G-CRM

Business management consulting services provided to federal, state and local agencies relating to the development and maintenance of relationships with members of the public, business process re-engineering, customer satisfaction measurement and customer service programs, namely, conducting business research and business surveys; and outsourced telephone call center, e-mail and global computer network transaction handling services

Installation, upgrade and maintenance of call center hardware, contact management and customer interaction systems, computer telephony integration, interactive voice response systems, e-mail and interactive systems provided over a global computer network, for federal, state and local agencies

Training services provided to federal, state and local agencies related to the development and maintenance of relationships with members of the public, namely, conducting seminars, classes and workshops in the field of advanced communication skills, grammar, pronunciation and vocabulary, active listening, building rapport, skillful use of questions, call flow management, and handling difficult callers

Consultation services provided for federal, state and local agencies relating to information technology and information management, computers, networks, telephony systems, and software; and installation and maintenance of computer software systems, namely, ACD/PBX systems