Concerto Software Helps ProffCom Increase Agent Efficiency by 40%.

Business Editors/High-Tech Writers

SLOUGH, England--(BUSINESS WIRE)--Aug. 5, 2003

Second-largest Scandinavian-based Outsourcer Selects Concerto 

Software(TM) Solutions for Three Contact Centres

Concerto Software, Inc. (NASDAQ: CRTO), a proven provider of customer interaction management (CIM) solutions, today announced that ProffCom, an outsourced contact centre based in Northern Europe, has reported a 40% increase in agent efficiency after deploying Concerto Software's unified contact centre platform and its LYRICall(TM) agent desktop scripting solution.

ProffCom employs more than 750 people in its contact centres and is currently one of the largest Scandinavian-based contact centre companies. Initially, the company purchased Concerto Software's ContactPro(TM) unified solution with LYRICall for its contact centre in Oslo. Following the success of that operation and the subsequent release of EnsemblePro(TM) - the next version of Concerto Software's unified contact centre platform - ProffCom implemented EnsemblePro and LYRICall in its Swedish and Danish centres.

ProffCom required a scaleable contact centre solution that offered leading-edge predictive dialling functionality along with the capacity to support inbound/outbound channel blending and multiple site deployment.

"Along with all of the feature and functionality requirements we had, we also wanted to work with a financially stable vendor whose reputation for delivering industry-leading solutions was backed by a world-class support and development infrastructure," said Matthew Tilbury, Chief Information Officer at ProffCom. "Concerto Software's financial strength and solid support organization is what ultimately gave ProffCom the confidence that this is a partnership for the long-term and we can grow together over time."

Using Concerto Software solutions, ProffCom subsidiaries have the ability to service customers across all channels of communication including voice, email and the Web. Since the introduction of the Concerto Software solutions, ProffCom estimates that agent efficiency has increased by 40%. In addition, on average, each agent now spends 70% of their time talking with customers.

"The numbers tell the real story. As an outsourced contact centre, agent productivity is of paramount concern to us and the statistical data we obtain from Concerto Software's reports enables us to plan and manage campaigns and agent performance much more efficiently than before, and helps us better control the service we deliver to our clients," said Tilbury. "We have been able to use our size and Concerto Software's technology to be more responsive to our customers' needs and to effectively create and handle large volume campaigns and short-notice requests, unlike many of other outsourcers in this market."

"In today's economic environment, where technology purchase decision-makers are more careful than ever, it is crucial to demonstrate how the right solution can profoundly impact productivity and revenues," said Peter Nicol, Vice President of Europe and Africa for Concerto Software. "What we have helped ProffCom achieve is the kind of measurable result we strive to help all customers obtain by using our unified platform."

About Concerto Software(TM)

Concerto Software, Inc. (NASDAQ: CRTO), is a proven and reliable provider of contact centre 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 centre - 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 ProffCom

ProffCom, with call centres in five European countries, delivers a broad range of customer services, from web integrated help desks to generating qualified leads throughout Europe. With our staff of more than 700 professionals, our extensive knowledge of European markets and our implementation of the latest technology, ProffCom can provide a leading solution for your business. For more information, visit www.proffcom.com.

ProffCom is part of Proffice, one of the fastest growing companies in Europe, according to Growth Plus. Proffice provides flexible staffing solutions such as temporary staffing, recruiting, outsourcing and career and development programs. Proffice operates in Denmark, Finland, Norway and Sweden. Proffice AB is listed on the Stockholmsborsen (Stockholm Stock Exchange). For more information, visit www.proffice.com.

Note: Concerto Software, EnsemblePro, ContactPro and LYRICall 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.