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Aspect Tel	23 1/2	- 5/16
Astea	2 3/8	3/8
Clarify	71 1/8	- 5/8
Convergys	19 3/4	-1
Datawatch	1	9/32
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Firstwave	2 1/8	- 1/8
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ICT Group	7	0
IMA	4 9/16	3/8
Inference	2 11/16	- 1/16
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Peregrine	39 5/16	-1 7/8
Periphonics	34 11/16	- 7/16
Pivotal	34 9/16	13 7/16
Precision	15 1/16	1 1/8
Primus	38 1/4	0
Remedy	39 11/16	4 1/2
SalesLogix	26 7/8	1/2
Siebel	92 9/16	-1 7/16
Silknet	85 3/4	-4 5/8
SITEL	4 13/16	- 1/16
Sykes	29	5 13/16
Syntellect	1 27/32	1/32
Teletech	12 3/4	- 9/16
Vantive	11 7/16	1/4
West Tel	12 1/8	1/4
As of close 10/26/99

How to: Change printing defaults in SAP's R/3 (4.0B).
 

HDI Tip of the Day
“Keep the content fresh: [Tracy] Faleide [General Manager/ Enhancements, Great Plains Software] also says the best way to make sure customers keep visiting the site is to offer new material. “It sounds so simple, but it’s hard,” she admits. “The more stuff you have out there that isn’t fresh, the less likely customers are going to come back.”” – The Year’s Ten Best Web Support Sites, produced by Soft?letter & The Association of Support Professionals

 

Today's News

Inference Announces k-Commerce Support Enterprise 1.0
Inference Corp. announced the launch of k-Commerce(TM) Support Enterprise 1.0, a Web-architected customer service and support solution that replicates the experience of the service representatives to provide fast, accurate and consistent answers to customers. k-Commerce Support Enterprise features a new multi-tier architecture for flexibility and scalability, improved multi-language support for global deployment and knowledge gateways to access an increasing volume of external information from a single Contact Center. (Read More)

CRM Board of Advocates Formed
RealMarket Research announced that it has assembled a group of forward-looking organizations who share an industry-wide commitment to help accelerate the maturation of the industry through education and research. These charter CRM Advocates represent a wide range of solutions and services providers including eLoyalty Corporation, Epicor Software Corporation, Inference Corporation, Knowlix Corporation, Motive Communications, NetManage, Inc., Octane Software, Inc., Remedy Corporation, SalesLogix Corporation, Serviceware, Inc., Silknet Software, and Support.com. Read More.

ServiceWare Strengthens Relationships With MindShare Program
ServiceWare Inc. announced that it is forging new relationships through its MindShare program. ServiceWare’s partners currently include Apple, GoldMine, GWI Software, Microsoft, MicroHouse, Network Associates, Novell, Peregrine, Remedy, and Tivoli, among others. ServiceWare looks to the MindShare program as part of its expansion strategy. (Read More)

Remedy and IT Masters Announce Integration Between Remedy AR System and Tivoli TME
Remedy® Corp. and IT Masters announced immediate availability of AR System® Plus for Tivoli, an Action Request System® integration module for Tivoli Systems, Inc.'s Tivoli Management Environment® (TME). Formerly sold by Tivoli directly to its own customers, the newly named and upgraded AR System Plus for Tivoli integration module is now sold, supported and developed by IT Masters, a Remedy Partner.

RealMarket Live!  New Topic Every Week

eSupport: Optimizing the Support Experience Speaker: Radha Basu, Support.com Listen Now - Ready when you are!

New This Week From helpDESK Online
Ben Stephens warns that many organizations are neglecting to monitor their electronic support channel; Naomi Karten cautions help desks not to establish service level agreements for the wrong reasons; and for those still struggling to meet their millennial deadline, Jim Aspinwall examines some Y2K testing tools. (Read More)

Primus eService Software Provides Hello Direct Integrated Online Support and Self-Service
Primus® announced that Hello Direct, Inc. has selected Primus software to provide eService to its customers and customer service organization. Hello Direct will be using Primus products to resolve customer support issues more efficiently and effectively. When an issue is escalated to a support technician, existing solutions are searched and new solutions can be created while still on the call.

AT&T Broadband and Internet Services Chooses Aspect
Aspect Communications Corporation announced that AT&T Broadband and Internet Services selected Aspect multimedia customer contact center solutions, valued at more than $1 million, for launching its customer service center for video, Internet, and cable telephony users in Elmhurst, Illinois.

UniPress Software Announces FootPrints 4.0
UniPress Software unveiled the latest release of its Web-based helpdesk solution, FootPrints 4.0. FootPrints offers an out-of-the-box, online application to streamline helpdesk operations. The new version supports file and e-mail attachments, enabling users to access screenshots, documents, and other files to assist problem resolution.

Harte-Hanks and eGain Form Alliance
Harte-Hanks Inc. and eGain Communications Corp. announced an alliance which establishes eGain as the exclusive provider of inbound e-mail marketing technology to Harte-Hanks, a provider of direct and interactive marketing services. Harte-Hanks will incorporate a Harte-Hanks branded version of eGain's hosted solutions as the backbone of Harte-Hanks inbound e-mail routing and response management services. This agreement is the latest in a series of investments and alliances Harte-Hanks has made with Internet companies.

NoWonder Talkback™ Selected to Enhance Windows Customer Support
NoWonder, the online marketplace for IT support and services, announced that Microsoft Corp. will deploy the Talkback Support Server, NoWonder's support-enabling software, to enhance the experience for users of Microsoft Windows. NoWonder's web-based Talkback software solutions interact with Windows systems to gather information on over 150 system elements. This information is then transported to Microsoft product support or development staff via the Internet. The information gathered by Talkback assists Microsoft in completing faster identification and resolution of software problems.

Help Desk 2000 and HDPA Form Alliance
Help Desk 2000 announced its plans to form an alliance with the Help Desk Professionals Association, a non-profit organization for technical support professionals. Help Desk 2000 and the Help Desk Professionals Association (HDPA) formed this alliance in direct response to the support industry's appeal at the Support Services Conference and Expo "Shoot Out at the Help Desk Corral" panel discussion. By using their position in the industry and their combined expertise, Help Desk 2000 and HDPA plan to set the direction for areas such as knowledge management, certification and eSupport.

Active Software Receives SAP Certification
Active Software, Inc. announced that SAP AG has certified the ActiveWorks(TM) Adapter interface for use with SAP(TM) software solutions. This Adapter enables the fast interfacing of SAP software solutions with a variety of front-office and e-commerce applications, creating a flow of information for organizations engaged in eBusiness. The ActiveWorks Adapter interface complements SAP Business Application Programming Interfaces (BAPIs), which provide a collection of standard interfaces that enable SAP customers to interface the R/3(R) business processes.

Support123.com Launches Web Service
Support123.com Inc. announced the public beta test of its Internet technical support service. The site is now open for registration, in order to build a "critical mass" of customers and support engineers. The company predicts that the site will go into full operation within two weeks. Support123.com is an organic network linking people in need of technical support with independent support engineers throughout the world, according to company officials.. They set the rules of the network and the support engineers and customers register to use it

Remedy Revenue Growth Accelerated to 52%
Revenues for the third quarter increased 52% to $60.9 million, compared with $40.1 million in the third quarter of 1998. Net income, excluding goodwill amortization, was $9.3 million, an increase of 50% compared with the third quarter of 1998. Diluted earnings per share, excluding goodwill amortization, grew 40% to $0.30, compared with $0.21 for the same period last year, and operating margin on the same basis was 21%.