Computer hardware, computer firmware, computer software; computer software including computer software for processing real time information, computer software for real time monitoring of network events, computer software for monitoring and managing multiple modes of communication over local area networks, computer software for monitoring and managing multiple modes of communication over a global computer network; computer software for assessing the productivity and efficiency of electronic communication processes; downloadable software including downloadable software for processing real time information, downloadable software for real time monitoring of network events, downloadable software for monitoring and managing multiple modes of communication over local area networks, downloadable software for monitoring and managing multiple modes of communication over a global computer network; downloadable software for assessing the productivity and efficiency of electronic communication processes; computer software used in association with Voice over Internet Protocol (VoIP) software, web conferencing software, video conferencing software, audio conferencing software, desktop sharing software, file transfer software, data transfer software, electronic mail software, messaging software; downloadable software used in association with Voice over Internet Protocol (VoIP) software, web conferencing software, video conferencing software, audio conferencing software, desktop sharing software, file transfer software, data transfer software, electronic mail software, messaging software; business management software, contract management software, certification software, compliance software, software for processing real time input with respect to key performance indicators, policies and rules; industry specific software for processing real time information; downloadable online electronic publications; computer peripherals; parts and accessories for all of the foregoing