| Goods and Services | recorded computer software, downloadable computer software and downloadable computer applications software for data management, analysis, interpretation, identification, and reporting for use in the fields of employee and customer experience and support incorporating omnichannel routing, analytics, artificial intelligence, and automation to perform functions for workforce optimization, customer journey optimization, performance management; downloadable computer software, namely, application program interfaces for integrated voice infrastructure and turnkey telephony equipment; downloadable computer software for data gathering, processing and analyzing of employee persona, employee engagement and profile building, employee interaction behaviors with customers, employee skills, employee customer satisfaction scores, employee average handle time, employee education, tenure, training, coaching, scheduling, schedule, policy, program adherence, schedule, project preferences, goals, evaluation history and past experience for the purpose of improving customer service, experience and satisfaction, improving employee and workforce performance and employee empowerment in the field of employee work performance; downloadable computer software for data management, analysis, interpretation and identification of employee performance, employee success modeling, employee behavioral analytics, employee real-time analytics and guidance, employee agent guidance and employee process automation, reporting and decision support in the field of contact center operational efficiency, customer service and experience for the purpose of improving sales and marketing effectiveness, employee work performance, employee empowerment and employee flexibility within the contact and engagement center operation; downloadable computer software in the field of audio search and transcription technology, namely, software for collecting, indexing, enabling searching of, and providing analytics relating to recorded media; downloadable computer software in the field of audio search and transcription technology, namely, software for embedding phonetic search technology in computer applications |
| Goods and Services | Cloud-based data protection services, namely, enforcing, restricting and controlling access privileges of users of computing resources for cloud, mobile or network resources based on assigned credentials; providing temporary use of online non-downloadable computer software and non-downloadable computer applications for data management, analysis, interpretation, identification, and reporting for use in the fields of employee and customer computer software incorporating omnichannel routing, analytics, artificial intelligence, and automation to perform functions for workforce optimization, customer journey optimization, performance management; providing temporary use of online, non-downloadable software in the nature of application program interfaces for integrated voice infrastructure and turnkey telephony equipment; application service provider featuring software for queuing, handling, logging, recording, monitoring, tracking, supervising, managing, routing, disposition and distribution of telephone calls, facsimile transmissions, emails, social media, and web based messages to or from in office or at home employees, contractors, subcontractors, parties, callers or customers for use in the field of customer service, customer support, inside sales, collections, outside sales, and marketing; application service provider featuring software for scheduling, surveying, monitoring, supervising, rating, reviewing managing, performance forecasting, call, video recording, analyzing and training employees for use in the field of customer service, customer support, inside sales, collections, outside sales, and marketing; application service provider featuring an application software development tool for use in customizing telecommunication service applications, namely, software for queuing, handling, logging, recording, monitoring, tracking, supervising, managing, routing, disposition and distribution of telephone calls, facsimile transmissions, emails, social media, and web based messages to or from in office or at home employees, contractors, subcontractors, parties, callers or customers for use in the field of customer service, customer support, inside sales, collections, outside sales, and marketing; technical support services, namely, troubleshooting of computer software problems; computer software consultation; providing information relating to computer software maintenance, use and development |
