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Stock Index
RealMarket	204.29	3.91%
Stock Index:	Tell me more
Dow Jones	11,244.80	0.17%
Nasdaq	3,715.06	2.57%
S&P500	1,418.78	0.40%
APAC Tel	8 5/8	- 5/16
Applix	22 11/16	1/4
Aspect Tel	32 1/4	0
Astea	5 3/16	- 11/16
Broadbase	109 1/16	4 13/16
Calico	52 1/4	- 3/4
Clarify	114	1 15/16
Convergys	29 1/2	0
Davox	24	3
eGain	40 13/16	- 13/16
EIS Intl	5 23/32	15/32
Epiphany	219	22 1/2
eShare	15 7/8	7 9/16
Genesys	52 13/16	1/2
ICT Group	11	- 1/8
IMA	4	1/4
Inference	5 3/8	- 1/4
Inter-Intel	21 5/8	- 3/4
InterVoice	19 3/4	7/8
Kana	206 1/4	18 1/4
Mustang	16 1/8	1/8
Onyx	35 1/2	4 1/2
Pegasystems	9 1/8	- 13/16
Peregrine	79 7/8	4 3/8
Pivotal	41	1
Precision	25 7/16	- 9/16
Primus	54 5/8	1/2
Remedy	44 1/8	-1 3/8
SalesLogix	40 3/16	7/16
Siebel	85 1/16	4
Silknet	120 1/8	-3 1/8
SITEL	7	3/16
Sykes	43 15/16	-1 1/8
Syntellect	2 13/16	- 1/16
Teletech	27 15/16	13/16
Vantive	17 3/16	7/16
West Tel	20 1/8	- 3/8
As of close 12/16/99

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HDI Tip of the Day
Call Center Evaluation & Review: A current call center operation & its projected workload and structure would include the following:

 

Today's News

Peregrine Joins Forces with GoldMine
Peregrine Systems, Inc. and GoldMine Software Corporation announced an agreement that grants GoldMine worldwide master value-added reseller (VAR) status for a host of Peregrine products to be sold in combination with GoldMine's help desk software HEAT®, sales force automation (SFA) and CRM solutions. The partnership includes joint marketing activities between Peregrine Systems and GoldMine and permits GoldMine's more than 2,000 VAR partners, who have been certified on HEAT, to resell Peregrine Systems products. Under terms of the VAR agreement, GoldMine will distribute a subset of Peregrine Systems InfraCenter(TM) for Workgroups, focused on asset management for the mid-range market. Peregrine Systems will also take a minority equity position in GoldMine. (Read More)

ServiceWare and Clarify Partner to Deliver Enhanced Knowledge Management Solutions for the Front Office
Clarify has chosen ServiceWare's knowledge management products for integration with its Clarify eFrontOffice suite. The integration of these two products will enable companies to more effectively capture, contribute, manage and use customer knowledge throughout the enterprise Future integration between ServiceWare's rightanswers.com, and Clarify eFrontOffice will give users a solution for online customer support and knowledge management via the web. The integrated solution will provide users of Clarify eFrontOffice multi-vendor content that is easily accessible and searchable. (Read More)

Synchrony and Creative Good Help Clients the Customer Experience Gap
Synchrony Communications Inc. and Creative Good, a Web customer experience strategy consulting and research firm, have teamed up to help clients avoid many of the pitfalls of building and sustaining online businesses. According to a study conducted by Creative Good and co-branded and distributed by Synchrony, even the most well-known and respected e-businesses have a lot to learn about creating and sustaining a positive customer experience, especially in times of peak demand. The "Holiday '99 E-Commerce" report found that 39 percent of test shoppers at 10 leading online retailers were unable to complete transactions due to poor site design and inadequate customer relationship management resources. This rate of failure translates into a $6 billion loss of potential revenues this holiday season. (Read More)

