October 15, 1999

SpaceWorks, ServiceSoft Team On CRM Offering

By Tischelle George, InternetWeek

SpaceWorks, a supplier of business-to-business e-commercesoftware, and ServiceSoft Technologies, a maker of Web-based customer service products, said Thursday that 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," said Kim Willard, SpaceWorks' marketing director. "Customer convenience and cost savings are driving the customer relationship management market."

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