V VORTECS

Computer software for business contact centers, namely, software that provides contact center agents with simultaneous delivery of voice and visual data concerning the identity, account and transaction history of outside callers; provides caller the ability to retrieve information and initiate transactions in a self service manner; uses rules to route incoming calls to the agents best suited to handle the call; monitors and evaluates the quality of call handling by the agents; and administers motivational reward programs for good work performance by the agents