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Stock Index
RealMarket	178.92	0.23%
Stock Index:	Tell me more
Dow Jones	10,947.90	-0.37%
Nasdaq	3,421.37	-0.77%
S&P500	1,407.83	-0.62%
APAC Tel	6 1/32	19/32
Applix	20 1/4	- 5/8
Aspect Tel	35 3/16	-3 1/16
Astea	3 3/8	7/16
Broadbase	90 1/2	-6 1/2
Calico	69 5/8	-2 1/4
Clarify	100	-2 15/16
Convergys	27 7/16	2 1/16
Davox	17 3/16	3/16
eGain	42 1/4	3 3/4
EIS Intl	4 1/2	- 1/4
Epiphany	185 5/8	14 5/8
eShare	10 1/8	- 7/16
Genesys	51 9/16	3/8
ICT Group	13 1/8	2 5/8
IMA	3 1/2	- 1/4
Inference	5 1/8	1/2
Inter-Intel	26 1/4	0
InterVoice	15 11/16	- 1/16
Kana	162	-3 3/8
Mustang	12	- 1/16
Onyx	35 1/8	- 1/2
Pegasystems	7 1/4	- 1/2
Peregrine	76 1/4	11/16
Pivotal	38 7/8	-6 1/8
Precision	20 1/16	1 1/16
Primus	50 1/4	4 1/8
Remedy	35 1/4	- 13/16
SalesLogix	28 1/2	- 7/8
Siebel	69 7/8	-1 3/8
Silknet	92 1/8	5 1/8
SITEL	5 5/8	- 5/16
Sykes	40 13/16	- 1/8
Syntellect	2 11/32	3/32
Teletech	24 11/16	1 3/16
Vantive	15 9/16	- 9/16
West Tel	17 1/2	- 7/16
As of close 11/29/99

How to: Create a chart by using the current worksheet data in Excel 2000.
 

HDI Tip of the Day
We concentrate here on how information systems should help service management. Note the change in terms over recent years. What were called Management Information Systems (MIS) have dropped the word management and become information systems (IS). One reason for this change is realization by management that the most valuable use of information is to provide it to everyone who might benefit and to enable the lowest level people to become empowered by information that will help them do their job better. This requires a change in management thinking as well as the technology to enable the information and its communication. – After the Sale: How to Manage Product Service for Customer Satisfaction and Profit, by Joseph D. Patton and William H. Bleuel

 

Today's News

E*TRADE Selects Silknet Software
Silknet Software, Inc. announced that E*TRADE Group, Inc. (has purchased Silknet eBusiness System and Silknet eService to provide support to its on-line trading customers. E*TRADE will use Silknet's e-business solutions to integrate customer interactions across all communications channels including the Web, telephone and e-mail. (Read More)

ebank.com Chooses Webtone Integrated Customer Care Platform
WebTone Technologies, Inc. announced it has licensed WebTone Lyric, the telephony component of its web-based Harmony Customer Care Suite™, to ebank.com. Focusing on the small business market, ebank.com provides a full line of products to meet the needs of millions of the nation’s underserved small businesses, regardless of their location, via the Internet. In addition to offering small business banking solutions, ebank.com turned to WebTone in order to provide its clients with customer service. (Read More)

KPMG and Peppers and Rogers Group Form Alliance
KPMG LLP and Peppers and Rogers Group announced an alliance designed to provide Customer Relationship Management (CRM) solutions to their clients. The combines the CRM expertise of Peppers and Rogers Group with the e-Engineering vision and Internet integration skills of KPMG. The initial stage of the alliance will be devoted to a series of initiatives. Peppers and Rogers will help design KPMG’s e.one.to.one marketing solution by the end of 1999.

Primus eService Software Powers 3Com Knowledgebase Web Service
Primus announced that 3Com Corp. has used Primus software as the foundation for its industry-leading Knowledgebase Web service, which has registered more than 500,000 users since its launch in October, 1998. Available to all 3Com customers and channel partners, the 3Com Knowledgebase system is an online, self-service database that allows customers to diagnose and solve installation, configuration and upgrade issues for their 3Com® networking equipment.

RealMarket Live!  New Topic Every Week

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

Aspect Communications Announces General Availability of Call Center System for SMB and Branch Offices
Aspect Communications Corp. announced the general availability of Aspect® Office, the automatic call distributor (ACD) system for small-to-medium businesses (SMB) and branch offices. Based on Aspect Enterprise, this compact solution is aiming to heighten service and support capabilities for their customers. Pearson Education, an educational publisher, has implemented Aspect Office at its Lebanon, Ind., branch location to increase efficiency and strengthen its link to its customers.

Lawson To Enter CRM Market
Lawson Software makes its debut into the customer relationship management (CRM) space by announcing LAWSON INSIGHT® II Customer Relationship Management. An e-business solution encompassing sales force, marketing and support automation, Customer Relationship Management features Lawson's Customer Timeline™ that provides a graphical view of customer interaction points.

eGain and Exodus Team
eGain(TM) announced it has selected Exodus Communications(TM), Inc. to host eGain's eCommerce customer communications solutions in Europe. eGain's products Live, Mail and Campaign help eCommerce companies establish customer relationships. The rapidly increasing need for eGain's products was underscored in a recent survey conducted by The Hewson Consulting Group (a UK-based industry analyst firm) that revealed disappointing results for online customer service. The survey found that, of over 150 major UK companies actively promoting their Web site in television and print advertising, only 14% responded to an urgent request from a potential buyer within 24 hours and a staggering 39% never responded at all.

Mustang.Com and Value America Unite for the Holiday Season
Mustang.com(TM), Inc. and Value America, Inc. announced the signing and implementation of a joint agreement to fulfill the service needs of Value America's user base. The online customer service partnership replaced Value America's existing e-mail management software in anticipation of the busy holiday rush. Value America selected ththe Mustang Message Center(TM) Enterprise Edition, reflecting their belief in the strength of the upcoming retail season and their commitment to Internet customer satisfaction.

TeleTech Awarded Contract from Blockbuster.com
TeleTech Holdings, Inc. announced a long-term contract award from Blockbuster Inc. to provide multi-channel customer and technical support for blockbuster.com. Blockbuster.com's re-launched site offers new and used videotapes, video games, as well as DVDs and movie soundtracks for sale online. With TeleTech's Internet-integrated customer management solution, Cybercare, customers receive immediate assistance through any step of the online buying process, across multiple media, including phone, e-mail and fax. TeleTech will manage all customer inquiries related to product availability, order processing, returns, refunds and site support 24 hours a day, seven days a week.