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COMPUTER SOFTWARE FOR ENABLING, MANAGING, STORING, RELATING, ORGANIZING, DIRECTING, AUTOMATING, COORDINATION, NETWORKING, FORWARDING, SCHEDULING, TRANSFERRING, CONSOLIDATING, EXCHANGING, PROVIDING GRAPHICAL USER INTERFACES FOR, AND CONTROLLING, TASKS, BUSINESS PROCESSES, TRANSACTIONS, APPLICATIONS, AND INFORMATION, SUCH AS VOICE, VIDEO, DATA, FACSIMILE, E-MAIL, MIXED MEDIA ITEMS, MULTIPLE MEDIA ITEMS, COMMUNICATIONS, DATABASES, DOCUMENTS, RECORDS, MESSAGES, IMAGES, SCANNED PHOTOGRAPHS, SCANNED DOCUMENTS, CONTACT INFORMATION, CUSTOMER INFORMATION, AGENT INFORMATION, FILES, AND CASE HISTORIES, AMONG MAINFRAMES, SERVERS, AGENT TERMINALS, CONSUMER ACCESS DEVICES, AGENTS, AND CONSUMERS VIA LOCAL, NATIONAL AND GLOBAL INFORMATION AND COMMUNICATION NETWORKS, FOR USE IN THE FIELD OF CUSTOMER INTERACTION MANAGEMENT