Electronic customer participation management and customer relationship management services, namely, electronic transmission of data by way of an automated system that provides multi-channel alert and response technology that uses enterprise-level data to allow companies to exchange, manage and track personalized and customized information with customers via instant messaging systems, telephones, cellular phones, wireless devices, pagers, hand-held web devices, personal digital assistants, facsimile machines, and electronic mail; communications services, namely, electronic transmission of information and data via a global computer network; voice mail services; facsimile transmission and retrieval services; paging services; instant messaging services; and electronic mail services