PERFORMANCE IMPACT

COMPUTER OPERATING SOFTWARE FOR THE AUTOMATION OF CONTACT CENTER MONITORING, REPORTING, AND EVALUATION; COMPUTER SOFTWARE FOR THE DISPLAY, CONTROL, AND MEASUREMENT OF CONTACT CENTER DATA, AUDIO, AND VIDEO; COMPUTER SOFTWARE FOR THE COLLECTION, MEASUREMENT, AND REPORTING OF CONTACT CENTER QUALITY AND PRODUCTIVITY DATA; COMPUTER SOFTWARE FOR USE WITH COMPUTER HARDWARE FOR COMMUNICATIONS MANAGEMENT, NAMELY, FOR EVALUATING AND ANALYZING CONTACT CENTER EFFICIENCY, EFFECTIVENESS AND QUALITY AND FOR IDENTIFYING CONTACT CENTER REQUIREMENTS; AND COMPUTER SOFTWARE MANUALS SOLD AS A UNIT THEREWITH