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Stock Index
RealMarket	107.90	-1.50%
Stock Index:	Tell me more
Dow Jones	10,019.70	-2.59%
Nasdaq	2,731.83	-2.67%
S&P500	1,247.41	-2.81%
APAC Tel	4 9/16	- 1/4
Applix	11 5/8	- 13/16
Aspect Tel	18 5/8	1
Astea	2 3/8	- 1/8
Clarify	43 11/32	-1 21/32
Convergys	20 3/16	3/16
Datawatch	15/16	- 1/16
Davox	14 1/8	- 3/8
Edify	11 3/4	- 1/2
EIS Intl	2 9/16	0
eShare	7 1/4	- 3/4
Firstwave	2 7/8	0
Genesys	45 5/8	-1 1/4
ICT Group	8 1/16	- 7/16
IMA	4 15/16	- 5/16
Inference	2 3/4	1/4
InterVoice	11 3/32	- 25/32
Mustang	7 3/8	- 1/4
Onyx	18 3/8	-2 1/16
Pegasystems	7 11/16	0
Peregrine	42 1/2	- 13/16
Periphonics	32 3/4	-1
Pivotal	20	-1 1/4
Precision	13 11/16	-1 5/16
Primus	29	1/2
Remedy	29	5/8
SalesLogix	22 5/8	- 3/4
Siebel	85 1/8	17/32
Silknet	69 3/16	-5 1/16
SITEL	4 1/16	- 1/16
Sykes	26 1/16	- 15/16
Syntellect	2 3/16	1/16
Teletech	13 1/8	- 3/8
Vantive	11	- 3/8
West Tel	11 5/8	-1 1/16
As of close 10/15/99

How to: Color-code contacts by category in Outlook 2000.
 

HDI Tip of the Day
“The most basic Web support site is probably just a list of “Frequently Asked Questions” and a searchable version of the same knowledgebase that support reps are using. But there are several other features that help lure the customers to a site. [This one of four tips that discuss some of these features.] Discussion groups: On Symantec’s site, customers are encouraged to post questions in product-specific public discussion areas. Symantec’s technicians post answers to these questions, which become part of a searchable archive. Steve Cheeseman [Senior Supervisor, Symantec] says many people browse the message archives to look for tips they can use, so “for every answer we give a customer, we’re helping three to five other customers.”” – The Year’s Ten Best Web Support Sites, produced by Soft?letter & The Association of Support Professionals

 

Today's News

Remedy Delivers Virtual Reference Desk with White House Office
Remedy® Corp. announced it has provided the core functionality for what they believe is the world's largest help desk. Developed in partnership with Syracuse University's Virtual Reference Desk Project and the White House Office of Science and Technology Policy, the Remedy Powered(TM) ASKA and Meta-Triage solutions will coordinate Web-based services that handle nearly 1 million requests for information daily. The Remedy program is being honored in an awards ceremony later this week at Harvard University.

Annuncio and Broadbase Bring Together Campaign Automation and Analytics
Annuncio Software and Broadbase Software, Inc. announced an alliance to provide customers with an integrated solution for companies executing internet marketing campaigns. The alliance combines the power of automated marketing campaign delivery and management provided by Annuncio Live(TM), with the segmentation, planning and analysis derived from Broadbase e-Marketing for the delivery of effective Internet marketing.

CRM and SSCE to Provide Educational Forum
The educational component of ZD Event’s Customer Relationship Management and Support Services Conference & Expo will provide organizations with the knowledge necessary to adopt, integrate and maintain a CRM solution. The educational content will highlight ways organizations can enhance customer satisfaction, increase customer loyalty, improve profitability, gain competitive advantage, and maximize staff productivity. The three keynote presenters are Larry Ellison, Chairman and Chief Executive Officer of Oracle Corporation; Patricia Seybold, President of the Patricia Seybold Group, and; Richard Teerlink, Former Chairman of Harley- Davidson.

