THE SCIENCE OF CUSTOMER MANAGEMENT

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; Web-based self service products for use in the provision of customer care and customer relationship management services; Web-based customer contact frameworks to simplify workflow, consolidate legacy applications, and drive consistency of customer interactions; computer software for computer telephony integration including email, chat and other custom media types; 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; Web-based computer software which groups call systems and tools needed to address interactions with customers of others and directs call flow by appropriate scripts; speech-driven navigation tools for others; Web- based computer software for data capture and reporting to identify, tract and act upon customer interaction trends; Web-based computer software to track move/add/change requests made by others and provide issue resolution coordination; 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

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; remote agent services; data driven routing and screen pops services for computer telephony integration; automated root cause and trend analysis services including the compilation of contact data, customer data and business process data for trend analysis within and across customer support systems of others; data capture and tracking services to identify and assess organization trends including operational efficiencies that contribute to the concerns or behaviors of customers of others; data capture and tracking services for others for identifying and acting upon customer interaction trends; training and education services, and management of customer interaction management centers providing customer care and customer relationship management services

Telecommunication services, namely, providing telephone, electronic mail, automated call and over-the-phone language translation and interpretation services and providing multiple- user access to a global computer information network; advanced computer telephony integration for intelligent routing and operational efficiency across all media; carrier-grade hosted services across a private enterprise network to leverage best-in-class, centralized automatic call distributor functionality; direct access to user interface portals for customer relationship management services; and computer telephony integration including email, chat and other custom media types

Education services, namely, training courses and seminars in the field of providing customer care and customer relationship management services, namely, services which focus on receiving and responding to sales, service, technical support and general information inquiries of customers of others

Computer programming services for others, application service provider services, namely, designing, installing, integrating, networking, hosting, operating and maintaining computer software solutions for others including 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; workforce management services including forecasting, scheduling and adherence functions to determine customer contact volume across multiple mediums in order to address the needs of customers of others; automated call center services; database development services and technical consultation and implementation services in the field of customer care and customer relationship management which simplify workflow, consolidate legacy applications, and drive consistency of customer interactions; database development services, namely, data driven routing and screen pops services for computer telephony integration; automated root cause and trend analysis services including the compilation of contact data, customer data and business process data for trend analysis within and across customer support systems of others; and data capture and tracking services to identify and assess organization trends including operational efficiencies that contribute to the concerns or behaviors of customers of others for identifying and acting upon customer interaction trends; tracking services for move/add/change requests made by others and the provision of issue resolution coordination; data and tool grouping and call flow directing services; user interface portals for customer relationship management services; product research and development for others; computer telephony integration including email, chat and other custom media types; quality assurance services in the field of customer care and customer relationship management including recording, archive, administration and replay services on a single system for others; and computer disaster recovery planning services