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By Tischelle George SpaceWorks, a supplier of business-to-business E-commerce software, and ServiceSoft Technologies, a maker of Web-based customer-service products, said today they will integrate their products to provide an end-to-end E-commerce-customer service offering. Under the partnership, ServiceSoft's eCenter solution suite, which comprises a self-help knowledge database, E-mail response, and live customer interaction services, will be accessible through an upcoming version of SpaceWorks' OrderManager. The new version of OrderManager, which enables real-time pricing information, inventory checking, order submission, and product configuration over the Web, is expected to be released in the next three to four months. The integration of products will let customers using OrderManager communicate in real time with customer-service reps via E-mail, Web text chat, or voice over IP. "E-commerce has evolved into a customer-service environment," says Kim Willard, SpaceWorks marketing director. "Customer convenience and cost savings are driving the customer-relationship management market."
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