9 Computer hardware and computer software for electronic customer relationship management (ECRM) and customer contact management for all forms of communications media, namely, voice, electronic mail, facsimile transmissions, the world wide web and video; computer software development kits comprised of software development tools for creating, modifying and enhancing telecommunications software, electronic customer relationship management software and customer contact management software; telecommunications systems, namely, call centers consisting of automatic call distributor hardware, call center operating software, telephone terminals, telephones, and switching apparatus that manage high volumes of incoming and outgoing telephone calls; telephones; telephone headsets; and instructional manuals sold therewith