Computer software for customer relationship management (CRM); Computer software for business process management (BPM); Computer software for creating, maintaining and linking databases of information relating to customers, suppliers and other business contacts; Computer software for managing customer service requests; Computer software for routing customer inquiries to the appropriate personnel and for prioritizing the work resulting from such inquiries; Computer software for automatically retrieving and analyzing information required to respond to customer inquiries; Computer software for automatically generating communications in response to customer inquiries; Computer software for resolving customer-related issues by reference to appropriate business rules; Computer software for managing telephone call centers; Computer software for integrating customer data and contact information from a variety of different sources; Computer software for business workflow automation