computer software for capturing and recording voice and data in electronic multimedia communications and interactions, and computer hardware for use in connection therewith; software for the identification, automation, reporting, and evaluation of data generated by computer telephony systems, and computer hardware for use in connection therewith; software and hardware for telecommunications systems, namely, computer desktop and server based platforms integrating telephony hardware and computer software for display, control, and measurement of data, audio, and video for telecommunications; computer software and hardware for collection, identification, measurement, and reporting of quality and productivity data; communications management software for use in logging, storing, retrieving, analyzing, and reporting audio, video and or data communications; telecommunications and data networking software and hardware for transporting and aggregating voice, data, and video communications across multiple network infrastructures and communications protocols; computer telephony software and hardware