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Dear Quote.com Subscribers,
We've just passed the 90 day milestone since acquiring the assets of Quote.com from Lycos (Announcement). It's been a very informative and positive first 90 days. We openly solicited feedback from users and received a wealth of valuable information (mostly from QCharts users). In summary, here's what you’ve told us so far:
Positives:
• Users love the QCharts interface and charting capabilities.
• Users love the extended history available.
• Users also really like Hot Lists and Sector breakdowns.
Areas of Improvement:
• Improve the reliability of the network – don’t make me find a good server!
• Improve the speed and quality of the data
• Improve the stability of the software
• Add content like Forex, NYMEX miNY's, etc
• Improve the Technical Support and available documentation
Product Outlook
Based on this feedback, we are actively working on a version of QCharts that will integrate with the eSignal Network.
Phase 1
Led by longtime QCharts programmer, Mike Condra, development is already underway to integrate the QCharts application with the eSignal Data Manager. Once completed, this will allow people to use the QCharts interface while connecting to the eSignal Network. At that stage, customers will have the choice of what network to use and will have the option of waiting until Phase 2 if that better suits their needs. Look for this release to be ready in Fall '06.
Phase 2
In Phase 2, we will incorporate the key and unique QCharts features into the eSignal infrastructure. This includes migrating the intraday history data, supporting market stats like New Highs/New Lows, Put/Call Ratios, etc. We also expect to be able to support additional Exchanges and greatly improve the handling of Corporate Actions. For the first time, QCharts users will get access to FOREX data, NYMEX miNY contracts, and a number of International Exchanges. Look for this release by Spring '07.
In terms of LiveCharts, we will look to migrate the back-end source of the data to eSignal servers in conjunction with Phase 2 as is described above.
Service and Support Changes:
Once again, based on the feedback collected, we have initiated a number of changes in terms of Service and Support for QCharts and LiveCharts users.
First off, we are moving the Support Operation from the East Coast to our Hayward, CA facility. We’ve expanded and trained a new team in Hayward that will be dedicated to handling all Technical Support inquiries for QCharts. We’ve also trained a number of Customer Service Representatives on the Quote.com billing system.
Overall, users will have more than twice the amount of support staff available to them as exists today. Initially, calls to the existing QCharts Support Dept at 781-687-8544 will be automatically forwarded. As of Tuesday, June 20th, 2006, you may also reach us directly at 510-785-1254.
Please continue to use the existing Quote.com email forms to email us. All emails are being routed to our internal email handling system and will be assigned to appropriately trained staff.
We have also created new KnowledgeBase (KB) portals for both LiveCharts and QCharts. This will provide a dynamic and central repository for all documentation, support materials, symbol formats, etc. New information can be posted in minutes and users can either browse by category or search by keywords and phrases. The new KB’s will replace the existing Help files on the website and will become an integral part of our plans to improve communication and documentation to all users going forward.
We’ve also established this Forum on eSignal Central for issues pertaining to QCharts and LiveCharts. You’ll see many familiar names here as well as responses from Technical Support and our new QCharts Product Manager, Jay Frank. Join in on the conversation soon!
Looking ahead, we have many exciting changes in store for users. In conjunction with Phase 2 of the product plan, we will introduce all of the following service enhancements:
• Expanded support hours. Support is now available from 9am to 5pm ET. We will expand that support to match the eSignal US support hours (8 am to 7:30 pm ET) once the products run off the eSignal Network.
• Live Web-based training on QCharts for new and existing Subscribers. We will also record and archive the training so it is available to view 24 hours a day.
• Real-time Chat for both LiveCharts and QCharts users. Chat is a great way to get immediate help with quick questions or get help in finding information within our KB or web support site.
• Conversion of accounts and billing into the eSignal Customer Management System. By doing so, users will have access to their billing history on-line and we’ll be able to improve the way we notify users of important changes and also offer them special promotions.
As you can see, we have been listening! We want to thank users again for all the feedback and comments we’ve received over the past 90 days. It’s really helped us focus on what’s most important to the majority of users, and we’ve used that information to formulate our near-term plans. Please continue to use this Forum to give us your input or send your ideas directly to our QCharts Product Development Team at [email protected]
Sincerely,
Scott Johnson
VP, Client Services
We've just passed the 90 day milestone since acquiring the assets of Quote.com from Lycos (Announcement). It's been a very informative and positive first 90 days. We openly solicited feedback from users and received a wealth of valuable information (mostly from QCharts users). In summary, here's what you’ve told us so far:
Positives:
• Users love the QCharts interface and charting capabilities.
