Computer software which links multiple, decentralized customer service representatives into a single, integrated and transparent network for inbound interactions with external customers incorporating the representative's personal preferences in determining how inbound customers are routed within a communications network and associated printed instructional material; computer software and associated printed instructional material that directly and indirectly link corporate business objectives to routing inbound interactions with external customers within a communications network; pre-recorded floppy disks, compact discs, DVDs or other magnetic or optical media containing software and associated downloadable software containing the above-described contents

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