Class [42]
Computer & Software Services & Scientific Services
Software as a service (SAAS) services, namely, hosting software for use by others, namely: software for managing and controlling customer contact centers systems, namely, associated software for initiating, integrating, routing, controlling and monitoring inbound and outbound customer contacts through one or more multiple channels including public switched telephone networks (PSTN), VoIP telephone contacts, email, web, chat, social media and facsimile contacts; software for controlling telecommunication systems utilized by customer contact centers comprised of central and private telephone switches, interactive voice response units (IVR) and telephone dialers; software for managing and controlling customer contact center Automatic Call Distribution (ACD), outbound predictive dialing and campaign management; software used for intelligent contact routing via telephone, e-mail, web, chat, social media and fax; computer software used to support the activities of contact center customer service representatives and contact center managers; software used to manage web chat, interactive voice response (IVR), real-time and historical contact center report generation and customer contact blending by managing both inbound and outbound telephone calls and inbound and outbound contacts through one or more multiple channels including public switched telephone networks (PSTN), VoIP telephone contacts, email, web, chat, social media and facsimile contacts; software used to create desktop and management tools for customer contact centers; software used to create and manage customer contact center virtual agents, visual scripting, workforce schedules, workforce job performance and workforce skills improvement; software used to provide customer contact center self-provisioning capabilities via an on-line portal; and software used to create and manage customer contact center optional recording of calls and/or customer contact interactions.