Reynolds and Reynolds Recognized for Superior Customer Support
The Reynolds and Reynolds Company's (ability to provide customer service while fielding more than 100,000 service calls a month has been recognized with a STAR (Software Technical Assistance Recognition) Award from the Software Support Professionals Association (SSPA). Reynolds' award in the High Volume category was received at a gala ceremony held at the SSPA's Horizons 2000 conference site in Monterey. Reynolds and the 14 other companies recognized in various categories as STAR Award winners were chosen by a peer group made up of SSPA Advisory Board members. (Read More)

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Ask Jeeves Provides Online Gift-Buying Guidance
Ask Jeeves, Inc. has developed a shopping area on Ask.com devoted to making online holiday gift-buying easy. Users unsure of where to go or what to buy this holiday season can go to Ask.com to get answers to shopping-related questions, ranging from "Where can I compare prices for toys and games?" to "Where can I find gift ideas and suggestions for a hostess?" to "What do I need to know about shopping on the Internet?" The holiday shopping area at Ask.com lets shoppers check off each item on their shopping list. From price comparisons, to product reviews, to great gift ideas for any member of the family, holiday shoppers can use Ask Jeeves to get the information they need to make an informed purchase.

United Airlines Deploys Quintus' CallCenterQ
Quintus Corporation announced that United Airlines has deployed a customized version of Quintus CallCenterQ(TM) software as a component of the airline's efforts to increase customer satisfaction. Quintus and United Airlines collaborated to develop a packaged solution uniquely tailored to the needs of the airline's Customer Relations Department at its World Headquarters in Chicago. The system will help United respond to customer inquiries quickly and efficiently and identify overall customer concern trends.

Marketing Solutions Provider Chooses Davox Technology
Davox Corporation announced that VSI Holdings, Inc., a technology-based provider of marketing solutions, will deploy Davox's Allbound(tm) customer interaction management technology. Visual Services, Inc. (VSI), the marketing services subsidiary for VSI Holdings, Inc., will implement Davox's outbound and blended contact center solutions to enhance its ability to provide customers with a full range of marketing services.

Millennium Teleservices Extends Reach With Aspect Customer Relationship Portal
Aspect Communications Corporation announced that Millennium Teleservices® has selected the Aspect® Customer Relationship Portal to support its service capabilities. Millennium Teleservices, a direct marketing solutions provider, developed Web-enabling services to incorporate inbound and outbound calling capabilities, live Web-based chat, e-mail, callback, and voice over IP into one service solution for its customer base--which includes both Fortune 1000 corporations as well as newly launched Internet companies. The company plans to implement the Aspect Portal at its new Web center in Logan, West Virginia in the next 60 days.

FirstSense Helps AirTouch Perform
FirstSense announced that AirTouch Communications, Inc., a subsidiary of Vodafone AirTouch has selected FirstSense Enterprise to monitor and analyze the performance of its Oracle Financials and intranet applications. Implemented last year, AirTouch began to experience performance issues with its Oracle Financials applications as the company approached the target of more than 1,000 Web-based users. Because these performance issues were affecting the company's ability to meet its business goals, AirTouch implemented FirstSense. FirstSense enables their IT group to proactively address performance issues before they significantly impact business users.

APAC Customer Services Forms Subsidiary to Focus on CRM Solutions
APAC Customer Services, Inc. announced the formation of a wholly owned subsidiary, CustomerAssistance.com, Inc. The new entity will focus on developing and deploying a suite of electronic customer relationship management (e-CRM) products and services including infrastructure, front-office and back-office solutions. In a related announcement, APAC announced that CustomerAssistance.com has entered into an alliance with Whittman-Hart, a provider of e-business solutions for fast-growing and middle-market companies.

DataSage Announces Third Round Funding
DataSage®, Inc., the player in Individualized Internet Marketing (I-Marketing) software, announced it has received $23.5 million in mezzanine funding from new private capital as well as original investors. This deal, led by QuestMark Partners, brings DataSage’s total raised capital to well over $33 million. The company’s netCustomer™ software leverages terabytes of click-stream data to let e-marketers track consumer activity, personalize their Web sites in real time, and drive targeted e-mail campaigns. DataSage customers include Amazon.com, Outpost.com, Tickets.com, Drugstore.com, and over 30 other e-commerce leaders.