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RealMarket	109.61	1.22%
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Dow Jones	10,537.00	-0.48%
Nasdaq	2,860.70	0.12%
S&P500	1,317.64	-0.59%
APAC Tel	4 7/16	- 1/4
Applix	12 7/8	- 13/16
Aspect Tel	18	3/8
Astea	2 13/32	- 3/32
Clarify	45 5/8	- 7/16
Convergys	21 1/16	1/16
Datawatch	15/16	- 1/32
Davox	14 3/8	1/16
Edify	12 5/16	- 1/16
EIS Intl	2 5/16	- 11/16
Firstwave	2 11/16	- 1/16
Genesys	45 1/8	- 5/16
ICT Group	8 13/16	9/16
IMA	5 1/8	0
Inference	2 7/8	1/8
InterVoice	11 7/8	- 1/8
Melita	9	1 1/2
Mustang	7	- 19/32
Onyx	18 7/8	1 5/8
Pegasystems	8 11/16	- 1/16
Peregrine	43 5/16	-1 1/8
Periphonics	33 1/2	1/8
Pivotal	20	1
Precision	15	1 1/8
Primus	27 11/16	- 11/16
Remedy	27	- 27/32
SalesLogix	21	-1 1/8
Siebel	88	4 11/16
Silknet	63 1/2	-1 3/4
SITEL	4 3/8	- 3/16
Sykes	26 3/32	- 27/32
Syntellect	2 1/4	5/32
Teletech	13 3/4	3/16
Vantive	8 11/32	- 3/32
West Tel	11 13/16	- 7/16
As of close 10/7/99

How to: Print PowerPoint 2000 slides, notes, outlines or handouts in black and white.
 

HDI Tip of the Day
“In fairness, the migration to Web support only yields great results when the job is done well. And there are lots of things that can go wrong, ranging from hard-to-navigate knowledgebases and sluggish performance to inadequate marketing and lack of maintenance. If a company provides lousy Web support, it’s almost inevitable that its phone will start ringing again. And again. And again.” – The Year’s Ten Best Web Support Sites, produced by Soft?letter & The Association of Support Professionals

 

Today's News

Ten of the Top Twenty Most Visited Sites on the Web Use Kana to Manage their Online Customer Communications
Kana Communications, Inc. announced that the company's customer base now includes companies with ten of the top twenty most visited sites on the web, according to the August 1999 Media Metrix survey. Among the companies with the most heavily trafficked sites using Kana are Microsoft, Lycos, Excite, eBay, XOOM.com and CNET. (Read More)

Integrating the Nets for Great Service
Five smart companies use the Nets to keep customers coming back--any time, anywhere, any way they want to. Read More of the Customer Support Management Magazine article.

Telcordia and Vantive Integrate Customer Care Functionality
Telcordia Technologies, Inc. (formerly Bellcore) and the Vantive Corporation announced an alliance to integrate Telcordia(TM) Order Manager and Next Generation Network service activation systems with the Vantive Enterprise, a suite of front office software products. The combined offering will enable communications service providers to facilitate automated order flow-through from initial customer contact through service provisioning, service activation, and billing activation, among other functions. This integrated solution is part of the overall Operations Support System (OSS) that Telcordia is implementing at ICG Communications, Inc., a leading integrated communications provider.

Introducing eSHARE NetAgent(TM) 3.0
eShare Technologies introduced the eShare NetAgent(TM) 3.0 Suite, an integrated, web customer interaction solution that combines e-mail management with live interaction for eBusinesses. Online shopping and customer support sites will be able to utilize eShare NetAgent 3.0 with multiple web visitors via e-mail or live interaction.

Outlaw Technologies Delivers Healthcare Relationship Management Solution
Outlaw Technologies announced a new version of its CustomerFocus software for health plans. CustomerFocus, a Healthcare Relationship Management (HRM®) solution, is focused on managing relationships between health plans and their members, providers, groups, and agents. CustomerFocus features include inquiry and grievance tracking, call categorization, appeals management, survey generation, and regulatory compliance reporting.

ICT GROUP Announces Alliance With AnyTime Access
ICT GROUP, INC. announced that it has signed an alliance agreement with AnyTime Access, Inc., a company specializing in loan underwriting and decisioning programs for the financial services, retail, and E-Commerce markets. Through this partnership with AnyTime Access, ICT GROUP will offer complete telesolutions services to its financial services and lending clients, from inbound and outbound call handling to loan application processing and decisioning services

Pegasystems Creates Center of Excellence
Pegasystems Inc. announced the official opening of its Center of Excellence, a resource room and multimedia facility showcasing demonstrations and applications of Pegasystems' rules-based CRM solutions. The Center is designed to give prospects, customers, and industry analysts a hands-on experience with Pegasystems' rules-based enabling technology and its industry-specific solutions.

AFSMI Inks Deal with IDC
AFSM International, announced a new online market research tool available to AFSMI members from International Data Corporation (IDC). Designed and built specifically for IT support professionals, IDC's Support Services Database is a Web-based tool that provides licensed users with access to support information and services pricing from over 30 IT vendors.

CNET Invests in Online Support Site NoWonder
NoWonder received an investment from CNET which received an unspecified equity stake in NoWonder in exchange for its investment. NoWonder is a Charter Premier Sponsor on CNET Help.com, a new service launched today by CNET. The companies will co-develop new added-value support services for CNET Help.com over the next few months.

APAC Customer Services, Inc., Names New President
APAC Customer Services, Inc. announced the appointment of Peter M. Leger as President and Chief Operating Officer. He also will serve as a member of APAC's Board of Directors. Mr. Leger, 48, most recently served as President and Chief Executive Officer of Credit Management Solutions, Inc., a provider of credit- decisioning.

Onyx Names VP of Strategic Marketing
Onyx Software announced the appointment of Gregg Paisley to the position of vice president, strategic marketing. Most recently he was an executive at Compaq Computers where he was key in driving the Compaq-Siebel Alliance.

Nuance Announces New Financing
Nuance announced a $40 million round of financing. from Internet and telecommunications technology companies including Cisco Systems, Inc., Intel, SAIC (Science Applications International Corporation), Siebel Systems, Inc., Sun Microsystems, Inc., NTT Software Corp., Omron Corp., and Trans Cosmos, Inc., plus follow-on investments from some of its existing investors.