NICE INCONTACT

Computer software for data gathering, processing and analyzing employee persona, employee-customer engagement and profile building, employee interaction behaviors with customers, employee skills, employee customer satisfaction scores, employee average handle time, employee education, tenure, training, coaching, scheduling, schedule adherence, schedule preferences, goals, evaluation history and past experience for the purpose of improving customer service, experience and satisfaction, 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, namely, real-time analysis of employee schedules and actual performance, guidance of employee schedules and actual performance, employee agent guidance and employee process automation for operational efficiency, reporting and decision support in the field of contact center operational efficiency, customer service and experience for the purpose of improving sales and marketing effectiveness, employee work performance, employee empowerment and employee flexibility within the contact/engagement center operation; computer hardware; computer hardware and software for digital recording of voice, video, radio, VoIP, email, instant messaging, social media interactions, text messages, accessing the worldwide web, accessing the intranet, display screen, and accessing wireless and other multimedia communication, transmitted over telecommunication equipment and networks; computer hardware and software used to capture video, voice and data information and meta-data capture, signal processing, signal analysis, alarms, security, namely, for use by law enforcement, intelligence and internal security organizations, data storage, archiving and dissemination; computer application software for data management, analysis, interpretation, identification, reporting, and decision support, namely, live call monitoring and instant replay related to recorded and non-recorded voice, video, radio, VoIP, email, instant messaging, social media interactions, text messages, worldwide web, intranet, screen, wireless and other unstructured multimedia interactions; computer application software for call center performance optimization, call center quality monitoring, enterprise business interactions analytics, public safety and transportation command and control, scenario reconstruction and investigation, namely, multi-channel scenario reconstruction and investigation, data security management, data security surveillance and real-time data threat detection, systems alarm analysis and management, telephony, Internet and open source data lawful interception and intelligence systems, and financial crime, financial risk, and financial compliance; computer application software for situation management to enable situation planning, response and analysis for the security, safety and emergency markets, namely, financial crime, customer experience, public safety; computer application software for data management, analysis, interpretation, identification, real-time analytics, decision-making, namely, decision support, namely, live call monitoring and instant replay, agent guidance, namely, script creation, and process automation for operational efficiency, automated reporting, and decision support, namely, live call monitoring and instant replay related to recorded and non-recorded voice, video, radio, VoIP, email, instant messaging, social media interactions, text messages, worldwide web, intranet, display screens, wireless and other unstructured multimedia interactions for contact center operational efficiency, customer experience management, improving sales and marketing effectiveness, and reducing customer churn; telecommunication equipment, namely, audio and call recording and logging equipment, trunked radio recording equipment, and telecommunications hardware and software for monitoring and storing voice, video and data; 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; computer application software, namely, an application that allows mobile access to databases and software programs for the management of call centers and call center operations

Training in the use of computer software

Application service provider featuring software for queuing, handling, logging, recording, monitoring, tracking, supervising, managing, routing, dispositioning of information 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, callers or customers for use in the field of customer service, customer support, inside sales, collections, outside sales, and marketing; application service provider featuring software for scheduling, surveying, monitoring, supervising, rating, reviewing, managing, forecasting, recording, analyzing and training employees for use in the field of customer service, customer support, 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, dispositioning of information 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, callers or customers for use in the field of customer service, customer support, inside sales, collections, outside sales, and marketing; and technical support services, namely, troubleshooting of computer software problems; computer software consultation; providing information relating to computer software maintenance, use and development