1. An automated customer management system, the system including a data entry processing center, a workstation, a graphical user interface, and a data storing means, comprising: interface means, the interface means receiving a consumer inquiry via at least one communications channel; and assignment means, the assignment means communicating with the interface means and assigning agents to separately defined roles based on the consumer inquiry, the roles comprising: (i) an advisor; (ii) a researcher; (iii) a quality assurance representative; (iv) a librarian; (v) an administrator.