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Stock Index
RealMarket	118.79	-0.51%
Stock Index:	Tell me more
Dow Jones	10,394.80	0.90%
Nasdaq	2,802.52	-0.32%
S&P500	1,296.71	1.15%
APAC Tel	4 1/2	- 1/16
Applix	10 1/4	- 3/16
Aspect Tel	23 7/16	- 1/16
Astea	2	- 3/8
Clarify	72 3/4	1 5/8
Convergys	19 15/16	3/16
Datawatch	15/16	- 1/16
Davox	12 3/4	- 1/4
Edify	12	0
EIS Intl	3 7/16	1/4
eShare	6	- 5/16
Firstwave	2 3/16	1/16
Genesys	48 1/2	1 9/16
ICT Group	6 5/8	- 3/8
IMA	4 1/2	- 1/16
Inference	3 3/4	1 1/16
InterVoice	10 1/8	3/16
Mustang	7 1/16	- 9/32
Onyx	21 1/2	-2 1/8
Pegasystems	7 11/16	- 1/8
Peregrine	38 5/16	-1
Periphonics	35 13/16	1 1/8
Pivotal	26	-8 9/16
Precision	14 1/16	-1
Primus	33 1/8	-5 1/8
Remedy	39 7/16	- 1/4
SalesLogix	28 1/2	1 5/8
Siebel	93 7/8	1 5/16
Silknet	84 7/8	- 7/8
SITEL	4 11/16	- 1/8
Sykes	27 15/16	-1 1/16
Syntellect	1 23/32	- 1/8
Teletech	12 3/4	0
Vantive	11 1/4	- 3/16
West Tel	12 1/2	3/8
As of close 10/27/99

How to: Link data from a spreadsheet file to an Access 2000 database.
 

HDI Tip of the Day
“To survive in the 21st century, we’re going to need a new generation of leaders—leaders, not managers. The distinction is an important one. Leaders conquer the context—the volatile, turbulent, ambiguous surroundings that sometimes seem to conspire against us and will surely suffocate us if we let them—while managers surrender to it.” – Managing People is Like Herding Cats, by Warren Bennis

 

Today's News

ServiceWare Partners With HP To Deliver New Standard In Support For Management Solutions
ServiceWare announces an alliance with Hewlett-Packard Company to integrate ServiceWare’s Knowledge Bridge with HP OpenView Service Desk. As a result of this, HP OpenView Service Desk users are now able to interact and share knowledge and resources more efficiently. ServiceWare’s Knowledge Bridge, the solution for enterprise-wide knowledge management powered by the Cognitive Processor, a patented self-learning technology, integrates into HP OpenView Service Desk to provide accurate and “knowledgeable” customer support. The Knowledge Bridge is designed to easily integrate with other applications so that when a problem description or brief question is entered, Knowledge Bridge can compare the inquiry with other experiences in the knowledge base. (Read More)

Outlaw Technologies Selected by Triple-S for Healthcare Relationship Management Solution
Outlaw Technologies announced that Triple-S of Puerto Rico, an independent agent of the Blue Cross Blue Shield Association, has selected its CustomerFocus Healthcare Relationship Management Solution. The new system will be used to manage the customer service process for over 700,000 Medicaid members currently managed by Triple-C. Triple-C hopes to improve internal customer service capabilities as well as give members and providers the personalized one-to-one attention they require. (Read More)

Silknet Software and NCR Partner to Bring Web-Based Self-Service to Customer Contact Centers
Silknet Software, Inc. announced a partnership whereby NCR will sell, service and support Silknet's eBusiness products including Silknet eBusiness SystemTM, Silknet eCommerceTM and Silknet eServiceTM. NCR will incorporate Silknet's Web-architected applications as the self-service component of its Customer Interaction Contact Center solution. With this partnership, NCR will offer a contact center solution for handling personalized interactions across the Web, via e-mail, by phone or in person.

