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APAC Tel	4 13/16	1/8
Applix	12 7/16	3/16
Aspect Tel	17 5/8	2 3/16
Astea	2 1/2	0
Clarify	45	5/8
Convergys	20	3/16
Datawatch	1	1/32
Davox	14 1/2	3/8
Edify	12 1/4	1/8
EIS Intl	2 9/16	- 1/32
eShare	8	- 5/16
Firstwave	2 7/8	1/8
Genesys	46 7/8	1 3/16
ICT Group	8 1/2	1/2
IMA	5 1/4	0
Inference	2 1/2	- 1/8
InterVoice	11 7/8	1/8
Mustang	7 5/8	- 1/4
Onyx	20 7/16	3/16
Pegasystems	7 11/16	1/16
Peregrine	43 5/16	1 11/16
Periphonics	33 3/4	- 5/16
Pivotal	21 1/4	1 3/8
Precision	15	9/16
Primus	28 1/2	1 1/4
Remedy	28 3/8	1/4
SalesLogix	23 3/8	- 1/16
Siebel	84 19/32	1 19/32
Silknet	74 1/4	4 3/16
SITEL	4 1/8	- 1/4
Sykes	27	11/16
Syntellect	2 1/8	- 1/16
Teletech	13 1/2	- 3/16
Vantive	11 3/8	1/4
West Tel	12 11/16	7/8
As of close 10/14/99

How to: Configure an Internet e-mail account in Outlook 2000.
 

HDI Tip of the Day
“Bring outsourcers into the loop: Web site development is still a new discipline, Paul Simpson of Trellix points out, and it’s rare for even a big company to have people with all the necessary skills on its own staff. “Know your strengths and weaknesses,” he suggests. “Outsource the jobs that other people can do faster and better.”” – The Year’s Ten Best Web Support Sites, produced by Soft?letter & The Association of Support Professionals

 

Today's News

New Weekly Internet Broadcast for CRM
RealMarket Research today announced that it is launching RealMarket Live!, a new educational forum where industry luminaries and experts will participate in Internet webcasts to share their CRM knowledge. The free Internet webcasts will be produced 48 times per year in a highly interactive, interview style. Each webcast will address topics and issues facing organizations seeking to hone their customer management strategies in service and support automation, sales automation and marketing automation. (Read More)

Inference Delivers k-Commerce Support E-Mail Pack
Inference Corp. announced the availability of k-Commerce(TM) Support E-Mail Pack, an integrated Web self-service and email management application. The solution combines Inference's k-Commerce Web and k-Commerce Desktop, with eGain Communications' eGain Email Management System. The k-Commerce Support E-Mail Pack allows customers to get automated feedback on questions and troubleshoot problems by simply typing in their questions using k-Commerce Web. (Read More)

Servicesoft and SpaceWorks Announce Preferred Relationship
SpaceWorks, Inc.(R) and Servicesoft Technologies, Inc.(R) announced a technology relationship aimed at providing Web-based customer service in a comprehensive electronic commerce framework. The two companies will link their technologies to provide clients with an integrated Web-native electronic commerce and customer service channel to conduct interactive business-to-business transactions. (Read More)

Behind Service/Sales Scripting
Yes! You can transform service reps into blended service/sales agents; innovative "pre-scripting" training is the key. Read More of the Customer Support Management Magazine article.

RealMarket Live!  Now Broadcasting!

CRM Megatrends Speaker: Chris Selland, Yankee Group Listen Now - Ready when you are!

Ostream™ Chosen to Assist Amazon.com With Internal Customer Support Solution
Ostream Software, Inc. was recently awarded a consulting contract to develop and support an internal customer service solution at Amazon.com. The Ostream implementation provides Amazon with an integrated solution that enhances web-based internal customer support and enables the use of support knowledge throughout the enterprise. Rollout of the new system will be phased over the next 12 months.

Mustang.com Announces Version 3.0
Mustang.com, Inc. announced the release of Mustang Message Center v3.0. Among the features added to Mustang Message Center v3.0 are support for the Oracle database platform, a new administration and configuration interface, Mustang Manager(TM), designed as a Microsoft Management Console snap-in, and Windows NT event logging capabilities.

Remedy Offers French Version of ARS
Remedy® Corp. announced the first-ever French version of Remedy's Action Request System®. The French release of Action Request System (AR System(TM)) 4.0.3 brings Remedy's foundation product to a to global customers with operations in France and the European region.

Peregrine Unveils New Initiatives for E-businesses
Peregrine Systems®, Inc. announced a broad range of E-initiatives that will leverage the Internet to extend the benefits and availability of Infrastructure Management to E-businesses. These initiatives will change the way Peregrine Systems delivers, implements and utilizes its Infrastructure Management solutions to better serve businesses that require a reliable and predictable environment for conducting E-business. Peregrine Systems E-initiatives are comprised of four components. These components: 1) Optimize the Infrastructure Management of the Web; 2) Open Infrastructure Management to Everyone Using the Web; 3) Empower Better ROI using E-Procurement to Enhance Infrastructure Management on the Web; 4) Deliver Infrastructure Management To Any Business, Anywhere.

CRM Films Introduces New Customer Service Video
CRM's new video "Cliff's Customer Service Adventure" is a training program created just for today's young front- line service providers. It features an MTV-type style, with fast editing and short bursts of information. The video is short -- just 13 minutes long -- and it provides viewers an incentive to give good customer service by showing them that it can be a positive experience for both them and the customer.