ADVISORY/ Concerto Software to Host a Free Web Seminar On Multimedia Routing Technology and Strategies.

Business Editors/High-Tech Writers

ADVISORY...for Tuesday (November 5)

--(BUSINESS WIRE)

Seminar to Discuss How Multimedia Contact Center Solutions Can Maximize the Impact of an Organization's Customer Interactions

WHO:    Jim Mitchell, founder and fellow of Concerto Software, a
        proven provider of customer interaction management (CIM)
        solutions.

WHAT:   In a free Web seminar entitled "Routing in Multimedia Contact
        Centers: Optimizing the Value of Every Interaction," Mitchell
        will highlight criteria for a superior customer interaction
        management model, and routing strategies that can best
        deliver a consistent, quality customer service experience
        across all contact center channels.

WHEN:   Tuesday, November 5, 2002
        11:30 a.m. - 12:30 p.m. EDT

WHERE:  To register for this event, please visit:
http://crmxchange.raindance.com/iccdocs/seminarDesc.shtml?id=173835&mode=cal&tz=PST
(Due to the length of this URL, it may be
necessary to copy and paste this hyperlink into your Internet
browser's URL address field.)

WHY:    Businesses realize the need for superior customer service,
        but many lack the contact center technologies to facilitate
        quality customer service and build lasting relationships -
        independent of the medium. Mitchell will discuss how
        enterprises can increase revenue through better customer
        service, while maximizing contact center agent resources to
        control operating costs. By understanding the products and
        services that enable seamless skills- and rules-based routing,
        companies can empower agents to deliver the right level of
        service to each customer in the most efficient manner
        possible.

About Concerto Software(TM)

Concerto Software provides contact center solutions that help companies more effectively manage customer interactions via voice, fax, email and the Web. More than 1,200 companies worldwide - including banks, service bureaus, telecommunications firms, utilities and retailers - use Concerto Software solutions to improve communication with customers, reduce operating costs and deliver superior customer service. Concerto Software is headquartered in Westford, Mass., with operations across North America, Europe and Asia. For more information, visit www.concerto.com.