Abstract: Disclosed embodiments relate generally to Customer Relationship Management (CRM), and more particularly to a system, methods, and computer program products providing or supporting a cross-channel CRM support system for serving contact phone numbers for display at a web site and using such numbers to track, analyze and utilize prospective customer behavior on the Internet prior to the prospective customer calling the served contact phone number.

Abstract: A system, method, and computer program product uses an application that allows people who have websites including a webform for making inquiries to manage communications between prospective customers and one or more sales agents. When a webform is submitted, it is routed to a special address (e.g., as an email address, an SMS address, or a social media address such as a Facebook address, a LinkedIn address, a Twitter address or the like) and one or more sales agents are called and prompted to call the prospective customer at a callback number.

Abstract: A system and method are provided for establishing interactive communications between a customer and an agent of a merchant using a third-party. The customer is provided with a link that accesses a data entry element, such as a form, via which the customer can provide additional information to the agent. The third-party receives the entered customer information and forwards it on to the agent via, e.g., a screen pop. If the agent determines that the call should be accepted, the third-party facilitates connecting the agent with the customer.