Computer software for use in personnel training for employees in the field of contact center agents and other customer-interfacing personnel, scheduling employees, recording phone calls and computer activity of contact center agents and other customer-interfacing personnel, evaluation of personnel performance during customer interactions, monitoring personnel, namely, workflow and customers interactions; Computer software for transmitting audio and video communications via electronic means; computer software for use in speech analytics, namely, processing audio recordings for the purpose of capturing, searching and analyzing speech data; computer software for use in voice and email surveys for the purpose of capturing, analyzing, and comparing data; computer software for processing screen recordings, including CTI (computer-telephony integration), social media, email, and chat for the purpose of capturing, searching and analyzing on screen data; computer software for capturing keystrokes, applications, enterprise applications, URLs and other on screen activity for the purpose of searching and analyzing workflow activity and duration; computer software for use in workforce management, managing volume of customers accurately, balancing costs and service levels, and matching employee skills and preferences with customer needs