Concerto Software Expands Contact Center Offerings by Acquiring CenterForce Technologies' Performance Optimization and Workforce Management Solutions.Business Editors/High-Tech Writers WESTFORD, Mass.--(BUSINESS WIRE)--April 26, 2004 Customers Can Now Reap Benefits of Working with Single Solutions Provider for All Contact Center Needs Concerto concerto (kənchâr`tō), musical composition usually for an orchestra and a soloist or a group of soloists. In the 16th cent. concertare and concertato implied an ensemble, either vocal or instrumental. Software, Inc., a proven provider of contact center solutions, announced today that it has acquired all assets and certain liabilities of CenterForce Technologies, a pioneer in contact center performance optimization optimization Field of applied mathematics whose principles and methods are used to solve quantitative problems in disciplines including physics, biology, engineering, and economics. and workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. software. The acquisition brings four new solutions to Concerto Software's product suite, including RightForce(R) for Internet-based workforce management; Analyzer analyzer /ana·ly·zer/ (an´ah-li?zer) 1. a Nicol prism attached to a polarizing apparatus which extinguishes the ray of light polarized by the polarizer. 2. (TM) for performance analysis and agent scorecards; Optimizer Hardware or software that improves performance. See defragment and disk management. (TM) for best-time-to-call; and Planner(TM) for workforce planning Strategic Workforce Planning involves analyzing and forecasting the talent that companies need to execute their business strategy, proactively rather than reactively, it is a critical strategic activity, enabling the organization to identify, develop and sustain the workforce and forecasting for outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" campaigns. Companies can now look to Concerto Software for its knowledge and capabilities across the contact center, from helping them manage customer interactions across multiple channels to maximizing the power and efficiency of their agents through analysis and scheduling. "Given that one of the most significant investments made in any contact center is in the agents themselves, adding the CenterForce products to our portfolio enables us to offer our customers additional expertise and functionality that can dramatically improve the way they manage their businesses - and therefore improve their bottom lines," said Jim Foy, President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Concerto Software. "By offering performance optimization and workforce management solutions, we are providing customers with even more choice and flexibility, combined with the benefit of being able to build a true long-term partnership with a single solutions provider." CenterForce Technologies joined the Concerto Software Technology Partner Program as a Premier Partner in 1996. As a result of this, many joint customers currently benefit from the value of the existing product integrations between all of CenterForce's performance optimization solutions and the suite of Concerto Software contact center solutions. With this acquisition, Concerto Software intends to enhance and deepen deep·en tr. & intr.v. deep·ened, deep·en·ing, deep·ens To make or become deep or deeper. deepen Verb to make or become deeper or more intense Verb 1. these integrations, enabling customers to realize even greater value from the joint solutions more quickly and easily. "We have been using both Concerto Software and CenterForce for several years and have seen tangible improvements in our agent productivity and overall efficiency," said Sue Dickason, Senior Vice President, Centralized cen·tral·ize v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es v.tr. 1. To draw into or toward a center; consolidate. 2. Collections at Branch Bank & Trust. "We expect enormous value in now having these solutions managed and supported by one company with a solid track record and we anticipate a long, prosperous relationship with Concerto Software." Bob Kelly, CenterForce's CEO, has joined Concerto Software as Vice President of Performance Optimization Solutions and the former CenterForce Bethesda, MD headquarters is now a Concerto Software office. "We are excited to become an integral part of Concerto Software," said Kelly. "Our suite of solutions will provide significant value-add for customers that are looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. the next level of performance from their contact center human and technology resources." About Concerto Software Concerto Software, Inc. 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 companies across the globe. Concerto Software was selected by leading industry analyst firm, Frost & Sullivan, as the sole recipient of its Contact Center Company of the Year Award in 2003 and 2004, and is also the only company to earn this distinction two years running. Concerto Software is headquartered in Westford, Massachusetts Westford is a town in Middlesex County, Massachusetts, United States. The population was 20,754 at the 2000 census. History Westford was first settled in 1635. Originally a part of neighboring Chelmsford, West Chelmsford soon grew large enough to sustain its own , with operations across the Americas, Europe and Asia Pacific. For more information, visit www.concerto.com. Note: Concerto Software is a trademark of Concerto Software, Inc. RightForce is a registered trademark of CenterForce Technologies and Analyzer, Optimizer and Planner are trademarks of CenterForce Technologies. All other trademarks are the property of their respective owners. |
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