software that manages call center activity, including inbound and outbound calls, live agent, pre-recorded calls, short message service, internet-based web chat and callback, and both voice to text and text to voice processing for live and pre-recorded calls, short message service, web site, mobile device applications, and IVR; providing information on calls, including but not limited to IVR activity, call forwarding, transfers to third party call centers, voice recordings or text transcripts on calls, tracking and full reporting by each call and by each individual call center employee or systematic call processing provider or service; strategically placing telephone numbers and simple message service short codes on web sites, radio and television advertisements, email communications, physical mailings, and short message services; tracking of keyword use, tracking of lead response to channel drivers, clicks from advertistements, and conversion funnel progress from advertisements