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RealMarket	200.37	-2.26%
Stock Index:	Tell me more
Dow Jones	11,160.10	-0.29%
Nasdaq	3,571.66	-2.36%
S&P500	1,403.17	-0.85%
APAC Tel	10	1 1/4
Applix	22 1/2	-2 1/16
Aspect Tel	32 11/16	-4 1/2
Astea	5 13/16	- 3/16
Broadbase	119 3/4	2
Calico	49 3/16	-3 9/16
Clarify	111 21/32	- 29/32
Convergys	29 3/4	- 1/8
Davox	22 3/16	13/16
eGain	47 1/2	-6 17/32
EIS Intl	5 1/4	5/8
Epiphany	201	2 5/8
eShare	9	- 3/8
Genesys	52 7/16	1/16
ICT Group	11 3/8	- 7/8
IMA	3 11/16	- 1/16
Inference	5 5/8	- 1/2
Inter-Intel	21	-2
InterVoice	18 15/16	9/32
Kana	175	-13
Mustang	16 1/2	23/32
Onyx	30	-2 7/8
Pegasystems	10 11/16	- 1/4
Peregrine	73 3/4	-7 7/8
Pivotal	44 3/4	-5
Precision	23 3/8	- 1/4
Primus	56 1/8	1/16
Remedy	43 1/16	-1 1/2
SalesLogix	40 5/8	-2 1/8
Siebel	85 5/8	- 3/4
Silknet	129 1/2	16
SITEL	6 15/16	0
Sykes	46 13/16	-2 5/16
Syntellect	2 11/16	- 1/16
Teletech	26 7/8	- 1/16
Vantive	16 3/8	- 1/8
West Tel	21	3/4
As of close 12/14/99

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HDI Tip of the Day
The key to effective improvement initiatives lies in listening to what’s happening within and outside the operation, identifying the operation’s strengths, weaknesses, opportunities, and threats –so called, SWOT analysis. That means listening to all elements in the value-added chain: suppliers, employees, the process, and customers. Simply taking internal measurements of the operation may tell us how efficiently we’re using our resources, but listening to customers is key to learning how effectively we’re applying our resources. Customer Surveying, A Guidebook for the Support Service Manager, Frederick C. Van Bennekom, Dr. B.A.

 

Today's News

Octane Announces New Internet Relationship Management Suite
Octane Software, Inc.(tm), announced Octane 2000(tm), its new Internet-based customer care suite providing service, sales, and marketing functionality for the Digital 1000(tm). Built with a new Internet application infrastructure, Octane 2000 enables companies to manage relationships between customers, partners, agents and other users over a variety of channels, including Web, email, chat, phone and fax. The new release incorporates application functionality and infrastructure to support business-to-business and business-to-consumer operations, including self- and assisted-service, order management, and campaign management. (Read More)

CompuCom Awarded Outstanding Outsourcer by SSPA
CompuCom Systems, Inc. announced it has received the STAR (Software Technical Assistance Recognition) Award from the Software Support Professionals Association (SSPA) in the "Outstanding Outsourcer" category. This marks the second straight year CompuCom has won the award. The STAR award recognizes outstanding accomplishments and superior performance in delivering technical support. Handling more than 50,000 calls per month, CompuCom's help desk offers single point-of-contact assistance for large groups of corporate technical staff and end users. (Read More)

cozone.com Uses Silknet eSales to Provide Personalized On-line Shopping Experiences
Silknet Software, Inc. announced that cozone.com, a wholly-owned Internet subsidiary of CompUSA Inc., is using Silknet eSales(TM) to implement a virtual sales assistant, ``Jill--the Notebook Advisor.'' Designed to help customers buy notebook computers on-line, cozone.com's Jill uses Silknet's Trusted Advisor(TM) technology to personalize interactions with customers and help them select the correct product. Silknet eSales is based on Trusted Advisor, the company's marketing and sales technology developed through years of research at MIT's Sloan School of Management. (Read More)

New This Week From Help Desk Online
Rebecca Braden Nordeman illustrates why managers must do more than simply "walk around and listen" if they want to know what is happening in their organizations; Barbara Czegel shows how a small business can use the internet to provide affordable support; and Char LaBounty looks at some of the pitfalls that can cause Service Level Management to fail. (Read More)

RealMarket Live!  New Topic Every Week

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

Broadbase to Acquire Rubric
Broadbase Software, Inc. announced that it has entered into a definitive agreement to acquire privately held Rubric, Inc., a provider of eMarketing Automation (eMA) applications. The Broadbase-Rubric combination represents a closed loop eMarketing solution to drive e-commerce. Broadbase’s analytics and understanding of customers will be used to drive marketing campaigns through Rubric eMA. Under the terms of the definitive agreement, Broadbase will issue approximately 3.6 million shares of its common stock to the shareholders of Rubric, or approximately 14.5% of the combined company on a fully diluted basis.

EGain Voice and eGain Inform Announced
eGain Communications announced it has added two customer communication channels-eGain Voice and eGain Inform-to its line of eCommerce customer communications solutions. Built on the eGain Commerce 2000 Platform, eGain Voice (Voice over IP) and eGain Inform (Web Self-Help) are integrated with eGain's other customer communications solutions-eGain Mail (email management), eGain Live (real-time Web collaboration) and eGain Campaign (outbound digital marketing).

Primus eService Software Enables Accrue Software Integrated Online Support
Primus announced that Accrue Software Inc. has selected Primus software products to deliver comprehensive customer support solutions. Accrue will be using Primus products to provide customer service personnel with the ability to leverage existing solutions and dynamically create new solutions when speaking with customers. Primus eService software also provides direct, 24x7 support via the company's extranet, allowing Accrue's customers the ability to bypass the support center entirely -- a time and cost savings for both customers and Accrue.

SAP Partners For Marketing Tools
SAP said it has entered into a partnership with Recognition Systems Group of the United Kingdom to add marketing-planning and campaign-management features to its customer-relationship management product line. SAP and Recognition Systems will jointly develop integration between SAP's enterprise resource planning package and Recognition's Protagon suite.

APAC Teams with Cisco
APAC Customer Services, Inc. (announced that it has collaborated with Cisco Systems, Inc. to provide the backbone of its new e-commerce customer relationship management (e-CRM) platform. With these three components integrated into APAC's existing call center infrastructure, APAC provides customers with a variety of choices for their Web-based interaction. Using Cisco Collaboration Server, APAC delivers collaborative "follow-me" browsing, form sharing and split screen comparisons.

Rockwell Unveils Media-Blending Technology
Rockwell Electronic Commerce introduced Contact Integration Manager, a media-independent skills-based routing solution for Rockwell Transcend and Spectrum® call center platforms. Contact Integration Manager (CIM) allows Rockwell EC customers to leverage the queuing, routing, reporting and desktop capabilities of Rockwell EC’s call center platforms for multimedia customer contacts

WhiteCap Voice Self-Service Systems Selected by Microsoft
WhiteCap Development Corporation, announced that Microsoft Corporation has implemented the WhiteCap native NT Integrated Voice Response (IVR) systems in its Corporate Help Desk, Telesales and Product Support Services departments. The WhiteCap systems offer 800 simultaneous callers real-time self-service technical support. The WhiteCap systems implemented at Microsoft service over 130 different applications and answer more than 48,000 phone calls per day. In the Product Support Services area, WhiteCap's IVR system validates the caller's account against a SQL database after WhiteCap facilitates an intelligent transfer of the call to provide a screen pop with caller information to the agent's desktop.