Concerto Software Selected To Provide Customer Interaction Solutions for Daksh eServices.

Business/Technology Editors

WESTFORD, Mass. and NEW DELHI, India--(BUSINESS WIRE)--May 29, 2002

Leading Indian Service Bureau Chooses Ensemble(TM) and LYRICall(TM)

to Manage Multi-channel Interactions for Fortune 500 Companies

Concerto Software, Inc. (NASDAQ:CRTO), a proven provider of customer interaction management (CIM) solutions, today announced that Daksh eServices, a leading eCRM co-sourcing company in India, has selected Concerto Software's Ensemble Customer Contact Suite and LYRICall agent desktop solution for its multi-channel contact center.

Daksh, the largest contact center in India with more than 2,000 agents, is implementing Ensemble and LYRICall to enhance the customer care services it delivers to Fortune 500 clients including Amazon, Sprint, a leading financial conglomerate and Yahoo. Daksh will use Concerto's solutions to integrate inbound and outbound voice, email and web functionality to better manage customer interactions across multiple channels. Daksh anticipates a rapid return on investment through improved agent productivity and increased customer satisfaction.

"We needed a scalable, cost-effective, easy-to-deploy solution that also offered all of the multi-channel capabilities our clients and their customers demand," said S.L. Bhattacharya, chief technology officer at Daksh. "Concerto's technology was the clear choice for Daksh as we constantly strive to deliver premium service and stay ahead of the competition."

According to international market research and consulting company Frost & Sullivan, India is the fastest growing market for contact center systems in the Asia Pacific region, with a projected compound annual growth rate of 24 percent from 2000 to 2007. Frost & Sullivan also reports that Concerto has a dominant 74 percent market share for outbound call center systems in India.

"Concerto is committed to customer satisfaction and we are pleased to be working with Daksh to ensure they can offer their clients the most advanced, comprehensive capabilities in the Indian service bureau industry," said Pramod Ratwani, Concerto's Vice President of Asia Pacific. "Helping our customers grow their businesses benefits everyone, and our relationship with Daksh further establishes Concerto's leadership position in the fast-growing Indian contact center market."

About Daksh eServices

Daksh eServices is a leading Indian eCRM co-sourcing company, which offers a range of blended customer care services including voice, email response, real-time chat, knowledge management, eCRM architecture and other value added services to Fortune 500 companies. Founded in January 2000, in Gurgaon, India, Daksh has built a truly world-class contact center facility with best-in-class computing tools and a leading-edge communications infrastructure. The facility can scale to 5000 people across three shifts to accommodate client needs. For more information, visit www.daksh.com.

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, Ensemble and LYRICall are trademarks 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.