downloadable customer relationship management software for managing information on accounts, prospects, contacts, leads, sales opportunities, projects, marketing campaigns, and customer service, for click-on-access to phone numbers to make calls or to conference with others, for sending e-mails to individuals or groups of contacts, for click-on-case to instant messaging IDs to establish chat sessions, for automatically tracking call activity, for recording conversations and sharing them with others, for routing incoming calls to the most appropriate people and for delivering the appropriate information for that call from within the application, for enabling customers to check the status of service activities via the telephone, for leaving voice messages related to information managed in the service, for managing the configuration of the system using forms that collect answers to business question and use business rules to update the database tables that control the application, and for applications related to the foregoing

Application service provider (ASP) featuring customer relationship management software, namely, software for managing information on accounts, prospects, contacts, leads, sales opportunities, projects, marketing campaigns, and customer service, for click-on-access to phone numbers to make calls or to conference with others, for sending e-mails to individuals or groups of contacts, for click-on-case to instant messaging IDs to establish chat sessions, for automatically tracking call activity, for recording conversations and sharing them with others, for routing incoming calls to the most appropriate people and for delivering the appropriate information for that call from within the application, for enabling customers to check the status of service activities via the telephone, for leaving voice messages related to information managed in the service, and for managing the configuration of the system using forms that collect answers to business question and use business rules to update the database tables that control the application