Concerto Software Delivers New Version of Browser-based Desktop Automation Solution, LYRICall; Version 3.0 Adds Desktop Capabilities to Unified CIM Solution, ContactPro.

Business/Technology Editors

Concerto Software (NASDAQ: CRTO), a proven provider of customer interaction management (CIM) solutions, today released the latest version of its browser-based desktop automation solution, LYRICall(TM). LYRICall 3.0 is fully integrated with Concerto's unified CIM solution, ContactPro(TM), adding screen pop and scripting capabilities, and enhancing ContactPro's ability to effectively manage customer interactions via phone, fax, email and the Web.

LYRICall, the industry's first browser-based application and scripting tool, provides customer care representatives with complete scripting capabilities via the simplicity of a Web browser. Its point-and-click wizards and templates do not require programming skills and allow users to rapidly create screens and scripts, and simply incorporate business rules. In addition, LYRICall enables agents to access real-time information from multiple data sources - including host systems, legacy applications, the Internet, and corporate intranets and extranets - enabling them to quickly deliver accurate information to customers and improve service.

The integration of LYRICall 3.0 with ContactPro demonstrates continued execution of Concerto's aggressive plan to converge the product lines brought together by the January 2002 merger of Davox Corporation and CELLIT Technologies. LYRICall is now fully integrated with all of Concerto's CIM solutions, including Unison(R) and Ensemble(TM).

"The release of LYRICall 3.0 represents a critical milestone in Concerto's product convergence strategy," said Ralph Breslauer, executive vice president of sales and marketing for Concerto. "We are making continuous progress toward delivering comprehensive CIM solutions that meet the needs of the diverse and growing contact center market."

With the LYRICall/ContactPro integration, agents handling inbound and outbound telephone contact with customers are presented with a customizable LYRICall screen pop showing all relevant information about the customer. This enables the agent to provide faster and more accurate service. The solution's intuitive design and ease of use boost productivity by significantly reducing agent training time, improving customer satisfaction and simplifying overall contact center management.

[pilcrow (paragraph sign)] "The powerful combination of LYRICall and ContactPro provides contact center managers with the best of both worlds--powerful browser-based scripting joined with an innovative solution for unified, multichannel customer contact," said Breslauer. "With LYRICall 3.0, Concerto users are able to deliver even more personalized customer service, therefore increasing overall satisfaction and long-term customer value."

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 1,100 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: Concerto Software, LYRICall, ContactPro and Ensemble are trademarks of and Unison is a registered trademark of Concerto Software, Inc., formerly known as Davox Corporation. 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, terrorist activity, war or general instability in the Asia Pacific Region 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.