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Computer software for use in customer relationship management (CRM); Computer software for use in remote and on-site installation, monitoring, diagnostics, maintenance, repair, servicing, and communications automation of equipment, including audio, visual and data exchange, process controls, and training with respect to such equipment; Computer software to monitor and control factory manufacturing processes; Downloadable software for use in remote and on-site installation, monitoring, diagnostics, maintenance, repair, servicing, and communications automation of equipment, including audio, visual and data exchange, process controls, and training with respect to such equipment