New E-Business Communications Technology Debuts

If two e-business service companies have their way, email may become a thing
of the past.

According to Allaire Corp., a provider of B2B software and services, has leveraged its ColdFusion application server to create
a communications vehicle that lets businesses manage and track online

The communications system, which is 100 percent browser-based and has no
software to download, blends inquiry management, messaging, data reporting
and personalized customer interfaces and distributes it on a subscription

The system is already in use at the Empire State Building in New York
City, where ServiceEngine manages, tracks and intelligently routes every
online customer
service, or “contact us,” inquiry, according to said Lydia Ruth,
director of public relations and Web customer service, Empire State

“Using ServiceEngine is much more efficient and personal than email, but
more difficult,” she said. “It helps manage the
entire process, so our time is spent more productively. I can even measure
our performance and satisfaction ratings in real-time, and make the
necessary adjustments, immediately.

“With the system, our visitors automatically get their own personal
mailbox, which manages and organizes all
their questions to us,” she added. “They can return to read our response
right on
our site and pick up where they left

Additionally, all data
points, including customer satisfaction
ratings, inquiry volume and company user performance, are time-stamped and
formatted into management reports.

“The ServiceEngine system is one of the
largest ColdFusion applications
currently deployed, and is capable of handling millions of transactions per
minute,” noted Jared D. Schulman, president and CEO for ServiceEngine.

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