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Stock Index
RealMarket	139.74	4.53%
Stock Index:	Tell me more
Dow Jones	10,639.60	0.29%
Nasdaq	3,055.95	0.90%
S&P500	1,362.64	0.57%
APAC Tel	4 1/2	3/32
Applix	12 7/16	- 11/16
Aspect Tel	27 7/8	- 1/16
Astea	2 3/8	0
Clarify	84 3/16	3 3/4
Convergys	18 5/8	- 1/8
Datawatch	3/4	- 1/8
Davox	13 7/8	- 3/4
Edify	15 7/8	3/4
EIS Intl	3 29/32	1/32
eShare	3 3/4	- 1/4
Firstwave	2 1/8	0
Genesys	47 1/8	-1
ICT Group	6 7/8	- 1/8
IMA	4 3/8	0
Inference	3 5/16	5/32
InterVoice	14 1/16	1 1/8
Mustang	6 1/16	- 1/4
Onyx	31 1/2	6 7/8
Pegasystems	6 7/8	- 5/16
Peregrine	57 1/4	9
Periphonics	41 1/8	1 7/8
Pivotal	35	2 3/4
Precision	14 1/8	7/8
Primus	34 15/16	1/16
Remedy	40 3/16	- 1/8
SalesLogix	35 7/8	-1 1/8
Siebel	121 1/4	6 7/8
Silknet	83 5/8	6 1/4
SITEL	4 3/8	- 1/4
Sykes	32 1/4	- 13/16
Syntellect	1 13/16	3/16
Teletech	13 9/16	- 1/4
Vantive	11 15/16	1/16
West Tel	14	3/16
As of close 11/4/99

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HDI Tip of the Day
“The last quality common to leaders is a bias toward action. That is, the capacity to convert purpose and vision into action. It just isn’t enough to have the great vision you can trust. It’s got to be manifest in some external products and results. Most leaders are pragmatic dreamers or practical idealists, if that’s not too much of an oxymoron. They step up and take their shots every day, perhaps knowing what hockey player and philosopher Wayne Gretsky once said, “You miss 100 percent of the shots you don’t take.”” – Managing People is Like Herding Cats, by Warren Bennis

 

Today's News

Synchrony Announces 30-Day Implementation Guarantee In Time for Holiday Customer Service
Synchrony Communications Inc. announced the SynchronyNOW guarantee, a promise to deliver an integrated suite of customer contact technology in 30 days or less. Designed to meet the special needs of fast-moving online retailers and e-businesses, Synchrony eRM is a solution empowering businesses to serve their customers across any channel of contact - voice, e-mail, FAX or web chat - via a single web interface. Using Synchrony's Intelligent Interaction Manager™, each contact is combined with a customer interaction history and context-sensitive resources, then routed to the first available customer service agent. (Read More)

Help Desk Institute, Wave Technologies Partner
Help Desk Institute (HDI) and Wave Technologies International have partnered to develop the HDI-Analyst Self-study Career Pack. This is a multiple media self-study tool that will cover the responsibilities, skills and competencies necessary to pass the new, industry-defining HDI-Analyst certification program. The HDI-Analyst certification program is being guided by the HDI Individual Certification Standards Committee, an open standards committee representing more than 20 companies from Europe, the United States, Canada and Japan. (Read More)

PeopleSoft eStore to Integrate Kana's Online Customer Communication Solution
Kana Communications, Inc. announced that PeopleSoft has entered into an agreement to integrate the Kana platform with PeopleSoft eStore, enabling organizations to market, sell, and service customers via e-mail and Web-based communications. PeopleSoft eStore integrates with the PeopleSoft Supply Chain Management suite, giving companies access to pricing, inventory availability, and order fulfillment, as well as order, shipment, and delivery status. (Read More)

Astea Launches Enterprise Application Integration Products
Astea International Inc. announced the release of AllianceLink(TM) for Acuity, the first of a planned family of middleware products designed to standardize integration of the Company's ServiceAlliance® CRM solutions with other enterprise applications. AllianceLink for Acuity integrates ServiceAlliance with the Acuity® accounting package from Sage Software, Inc. Astea and Sage jointly announced an alliance last May.

RealMarket Live!  New Topic Every Week

CRM + E-Commerce = $$$ Speaker: Erin Kinikin, Giga Information Group Listen Now - Ready when you are!

Sykes Enterprises Announces Alliance with Perot Systems
Sykes Enterprises and Perot Systems Corporation announced a technology alliance that allows each company to offer clients a spectrum of consulting, systems integration, call center, and technical support services. Perot Systems gains access to Sykes AnswerTeam(TM) product, a diagnostic and desktop technical support tool, plus Sykes technical and call center service capabilities. Perot Systems will embed Sykes call centers and fulfillment capabilities into integrated service offerings that support Perot Systems' e-commerce and application development initiatives.

Pilot Delivers Secure Service Foundation for New Customer Support Model
Pilot Network Services, Inc. announced that Aspect Communications routes all access to its new system of Internet-based customer support through Pilot Security Centers in California and the U.K. With Aspect E-Services, customers worldwide can open, append, query and close trouble tickets through a secure, self-service Web site. Pilot Secure Access & Gateway Services provide for high bandwidth, availability, and scalability as well as around-the-clock protection for all exchanges on the Aspect site from criminal hackers,

Cosmocom Receives Mezzanine Funding
CosmoCom, Inc. announced that it has received more than $15.3 million in mezzanine equity funding from investors led by Science Applications International Corporation (SAIC). The SAIC investment closely follows the September 1999 agreement enabling SAIC to resell CosmoCall Universe in the context of its system integration activities. Several previous investors in CosmoCom also participated in the round.

Prime Response Taps New Execs
Prime Response, Inc. announced the addition of two high-tech veterans—Paul Lavallee and Fred Phillips—to its roster of executives. Lavallee takes the helm as President – Americas, while Phillips joins as Chief Financial Officer. Prior to joining Prime Response, Lavallee was the executive vice president, North America, for FirePond, Inc.

The Great Elk Company Adds Administration of Synchronization Utilities
The Great Elk Company announced the release of Command Center, an enhancement to Synchronization for Visual Elk, The Great Elk Company's remote user and data synchronization management module. Command Center enhances Synchronization for Visual Elk delivering a simple interface to all of the functions inherent in Synchronization for Visual Elk and also delivers new process-centric tools for analysis and tracking of the entire remote user management process.

Nordstrom National Credit Bank Selects Edify
Edify Corporation announced that its Electronic Workforce (EWF) application platform will power up Nordstrom National Credit Bank (NNCB), a finance subsidiary of Seattle-based retailer Nordstrom, Inc. NNCB will utilize EWF as the foundation of its Colorado-based call center to deliver a host of customer services through the telephone. The initial application is automation of balance inquiries on the customers' Nordstrom Gift Cards.