Concerto Software to Showcase CIM Solutions at ICCM Tradeshow.

Business/Technology Editors

ICCM 2002

WESTFORD, Mass.--(BUSINESS WIRE)--July 30, 2002

Product Demonstrations, Joint Siebel Exhibit and Conference Presentation to Highlight Company's Leadership Position at Industry's Largest Tradeshow

Concerto Software, Inc. (NASDAQ: CRTO), a proven provider of customer interaction management (CIM) solutions, today announced it will be exhibiting its award-winning contact center solutions at International Call Center Management (ICCM) 2002, to take place July 29 - August 1 in Chicago's Lakeside Center at McCormick Place.

Concerto Software solutions incorporate all of the functionality required for superior customer interaction management, while improving contact center efficiency and productivity. Concerto's CIM technologies leverage real-time knowledge about customer relationships enabling companies to deliver a personalized, consistent customer experience across all communication channels - including voice, fax, email and the Web. The company's unified CIM solution also eliminates the costs and complexities associated with multi-vendor integration found in traditional contact center environments.

"ICCM is part of Concerto's global sales and marketing effort to highlight our proven solutions in front of customers and prospects," said Ralph Breslauer, executive vice president of sales and marketing. "Our sales and technical teams will provide valuable information to help contact center managers deliver top-notch service and generate revenue, while controlling costs."

In addition to its exhibit in booth 509, Concerto Software co-founder and fellow, James Mitchell, will lead a conference session entitled "Routing in Multimedia Contact Centers," on July 31 from 12:30 - 1:45 p.m. The session will address the need for contact centers to manage customer interactions across telephone, email and web channels. Attendees will learn how routing technology functions in the multimedia environment, how to ensure customer data moves across channels, and how to prioritize customer queries to improve contact center efficiency.

As part of an ongoing partnership, Concerto will also co-exhibit with Siebel in booth 913, where the companies will highlight the Siebel/Concerto joint offering. Concerto and Siebel recently completed phase two of a 15-city joint seminar series educating companies on the value of implementing unified CIM/CRM solutions.

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 is a trademark 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.