The site you mention is made by kayako
http://www.kayako.com/

The make SupportSuite, eSupport, and LiveResponse. Awesome software scripts actually. Many hosting companies use this big and small. It's one of the more popular out there. It has tons of features, and can handle tons of users. I have had a chance to use eSupport before and it is one of the best.

As for the similarities I do see it a little. Kayako has been around for a while though not sure how long for sure.