Concerto Software and Siebel Systems to Launch Joint Go-To-Market Initiative Promoting Pre-Packaged CIM/CRM Solution.

Business Editors/High-Tech Writers

WESTFORD, Mass.--(BUSINESS WIRE)--March 10, 2003

Concerto Software(TM) Joins Siebel Alliance Program as a Strategic

Software Partner

Concerto Software, Inc. (NASDAQ: CRTO), a proven provider of customer interaction management (CIM) solutions, today announced that it has joined the Siebel Alliance program as a strategic software partner. Concerto Software and Siebel Systems will jointly market Contact Center FastStart, a packaged contact center solution that includes the Concerto EnsemblePro application, Siebel 7 Call Center, a validated integration and pre-packaged implementation services. Concerto Software and Siebel Systems will continue selling their respective solutions independently.

The Contact Center FastStart solution enables companies to implement a unified CIM/CRM (customer relationship management) strategy in significantly less time than it would take to achieve in a traditional call center environment. The integration of EnsemblePro and Siebel eBusiness Applications version 7 has been successfully validated by Siebel Systems for voice interactions. To ensure quick implementation, Concerto Software has designated select professional systems integration firms to deliver pre-packaged deployment services.

With Contact Center FastStart, users can now easily access CRM data while interacting with customers across all channels, enabling them to deliver appropriate service based on customer value. Companies can use real-time customer information, business rules, and agent skill sets when dynamically routing interactions. The combination of Concerto Software's EnsemblePro and Siebel 7 is a more rapidly deployable, cost-effective alternative to the complex, multivendor installations found in traditional contact centers.

"The combination of Siebel eBusiness Applications and EnsemblePro enables companies to more quickly implement CRM initiatives in a multichannel contact center environment," says Kevin Nix, Group Vice President, Industry Applications, Siebel Systems. "The Contact Center FastStart solution from a market leader like Concerto Software is ideal for companies that want robust functionality, yet require rapid installation, ease of use, and quick return on investment--all critical requirements for selecting the right technology."

Concerto Software's EnsemblePro is a unified contact center solution that has been architected from the ground up to incorporate the functionality required by multimedia contact centers. These include automatic call distribution (ACD); predictive dialing; interactive voice response (IVR); Web chat and collaboration; and universal queuing, recording, and reporting--while also offering the ability to connect with, and add value to, existing contact center point solutions. Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications software, and business processes, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business.

"Our shared focus on customer satisfaction is the foundation upon which the Concerto Software/Siebel Systems partnership is built. The overarching goal of this strategic alliance is to provide a packaged contact center solution that helps companies improve customer service, increase productivity, and enhance business processes while reducing complexity," says Ralph Breslauer, Executive Vice President, Sales and Marketing, Concerto Software. "The combination of Concerto Software's unified contact center solution with Siebel Systems' world-class eBusiness applications will enable companies to effectively use what they know about their customers when interacting with them to deliver the best service possible, and therefore build the strongest relationships."

Siebel Systems forms alliances with proven technology leaders to deliver tangible business benefits throughout the enterprise. By choosing Siebel eBusiness Applications and validated partner solutions, Siebel Systems' customers can pursue a best-of-class software acquisition strategy and quickly deploy the very best solution available. The Siebel Validation Program applies rigorous technical scrutiny to evaluate the integration of third-party solutions with Siebel eBusiness Applications. Integrations that meet the rigorous standards of Siebel Systems' testing criteria are validated and documented by the Siebel Alliance Program.

About Concerto Software(TM)

Concerto Software provides contact center solutions that help companies more effectively manage customer interactions across all channels. More than 1,200 companies worldwide - including banks, service bureaus, telecommunications firms, utilities and retailers - use Concerto Software 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 EnsemblePro 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 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.

Siebel is a trademark of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only.