• Users love the extended history available.
• Users also really like Hot Lists and Sector breakdowns.
Areas of Improvement:
• Improve the reliability of the network – don’t make me find a good server!
• Improve the speed and quality of the data
• Improve the stability of the software
• Add content like Forex, NYMEX miNY's, etc
• Improve the Technical Support and available documentation
Product Outlook
Based on this feedback, we are actively working on a version of QCharts that will integrate with the eSignal Network.
Phase 1
Led by longtime QCharts programmer, Mike Condra, development is already underway to integrate the QCharts application with the eSignal Data Manager. Once completed, this will allow people to use the QCharts interface while connecting to the eSignal Network. At that stage, customers will have the choice of what network to use and will have the option of waiting until Phase 2 if that better suits their needs. Look for this release to be ready in Fall '06.
Phase 2
In Phase 2, we will incorporate the key and unique QCharts features into the eSignal infrastructure. This includes migrating the intraday history data, supporting market stats like New Highs/New Lows, Put/Call Ratios, etc. We also expect to be able to support additional Exchanges and greatly improve the handling of Corporate Actions. For the first time, QCharts users will get access to FOREX data, NYMEX miNY contracts, and a number of International Exchanges. Look for this release by Spring '07.
In terms of LiveCharts, we will look to migrate the back-end source of the data to eSignal servers in conjunction with Phase 2 as is described above.
Service and Support Changes:
Once again, based on the feedback collected, we have initiated a number of changes in terms of Service and Support for QCharts and LiveCharts users.
First off, we are moving the Support Operation from the East Coast to our Hayward, CA facility. We’ve expanded and trained a new team in Hayward that will be dedicated to handling all Technical Support inquiries for QCharts. We’ve also trained a number of Customer Service Representatives on the Quote.com billing system.
Overall, users will have more than twice the amount of support staff available to them as exists today. Initially, calls to the existing QCharts Support Dept at 781-687-8544 will be automatically forwarded. As of Tuesday, June 20th, 2006, you may also reach us directly at 510-785-1254.
Please continue to use the existing Quote.com email forms to email us. All emails are being routed to our internal email handling system and will be assigned to appropriately trained staff.
We have also created new KnowledgeBase (KB) portals for both LiveCharts and QCharts. This will provide a dynamic and central repository for all documentation, support materials, symbol formats, etc. New information can be posted in minutes and users can either browse by category or search by keywords and phrases. The new KB’s will replace the existing Help files on the website and will become an integral part of our plans to improve communication and documentation to all users going forward.
We’ve also established this Forum on eSignal Central for issues pertaining to QCharts and LiveCharts. You’ll see many familiar names here as well as responses from Technical Support and our new QCharts Product Manager, Jay Frank. Join in on the conversation soon!
Looking ahead, we have many exciting changes in store for users. In conjunction with Phase 2 of the product plan, we will introduce all of the following service enhancements:
• Expanded support hours. Support is now available from 9am to 5pm ET. We will expand that support to match the eSignal US support hours (8 am to 7:30 pm ET) once the products run off the eSignal Network.
• Live Web-based training on QCharts for new and existing Subscribers. We will also record and archive the training so it is available to view 24 hours a day.
• Real-time Chat for both LiveCharts and QCharts users. Chat is a great way to get immediate help with quick questions or get help in finding information within our KB or web support site.
• Conversion of accounts and billing into the eSignal Customer Management System. By doing so, users will have access to their billing history on-line and we’ll be able to improve the way we notify users of important changes and also offer them special promotions.
As you can see, we have been listening! We want to thank users again for all the feedback and comments we’ve received over the past 90 days. It’s really helped us focus on what’s most important to the majority of users, and we’ve used that information to formulate our near-term plans. Please continue to use this Forum to give us your input or send your ideas directly to our QCharts Product Development Team at [email protected]
Sincerely,
Scott Johnson
VP, Client Services
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