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Stock Index
RealMarket	99.70	3.49%
Stock Index:	Tell me more
Dow Jones	10,803.60	0.62%
Nasdaq	2,869.62	2.24%
S&P500	1,335.42	1.28%
Aegis	29/32	- 1/32
APAC Tel	3 7/16	1/32
Applix	15	- 7/8
Aspect Tel	15 3/8	3/4
Astea	2 3/4	1/8
Clarify	49	3 7/16
Convergys	21 13/16	9/16
Datawatch	1 3/32	- 1/32
Davox	12 3/8	1 1/2
Edify	12 3/8	1/8
EIS Intl	3	- 1/8
Firstwave	3 1/16	- 1/16
Genesys	37 1/8	3
ICT Group	6 23/32	0
IMA	5 15/16	- 9/16
Inference	3	0
InterVoice	11 1/8	7/16
Melita	8 5/8	0
Mustang	6 3/16	13/16
Onyx	13 3/4	3/16
Pegasystems	8	1/8
Peregrine	39 1/2	11/16
Periphonics	30 7/16	15/16
Precision	12 1/2	1 1/8
Primus	22 13/16	- 5/16
Remedy	28	1 3/8
SalesLogix	21 5/8	2 1/16
Siebel	72 3/8	2 1/8
Silknet	44 7/8	4 3/8
SITEL	4 5/8	3/16
Sykes	24 15/16	- 1/4
Syntellect	2 1/8	- 1/16
Teletech	14	5/8
Vantive	8 9/16	1/4
West Tel	12 1/2	3/8
As of close 9/17/99

How to: Create a query that uses more than one table in Access 2000.
 

HDI Tip of the Day
“Second, to keep their organizations competitive, leaders must create a social architecture capable of generating intellectual capital. What matters most about the structure, architecture, or design of the organization is whether it exemplifies the five Fs: fast, focused, flexible, friendly, and fun. Almost any design will work if people want it to work. So I’m less concerned about structure than I am about what leaders are doing to motivate people. I think it’s ideas, innovation, and quality of the workforce that makes all the difference in the world. And the brightest leaders are aware of that.” – Managing People is Like Herding Cats, by Warren Bennis

 

Today's News

HDI Expands Individual Certification Programs
Help Desk Institute (HDI) announced plans for an expansion of their certification program for individual help desk professionals. HDI believes certification programs are appropriate where significant differences are identified in required learning and skills. To establish global standards and certification for customer support professionals, HDI has established an Individual Certification Standards Committee. The standards committee first met mid-August and will meet again in September and October. The goal of the committee is to define model or primary help desk positions, then document the responsibilities, skills, competencies, and objectives for a test that must be passed to earn the certification credential. (Read More)

Genesys and SAP Collaborate to Deliver Blended Interaction Management Solutions
Genesys Telecommunications Laboratories announced its continued collaboration with SAP AG to deliver customer relationship management (CRM) solutions for multimedia contact centers. Genesys' internet-based interaction management and computer telephony integration solutions are being used by SAP during SAPPHIRE '99 in Philadelphia to demonstrate SAP Customer Interaction Center (CIC) solution for contact centers.

Evolution of Customer Service to be Examined CRM99 and SSCE
Customer Relationship Management and Support Services Conference & Expo, produced by ZD Events, will provide business, sales, marketing, customer service, support and IT professionals with strategies and solutions for finding, keeping and servicing their customers. These co-located events, being held at San Francisco's Moscone Center, October 25-29, will provide educational programs, exhibition, keynotes and unique networking opportunities for navigating through this expanding market.

Australian Telco, AAPT, Selects Rockwell Electronic Commerce
Rockwell Electronic Commerce announced an agreement with AAPT, Australia’s third largest telecommunications company, to supply a business solution aimed at enhancing customer service in the Australian telecommunications marketplace. Under the agreement, Rockwell Electronic Commerce will supply an end-to-end customer contact management solution including Rockwell Electronic Commerce’s Call Center StudioTM, an intelligent front-end to AAPT’s customer knowledge databases.

Upshot to Offer Free Hosted Apps
Sales management vendor UpShot.com this week will introduce a free online hosted application service aimed at the small- business market. UpShot flagship sales and marketing management package will be offered to companies with fewer than 100 users at no charge. The Web-based service handles contact management, forecasting, calendaring, and sales pipeline management. The company says that as the applications are upgraded over time, users will be able to download the enhanced versions at no charge.

NetSupport Manager 5.0 Announced
NetSupport Inc. announced NetSupport Manger version 5.0, PC remote control with several new integrated features including Voice over IP (VoIP), remote PC inventory, and support for Windows 2000. The company plans to ship NetSupport Manager 5.0 in November. NetSupport Manager allows administrators, help desk representatives, tech support, and telecommuters to remotely control a PC or group of PCs, thereby enabling real-time visual instruction, file retrieval, or remote operation and management.

Firstwave Partners With Sterling to Integrate Business Reporting into its Netgain eRM Suite
Firstwave® Technologies and Sterling Software, Inc.'s Business Intelligence Division, announced a partnership that enables Firstwave to immediately integrate Sterling Software's EUREKA:Suite(TM) web-centric business intelligence tools into its Netgain(TM) suite. The result -- Netgain Business Intelligence -- is a step by Firstwave to provide companies with an all-inclusive view of their customers, new prospects and extended enterprise partners in a web-centric computing environment. Phase II, a manufacturers' representative organization for semiconductor and computer components, is the first company to purchase licenses for Netgain Business Intelligence.

Sonera Chooses Paragren’s One-By-One Marketing Suite
Sonera , a mobile, data and media communications company based in Helsinki, Finland, has chosen Paragren Technologies’ One-By-One marketing automation software as a key component of its new marketing automation initiative. Designed specifically for non-technical marketing professionals, One-By-One automates the marketing process, from customer and market analysis, to campaign design and deployment, to response tracking and analysis.

CA Provides Help Desk for Interop
Computer Associates International announced that Unicenter TNG Advanced Help Desk (AHD) 4.0 has been selected to be the official help desk of the InteropNet Event Network (eNet) at NetWorld+Interop for the second consecutive time. CA's help desk software will serve one of the world's largest short-term networks, which will provide connectivity to more than 500 NetWorld+Interop exhibitors, conference rooms, meeting rooms and Novell connecting points.