Tally Systems Announces E-mail Reporting Tool
Tally Systems Corp. announced the first of a line of customized messaging management products, Veranda for Microsoft Exchange. Veranda for Exchange is designed to collect and report on tracking log usage data for distributed Exchange servers. Veranda for Exchange contains reports that allow capacity planning and load balancing, auditing, management of e-mail service level agreements, and chargeback features to manage message usage volume for departments, groups, or individuals.

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

PCsupport.com to Build Support Portal for Go Figure
PCsupport.com announced that it has signed a letter of intent agreement with Go Figure Technology in which PCsupport.com will provide a customized support portal for customers in the Go Figure network and will receive an upfront payment with each computer shipped. During the next 12 months, Go Figure will use attempt to ship at least one million PCs that will provide access to a PC Support Center.

Hilton Selects FirstSense to Monitor Oracle Application
FirstSense Software, Inc. announced that Hilton International has selected FirstSense Enterprise (TM) to monitor and analyze the performance of its mission-critical Oracle Financials application worldwide. FirstSense Enterprise measures performance at the business transaction level. FirstSense Enterprise will be supplied and installed by ActualIT Ltd., a U.K.-based consultancy specializing in application and network performance management.

Fiserv Securities Group uses SpeechWorks to Let Anyone with a Phone Invest Automatically
The Fiserv Securities Group of Fiserv, Inc. and SpeechWorks International, Inc. announced that the companies have developed and deployed transactional self-service hotlines at leading brokerage companies. The speech-activated investment lines complement Internet trading by allowing customers to place trade orders and check stock quotes around the clock, simply by speaking over a phone.

ICT GROUP Forms Internet Support Services Division
ICT GROUP, INC. announced the formation of ICT Internet Support Services, its new business division dedicated to providing E-Solutions to Web-centric and Web-enhanced bricks and mortar retailers and service companies. Using ICT GROUP's E-Solutions product offering, the division will focus exclusively on delivering consistent, real-time customer support in a multi-media contact center environment capable of supporting inquiries received via multiple channels. Paul W. Clough has been named Vice President/General Manager of ICT Internet Support Services.

Cap Gemini Standardizes on Siebel Front Office
Siebel Systems, Inc. and Cap Gemini S.A. announced that Cap Gemini is expanding its use of Siebel Front Office Applications as its worldwide standard. Cap Gemini, one of the largest European providers of management consulting and IT services, launched an initial deployment of Siebel Front Office Applications in March 1998, reaching 600 users.

Silknet Announces First Quarter Results
Revenues for the quarter were $6,029,000, a 166% increase over revenues of $2,269,000 for the first quarter of fiscal year 1999. Net loss for the quarter was $2,887,000, or $0.19 per share, as compared to a net loss of $2,271,000, or $0.86 per share, for the first quarter of fiscal year 1999.

Pivotal Reports Revenues Increase 90%
Pivotal Corporation announced financial results for its first quarter in which net revenue increased 90 percent to $8.7 million compared to $4.6 million in the first quarter of fiscal 1999. Revenues from licenses increased 86 percent to $6.1 million in the first quarter of fiscal 2000 compared to sales of $3.3 million in the first quarter of fiscal 1999. Revenues from services and maintenance increased 100 percent to $2.6 million in the first quarter of fiscal 2000, compared to $1.3 million in the first quarter of fiscal 1999.

Broadbase Software Announces Record Revenue
Revenues for the quarter increased to $2.8 million and represented 179% growth over the quarter ended September 30, 1998 and 35% growth over the quarter ended June 30, 1999. Net loss for the quarter was $6.6 million or a GAAP loss of $1.70 per share ($0.37 per share on a fully diluted basis (total outstanding shares as of September 30, 1999 plus the IPO over-allotment), compared to a loss of $.32 per share for the quarter ended September 30, 1998 and a loss of $.48 per share for the quarter ended June 30, 1999).