PERFORMANCEEDGE

Computer software and hardware for maximizing contact center agent performance and improving contact center operations via enhancing customer interaction quality, increasing productive customer contacts, optimizing contact center resources and facilitating resource planning, namely, computer software and associated hardware for initiating, integrating, routing, controlling and monitoring inbound and outbound customer contacts through multiple communication channels including public switched telephone networks (PSTN), VoIP telephone contact channels, and email, web and facsimile contact channels