Section: III.A

The Agent Application is the software product, in the form of a Java application, that is installed and runs on the Agent's computer.

It is this software product called the "Agent Application Software" that listens for incoming calls from customers, or allows the Agent to monitor the movement of the customer within your Web site and pro-actively call the customer. It is this software product that has all the communication features from Voice over IP communication, to Application Sharing, etc. etc. in it that the Agent controls and launches during Agent communication with the Customer.

The Agent Application Software also allows for the Agents to be ware of each others presense on a worldwide basis, able to communicate & collaborate with one another with one click. So it is both the platform through which the Agents communicate with and Support the Web based customers while also being an Instant Messaging platform (with fulll communication capabilities) between the Agents.