Frost & Sullivan Names Concerto Software 'Company of the Year'; Award Recognizes Company's Excellence as Single Recipient in Contact Center Space.

Business Editors/High-Tech Writers

WESTFORD, Mass.--(BUSINESS WIRE)--Jan. 22, 2003

Concerto Software(TM), Inc. (NASDAQ: CRTO), a proven provider of customer interaction management (CIM) solutions, today announced that it has been recognized as "Company of the Year" by Frost & Sullivan. The award is presented annually to one company in a given industry that has demonstrated unparalleled excellence in several areas including financial performance, business development, competitive strategy, customer service leadership, technological innovation, management and marketing.

Frost & Sullivan honored Concerto Software for its consistent growth and outstanding management following the merger of Davox Corporation and CELLIT Technologies in January 2002, its strong and growing market presence, its execution of innovative strategies within the competitive contact center market and demonstrating the ability to combine technology with successful marketing initiatives. Other companies in the communication and IT sector receiving top honors from Frost & Sullivan include IBM, Sun Microsystems, WebEx and Verizon.

"During the past year, Concerto Software has achieved two very significant goals: demonstrated a well-executed acquisition and successful integration of technologies resulting in the launch of EnsemblePro, and sustained profitability in a down economy. Either one of these achievements alone would cause the company to stand out among its competitors, but together they demonstrate that Concerto Software is well-positioned on the path to market leadership," said Alpa Shah, research director at Frost & Sullivan. "While other companies report that the current economic climate has negatively impacted their ability to sell, Concerto Software has reported continued growth and quickly established itself as a notably strong industry player."

In order to select the award recipient, Frost & Sullivan analysts quantified several factors for each market participant according to predetermined criteria. This process included interviews with all market participants, customers and suppliers, along with extensive secondary and technology research. The companies' efforts were then analyzed based on the number of new customers, new segments and commitment to business expansion together with market growth. Industry participants were then ranked based on the predetermined measurement criteria, including market share growth and improvement, proof of success executing a restructuring, marketing strategy, new market penetration, promotion and visibility of the company through several available mediums and evidence of success derived from innovative strategies.

"In one short year, Concerto Software has made great strides toward achieving our stated goal of global market leader in the customer interaction management industry," said Jim Foy, president and chief executive officer of Concerto Software. "We are honored to have our efforts in 2002 validated with this award by the highly-regarded experts at Frost & Sullivan."

About Frost & Sullivan

Founded in 1961, Frost & Sullivan is recognized as a global leader in growth consulting. Frost & Sullivan presents Market Engineering Awards to companies that demonstrate excellence in their industry, commending the diligence, commitment, and innovative business strategies required to advance in the global marketplace. Frost & Sullivan rigorously analyzes specific criteria to determine Market Engineering Award recipients in a vast variety of market industries and landscapes. For further information, visit www.frost.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.

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 the potential for loss of key employees, 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, losses resulting from litigation, 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.