Abstract: When a user visits a website in response to selecting an advertisement, information about the user and/or about the user's visit to the website can be obtained. During the user's visit to the website, a tracking phone number can be displayed. If the user calls the tracking phone number to complete a purchase, an identifier can be embedded in the phone call. A system that handles the phone call can extract the identifier and use it to uniquely associate the phone call with the information obtained about the user's online activity. The system can also use the identifier to obtain the information so it can be used to customize the routing and/or handling of the phone call. The information may also be employed to dynamically determine if or when to present a tracking phone number to the user.

Abstract: Systems, methods, computer systems, and computer-readable code for implementing methods for client relation management in which fewer call-in numbers need to be maintained. A method for client relation management preserves a more-complete record of online and offline interactions of a customer with systems provided by a plurality of service providers. A session identifier (SID) is associated with a customer upon interaction of the customer with a website provided by a first service provider. Website interaction information is received from the first service provider and is associated with the SID. Information associated with an incoming call from the customer at a call-in number at a call center maintained by a second service provider is used to associate the incoming call with the SID, creating a record of an offline interaction between the customer and an agent of the call center. The record of the offline interaction is associated with the SID.