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Stock Index
RealMarket	172.46	-3.61%
Stock Index:	Tell me more
Dow Jones	10,877.80	-0.64%
Nasdaq	3,336.15	-2.49%
S&P500	1,389.07	-1.33%
APAC Tel	5 13/16	- 7/32
Applix	17 13/16	-2 7/16
Aspect Tel	34	-1 3/16
Astea	3 7/8	1/2
Broadbase	86 7/8	-3 5/8
Calico	60	-9 5/8
Clarify	93 3/16	-6 13/16
Convergys	27 5/16	- 1/8
Davox	16 7/16	- 3/4
eGain	41 3/8	- 7/8
EIS Intl	4 1/4	- 1/4
Epiphany	169 7/16	-16 3/16
eShare	8 7/8	-1 1/4
Genesys	51 5/16	- 1/4
ICT Group	12 1/8	-1
IMA	4 1/32	17/32
Inference	4 5/8	- 1/2
Inter-Intel	28	1 3/4
InterVoice	15 1/32	- 21/32
Kana	150	-12
Mustang	11 5/8	- 3/8
Onyx	32 1/4	-2 7/8
Pegasystems	7 5/8	3/8
Peregrine	71 1/16	-5 3/16
Pivotal	38 7/8	0
Precision	21 3/4	1 11/16
Primus	48	-2 1/4
Remedy	34 7/8	- 3/8
SalesLogix	28 3/4	1/4
Siebel	70 9/16	11/16
Silknet	88 1/4	-3 7/8
SITEL	5 15/16	5/16
Sykes	39 15/16	- 7/8
Syntellect	2 3/16	- 5/32
Teletech	21 5/8	-3 1/16
Vantive	15 1/2	- 1/16
West Tel	17 1/4	- 1/4
As of close 11/30/99

How to: Download the address book in Outlook 2000.
 

HDI Tip of the Day
Service must strive to give the customer satisfactory performance that is commensurate with the price the customer pays while maintaining expenses in line with company profit objectives. Some organizations will place profits above customer satisfaction. However, as anyone who has been in the service business very long will recognize, the sequence is generally customer satisfaction first, which will then lead to profits. Satisfied customers are vital if a company is to have any business from which to profit. – After the Sale: How to Manage Product Service for Customer Satisfaction and Profit, by Joseph D. Patton and William H. Bleuel

 

Today's News

APAC Announces e-Commerce Customer Relationship Management Platform
APAC Customer Services, Inc. announced it has entered the e-Customer care marketplace with its e-Commerce customer relationship management (CRM) platform: e.PAC(TM). Based on open industry standards, e.PAC is a channel-independent platform that enables users to integrate a suite of Internet-based interaction capabilities such as collaboration, form sharing, web chat and voice over IP with traditional customer cares functions.

Xerox Scanning Group Standardizes on Right Now
RightNow Technologies announced that the Scanning & Capture Services group at Xerox Corporation has standardized on RightNow Web as its online customer support system. RightNow Web, which is now implemented at http://xerox.custhelp.com, provides Xerox scanner resellers and customers with responses to their customer support questions. The RightNow Web transaction log automatically records each incident, generates a ticket and assigns a support professional to resolve the item.

New This Week From Help Desk Online
We interview Peter McGarahan to catch up on the latest news at Help Desk 2000; Ben Stephens illustrates why "Providing Technical Support is More Than Just Knowing the Answer"; and Ronnie Johansen reveals what Sento Corporation has done in "Creating A World-Class Compensation Plan".

Royalblue Offers New ChangeManager
royalblue technologies has announced ChangeManager 5.1 which allows customers to migrate from ad-hoc service managements to a formal standard way. Prior to scheduling changes to equipment, royalblue ChangeManager allows users to analyze the impact of that change, assessing the extent and severity, and highlighting the users that will be affected. The product incorporates change and configuration management to enable the enterprise to manage and control Total Cost of Ownership (TCO) of IT assets, and to establish the business benefit provided by the IT function.

RealMarket Live!  New Topic Every Week

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

Astea Introduces Integration Connector for Accounting Products From Sage Software
Astea International Inc. announced the release of AllianceLink (TM) for MAS 90, a new addition to a family of middleware products designed to standardize integration of the Company's ServiceAlliance® CRM solutions with other enterprise applications. There are over 75,000 MAS 90 users. Earlier this month, Astea announced a similar integration for Sage's Acuity® suite of products for accounting, distribution and project accounting solutions.

Remedy Announces New Customers for eProcurement
Remedy® announced that Great-West Life & Annuity Insurance Company, Humana Inc., Mercer Consulting Group, and the KPMG National Technology Purchasing Organization have selected Remedy Purchasing@Work(TM) to provide their employees with worldwide access to online procurement. Remedy Purchasing@Work help organizations reduce the processing costs for Maintenance, Repairs, and Operations (MRO) procurement by shortening order and fulfillment cycles and reducing off-contract purchases from unapproved suppliers.

Clarify Partners With Knowledge Impact
Clarify Inc. and Knowledge Impact, a provider of Web-based knowledge portals and training solutions for enterprise applications, announced a partnership to provide end-user training to Clarify customers. Knowledge Impact is one of the country's largest training organizations dedicated to providing end-user training and knowledge support solutions for large scale enterprise systems. Together, the companies will co-develop training solutions for Clarify implementations.

Best Buy Enhances the In-Store Buying Experience
Calico announced that Best Buy Co., Inc. has implemented Calico eSales into its newly launched in-store configure-to-order computer kiosks at 354 Best Buy locations nationwide. Best Buy shoppers are already taking advantage of this personalized, guided-selling solution which enables them to assess their computer needs, explore their options and select and purchase customized systems in a completely flexible user-driven fashion.

eGain Communications Launches Operations in Australia, New Zealand and South East Asia
eGain(tm) Communications announced the launch of its operations in Australia, New Zealand and South East Asia. eGain's suite of integrated email and real-time Web collaboration solutions will help Pacific Rim companies manage increasing volumes of customer communications. The company has opened offices in Sydney and named Richard Meiklejohn as its Director for Australia, New Zealand and South-East Asia operations.

Prime Response Garners Financial Service Clients
Prime Response announces the addition of E*TRADE and Alliance & Leicester to the Company's roster of financial services-- who have chosen Prime Response's eMarketing automation solutions, Prime Vantage™ and Prime@Vantage.com™. Each company selected Prime Response to build customer loyalty through personalized, 1:1 marketing campaigns, to provide a competitive advantage and positively affect the bottom line.