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RealMarket	201.01	3.56%
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APAC Tel	8	3/4
Applix	24 1/16	9/16
Aspect Tel	38 1/8	1 1/8
Astea	5 1/2	3/4
Broadbase	97	5
Calico	56 3/8	1 3/16
Clarify	111 3/8	7
Convergys	30	1 1/4
Davox	21	- 11/16
eGain	54 3/8	5/8
EIS Intl	4 3/4	9/16
Epiphany	178 1/2	-1 1/2
eShare	9 7/8	- 3/16
Genesys	51 15/16	- 5/16
ICT Group	10 7/8	1/4
IMA	3 5/8	- 1/8
Inference	6	0
Inter-Intel	24 1/8	-2
InterVoice	16 3/16	1
Kana	188	-7
Mustang	15 11/16	3 11/16
Onyx	32 1/2	- 1/2
Pegasystems	11	- 11/16
Peregrine	81 7/8	-2 1/2
Pivotal	54 7/8	-2 1/8
Precision	23 9/16	11/16
Primus	55 15/16	4 5/16
Remedy	44 11/16	3/16
SalesLogix	39	-3 3/8
Siebel	84 7/8	9
Silknet	107 1/8	2 1/8
SITEL	7 1/4	5/8
Sykes	49 15/16	5/32
Syntellect	2 7/8	- 5/16
Teletech	26 3/4	1 11/16
Vantive	15 3/4	1/8
West Tel	19 3/4	3/8
As of close 12/10/99

How to: Create a shipping condition in SAP's R/3 (4.0B)
 

HDI Tip of the Day
In these customer-focused times, most businesses strive to “get close to the customer” or to help articulate the “voice of the customer”. These are goals than can only be achieved by listening to your customers, and surveys are a valuable listening tool. Customer Surveying, A Guidebook for the Support Service Manager, Frederick C. Van Bennekom, Dr. B.A.

 

Today's News

e-Business or e-Limination
David Fowler, VP of Marketing at Silknet Software, shares case studies from SprintPCS, Priceline.com and cozone.com. David examines how each company has successfully used web technologies to integrate web-based marketing, sales and service with their physical world counterparts to provide a superior customer experience. Listen Now to the RealMarket Live! Webcast.

Lucent Technologies CRM Solutions Team Wins SSPA Star Award
Lucent Technologies announced it has been recognized by the Software Support Professionals Association (SSPA) with the organization's STAR Award. The STAR Award recognizes outstanding accomplishments and superior performance in the delivery of technical support to customers. The SSPA honored Lucent's Customer Relationship Management (CRM) Solutions Group for its support of the company's Mosaix Predictive Dialing System(tm) customers. (Read More)

Customer Contact Management Platform From Rockwell EC
Signaling a shift from the traditional telecom customer contact environment to the multimedia data environment, Rockwell Electronic Commerce, announced the availability of 3CS release 2.0, an open systems operating platform for customer contact and e-commerce applications. 3CS moves beyond managing voice, web, e-mail and fax interactions, by allowing a company to create the business rules and applications that govern their unique customer interaction and e-commerce strategies.

Eggrock and Onyx Announce Implementation of Web-based CRM Solution
Eggrock Partners and Onyx Software announced the successful implementation of a suite of hosted and supported Web-based customer relationship management tools for DataSage, a provider of Individualized Internet Marketing (I-Marketing) solutions. Through Eggrock's Onyx-based eCo-Share Customer Relationship Management (eCRM) application, DataSage is centralizing its customer relationship management processes in an effort to better understand its customers and more effectively reach its target market.

RealMarket Live!  New Topic Every Week

eBusiness or eLimination Speaker: David Fowler, Silknet Software Listen Now - Ready when you are!

Genesys Introduces Reporting to Analyze Contact Center Efficiency and Performance
Genesys Telecommunications Laboratories, Inc. announced the introduction of CC Analyzer, A historical reporting application for customer contact centers. Genesys' CC Analyzer collects, manages and delivers contact center information such as agent performance statistics and customer treatment patterns to provide 'out-of-box' and custom reports for contact center management. CC Analyzer offers businesses and contact center managers the ability to analyze contact center efficiency and make adjustments to improve overall performance.

Siebel Spins Out Sales.com
Sales.com, Inc. became an independent, private company. Formerly a wholly-owned subsidiary of Siebel Systems, Inc., Sales.com recently secured $27 million in private financing from Sequoia Capital, U.S. Venture Partners, and Siebel Systems. Operating as an application service provider, Sales.com plans to use this financing to penetrate the market for online sales professionals.

TexSYS RD Launches its CRM Practice
TexSYS RD, a software integration company, has acquired Phoenix-based Camisa Technologies, Incorporated. Terms of the acquisition were not disclosed. TexSYS RD Corporation’s acquisition of Camisa Technologies launches the front office national practice, TexSYS Customer Relationship Management, and represents TexSYS’ effort to adding a suite of front office products offerings to its suite of back office products.

Chapman Group and Data Tectonics Launch Strategic Account Profiler
The Chapman Group (TCG) together with partner, Data Tectonics, Inc., announced the release of its automated major account management solution, STRATEGIC ACCOUNT PROFILER 2.0. STRATEGIC ACCOUNT PROFILER 2.0 is designed around a combination of relationship profiling, opportunity qualification, strategy development, Hi-Value Activity management, sales and marketing automation, knowledge management and key account management.

Quintus Announces Alliance With Lipstream
Quintus plans to integrate Lipstream's live Internet voice service with Quintus WebCenter(TM), an integrated set of software for delivering Web-based sales and service. Quintus WebCenter is part of the Quintus eContact(TM) Suite, a solution that allows companies to provide service across a broad range of communication channels, including the Internet, email and the telephone.

Peregrine Systems(R) Announces E-Procurement Catalog Partners
Peregrine Systems, Inc. announced it has signed agreements with several e-Procurement and lifecycle service suppliers to link catalog, purchase order and other critical e-Commerce information with its Get.Resources! e-Procurement application. Get.Resources! is an e-Procurement solution that allows organizations to use the procurement process as the first step in managing organizational assets. Get.Resources! allows businesses to evaluate total lifecycle costs, not just the initial purchase price, of their assets.

Attune Expands Board
Attune, Inc. announced it has named advertising veteran Jim Thompson to its Board of Directors. Mr. Thompson is executive vice president, managing director of Leo Burnett USA and a member of the Board of Directors of Leo Burnett, Inc. This announcement comes on the heels of Attune's completion of its second round of private funding, which raised more than $8M.

Lionbridge and Radiant Knowledge Partner
Lionbridge Technologies, Inc. announced a partnership with Radiant Knowledge Systems, a provider of eLearning content to the information technology industry. Together the companies will provide a solution for delivery of multilingual sales, marketing, and technical education curricula for the web, multi-media and instructor-led delivery.

ACS and Applix Form Partnership
ACS announced an alliance with Applix Inc. to advance ACS' set of Internet and E-Commerce solutions. By partnering with Applix, ACS is able to offer the Applix iEnterprise web-based customer care application for the delivery of Customer Relationship Management (CRM) solutions. This alliance includes the ability to support multiple business arrangements, including full service outsourcing, client site insourcing, and a network based shared application approach.