Concerto Software and Verint Systems Fine-Tune Contact Center Performance For India's Icon Data Management Limited.

Business/Technology Editors

WESTFORD, Mass. & WOODBURY, N.Y.--(BUSINESS WIRE)--Oct. 29, 2002

Customer Interaction Management/Collaborative Intelligent

Recording(TM) Solution Streamlines Processes, Heightens Customer

Service Quality

Concerto Software, Inc. (NASDAQ: CRTO), a proven provider of customer interaction management (CIM) solutions, and Verint Systems Inc. (NASDAQ: VRNT), a leading provider of analytic solutions today announced that Icon Data Management Limited (IDML) has implemented both companies' solutions in its Noida contact center. IDML is a business process and customer contact outsourcing firm serving companies in India, the United States and the United Kingdom.

IDML marks the completion of the first joint Concerto-Verint implementation in India under the terms of a technology alliance agreement between the two companies. The 225-seat IDML contact center pairs Concerto Software's Ensemble(TM) CIM solution with Verint's ULTRA(TM) Intelligent Recording(TM) to streamline interaction management and improve overall customer service. As a result of the implementation, IDML has reported experiencing marked increases in the quality of its customer service, with productivity gains as high as 15 percent.

"For the first time, we are able to extract actionable intelligence about our customers and business processes from every interaction and enrich each subsequent interaction with the intelligence we have gained," remarked Devraj Malhotra, IDML chief technology officer. "The Concerto-Verint solution enables IDML to more efficiently manage interactions in a multimedia environment and deliver a superior customer experience."

With a staff of more than 300, IDML offers the back-office infrastructure, technology and professional services that enable companies to focus on their core competencies. IDML relies on the Concerto-Verint solution to speed transaction verification, train and evaluate agents, and collect and disseminate business-critical customer intelligence during multi-channel outbound campaigns.

"Together, Concerto and Verint are helping IDML to realize tangible business benefits," said Pramod Ratwani, vice president of Asia Pacific for Concerto. "By partnering with leading technology providers like Verint, we are able to deliver complete solutions that are designed to meet customers' specific contact center requirements."

Concerto Software's Ensemble solution facilitates proactive customer contact with predictive and preview dialing, campaign and call list management, automated messaging and scheduled recalls. Verint's ULTRA Intelligent Recording measures experience, process, and performance across the enterprise for various types of customer interactions and generates actionable intelligence that can be delivered directly to the desktops of key decision makers. The tightly integrated Ensemble and ULTRA solutions give IDML a richer set of customer intelligence to generate sales opportunities and quickly and accurately finalize business transactions. The solution also provides IDML with the capability to monitor and coach its contact center representatives in real-time - a significant advantage in meeting and exceeding customer expectations.

"By making actionable intelligence available throughout the enterprise, we believe customer contact outsourcers, such as IDML, can gain a distinct competitive advantage and a value-added service that they can pass on to their own clients," noted Ady Meretz, vice president of Verint's Asia Pacific Operations. "The implementation at IDML shows how this approach fuels a consistent, branded customer experience, regardless of where the customer service center resides."

About Icon Data Management Limited

Icon Data Management Limited (IDML) is a subsidiary of GHCL, the flagship company of Dalmia Brothers Private Limited, a US$250 million diversified group with interests in chemicals, food products, telecom and IT. IDML partners with global outsourcing companies and large global corporations to create dedicated and custom designed Indian facilities for providing remote delivery of Customer Contact and Business Processes Services. IDML has been providing 24x7x365 service to leading North American and European customers. www.e-icondata.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 1,200 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.

About Verint Systems Inc.

Verint Systems Inc., headquartered in Woodbury, New York, is a leading provider of analytic solutions for communications interception, digital video security and surveillance, and enterprise business intelligence. Verint software, which is used by over 800 organizations in over 50 countries worldwide, generates actionable intelligence through the collection, retention and analysis of voice, fax, video, email, Internet and data transmissions from multiple communications networks. Verint is a subsidiary of Comverse Technology Inc. (NASDAQ: CMVT). Visit us at our website www.verintsystems.com.

Note: Verint and ULTRA are trademarks of Verint Systems Inc. Other names may be trademarks of their respective owners.

Concerto Software and Ensemble are trademarks of Concerto Software, Inc., formerly known as Davox Corporation. All other trademarks are the property of their respective owners.

This release may contain forward-looking statements that involve risks and uncertainties. There can be no assurances that forward-looking statements will be achieved, and actual results could differ materially from forecasts and estimates. Important factors that could cause actual results to differ materially include: changes in the demand for the company's products; changes in capital spending among the company's current and prospective customers; the risks associated with the sale of large, complex, high capacity systems and with new product introductions as well as the uncertainty of customer acceptance of these new or enhanced products from either the company or its competition; risks associated with rapidly changing technology and the ability of the company to introduce new products on a timely and cost-effective basis; risks associated with changes in the competitive or regulatory environment in which the company operates; risks associated with significant foreign operations and international sales and investment activities, including fluctuations in foreign currency exchange rates, interest rates, and valuations of public and private equity; the volatility of macroeconomic and industry conditions and the international marketplace; risks associated with the company's ability to retain existing personnel and recruit and retain qualified personnel; and other risks described in filings with the Securities and Exchange Commission. These risks and uncertainties, as well as others, are discussed in greater detail in the filings of the company with the Securities and Exchange Commission.