computer services which allow customer and organization communication by tracking a customer on the organization's network and then generating and routing a case to an electronic or human advisor who can send information to the customer via voice, electronic mail or by actively sharing a web site

computer software which allows customer and organization communication by tracking a customer on the organization's network and then generating and routing a case to an electronic or human advisor who can send information to the customer via voice, electronic mail or by actively sharing a web site