Concerto Software, Inc. Helps Mexican Financial Services Company Manage More than One Million Accounts with Spanish-language Solution.

Business Editors/High-Tech Writers

WESTFORD, Mass.--(BUSINESS WIRE)--July 1, 2003

Unified Contact Center Solution, EnsemblePro

Now Globalized/Localized in Seven Languages

Concerto Software(TM), Inc. (NASDAQ: CRTO), a proven provider of customer interaction management (CIM) solutions, today announced that AFORE Allianz Dresdner, a Mexican pension fund administrator, has selected the Spanish version of EnsemblePro(TM) unified customer interaction management solution to handle more than one million accounts nationwide.

Along with alliance partner and distributor CTI Direct, Concerto Software implemented EnsemblePro which enables AFORE's Voice over IP (VoIP) blended agents to handle inbound and outbound customer interactions via voice, fax and Web chat and collaboration. The solution's advanced Interactive Voice Response (IVR) capability allows AFORE to automate standard customer requests such as checking account balances or changing contact information. This allows agents to focus on campaigns and transactions that have more potential to positively impact revenues.

"EnsemblePro provides AFORE with the ideal combination of flexibility and functionality that we need to run our business - and it's designed to expand as we do, which was a critical factor in selecting the right contact center solution," said Sandra Zuniga, Directora de Atencion a Clientes, AFORE Allianz Dresdner. "Being based in Mexico, the globalization/localization is essential for allowing our Spanish-speaking agents to perform at optimum service levels and help our company enhance its customer-focused approach."

"As Concerto Software increases its focus on this part of the world, the Spanish version of EnsemblePro is key for growing our presence in Mexico and other Spanish-speaking countries throughout Europe, the Caribbean and Latin America," said Ralph Breslauer, executive vice president of sales and marketing at Concerto Software. "This effort is supported by a team of dedicated sales professionals and leading distribution partners like CTI Direct."

Concerto Software's EnsemblePro is a unified contact center solution that has been built from the ground up to incorporate the functionality required by multimedia contact centers. EnsemblePro includes automatic call distribution (ACD); IVR; predictive dialing; Web chat and collaboration; and universal queuing, recording, reporting and administration--while also offering the ability to connect with, and add value to, existing contact center point solutions. EnsemblePro was recently globalized and localized for multilingual support and is now available in seven languages: Traditional Chinese, Simplified Chinese, Japanese, French, German, Korean and Spanish.

The globalized EnsemblePro solution will enhance Concerto Software's ability to continue to expand in emerging markets throughout Europe, Asia, the Caribbean and Latin America. Now, non-English-speaking agents can utilize the solution with ease, resulting in more efficient, effective contact center operations and enhanced customer service. This version adds globalized support for the Windows locale, all reporting and data entry. It also offers complete OCX integration and globalized/localized menus, wizards, droppable objects, controls, applets, message boxes and on-line help for agent-facing applications.

"The release of this version of EnsemblePro is another proof point of our commitment to continuously improve the way we do business with our customers around the world, and in turn, the way they do business with their customers," said Breslauer. "Companies everywhere are looking for ways to reduce the complexity and costs within their contact centers. The fact that Concerto Software's unified platform brings inbound and outbound multichannel interaction capabilities together in a unique way and also allows for connection to existing investments truly differentiates EnsemblePro in the marketplace."

About Concerto Software(TM)

Concerto Software, Inc. (NASDAQ: CRTO) is a proven and reliable 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 20 years of industry expertise and a singular focus on the contact center - Concerto Software is a trusted partner to more than 1,200 companies across the globe. Concerto Software is headquartered in Westford, Massachusetts, with operations across North America, Europe and Asia. For more information, visit www.concerto.com.

About CTI Direct

CTI Direct is a global CTI (Computer Telephony Integration) specialist with expertise in contact center solutions. The company has more than 100 successful installations of Call Center / Contact Center, CRM and IVR solutions throughout the United States and Latin America with offices in Miami, Florida, Mexico, Colombia, the Caribbean and Central America. For more information, visit www.ctidirect.com.

Note: Concerto Software and EnsemblePro are trademarks of Concerto Software, Inc. All other trademarks are the property of their respective owners.

In addition to historical information contained herein, this press release contains forward-looking statements concerning future expected financial, operating results, and product and marketing strategies. Forward-looking statements in this release include, but are not limited to, estimates of future business prospects or financial results and statements containing the words "believe", "estimate", "project", "expect" or similar expressions. Concerto Software's future actual results could differ materially from the forward-looking statements discussed or implied herein because of risks or uncertainties including, but not limited to, the difficulty in the development, marketing or selling of the company's solutions, difficulty with the recruitment and training of additional partners, risks associated with competition and competitive pricing pressures, technological change, the risk of not releasing products on time, new product introduction and market acceptance stock price volatility, the ability of Concerto Software to attract and retain key personnel, weakness in IT spending, weakness in the contact center market, general economic conditions in the United States and worldwide markets served by Concerto Software, delays as a result of acts of terrorism, the war in Iraq and other geopolitical conflicts, or as a result of the SARS virus, regulatory changes, including restrictions placed on predictive dialing, telemarketing and web technologies and those other factors discussed from time to time in Concerto Software's public reports filed with the Securities and Exchange Commission, such as those discussed under "Certain Factors That May Affect Future Results" in Concerto Software's quarterly reports on Form 10-Q and annual report on Form 10-K. All forward-looking statements and reasons why results might differ included in this release are made as of the date hereof, and Concerto Software assumes no obligation to update any such forward-looking statements or reasons why results might differ.