letter Book by Edward W. Werz and Sally Germain

 

Today's News

PreferredTrade.com Taps Continuity
Continuity Solutions, Inc., developer of customer interaction solutions for e-commerce, announced that Preferred Capital Markets, operator of trading sites for active option and stock traders, has integrated Continuity’s PinPoint™ customer interaction management solution into its PreferredTrade.com Web site. PinPoint is an automated Web solution that provides customer interaction and assistance where and when the customer needs the help.

Nuance Brings Speech Recognition to CRM and E-Commerce Applications
Nuance, a natural speech interface software supplier, strengthened its line of speech recognition and verification software with the introduction of a suite of products and services that voice-enable a range of customer relationship management and e-commerce applications. Nuance Enterprise Solutions comprise a family of suites designed to reduce the cost and the time required to build and deploy V-Commerce(TM), or voice-enabled e-commerce, interfaces to leading packaged applications.

Siemens ResumeRouting CRM Suite Goes Multi-site
Siemens Information and Communication Networks, Inc. announced a multi-site version of its ResumeRouting(TM) Customer Relationship Management (CRM) application suite for call centers. ResumeRouting's CRM suite features virtual group routing, reporting, forecasting, and administration. Now with multi-site capabilities, ResumeRouting maximizes agent utilization, with virtual group routing, across multiple locations.

Mercom Announces New Call Center Coaching Solution
Mercom Systems announced the introduction of IntellAgents2000(TM), an employee development tool that incorporates the power of voice recording and screen capture with an agent evaluation software package. The integration of these three management components allows call center management to objectively evaluate the performance of their agents.

eLoyalty Announces Loyalty Support Customers
eLoyalty announced that more than 10 customers have signed up for its Loyalty Support services, including, PNC Bank, Allstate Insurance, PeopleSoft, Axel Springer Verlag, Zurich Kemper and Hewlett Packard, since the company launched the services a year ago. eLoyalty works with companies to provide a variety of support services that ensure the continued success of their customer relationship and loyalty solutions.

Manna and iCOMS Team Up To Deliver Internet Relationship Management
Manna, Inc. announced a partnership with Internet Commerce Services Corporation (iCOMS), a provider of Internet commerce transaction services. Businesses using iCOMS' hosted e-commerce services will now have the ability to create online customer relationships with FrontMind for Marketing, Manna's relationship management product.

CFW and Sprint Early Adopters of IRENE
ISC announced at the ICCM Conference that it has signed agreements with CFW Communications Company, and with Sprint, for Irene, the company's browser-based call center workforce management solution.

Zellweger Uster Chooses ServiceAlliance(R)
Astea Internationa announced that Zellweger Uster, Inc., a manufacturer of management systems for the textile industry, has selected ServiceAlliance,® Astea's service-centric Customer Relationship Management (CRM) solution, to improve service delivery and management of customer service processes. ServiceAlliance will be used to integrate and automate field service, call center, contract management, logistics, repair depot and service-related sales orders. The Astea software will also be interfaced to Zellweger Uster, Inc.'s AS/400-based ERP system, integrating CRM with accounts receivable, general ledger and factory inventory.

Omega Performance, ALLTEL Alliance Creates Results-Driven Training Solutions
ALLTEL and Omega Performance Corporation have formed an alliance that will address the growing needs of financial services call centers. ALLTEL and Omega will work together to deliver a system of call center products and services that will aid financial institutions in increasing profits and developing highly skille dcall center agents.

St. Bernard Announces a New Version of Open File Manager™
St. Bernard Software announced an expansion of its open file management capability, releasing Open File Manager Version 6.0. Open File Manager (OFM) is a utility which allows all major backup programs to capture open files and relational applications. Open File Manager works with leading backup programs and guarantees 100% data capture.