TELETECH

Customer relationship management services and customer care services for others, namely, managing databases and receiving and responding to sales, service, technical support and general information inquiries of customers through a variety of media, and enabling customers to integrate interaction and transaction handling technologies and services to execute a complete customer service and back-office strategy including prioritizing interactions across multimedia, multisite, and multiskill customer care environments, and providing customers with multicultural marketing solutions and speech- driven navigation tools; employment agency services; management of customer interaction management centers providing customer care and customer relationship management services

[ Computer software for use in the provision of customer care and customer relationship management services, namely, for use in managing and accessing databases for receiving and responding to sales, service, technical support and general information inquiries of customers of others, and for use in enabling customers to integrate interaction and transaction handling technologies and services to execute a complete customer service and back-office strategy including prioritizing interactions across multimedia, multisite, and multiskill customer care environments; computer software for workforce management applications including forecasting, scheduling and adherence functions to determine customer contact volume across multiple mediums in order to address the needs of customers of others; computer software which groups call systems and tools needed to address interactions with customers of others and directs call flow by appropriate scripts that may be downloaded from a global computer network; computer software for data capture and reporting to identify, tract and act upon customer interaction trends that may be downloaded from a global computer network; computer software to track move/add/change requests made by others and provide issue resolution coordination that may be downloaded from a global computer network; computer software for automated root cause and trend analysis which compiles contact data, customer data and business process data for trend analysis within and across customer support systems of others ] (( * Software as a service (SAAS) services featuring software for use in the provision of customer care and customer relationship management services, namely, for use in managing and accessing databases for receiving and responding to sales, service, technical support and general information inquiries of customers of others, and for use in enabling customers to integrate interaction and transaction handling technologies and services to execute a complete customer service and back-office strategy including prioritizing interactions across multimedia, multisite, and multiskill customer care environments; Software as a service (SAAS) services featuring software for workforce management applications including forecasting, scheduling and adherence functions to determine customer contact volume across multiple mediums in order to address the needs of customers of others; Software as a service (SAAS) services featuring software which groups call systems and tools needed to address interactions with customers of others and directs call flow by appropriate scripts; Software as a service (SAAS) services featuring software for data capture and reporting to identify, tract and act upon customer interaction trends; Software as a service (SAAS) services featuring software to track move/add/change requests made by others and provide issue resolution coordination; Software as a service (SAAS) services featuring software for automated root cause and trend analysis which compiles contact data, customer data and business process data for trend analysis within and across customer support systems of others * ))