Concerto Software Delivers 300 Percent ROI, $2.6 Million in Annual Savings for National Finance Company.

Business/Technology Editors

WESTFORD, Mass.--(BUSINESS WIRE)--Feb. 25, 2002

BenchmarkPortal Shows Payback Within Four Months of

Implementation

Davox Corporation (NASDAQ: DAVX), now doing business as Concerto Software(TM), a proven provider of customer interaction management (CIM) solutions, today announced the results of an independent research report completed by BenchmarkPortal, Inc., the recognized source for best practice standards and call center performance metrics worldwide. The study tracked GreenPoint Financial, a $13 billion national specialty housing finance company, as it consolidated collections operations and implemented a Concerto Software CIM solution. The results show that Concerto delivered a savings of $2.6 million per year, yielding an ROI greater than 300 percent and payback within four months.

In addition to the $2.6 million annual savings and 300 percent ROI, GreenPoint Financial's contact center realized the following productivity improvements and cost reductions:

--Increased collection agent productivity by 130 percent

--Reduced operating expenses by $65,000 per agent position per year

--Reduced collections staff by 60 percent

"GreenPoint Financial proves that implementing the right CIM technology can have a profound impact on companies' top and bottom lines," said Ralph Breslauer, executive vice president of sales and marketing for Concerto Software. "Powerful business results can be achieved when companies make managing customer operations a priority, and businesses should measure how such initiatives can positively affect revenues and profitability."

CIM Solution Impacts Agent Productivity and Bottom Line Profitability

Prior to implementing the Concerto Software solution, GreenPoint's collection agents spent nearly 35 minutes of every hour trying to reach a live person and only 25 minutes working with customers on delinquent accounts, securing only 4.5 promises-to-pay per agent hour. Concerto Software helped the organization to double its promises-to-pay rate to 10.3 per agent hour, enabling collection agents to increase bottom-line productivity by 130 percent.

The total cost for GreenPoint to create, build out, acquire the necessary technology, recruit, staff and train its centralized collection operation was approximately $800,000. Each agent position is now generating 2.3 times more promises-to-pay at an average cost of $2.59 per promise - $3.94 less than the cost of generating a promise-to-pay before the installation of Concerto's technology. With more than 600,000 promises-to-pay per year, this equates to an annual savings in excess of $65,000 per agent position per year, or $2.6 million per year.

About Concerto Software

On January 10, 2002, Davox announced it had signed a definitive agreement to acquire CELLIT, Inc., a privately held provider of comprehensive, unified CIM solutions, in a cash and stock transaction. The transaction was completed on January 14, 2002. Davox Corporation and CELLIT, Inc. are now doing business as Concerto Software.

Concerto Software provides contact center solutions that help companies more effectively manage customer interactions via voice, fax, email and the web. More than 1,100 companies worldwide - including banks, service bureaus, telecommunications firms, utilities and retailers - use Concerto solutions to deliver superior customer service, and to successfully acquire, retain and grow valuable customer relationships. Concerto Software is headquartered in Westford, Massachusetts, with operations across North America, Europe and Asia. For more information, visit www.concerto.com.

Note: Davox is a registered trademark of Davox Corporation and Concerto Software is a trademark of Davox Corporation. CELLIT and ContactPro are trademarks of CELLIT, 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 of integrating two complex businesses and their products, failure to achieve the beneficial synergies expected from the transaction, the potential for loss of key employees during the integration process, the difficulty in the development, marketing or selling of the company's solutions, risks associated with competition and competitive pricing pressures, technological change, 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, and those other factors discussed from time to time in Davox's public reports filed with the Securities and Exchange Commission, such as those discussed under "Certain Factors That May Affect Future Results" in Davox'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.