DTN Offers Traders Personal Service with FaceTime Message Exchange
FaceTime Communications is helping make online traders smarter. The company announced that Data Transmission Network Corporation (DTN®) is using the FaceTime Instant Messaging service to provide real-time assistance to users of DTN.IQ. FaceTime enables DTN to give its customers faster access to service and support using instant messaging as a communication channel that goes beyond email and the telephone.

RealMarket Live!  New Topic Every Week

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

First Annual Users Choice Awards Winners Announced
Customer Support Management Magazine and RealMarket announced the winners of the first annual Users Choice Awards. The Users Choice Awards is the only awards program in which customer relationship management (CRM) products are judged by the end user. There were more than 238 product entries in a total of 21 categories. Twelve gold winners were recognized based on the voting by actual users. In addition, six other products receive Best in Class Awards. For more details on the winners, visit www.userschoiceawards.com.

Saratoga and Broadbase Form Closed-Loop E-Business Solution
Saratoga Systems, Inc. and Broadbase Software, Inc. announced that they will work together to provide closed-loop analysis of sales, marketing and customer service information. With today's announcement, Broadbase's analytic application suite, which features analytic applications for e-commerce, sales, marketing and customer service, will integrate with Saratoga's Avenue solution. The integration will enable customers to analyze sales performance by geographies, products and personnel; perform customer segmentation and marketing campaign planning.

E.piphany and BroadVision Deliver Closed Loop E-Commerce Solution
E.piphany, Inc. and BroadVision, Inc., announced the delivery of a turnkey solution that will give organizations the ability to drive e-customer business through a better understanding of how e-commerce is affecting their enterprise. Now, organizations can use E.piphany(TM) solutions to create a single enterprise view of a customer, use BroadVision® e-business applications to deliver personalized interactions, products and services on the Web based on those customer profiles, and analyze Web site activity to create highly targeted email and cross-channel campaigns. The combination of E.piphany and BroadVision solutions enables organizations to trigger product offers and campaigns built on customer profile data.

Socketware and Brightware Form Alliance to Deliver End-To-End E-Mail Marketing, Sales and Customer Service Software Solution
Socketware, Inc., an emerging provider of e-mail marketing software solutions and Brightware, Inc. announced an alliance to jointly deliver an end-to-end e-mail marketing and customer service software solution. Socketware's e-mail marketing software, Accucast enables companies like Delta Air Lines and Swissair to launch permission-based e-mail marketing campaigns that generate high response rates of 10% or more, increase revenue and build customer relationships. Brightware's eCustomer Assistance applications offer Web self-service and email management, workflow and automation. Brightware's applications complement Accucast by helping companies manage and rapidly answer high volumes of customer inquiries generated by e-mail marketing campaigns.

New Ventix AnswerWeb Delivers Intuitive Customer Service to e-Business
Ventix Systems Inc. announced the availability of the Ventix AnswerWeb for e-Business, a new self-support technology that seeks to improve online customer service. The new support solution, which tracks customer context, delivers targeted answers, and captures customer service dialog to build and maintain an answerbase, seeks to help companies boost sales and customer loyalty while reducing support costs.

eGain and Inference to Assist AOL
Inference Corporation and eGain announced that America Online, Inc. has expanded its use of Inference's k-Commerce Support, used to handle Web self-service customer inquiries, by adding eGain's Email Management System (eGain EMS) to automate its customer service email response system. Inference's k-Commerce Web(TM) will work in concert with eGain EMS to provide integrated self-service and email support to millions of AOL members. In addition to being a reseller of eGain's email management solution, Inference also markets, services and supports the system.

Astea Releases Third Quarter Results
For the third quarter, Astea reported revenues of $8.2 million, compared to $6.8 million for the comparable period in 1998, an increase of 20%. This increase in revenues is primarily attributed to a 207% increase in licensing revenues to $2.6 million in the third quarter from $854,000 in 1998. The Company reported modest net income for the third quarter of 1999 of $68,000 or breakeven earnings per share, an increase from a net loss from continuing operations of $3.2 million, or a loss of $0.24 per share, a year ago.