| Stock Ticker |
| Intervoice | 8.14 |  | 1.47 |
| Salesforce | 67 | | 3.61 |
| eLoyalty | 5.23 | | 0.26 |
| Pegasystems | 14.32 | | 0.7 |
| ATG | 3.25 | | 0.15 |
| SAP | 54.19 | | 2.48 |
| Sykes | 19.45 | | 0.84 |
| Unica | 8 | | 0.34 |
| RightNow | 13.68 | | 0.57 |
| Nortel | 6.71 | | 0.28 |
| NCR | 26.06 | | 0.83 |
| Vignette | 12.79 | | 0.33 |
| ICT | 9.37 | | 0.23 |
| Tekelc | 14.82 | | 0.35 |
| Amdocs | 29.35 | | 0.63 |
| NICE | 27.63 | | 0.57 |
| HP | 42.34 | | 0.69 |
| NetSuite | 18.86 | | 0.3 |
| Chordiant | 5.05 | | 0.08 |
| Epicor | 7.01 | | 0.11 |
| ClickSoftware | 2.55 | | 0.03 |
| Oracle | 20.44 | | 0.19 |
| LivePerson | 2.52 | | 0.01 |
| CDC | 2.66 | | 0.01 |
| Teletech | 17.9 | | 0.04 |
| SPSS | 35.25 | | 0.08 |
| Rainmaker | 2.9 | | 0 |
| Interactive | 7.52 |  | -0.01 |
| SupportSoft | 3.29 | | -0.01 |
| Convergys | 13.92 | | -0.08 |
| Selectica | 1.2 | | -0.01 |
| Astea | 3.6 | | -0.04 |
| APAC | 1.21 | | -0.03 |
|
As of 4:00 p.m. on 7/16/08 |
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 "Our Take"
| | About
"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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8/14/06 - Stuck in the Phone Tree
At the annual SpeechTEK conference in New York last week, GetHuman announced an initiative to create new standards for telephone-based customer service. GetHuman is a free web site run by volunteers with information on how to get a human when stuck in the phone tree of over 400 companies.
The gethuman standard hopes to make it easier for consumers to deal with any company over the phone, through common sense standard ways that their systems should work. As part of this standard, the gethuman team is defining a gethuman "earcon" (auditory icon), which is a very brief set of tones that gethuman-compliant phone systems can use to announce to callers that they are gethuman compliant, and thus should work as expected. Microsoft and Nuance have jumped in and other companies are expected to join.
Some of the proposed GetHuman standards include always giving callers the option to queue for a human, with estimated wait times provided, and also offering a call back option. The proposal also requires that systems never make a caller repeat any information that they had already provided during the call, and that all companies provide a simple mechanism for callers to rate a call for the quality of service provided. What do you think of this industry initiative?
Gary Lemke, Publisher
(Share your thoughts)
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