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Stock Index
RealMarket	173.20	-2.70%
Stock Index:	Tell me more
Dow Jones	10,995.60	-0.85%
Nasdaq	3,342.87	-1.46%
S&P500	1,404.64	-1.15%
APAC Tel	4 9/16	- 1/8
Applix	14 5/8	5/8
Aspect Tel	40	-1 1/2
Astea	2 3/4	- 1/4
Broadbase	92 7/8	1 7/8
Calico	65 5/8	2 3/8
Clarify	99 11/32	-1 21/32
Convergys	25 3/8	-1 9/16
Davox	18 1/8	1 3/8
eGain	35 5/8	-1 3/8
EIS Intl	4 1/2	- 5/16
Epiphany	170 3/8	-6 5/8
eShare	10 5/8	-1
Genesys	49 15/32	- 1/32
ICT Group	8 1/4	0
IMA	3 5/8	- 1/8
Inference	4 3/16	- 1/4
Inter-Intel	26	- 3/4
InterVoice	15 7/8	- 9/16
Kana	163 3/8	-5 7/8
Mustang	12 1/4	0
Onyx	31 7/8	-1 3/8
Pegasystems	7 3/4	- 1/2
Peregrine	62 15/16	- 1/16
Pivotal	45 1/8	-2 5/8
Precision	18 1/8	- 1/16
Primus	43 5/8	-2 1/4
Remedy	38	-1 1/8
SalesLogix	32 5/8	-1 7/8
Siebel	70 21/32	-3 7/32
Silknet	87	-2
SITEL	5 5/8	- 1/16
Sykes	41	0
Syntellect	2 1/4	1/16
Teletech	22 3/16	7/8
Vantive	16 5/16	-1 1/8
West Tel	15 1/2	3/16
As of close 11/23/99

How to: Export an individual folder to a .pst file in Outlook 2000.
 

HDI Tip of the Day
The objectives of inventory activities usually are matters of customer service as measured by product operational availability, service response time, support level and cost. Customer service to a retail operation usually means having the items the customer wants to buy. If a desired item isn’t in stock, the customer may have to go somewhere else, and the sale is lost. TO a product support manager, service may mean having enough spare" parts available to fix an inoperative machine, get an aircraft flying again, or fix the car for an irate customer." – After the Sale: How to Manage Product Service for Customer Satisfaction and Profit, by Joseph D. Patton and William H. Bleuel

 

Today's News

Santa.com Uses Kana to Help their Customers Save Time and Find Quick Solutions for Holiday Shopping
Kana Communications, Inc. announced that Santa.com, the one-stop holiday solution, has chosen the Kana platform for its online customer communications during the holiday shopping season and beyond. Anticipating around 12 million visitors to the site this holiday shopping season, Santa.com recognized the need for a scalable solution to address its online customer communications. Using Kana Response to manage the high volume of inbound e-mail and Web-based communications, Santa.com today responds to all customer inquiries within 24 hours.

Applix Announces iCustomerCommunity.com
Applix, Inc. announced iCustomerCommunity.com, a web-based solution that allows e-businesses to deliver service to their entire value-chain including customers and partners. As a result, e-businesses can quickly establish customer-facing services such as one-to-one marketing, interactive selling and self-service. The new website approach lets organizations establish virtual communities without the cost and time needed to build an e-business infrastructure.

Telespectrum and Exelon Energy Announce New Capabilities
TeleSpectrum Worldwide Inc. announced that it will be opening a new 97-seat customer interaction center in King of Prussia, PA, in mid-December. The new facility is in part a result of Exelon Energy’s renewed contract with TeleSpectrum and the Company’s commitment to provide customer care service for its customer base. Exelon Energy is among the first of TeleSpectrum’s clients to take advantage of its new branded interactive multi-channel customer relationship management platform: ChannelCare.comSM.

USinternetworking Partners with Genesys
USinternetworking, Inc. and Genesys Telecommunications Laboratories, Inc. announced a partnership to deliver interaction management solutions in conjunction with USi's Siebel customer relationship management (CRM) offering. The combination of Siebel's CRM applications with Genesys' Internet interaction management, computer telephony integration (CTI), and routing solutions provides customers with multiple options for communicating with call center agents, including email, the web and traditional phone.

RealMarket Live!  New Topic Every Week

Open All Night: Web-based Sales and Service Speaker: Peggy Menconi, AMR Listen Now - Ready when you are!

Ford and Teletech Form Joint Venture
Ford Motor Company and TeleTech Holdings, Inc. announced they intend to form a joint venture to consolidate Ford’s customer contact services around the globe. The joint venture will help Ford develop a consumer memory and meet rising consumer expectations by allowing customers to contact Ford at their convenience, around the clock – whether by telephone, e-mail or other Internet access options. The new company will consolidate Ford's current worldwide network of customer-contact centers under a single partner with an integrated central database that ultimately will enhance customers' total relationship with Ford Motor Company.

New This Week From Help Desk Online
We interview Ron Muns to catch up on the latest happenings at Help Desk Institute; Francoise Tourniaire looks at starting a small support center from scratch; and Fred Van Bennekom answers the question, "Why should a support service organization conduct a customer loyalty program?" (Read More)

Siebel Systems Plans to Acquire OnTarget
Siebel Systems Inc. agreed to buy closely held OnTarget Inc., an Atlanta provider of consulting services and training software, for $259 million in stock. Siebel said it uses some OnTarget software that teaches sales methods. But the acquisition will allow it to begin offering software tools that help companies develop and manage multiple sales channels. Siebel said it will integrate these tools into the next upgrade of its software, which will be available by the middle of next year.

Brightware Closes Venture Capital Financing Round
Brightware, Inc. announced its completion of a fourth round of venture capital financing totaling $14.4 million. CDIB Venture Management, a new investor in Brightware, led the round and was joined by other new investors including UOB Venture Management Pte. Ltd., the venture capital arm of United Overseas Bank Group, Concord Venture Capital, Woodside Fund, the Starwood Capital Group and B.T. Investment Partners.

Plumtree Integrates Onyx Software Functionality in Corporate Portal
Plumtree Software released six new modules for embedding Onyx Software's customer relationship management (CRM) capabilities in the Plumtree Corporate Portal. From the personalized portal page that offers a directory of product and market information, embedded e-mail messages, and a wide range of Internet services, Plumtree customers can now chart lead volumes, review recent activity in their territories, or search the Onyx database for top line sales information. Plumtree developed the new Onyx sales modules as Plumtree Portal Gadgets(TM), Web building blocks similar to My Yahoo!'s sports scoreboard or stock portfolio, but for incorporating enterprise application components as well as Internet services in a personalized portal page.

Should Come in Handy for the Holidays
Among the almost 6,000 people who gave us their choice for best in class customer management solutions, Mark Skoog of 3M is the winner of the $500 American Express Gift Certificate. Congratulations, Mark!