Downloadable computer software for use in a customer contact center application; Downloadable computer software for use in a customer contact communication system; Computer software for use in connection with customer contact centers; Computer hardware and associated software for initiating, integrating, routing, controlling and monitoring inbound and outbound customer contact through multiple channels including public switched telephone networks (PSTN), VoIP telephone contacts, email, web and facsimile contacts; Telecommunication systems comprised of central and private telephone switches, hardware for playing digital sound files, voice response units and telephone dialers; Computer software used for managing customer contact centers and customer contacts through multiple channels, namely, software for managing and routing customer contact via telephone, e-mail, web and facsimile; Computer software used to support the activities of contact center customer service representatives and contact center managers; Computer software used for playing digital sound files; Computer software used for intelligent contact routing via telephone, e-mail, web and fax; Computer software used to manage web chat, interactive voice response, interactive playing of sound files in real-time between an agent and a customer, real-time and historical contact center report generation and telephone blending by managing both inbound and outbound telephone calls; Computer software used to create desktop and management tools for customer contact centers