Description: COMPUTERS; COMPUTER HARDWARE; COMPUTERS FOR USE IN TELECOMMUNICATIONS FOR PROCESSING INBOUND AND OUTBOUND TELEPHONE CALLS; TELEPHONE DIALING EQUIPMENT, NAMELY, AUTOMATIC TELEPHONE DIALERS; MULTILINE TELEPHONE MANAGEMENT COMPUTERS; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS APPLICATIONS THAT MANAGE TELEPHONE CALLS AND RELATED CALLING ACTIVITIES; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS FOR PROCESSING INBOUND AND OUTBOUND TELEPHONE CALLS; COMPUTER PROGRAMS FOR ARRANGING THE FLOW OF WORK AMONG OPERATORS OF A CALL CENTER SYSTEM AND AMONG USERS OF A COMPUTER NETWORK; COMPUTER TELECOMMUNICATIONS PROGRAMS THAT AUTOMATE AND MANAGES CALLS AND RELATED CALLING ACTIVITIES AND BUSINESS PROCESSES, AND THAT FACILITATES DEVELOPMENT OF NEW CALL CENTER AGENT AND ADMINISTRATIVE APPLICATIONS; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS TO CREATE, MODIFY, MAINTAIN AND CONTROL SYSTEM OPERATIONS OF TELEPHONE CALL MANAGEMENT SYSTEMS; COMPUTER PROGRAMS FOR THE AUTOMATION AND MANAGEMENT OF COMMUNICATIONS AND PROCESSES RELATED TO CUSTOMER INTERACTIONS AND CORRESPONDING ENTERPRISE WORKFLOW; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS BY CALL CENTERS TO DETERMINE DEMAND FOR AND AVAILABILITY OF AGENTS TO SERVE INBOUND AND OUTBOUND CALLS AND TO AUTOMATICALLY ALLOCATE AGENTS TO INBOUND AND OUTBOUND CALLS AND OTHER ACTIVITIES; COMPUTER PROGRAMS FOR USE IN THE ELECTRONIC TRANSMISSION OF VOICE, TELEPHONE, FACSIMILE, VIDEO AND DATA SIGNALS BY CALL CENTERS TO ALLOCATE AGENTS TO ACTIVITIES; COMPUTER PROGRAMS FOR USE IN ARRANGING THE FLOW OF WORK AMONG OPERATORS OF A TELEPHONE SYSTEM; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS BY CALL CENTERS TO CONTROL AGENT ACTIVITIES AND CALL JOBS, AND TO COMMUNICATE WITH AGENTS; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS TO MONITOR AND MANAGE CALLS AND RELATED CALLING ACTIVITIES OF CALL CENTERS AND THEIR AGENTS VIA GLOBAL COMPUTER NETWORKS AND INTERNAL NETWORKS; COMPUTER PROGRAMS FOR USE IN MANAGING TELEMARKETING CALL CENTERS; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS WHICH ALLOWS AGENTS ENGAGED IN TELEPHONE CAMPAIGNS TO VIEW CALLS ARRIVING INTO A QUEUE, AND WHICH INCREASE THE EFFECTIVENESS OF THE CAMPAIGN BY PERMITTING THE AGENT TO SELECT THE ORDER IN WHICH CALLS ARE PROCESSED; COMPUTER PROGRAMS FOR ACCESSING, MANIPULATION, AND RETRIEVAL OF CUSTOMER AND BUSINESS DATA; COMPUTER PROGRAMS FOR ACCESSING DATABASES USED IN THE FIELD OF LOCATING AND RETRIEVAL OF TELEPHONE AND ADDRESS INFORMATION; COMPUTER PROGRAMS FOR COORDINATING AND DELIVERING INFORMATION STORED OR DYNAMICALLY CREATED IN CONJUNCTION WITH DELIVERY OF A TELEPHONE CALL OR OCCURRENCE OF OTHER INFORMATION PROCESSING OR DELIVERY EVENTS USED IN THE FIELDS OF TELECOMMUNICATIONS AND COMPUTER NETWORK USER WORK FLOW CONTROL; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS WHICH UTILIZE GRAPHICAL USER INTERFACE TOOLS TO PROVIDE SYSTEM STATISTICS AND ADVANCED REPORTING DATA REGARDING CALL CENTER PERFORMANCE; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS TO OBSERVE AND RECORD DATA AND VOICE COMMUNICATIONS DURING TELEPHONE CAMPAIGNS TO FACILITATE TRAINING AND MANAGEMENT OF AGENTS; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS WHICH UTILIZE GRAPHICAL USER INTERFACE TOOLS TO CREATE AND MODIFY CALL SCRIPTS FOR USE BY AGENTS DURING TELEPHONE CAMPAIGNS; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS TO ALLOW CALL CENTERS TO DEVELOP CALL SCRIPTS FOR USE BY AGENTS DURING TELEPHONE CAMPAIGNS; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS WHICH UTILIZE GRAPHICAL USER INTERFACE TOOLS TO MOVE, CONSOLIDATE, MANIPULATE AND MANAGE CUSTOMER, PROSPECT, AND COMPANY INFORMATION WITHIN A DATA SYSTEM; COMPUTER PROGRAMS FOR USE IN TELECOMMUNICATIONS WHICH UTILIZE GRAPHICAL USER INTERFACE TOOLS TO MANAGE AND PERFORM CALL CENTER OPERATIONS; COMPUTER PROGRAMS FOR CUSTOMIZING COMPUTER DISPLAY SCREENS; COMPUTER PROGRAMS USED TO IMPROVE THE METHODOLOGY OF CALL CENTER AGENT SELECTION, TRAINING AND PERFORMANCE; COMPUTER PROGRAMS FOR PROCESSING AND MANAGING DOCUMENTS IN THE FIELDS OF TELECOMMUNICATIONS AND COMPUTER NETWORK USER WORK FLOW CONTROL; COMPUTER PROGRAMS FOR WORKFLOW APPLICATIONS; COMPUTER PROGRAMS FOR AUTOMATING ACCOUNTS PAYABLE PROCESSING; COMPUTER PROGRAMS FOR USE IN PROCESSING OR MANAGING BUSINESS INFORMATION AND DOCUMENTS IN THE FIELDS OF TELECOMMUNICATIONS AND COMPUTER NETWORK USER WORK FLOW CONTROL; COMPUTER PROGRAMS WHICH MAY BE ACCESSED VIA A GLOBAL COMPUTER NETWORK FOR BUSINESS PROCESS AUTOMATION APPLICATIONS, NAMELY, FOR BROWSING, SEARCHING, RETRIEVING, VIEWING, MANIPULATING, CREATING, TRACKING, AND PROCESSING WORK IN WORKFLOW PROCESSES; COMPUTER PROGRAMS PROVIDING SCANNING, INDEXING, PROCESSING, SUPERVISORY AUDIT AND ARCHIVAL FUNCTIONS FOR RETIREMENT SERVICING APPLICATIONS AND COMMUNICATING SUCH INFORMATION FOR STORAGE, MANAGEMENT AND RETRIEVAL; AND COMPUTER-BASED TRAINING GUIDES, SOLD AS A UNIT THEREWITH
