Computer software, downloadable computer software and computer applications for use in the fields of employee experience and support incorporating omnichannel routing, analytics, artificial intelligence, and automation to perform functions for workforce optimization, , performance management; computer software, namely, application program interfaces for integrated voice infrastructure and turnkey telephony equipment; computer software for data gathering, processing and analyzing of employee persona, employee engagement and profile building, , employee skills, , employee average handle time, employee education, tenure, training, coaching, scheduling, schedule, policy and program adherence, schedule and project preferences, goals, evaluation history and past experience for the purpose of improving employee and workforce performance and employee empowerment in the field of employee work performance; computer software for data management, analysis, interpretation and identification of employee performance, employee success modeling, employee behavioral analytics, employee real-time analytics and guidance, employee agent guidance and employee process automation, reporting and decision support in the field of employee work performance, employee empowerment and employee flexibility within the contact/engagement center operation; computer software in the field of audio search and transcription technology, namely, software for collecting, indexing, enabling searching of, and providing analytics relating to recorded media; computer software in the field of audio search and transcription technology, namely, software for embedding phonetic search technology in computer applications

Cloud-based computer software, namely, temporary use of online, non-downloadable computer software and non-downloadable computer applications for use in the fields of employee experience and support incorporating omnichannel routing, analytics, artificial intelligence, and automation to perform functions for workforce optimization, performance management; providing temporary use of online, non-downloadable software in the nature of application program interfaces for integrated voice infrastructure and turnkey telephony equipment; application service provider featuring software for queuing, handling, logging, recording, monitoring, tracking, supervising, managing, routing, disposition and distribution of telephone calls, facsimile transmissions, emails, social media, and web based messages to or from in office or at home employees, contractors, subcontractors, parties or callers use in the field of, inside sales, collections, outside sales, and marketing; application service provider featuring software for scheduling, surveying, monitoring, supervising, rating, reviewing managing, performance forecasting, call and video recording, analyzing and training employees for use in the field of inside sales, collections, outside sales, and marketing; application service provider featuring an application software development tool for use in customizing telecommunication service applications, namely, software for queuing, handling, logging, recording, monitoring, tracking, supervising, managing, routing, disposition and distribution of telephone calls, facsimile transmissions, emails, social media, and web based messages to or from in office or at home employees, contractors, subcontractors, parties, or callers for use in the field of inside sales, collections, outside sales, and marketing