Friday, November 29, 1999		Welcome to RealMarket Today!  The Customer Relationship Management Daily Report		Formerly "The Support Report"
realmarket.com   RealMarket Resources     Suppliers | Pubs | Assoc.     Industry Calendar     Career Corner     Board of Advocates   RealMarket Today!     News Search | Archives     Subscribe | Unsubscribe     Stock Index   RealMarket Live!     Past | Current | Future     TalkBack: Ask the Expert About | Affiliations | Home   Stock Index RealMarket 178.50 0.13% Stock Index: Tell me more  Dow Jones 10,988.90 -0.17% Nasdaq 3,447.81 0.80% S&P500 1,416.62 -0.03% APAC Tel 5 7/16 1/4 Applix 20 7/8 4 7/8 Aspect Tel 38 1/4 5/16 Astea 2 15/16 5/32 Broadbase 97 -1 Calico 71 7/8 2 11/16 Clarify 102 15/16 4 8/85 Convergys 25 3/8 - 13/16 Davox 17 0 eGain 38 1/2 1/4 EIS Intl 4 3/4 9/16 Epiphany 171 3 eShare 10 9/16 - 3/16 Genesys 51 3/16 1 3/16 ICT Group 10 1/2 1 3/4 IMA 3 3/4 7/32 Inference 4 5/8 1/16 Inter-Intel 26 1/4 1/4 InterVoice 15 3/4 3/16 Kana 165 3/8 -3 5/8 Mustang 12 1/16 - 1/4 Onyx 35 5/8 2 9/16 Pegasystems 7 3/4 1/8 Peregrine 75 9/16 -3 3/8 Pivotal 45 1 Precision 19 - 1/4 Primus 46 1/8 2 3/8 Remedy 36 1/16 9/32 SalesLogix 29 3/8 1/8 Siebel 71 1/4 - 11/16 Silknet 87 1/2 SITEL 5 15/16 3/16 Sykes 40 15/16 11/16 Syntellect 2 1/4 - 1/4 Teletech 23 1/2 1/2 Vantive 16 1/8 3/16 West Tel 17 15/16 1/8 As of close 11/26/99		Note from the Publisher: In this season of thanksgiving, we pause to say "thanks" to our loyal RealMarket Today! readers. We appreciate all your feedback and interest. This special edition is a break from the news (which is non-existent during the U.S. Thanksgiving holiday) to offer a few customer management articles from leading trade publications. We hope you enjoy!   Today's News Calling All Web Sites What do you get when you cross your call center with your Web site? Happier customers. LucasArts and Cisco are using a new kind of customer support software that promises to revolutionize electronic commerce. Known as Web site/call center integration, integrated contact center or teleweb software, this business tool aims to provide unified administration of all contact points while simultaneously and transparently routing callers to appropriate information resources. (Read More) The complexity sound familiar? AT&T Corp. spent more than $50 million to install an integrated set of applications at its new local phone operations in Texas. AlliedSignal Inc.'s aerospace group just launched its third attempt to roll out business software and is still trying to sell end users on the merits of the system. The latest examples of big, nasty ERP projects? Wrong. What AT&T and AlliedSignal are doing involves customer relationship management systems that automate marketing, sales and service, not back-office operations or manufacturing. Read the rest of the ComputerWorld article. Web-Based Support Paves Way for Lower Ownership Costs The days of dispatching armies of support personnel to sort out thorny client-PC problems may be numbered if promised electronic support technology from Intel and Microsoft comes through. With PC vendors and support outfits adhering to "self-healing" PC initiatives, the support model is rapidly shifting toward Web-based diagnosis and resolution. Over the coming months, computers will be wired for electronic support, and a number of system vendors are planning to ship servers and desktops with hot buttons on the front of the box to launch a series of escalating help desk processes. Read More of the InfoWorld article. Satisfaction Guaranteed Customer service is the name of the game for e-commerce sites. And it's even more important for Web-based businesses. But today's customer-relationship management products fall short. Forrester Research reports that less than 2 percent of companies today have a unified view of their customers across sales, marketing and customer-service channels. (Read More)  RealMarket Live!  New Topic Every Week Open All Night: Web-based Sales and Service Speaker: Peggy Menconi, AMR Listen Now - Ready when you are! Help Is On the Way Overburdened IT help desks may get relief from some of their most mundane duties. The need to support broken applications, faulty hardware, and user errors has too often forced technical staff into the unglamorous and cost-inflating role of on-site repair people. A handful of vendors are about to launch products and programs designed to let IT managers pay less attention to routine hassles-and more to their customers and businesses. Read More of the InformationWeek article.		Get It! Subscribe to RealMarket Today! TEXT   HTML   Send It! Send today's report to a colleague with a message.   Find It! Looking for news on a particular company? Type the company name (or keyword) for more news. Search For:   Winners Circle Call Monitoring / Recording GOLD Congratulations to: Teknekron Infoswitch corp - AutoQuality Read More
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