Concerto Software Continues to Execute Against Aggressive Post-Merger Product Plan24 January 2005
Designed for companies looking to replace or add incremental functionality to an existing contact center, the Concerto Enterprise Suite offers a "take from the box" approach that allows organizations to select the components that best fit their strategic customer contact requirements.
"Releasing FirstPoint Enterprise 10.0 and Conversations 6.0 within 90 days after Concerto Software's acquisition of Rockwell FirstPoint Contact demonstrates our continued success integrating our people, processes and technology," said Ralph Breslauer, Concerto Software executive vice president of sales and marketing. "As a team, we are executing against an aggressive plan and are focused on delivering incremental value to our customers every step of the way. These releases are the first tangible proof points, of which there are many more to come."
FirstPoint Enterprise 10.0
FirstPoint Enterprise 10.0 incorporates 1,200 new discrete features, and provides customers with capabilities for improving customer service by tracking an individual's complete contact history. For the first time, the product also provides system-wide monitoring to manage components across single or multi-site FirstPoint Enterprise environments and extensive cradle-to-grave reporting capabilities for multiple contact center sites.
As part of the Concerto Enterprise Suite, FirstPoint Enterprise 10.0 with the Spectrum(R) automatic call distributor (ACD), offers organizations 99.999 percent reliability and is now tightly integrated with Concerto Software's performance optimization products, including RightForce(R) workforce management, Optimizer(TM) best-time-to-call and Analyzer(TM) performance measurement and analysis.
FirstPoint Enterprise 10.0 can operate on a time-division multiplexing (TDM) platform or can be deployed seamlessly to an IP-based infrastructure and IP-PBXs including Cisco(R) CallManager. This allows companies who have an existing IP infrastructure to transition to a VoIP solution with all of the queuing, routing and reporting features found in the FirstPoint Enterprise product operating on a TDM infrastructure.
Conversations 6.0
Conversations 6.0, an outbound campaign and agent management tool, incorporates numerous customer-requested features and includes system architecture changes designed to offer increased flexibility and high reliability. This release enables extended real-time upload methodologies, enhances record management based on a standardized object-oriented structure and removes dependence on a specific hardware platform. In addition, users with multi-national operations can now benefit from a number of new features including internationalized callback date/time formats and agent/supervisor language preference setting.
Conversations 6.0 has also been optimized with features that include campaign quota management and reduced nuisance rates to help customers who focus on sales and telemarketing to comply with regulatory and industry demands. Recently, Teleperformance Hellas, a subsidiary of SR Teleperformance and the second largest contact center company in the world, completed a live beta trial of the Conversations 6.0 product for outbound telesales and collections.
"In terms of implementation, we upgraded to Conversations 6.0 with extreme ease -- even at beta test," said Nikos Tsahouridis, director of methods, Teleperformance. "The benefits are numerous, but of greatest importance are the multi-number dialing, the recycling of lists and web-based capabilities."
Conversations 6.0 also provides users with capabilities for easier system administration and agent management, improved call tracking and recording, more flexible campaign management and reduced agent idle time. In addition, users can now benefit from more robust platform security and a new product security guide that contains information on best practices recommendations, remote support, virus protection and customer security engagement policies.
About Concerto Software Product Suites
The Concerto Enterprise Suite offers a "take from the box" approach that allows organizations to select the components that best fit their strategic customer contact requirements. It includes an automatic call distributor (ACD), predictive dialer, interactive voice response (IVR), and Internet capabilities including email, chat and web callback. The Suite also includes extended capabilities such as workforce management, analytics, Enterprise Campaign Management (ECM), virtual inbound, agent scripting and inbound callback.
Concerto Software also offers Concerto Unified Edition, the company's core offering for organizations requiring a complete contact center solution on a single platform. With EnsemblePro as the foundation for Unified Edition, this platform has been architected and built from the ground up to seamlessly include an automatic call distributor (ACD), predictive dialer, interactive voice response (IVR), Internet contact with auto response, and unified recording and administration capabilities. Unified Edition can run on a TDM or VoIP platform and can be easily integrated with Concerto Software's workforce management and performance optimization tools.
About Concerto Software
Concerto Software is a leading provider of contact center solutions that help companies better manage customer interactions via voice, email, the Web and fax. With multiple strengths - including financial stability, talented people, innovative technology, more than 30 years of industry expertise and a singular focus on the contact center - Concerto Software is a trusted partner to companies across the globe. Concerto Software is headquartered in Westford, Massachusetts, with operations across the Americas, Europe and Asia Pacific.
Source: Business Wire
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