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RealMarket	146.01	1.61%
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Dow Jones	10,718.80	0.13%
Nasdaq	3,143.97	1.34%
S&P500	1,377.01	0.49%
APAC Tel	4 1/8	- 1/4
Applix	14 1/16	2 1/32
Aspect Tel	29 15/16	- 15/16
Astea	2 5/16	- 1/16
Clarify	87 1/4	1 1/8
Convergys	17 5/8	- 7/16
Datawatch	3/4	0
Davox	14 1/16	- 9/16
Edify	15 3/8	- 1/4
EIS Intl	3 13/16	- 1/32
eShare	3 29/32	3/32
Firstwave	2 1/16	0
Genesys	49 3/16	1 3/16
ICT Group	7 5/16	- 1/4
IMA	5 7/8	1 1/8
Inference	3 7/8	3/16
InterVoice	14	- 1/16
Mustang	7 1/4	1 1/8
Onyx	30 11/16	15/16
Pegasystems	7 5/16	1/2
Peregrine	56 7/8	-2 9/16
Periphonics	42 15/16	3/8
Pivotal	44	7
Precision	13 13/16	- 11/16
Primus	41 3/4	5 3/8
Remedy	38 3/8	-1 31/32
SalesLogix	31 3/16	-4 3/16
Siebel	134 3/8	6 1/8
Silknet	90 1/4	5 1/8
SITEL	4 1/2	- 1/16
Sykes	32 1/16	- 7/16
Syntellect	2 3/16	1/8
Teletech	13 1/16	3/16
Vantive	13 1/16	1
West Tel	13 1/16	- 7/16
As of close 11/8/99

How to: Replace a work center in SAP's R/3 (4.0).
 

HDI Tip of the Day
“Leadership is all about innovating and initiating. Management is about copying and managing the status quo. Leadership is creative, adaptive, and agile. Leadership looks at the horizon, not just at the bottom line. A leader does the right things, which implies a goal, a direction, an objective, a vision, a dream, a path, a reach.” – Managing People is Like Herding Cats, by Warren Bennis

 

Today's News

Epicor Announces New Suite of eBusiness Applications
At its annual international users conference, Epicor Software Corporation introduced and is demonstrating a pre-release version of its eBusiness suite, a set of applications that enable companies to manage and integrate front office, back office and eBusiness operations across all customer touch points. Within the eBusiness suite, Epicor unveiled its Storefront, a new eCommerce application for managing business-to-consumer and business-to-business interactions via the Web, Interactive CRM, which enables real-time communications between companies and customers over the Internet and a Customer Portal for integrating operations across all customer touch points. (Read More)

Heads Up for the Holidays -- Research Reveals Big Net Spenders Abandon Web Sites Due to Poor Customer Service
A study released by Servicesoft Technologies reveals 87 percent of online shoppers who spent $2,000 or more on the Web in the past six months will abandon a merchant's Web site and click to a competitor's if they experience bad customer service. Combine these findings with the estimated $6 billion Jupiter Communications predicts will be spent online this holiday season, and the point is clear: Merchants who don't deliver good Internet Customer Service risk losing significant sales this year. (Read More)

HP Streamlines App and Network Management for Mid-Size Companies
Hewlett-Packard Company introduced a new solution that targets medium-sized Windows NT(R) environments. HP OpenView Express unites application, network, system and storage management with cross-discipline integration, implementation services and affordable support to create a complete Windows NT management solution. HP OpenView Express facilitates quicker problem isolation and resolution by integrating information across management disciplines in such areas as event correlation, thresholds, alarming and reporting. The result is a solution that delivers a fast return on investment through rapid deployment, integration, and improved performance and availability of Windows NT environments. (Read More)

ServiceWares Knowledge University Workshops Receive Top Grades
ServiceWare recently launched its latest round of one-day Knowledge University Seminars in Raleigh, NC and Pittsburgh, PA. Additional seminars are slated for Irvine, CA, San Jose, CA and Seattle, WA later this month. This semester's one-day training classes combine proven tactics and technologies for knowledge management, featuring Knowledge BridgeTM. Over 90 percent of attendees stated they "strongly recommend" the seminar to anyone considering the implementation of a knowledge management initiative. Attendees cited excellent content, materials and instructors as top reasons for gaining value.

RealMarket Live!  New Topic Every Week

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

Great Plains Delivers Front Office Solution
Great Plains announced the availability of the Sales and Marketing Series of Great Plains Siebel Front Office, a solution that integrates front and back office operations, enabling midmarket companies to increase their customer satisfaction as well as business efficiency. The Sales and Marketing Series, developed by Great Plains and Siebel Systems automates sales, marketing, service and electronic business processes. It complements Great Plains' existing front office solution, the Field Service Series, for field dispatching and internal repair facility management. (Read More)

Kana Announces the Kana Alliance Program
Kana Communications, Inc. announced the launch of the Kana Alliance Program to help Kana partners sell, implement and integrate Kana solutions. The Kana Alliance Program will establish relationships with technology, e-services, call center, application service providers (ASPs) and service-bureau companies and provide the tools and marketing programs necessary to offer a broader range of e-business solutions. Among the companies partnering with Kana are AskJeeves, PeopleSoft, Intershop, Broadbase, Convergys, Agency.com, Xpedior, Davox, and MCI Worldcom. (Read More)

Anachem, Ltd. Chooses Applix iEnterprise
Applix® Ltd. announced that Anachem Ltd., a UK scientific supplier of instrumentation and consumables to the life science research market, has selected Applix iEnterprise CRM for its iService application solution. Anachem serves multinational pharmaceutical companies through to academic research institutions.

MailCheck 4.3 Checks Your Business Partners E-Mail, too!
Tally Systems announced the release of MailCheck 4.3, adding improvements that ensure e-mail reliability not only within large enterprises, but also externally with other mail servers, such as those at the sites of key business partners. New features in MailCheck 4.3 include "star polling," the ability to test reliability from multiple points within or outside an enterprise, as well as the integration of a full-featured IP device poller designed to check and alert on the reliability of enterprise IP devices.

Telocity Agreement Expands Sutherlands Presence in Internet Access Market
The Sutherland Group, Ltd. announced the signing of an agreement with Telocity, Inc., a Silicon Valley-based broadband Internet services company, to provide customer relationship management and help desk technical support to end-users of Telocity’s self-installable broadband ISP service. Financial terms of the agreement were not released. Sutherland's DSL-experienced technicians will provide Telocity customers with end-to-end product installation and configuration support to ensure successful connectivity 24 hours a day, 7 days a week.

Blue Pumpkin Announces Workforce Management Solution For Multi-Media Customer Contact Centers
Blue Pumpkin Software announced a Beta program for PrimeTime Email, a new technology designed to solve the complex workforce scheduling challenges caused by the recent introduction of email into the customer contact center environment. Created to empower contact centers with the ability to staff and schedule their workforce, PrimeTime Email is the first in a series of multi-media technologies being created by Blue Pumpkin to address the rapidly changing workforce management needs of the modern contact center.