9 Downloadable and recorded client relationship management software; downloadable computer programs and computer software for retrieving, tracking, analyzing, testing, measuring and managing data, customer data and customer interactions; downloadable and recorded computer software and software applications for online management of contacts into formal structures of customer contact centres; downloadable and recorded computer software and software platforms for the management of multichannel interactions in cloud mode, designed for companies and administrative bodies, for directing flows thereof to the right people, independent of their geographic location, or to the right automated services