Concerto Software Wins CRM Excellence Award; Customer Inter@ction Solutions Magazine Honors Concerto's Innovation and Vision.

Business/Technology Editors

Concerto Software, Inc. (NASDAQ: CRTO), a proven provider of customer interaction management (CIM) solutions, today announced that it was recently awarded the CRM Excellence Award from Technology Marketing Corporation's Customer Inter@ction Solutions Magazine. The award, highlighted in the publication's July 2002 issue, honors vendors that deliver superior customer relationship management (CRM) products and services with quantifiable customer benefits.

"Our editors selected Concerto Software for its innovation and vision, as well as for the outstanding impression it has made amongst market constituents," said Rich Tehrani, president and group editor-in-chief of Technology Marketing Corporation. "The CRM Excellence award is designed to honor companies with innovative products that have furthered customer relationship management. We are pleased to award Concerto Software our highest honor in recognizing its exemplary contribution to the industry."

The winning application was based on Concerto's implementation of ContactPro(TM), its unified CIM solution, at Air Jamaica Vacations. ContactPro enables Air Jamaica Vacations to handle 50 percent more calls and helps provide customers with a more seamless and personalized experience by employing advanced interactive voice response (IVR) capabilities combined with skills- and rules-based routing - routing customers to the most suitable agents.

"ContactPro lets us match a customer's travel desires with an agent's skills and experience, and that has made our business much more dynamic," said Carlisle Vason, senior vice president, Air Jamaica Vacations.

"Concerto strives to deliver world-class solutions that solve customers' mission critical business problems," said Ralph Breslauer, executive vice president, sales and marketing, Concerto Software. "We are pleased that Customer Inter@ction Solutions Magazine has recognized our work with Air Jamaica Vacations with this honor."

ContactPro leverages real-time knowledge about customer relationships in delivering a personalized, consistent experience across all communication channels - voice, fax, email and the Web. This unified solution eliminates the costs and complexities associated with multi-vendor integration found in traditional contact center environments. ContactPro incorporates all of the functionality required for superior customer interaction management, while improving contact center productivity.

About Concerto Software(TM)

Concerto Software provides contact centre 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 and ContactPro 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 centre 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.