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| Stock Ticker |
| LivePerson | 3.89 |  | 0.54 |
| CDC | 1.66 | | 0.05 |
| SupportSoft | 2.36 | | 0.06 |
| NetSuite | 11.84 | | 0.3 |
| ClickSoftware | 4.99 | | 0.09 |
| Sykes | 17.51 | | 0.28 |
| Teletech | 14.22 | | 0.2 |
| HP | 37.76 | | 0.53 |
| SPSS | 34.47 | | 0.22 |
| Epicor | 5.54 | | 0.02 |
| NICE | 23.48 | | 0.08 |
| Rainmaker | 1.33 | | 0 |
| Unica | 5.15 | | 0 |
| RightNow | 11.23 | | 0 |
| Amdocs | 21.86 | | 0 |
| Vignette | 13.05 | | 0 |
| Jacada | 2.2 | | 0 |
| Salesforce | 41.6 | | 0 |
| Interactive | 12.64 | | 0 |
| Tekelc | 17.05 | | 0 |
| Oracle | 20.85 | | 0 |
| Pegasystems | 26.58 | | 0 |
| Chordiant | 3.74 |  | -0.02 |
| ATG | 3.64 | | -0.02 |
| ICT | 8.29 | | -0.09 |
| NCR | 12.74 | | -0.14 |
| Convergys | 9.28 | | -0.13 |
| SAP | 41.49 | | -0.71 |
| APAC | 5.19 | | -0.21 |
| Astea | 2.58 | | -0.12 |
| eLoyalty | 7.7 | | -0.8 |
| Selectica | 0.36 | | -0.04 |
|
As of 4:00 p.m. on 6/12/09 |
|
 NEW IN CRM
News: SAP Retail Solution to Support Promotion Effectiveness
SAP introduced the SAP® Promotion Management for Retail 7.0 application, a software solution to provide the tools to help create sales promotions for retailers while enabling advertising staff to spend less time on manual tasks such as maintaining spreadsheets, re-keying information and editing hard copies of proofs multiple times. Campaign development is often an imprecise science: multiple departments are often involved, much of the effort is manual and error-prone, and frequently events do not align with financial plans and objectives. In addition, the need for multiple roll-outs targeting specific markets or regions adds another layer of complexity for retailers.(SAP
)
News: FCC Selects TeleTech to Support Digital TV Transition
TeleTech has been selected by the Federal Communications Commission (FCC) to assist consumers with the digital television transition across the country. With an estimated 3.1 million households still not ready for the DTV transition and 974 television stations nationwide yet to complete the digital television conversion, TeleTech Government Solutions has employed 4,000 temporary associates to provide telephone assistance with Digital TV (DTV) converter box installation and troubleshooting support prior to, and following, the June 12, 2009 conversion deadline.(Teletech
)
Article: The Contact Center’s Black Hole
Today's contact centers are far more complex than earlier call centers. Multichannel support requires greater proficiency in email, live chat, and Web service. Agents must handle a variety of different interactions and business transactions ranging from support to sales. Increasingly, agents are being called upon to make independent decisions when interacting with customers who demand a higher level of service. During a single transaction, an agent may have to access multiple software applications-a CRM application, CTI technology, accounts receivable, product catalog, knowledgebase, and more. Effective use of myriad applications has a direct impact on both the agent's productivity and the customer experience.(DestinationCRM
)
Article: Forget Customer Feedback!
Ever had a maitre’d, waiter or waitress saunter up to your table and ask the ubiquitous “How’s everything?” and even though you were unimpressed and under whelmed, you said “Fine?” Congratulations – you are not alone – and you have participated in one of the most meaningless efforts in modern business -- useless feedback solicitation. What the restaurant learned from your “Fine” is not only irrelevant; it’s probably an absolute lie. The front line employee thinks he or she has heard an accurate evaluation of the meal and service. The customer thinks he’s just given a generic greeting…sort of the other side of “Good morning, how are you?” And, management thinks they have another satisfied customer. (CustomerThink
)
News: TOA Technologies and Amdocs Partner for Enhanced Customer Care
TOA Technologies has formed a partnership with Amdocs to provide a customer care solution for the communications service industry. The offering will combine Amdocs' customer experience systems with TOA's on-demand software, ETAdirect. ETAdirect provides a platform for mobile workforce management to better handle the scheduling and management of appointments with customers, as well as all related pre- and post-appointment communications between the field workforce and customers awaiting service at home or elsewhere. (TOA
)
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