Frost & Sullivan Recognizes Concerto Software as Company of the Year in the Contact Center Industry for Second Consecutive Year (email this article)

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Jan. 15, 2004--Frost & Sullivan presented its Contact Center Company of the Year Award to Concerto Software Inc. (Company Profile, Past Stories, Case Studies)(Nasdaq:CRTO - News) at last night's 2004 Excellence in Information and Communication Technology Awards Banquet. Concerto Software is the only company to achieve this honor in the Contact Center Industry two years in a row.

A combination of technology and innovative marketing strategies has helped Concerto Software to achieve impressive results in 2003. In fact, the company's revenue performance exceeded market expectations, prompting it to raise its annual revenue and earnings guidance during the second quarter of 2003. This demonstrates its ability to successfully execute strategies even during challenging economic times.

Concerto Software's success lies in its ability to meet both the existing and future needs of the contact center industry. The company's impressive market performance and significant growth can be attributed to EnsemblePro(tm), its next-generation unified contact center solution that includes inbound routing, outbound contact, interactive voice response (IVR), advanced computer telephony integration (CTI) capability, recording and multimedia blending within a unified architecture while also allowing businesses to leverage their existing technology investments.

Besides enabling rapid deployment, ease of use, and cost-effective maintenance, this innovative product meets the requirements of the rapidly growing mid market and is available in English and seven other languages to address the demand arising from new geographic regions outside North America.

Concerto Software's prolific market growth has also been strengthened by the continued demand for Unison®, its leading predictive dialing solution that helps companies meet the exacting standards of the newly enacted federal telemarketing and "Do Not Call" List legislation.

Although the name Concerto Software is new -- having emerged from the acquisition of Cellit by Davox -- the company has extended its brand recognition across new product lines and diverse geographic regions. This is evident from its growing sales, revenue, market share, and a large, loyal, and ever-expanding installed base.

Concerto Software has also exhibited tremendous marketing acumen by deciding to merge with Melita International, one of its key competitors in the outbound dialing market. This move has provided further momentum to the company's expansion strategies and is likely to enhance its financial positioning, customer base, and global reach.

"The hallmark of Concerto Software is its proficiency in converting market changes to its advantage, which is evident from the company's successful restructuring, technology leadership, striking visibility across the media, and increased brand recognition," says Katrina Howell, Frost & Sullivan industry analyst.

For achieving remarkable growth in a stagnant economy for information and communication technologies, Frost & Sullivan presents Concerto Software with the 2004 Contact Center Company of the Year Award. This award is presented annually to the company that has demonstrated outstanding management capabilities, consistent growth, innovation and high quality in products, exceptional customer services besides creating a positive social and economic impact on local and national communities.

Held in Scottsdale, Ariz., the Frost & Sullivan banquet honored world-class companies for outstanding performance and achievements in the information and communication technology industry. An annual event, the banquet recognizes the merit and quality of distinguished individuals and companies in the industry.

About Concerto Software

Concerto Software Inc. is a proven and reliable provider of contact center solutions that help companies better manage customer interactions through voice, e-mail, Web, and fax. With multiple strengths -- financial stability, talented people, innovative technology, more than 20 years of industry expertise, and a singular focus on the contact center market -- Concerto Software is a trusted partner to companies across the globe. Concerto Software is headquartered in Westford, Mass., with operations across North America, Europe, and Asia. For more information, visit www.concerto.com.

About Frost & Sullivan

Founded in 1961, