The Customer Relationship Management Daily Report
"The Support Report"
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| APAC Tel | 5 3/16 | 5/8 |
| Applix | 16 | 1 3/8 |
| Aspect Tel | 37 15/16 | -2 1/16 |
| Astea | 2 25/32 | 1/32 |
| Broadbase | 98 | 5 1/8 |
| Calico | 69 3/16 | 3 9/16 |
| Clarify | 98 27/32 | - 1/2 |
| Convergys | 26 3/16 | 13/16 |
| Davox | 17 | -1 1/8 |
| eGain | 38 1/4 | 2 5/8 |
| EIS Intl | 4 3/16 | - 5/16 |
| Epiphany | 168 | -2 3/8 |
| eShare | 10 3/4 | 1/8 |
| Genesys | 50 | 17/32 |
| ICT Group | 8 3/4 | 1/2 |
| IMA | 3 17/32 | - 3/32 |
| Inference | 4 9/16 | 3/8 |
| Inter-Intel | 26 | 0 |
| InterVoice | 15 9/16 | - 5/16 |
| Kana | 169 | 5 5/8 |
| Mustang | 12 5/16 | 1/16 |
| Onyx | 33 1/16 | 1 3/16 |
| Pegasystems | 7 5/8 | - 1/8 |
| Peregrine | 78 15/16 | 16 |
| Pivotal | 44 | -1 1/8 |
| Precision | 19 1/4 | 1 1/8 |
| Primus | 43 3/4 | 1/8 |
| Remedy | 35 25/32 | -2 7/32 |
| SalesLogix | 29 1/4 | -3 3/8 |
| Siebel | 71 15/16 | 1 9/32 |
| Silknet | 86 1/2 | - 1/2 |
| SITEL | 5 3/4 | 1/8 |
| Sykes | 40 1/4 | - 3/4 |
| Syntellect | 2 1/2 | 1/4 |
| Teletech | 23 | 13/16 |
| Vantive | 15 15/16 | - 3/8 |
| West Tel | 17 13/16 | 2 5/16 |
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| As of close 11/24/99 | ||
How to: Use Solver in Excel 2000.
HDI Tip of the Day
Customer needs and the related service
support fall into two distinctly different categories: rapid-reaction,
time-driven support to corrective maintenance needs; and scheduled,
cost-driven service support for installation, changes, and preventative
maintenance actions. Both types of service should be planned in advance,
and good service managers try to proactively manage both categories. –
After the Sale: How to Manage Product Service for Customer Satisfaction
and Profit, by Joseph D. Patton and William H. Bleuel
| Today's News |
Associations Merge
Colorado Springs based Help Desk Institute and U.K. based Customer Service Management (CSM) Group, announced that they have merged to form the world's largest membership and subscription organization for customer service and support professionals. The new organization will focus on the needs of service and support professionals worldwide and operate as one company, ThinkService, Incorporated. ThinkService is developing “centers of excellence” to deliver training, certification, conferences, publications, support for vendor initiatives, and to meet the needs of members via local chapters and partners located on every continent in the world. Membership in the combined organizations exceeds 5,500 with thousands more involved in local chapter programs in North America. (Read More)
Santa’s Coming to Town at FaceTimewithSanta.com
“What do you want for Christmas?” This year thousands of children nationwide can share their Christmas lists with Santa without waiting in line with their parents at crowded, stuffy malls. Thanks to FaceTimewithSanta.com, the free Website sponsored by FaceTime Communications and CallTech Communications, children can simply sit down with their parents at a home or office computer to communicate in real-time with Santa, using the hot new communication format called instant messaging. Instant messaging enables two people friends, family, or consumers and e-tailers to communicate in real-time by typing their messages at a computer keyboard. Upwards of 120 million people use instant messaging to send hundreds of millions of messages every day.
Kana and Blue Pumpkin Partner
Blue Pumpkin Software and Kana Communications, Inc. announced a partnership agreement that calls for the companies to jointly market each company's products. The companies will also integrate their products to provide a solution that will help e-businesses schedule and manage their online customer communications workforce.
FollowUp.Net forms Strategic Alliances with Intel, IBM and HP
In three separate deals over six weeks, FollowUp.Net has signed relationships with Intel Online Services, IBM Small Business Solutions and Hewlett Packard. Each of these companies will offer a private-labeled, small scale version of FollowUp.Net's profiling and target marketing solutions to their E-commerce web site customers.
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Madritel Teams with Cosmocom and Siemens
Madritel Communicaciones S.A., Madrid’s optic fiber cable operator, announced that it has chosen CosmoCom, Inc. and Siemens Business Services to implement Spain’s first interactive customer care initiative. To do this, Madritel is utilizing CosmoCall Universe with Siemens’ Activy set-top box to enable Madritel’s cable subscribers to access live customer service directly from their television sets.
Rockwell Electronic Commerce Delivers to AirTouch Cellular
Rockwell Electronic Commerce announced AirTouch Cellular has deployed its LanAgent desktop solution and Spectrum® open systems platform for the company’s 1,400 + seat Bellevue, Washington, call center. The call center provides telephone sales and customer support for AirTouch subscribers in the northwest region. The Bellevue center brings to 9, the number of Rockwell equipped, AirTouch Cellular U.S. call centers.
Nortel, Clarify Merger Moving Forward
Nortel Networks and Clarify Inc. announced the early termination on November 23, 1999 of the waiting period imposed by the Hart-Scott-Rodino Antitrust Improvements Act of 1976 in connection with the acquisition of Clarify by Nortel Networks. On October 18, 1999, Nortel Networks and Clarify announced the entering into of a definitive merger agreement, whereby Nortel Networks will acquire Clarify, subject to certain customary conditions, including approval by the stockholders of Clarify and certain other regulatory filings and approvals. As previously disclosed, Nortel Networks and Clarify expect that the transaction will close in the first quarter of 2000.
SITEL Technology Services Announces New Director
SITEL Technology Services (STS), a business unit of Baltimore-based SITEL Corporation, the customer relationship management (CRM) services company, announced the appointment of Amy Franklin as Director of Operations, for its new Augusta call center. STS will provide support for the customers of high-technology manufacturing and services companies, and expects to eventually employ more than 500 people.
Brightware Appoints Three New Vice Presidents; Expands Offices
Brightware, Inc. announced the appointment of three new vice presidents. Cem Tanyel will head product development, Rick Hess will lead business development and Tracie Oliver will run human resources. Brightware also announced its expansion into the "Multimedia Gulch" area, opening a new office South of Market in San Francisco.
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