42 Computer programming services for others, application service provider services, namely, designing, installing, integrating, networking, hosting, operating and maintaining computer software solutions for others including for use in enabling customers to integrate interaction and transaction handling technologies and services to execute a complete customer service and back- office strategy including prioritizing interactions across multimedia, multisite, and multiskill customer care environments; workforce management services including forecasting, scheduling and adherence functions to determine customer contact volume across multiple mediums in order to address the needs of customers of others; automated call center services; database development services and technical consultation and implementation services in the field of customer care and customer relationship management which simplify workflow, consolidate legacy applications, and drive consistency of customer interactions; database development services, namely, data driven routing and screen pops services for computer telephony integration; automated root cause and trend analysis services including the compilation of contact data, customer data and business process data for trend analysis within and across customer support systems of others; and data capture and tracking services to identify and assess organization trends including operational efficiencies that contribute to the concerns or behaviors of customers of others for identifying and acting upon customer interaction trends; tracking services for move/add/change requests made by others and the provision of issue resolution coordination; data and tool grouping and call flow directing services; user interface portals for customer relationship management services; product research and development for others; computer telephony integration including email, chat and other custom media types; quality assurance services in the field of customer care and customer relationship management including recording, archive, administration and replay services on a single system for others; and computer disaster recovery planning services