| Goods and Services | Benchmarking services, namely, analyzing and compiling data for measuring the performance of call centers and customer service contact centers for business management purposes; business evaluations; performing business evaluations of the performance and effectiveness of call and contact centers and providing analyses, reports and recommendations based on the results thereof; competitive intelligence services, namely, collecting and analyzing the comparative performance data from call and contact centers based on customer satisfaction and ability to help retain customers for the organization for business purposes, including comparisons to other call and contact centers that have undergone similar quality assurance studies; conducting employee incentive award programs to promote quality recognizing excellence in selected areas of call and contact center service and performance; performing business evaluations of call centers and customer service contact centers and business data analysis based on data metrics for customer call resolution, customer satisfaction with a call center and its customer service representatives and customer retention following a call and providing reports on the results thereof including numerical rating evaluating the comparative performance of call and contact centers; business advisory services in the field of call centers and customer contact centers, namely, providing business management analyses, reports and recommendations based on the results of service quality assurance evaluations to rate the quality of performance and to improve customer experience and customer satisfaction; business advice, assistance and consultancy services relating to digital strategy in the context of customer relationship management; business management consulting services relating to customer relationship management; data processing services in the field of customer management; competitive intelligence services in the nature of call and contact center quality benchmarking studies for the measurement of service quality performance and providing business analyses, reports and recommendations based on the results thereof, including comparisons to other call and contact centers that have undergone similar benchmarking studies; conducting business surveys among the customers and employees of call and contact centers to verify software-determined customer and employee satisfaction levels and providing reports on the results thereof including outcomes, data analysis and recommendations; business efficiency advice, namely, performing business studies and surveys to verify software-determined rates at which call and contact centers resolve customer inquiries on the first contact and providing reports on the results thereof including outcomes, data analysis and recommendations; business assistance services, namely, assisting call centers and customer contact centers with customer follow-up to improve customer outcomes and satisfaction through the use of telecommunication devices and computer networks with automated interaction and data feedback, monitoring and compilation capacity and providing reports based on the results thereof; competitive intelligence services in the nature of benchmarking studies to evaluate customer satisfaction levels with call and contact center websites and providing reports on the results thereof; competitive intelligence services in the nature of benchmarking studies to evaluate customer satisfaction levels with call and contact center interactive voice response channels and providing reports on the results thereof; business marketing consulting services; market research services; conducting business, customer satisfaction, customer loyalty and market research surveys; business consulting and information services; business consulting services featuring customer agent analysis, metrics and feedback processes for comparing, rating the quality of and improving performance, customer experience and customer service; business consulting services in the field of customer and employee satisfaction and loyalty services; conducting employee incentive award programs to promote quality and productivity at contact centers based on scores determined by analysing call recordings or transcripts of calls, emails, and chat conversations between the customer agent and customer; advisory services relating to business management and business operations; total quality management services, namely, business management services for establishing business quality policy and determining business means for implementing those policies to improve customer satisfaction |
| Goods and Services | Software as a service (SAAS) services featuring software for automating quality assurance analysis and predicting customer satisfaction; providing quality assurance services in the field of customer support and customer service telephone calls; providing quality assurance services in the field of call centers and customer service contact centers; software as a service (SAAS) services featuring software for business management and facilitation services, namely, for coordinating and managing the delivery of services by others in the field of customer service; software as a service (SAAS) services featuring software for real-time reviewing, analysis, and evaluation of the quality of services provided by others in the field of customer service; software as a service (SAAS) services featuring software for use in customer relationship management (CRM); software as a service (SAAS) services featuring software for routing customer support and customer service telephone calls in the field of customer relationship management; software as a service (SAAS) services featuring software for routing customer support and customer service contact channels in the field of customer relationship management; software as a service (SAAS) services featuring software for customer tracking and management; software as a service (SAAS) services featuring software applications for the management and provision of customer relationship management; providing temporary use of non-downloadable computer software applications for the management and provision of customer relationship management; providing temporary use of non-downloadable computer software for use in quality assurance of the services of others in the field of call and contact centers; providing quality assurance services in the field of call and contact centers; quality management services, namely, quality evaluation and analysis, quality assurance, and quality control, in the field of call and contact centers; computer services, namely, providing an interactive website featuring technology that allows users to access, track, manage, and generate statistical information and reports regarding their business's customer contact channel management programs at call centers and customer service contact centers; data automation and collection service using proprietary software to evaluate, analyze and collect service data; business technology software consultation services; testing, analysis and evaluation of service providers to determine conformity with established accreditation standards; providing a web site featuring technology that enables companies and organizations to administer and manage employee incentive award programs and to promote employee productivity, performance, recognition and morale; software as a service (SAAS) services featuring online non-downloadable software for collecting, organizing, tracking and analyzing data from conversations between a customer and customer agent; providing on-line non-downloadable software for analysing call recordings or transcripts of calls, emails, and chat conversations between an agent and customer, identifying one or more word patterns therefrom and determining a score for the agent based thereon; software as a service (SAAS) services featuring software for scoring customer agent engagement based on actions and events occurring on a customer support platform; measurement evaluations in the fields of call centers, customer agents, and customer satisfaction, namely, quality measurement and analysis of customer service interactions to assess agent performance, quality, and effectiveness; automated quality measurement and analysis of customer agent interactions for predicting overall customer satisfaction outcomes for call centers and customer service contact centers; testing, analysis, and evaluation of call centers and customer contact center services to assure compliance with industry standards, namely, evaluating the comparative performance of call and contact centers based on customer satisfaction and ability to help retain customers for the organization, conducting an analysis of communications with the customers of call and contact centers to assess quality assurance levels and providing reports on the results thereof including outcomes, data analysis and recommendations, determining the rate at which call and contact centers resolve customer inquiries on the first call, and providing reports on the results thereof including outcomes, data analysis and recommendations, call and contact center customer tracking studies for measuring quality assurance levels over predetermined amounts of time and providing reports based on the results thereof; providing quality assurance services in the field of call and contact centers, namely, performing automated quality assurance evaluations of the performance of call and contact centers; monitoring of customer service calls for quality control purposes to link call monitoring ratings to customer satisfaction survey ratings and reporting the study results with outcomes, data analysis and recommendations |
