9 Telecommunications apparatus and instruments, namely, telephone apparatus, computers, network servers, electronic data processing apparatus; downloaded computer programs, namely, an AI based call center analytic software program using voice mining technologies; recorded computer programs, namely, an AI based call center analytic software program using voice mining technologies; downloaded computer programs, namely, software program for management of call center operation; recorded computer programs, namely, software program for management of call center operation; downloaded computer programs, namely, software program for assisting call center agents in responding to customers; recorded computer programs, namely, software program for assisting call center agents in responding to customers