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RealMarket	167.48	-2.78%
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Dow Jones	10,998.30	1.11%
Nasdaq	3,353.71	0.53%
S&P500	1,397.72	0.62%
APAC Tel	6 1/8	5/16
Applix	18 3/4	15/16
Aspect Tel	34	0
Astea	4 7/32	11/32
Broadbase	81 1/8	-5 3/4
Calico	63 1/2	3 1/2
Clarify	94 15/16	1 3/4
Convergys	25 1/4	-2 1/16
Davox	17 1/8	11/16
eGain	41 3/8	0
EIS Intl	4 3/8	1/8
Epiphany	149 7/8	-19 9/16
eShare	9 1/8	1/4
Genesys	51 7/8	9/16
ICT Group	11 1/2	- 5/8
IMA	4	- 1/32
Inference	4 3/8	- 1/4
Inter-Intel	27 5/8	- 3/8
InterVoice	14 15/16	- 3/32
Kana	145 3/4	-2 1/8
Mustang	10 7/8	- 3/4
Onyx	33	3/4
Pegasystems	7 7/16	- 3/16
Peregrine	65 7/8	-5 3/16
Pivotal	40 3/4	1 7/8
Precision	20 7/8	- 7/8
Primus	43 1/2	-4 1/2
Remedy	35 7/8	1
SalesLogix	28 5/8	- 1/8
Siebel	68 3/8	-2 3/16
Silknet	88 3/16	- 1/16
SITEL	6	1/16
Sykes	41 1/2	1 9/16
Syntellect	2 7/16	1/4
Teletech	21 1/2	- 1/8
Vantive	15 3/8	- 1/8
West Tel	16 7/8	- 3/8
As of close 12/1/99

How to: Test a workflow in SAP's R/3 (4.0B).
 

HDI Tip of the Day
Service organizations should research their competitors’ strengths and weaknesses. Carefully and then identify areas of need not being adequately met by competing organizations. – After the Sale: How to Manage Product Service for Customer Satisfaction and Profit, by Joseph D. Patton and William H. Bleuel

 

Today's News

ScanSoft, Inc. Selects Servicesoft Web Advisor and E-mailContact
Servicesoft Technologies, Inc. announced that ScanSoft, Inc., a provider of digital imaging and optical character recognition (OCR) software, has adopted Servicesoft's Web Advisor(R) and E-mailContact(tm), two components of Servicesoft's eCenter(tm) suite. The implementation of Servicesoft's solution will help ScanSoft to meet it's goal to reduce direct call contact to its technical support centers by 20 to 30%. Customers visiting ScanSoft's Web site for support will automatically receive a list of answers that are ranked in order of how likely they are to address each issue, along with the option of sending an e-mail that contains a log of the on-line session to our technical support department for further assistance. (Read More)

Self-Service for IBM Personal Systems Group Customers Available in 15 Languages
Lionbridge Technologies, Inc. announced that it has been selected by the IBM Personal Systems Group to produce and manage multilingual versions of its eSupport Web site. Lionbridge has created a process-driven, technology-enhanced solution based on its new LionTrack workflow system that will automatically manage many of the processes associated with maintaining the Personal Systems Group customer support knowledge base in multiple languages.

Alliance & Leichester To Drive Marketing with Prime Response
Prime Response announced that Alliance & Leicester, a financial services organization in the UK, has selected its Prime@Vantage™ eMarketing automation software to manage the targeting and measurement of its marketing communications. Alliance & Leicester will deploy Prime@Vantage within its Customer Relationship Management Program, enabling the company to deliver targeted, financial services solutions, based on detailed information on customer behavior and requirements.

Avis Rent A Car Selects Blue Pumpkin
Blue Pumpkin Software announced that Avis Rent A Car has selected Blue Pumpkin’s PrimeTime workforce management software to schedule rental agents at 10 of their national airport locations. Avis’ decision to use a software program designed for call centers exemplifies PrimeTime’s adaptability to various businesses and situations.

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

Remedy and Partners Invest in Integrating Their Business Applications
Remedy® Corporation announced the expansion of its Remedy Product Partner(TM) Program to include certification executed by Product Quality Partners (Quality Partners), Inc. The certification program is designed to validate the integration of third party products with Remedy applications. The certification lab is another way for Remedy to ensure customer investment protection. By validating the integrated solution in a third party laboratory, designed to represent a customer environment, Remedy can assure customers their integrations will run smoothly.

Former GeoCities COO Joins SalesLogix Board
SalesLogix Corporation announced that Stephen L. Hansen, CEO of Tonos.com, has joined its Board of Directors. Hansen, formerly COO and CFO at GeoCities, was responsible for planning and directing all worldwide financial, strategic and administrative affairs for the personal web page publisher owned by Yahoo!

Bridge 99 for IT Support
Kemma Software announces Bridge 99, a help desk, call tracking, and issue tracking software for IT managers looking for tracking and resolving problems. The Web interface component now enables unlimited users to access many existing features by integrating the ease of remote accessibility and the absence of client installation. Using a standard Web browser, users are easily able to add and update issues, view hotlists, see lists of issues assigned to them or reported by them, and access the knowledge base.

Promptu Secures Venture Capital
Promptu, a provider of web-based solutions for connecting marketing with the field, announced that the company received $5 million in Series A funding, including investments from Discovery Ventures and Trinity Ventures. Recent additions to Promptu'ss customer base include 3Com, Dionex and Pervasive Software.

Unica Receives Venture Financing
Unica announced that it has secured a $6.75 million investment led by Summit Accelerator Fund, L.P. with participation from JMI Equity Fund, L.P.. Unica is providing electronic Customer Relationship Management (eCRM) and Enterprise Marketing Automation (EMA) solutions for Internet and traditional marketing channels.