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| Stock Ticker |
| Astea | 2.69 |  | 0.39 |
| Rainmaker | 1.12 | | 0.05 |
| NetSuite | 11.2 | | 0.3 |
| Convergys | 9.87 | | 0.16 |
| ICT | 7.49 | | 0.12 |
| Pegasystems | 25.02 | | 0.38 |
| eLoyalty | 7.15 | | 0.08 |
| LivePerson | 3.17 | | 0.02 |
| NICE | 23.22 | | 0.07 |
| ATG | 3.44 | | 0.01 |
| SAP | 40.02 | | 0.07 |
| Unica | 4.68 | | 0 |
| Jacada | 2.36 | | 0 |
| HP | 34.99 |  | -0.04 |
| Interactive | 11 | | -0.02 |
| Epicor | 5.39 | | -0.03 |
| Amdocs | 20.58 | | -0.12 |
| RightNow | 8.05 | | -0.07 |
| Salesforce | 40.87 | | -0.4 |
| Oracle | 18.38 | | -0.18 |
| Vignette | 12.21 | | -0.16 |
| SupportSoft | 2.1 | | -0.03 |
| Tekelc | 16.35 | | -0.24 |
| SPSS | 32.53 | | -0.5 |
| ClickSoftware | 4.35 | | -0.07 |
| Chordiant | 3.07 | | -0.07 |
| APAC | 5.71 | | -0.19 |
| Selectica | 0.43 | | -0.02 |
| NCR | 10.65 | | -0.5 |
| Sykes | 17.07 | | -0.84 |
| CDC | 1.33 | | -0.14 |
| Teletech | 10.51 | | -1.49 |
|
As of 3:59 p.m. on 5/12/09 |
|
 NEW IN CRM
News: Salesforce.com Sets Sail for Success With Summer '09
Salesforce.com announced Summer '09, the company's 29th generation release. Some of the new features include: 1) Real Time Partner Collaboration allowing service agents to collaborate with third party service partners; 2) Case Workflow Optimization so customer service agents will be able to automatically trigger an email alert to the appropriate person based on a change in the comments section of a case, and; 3) Community Management Tools for companies with multiple communities to serve a diverse set of audiences. (Salesforce
)
News: European Cable TV Provider Selects Iontas
One of Europe’s largest cable TV providers has purchased 5,000 licenses of the Iontas Event Focus software. The company chose Iontas Event Focus to help it comply with the Payment Card Industry’s Data Security Standard (PCI DSS) by masking the credit cards numbers onscreen of its nine million customers. Iontas’ Focus software suite gives companies the ability to understand exactly how employees use their various software applications to do their day-to-day jobs so they can improve business processes and resource allocation. (Iontas
)
Article: Workforce Optimization Rises Above the Recession
Regardless of who’s conducting the research, the message seems clear: The workforce optimization (WFO) space continues to grow despite the effect of the recession on many companies’ technology investments. DMG Consulting forecasts 2008 revenue figures for WFO to exceed $2.5 billion. Gartner predicts the sector’s revenues will have a compound annual growth rate (CAGR) of 9.3 percent through 2011, while Datamonitor places its CAGR at 10.3 percent through 2013. Gartner analysts Michael Maoz and Jim Davies wrote that, by 2011, 20 percent of Global 100 businesses will begin to dismantle their traditional contact centers and move to an increasingly distributed model in part because WFO will have made “the need for the agent to be physically located near a supervisor increasingly less important.”(DestinationCRM
)
Article: Is it Time to Bend Your Customer Loyalty Program?
The Royal’s had expected to retain 90% of their season-ticket holders; but the economy is wreaking havoc on their goal as the real number is coming in at about 75%. According to Mark Tilson, Royals VP of Marketing. The Royals are bending the golden rule of season-ticket sales, which awards the best seats to those with unbroken longevity. Long-time holders who bowed out of Kauffman Stadium this year can retain their priority status for 2010 by going to as few as 12 games in 2009.(CustomerThink
)
News: Quantivo Expands Offering with Multi-Event Behavioral Analytics
Quantivo has extended its service offering to support the interactive discovery of behavioral patterns that span multiple events, across large datasets. Companies can understand how customers respond to multiple transactions and programs, over multiple visits and across any time span. This multi-event analysis offers a view of customer behavior and the combination of events that lead to purchases, web registrations, ad clicks, up-sells and more. (Quantivo
)
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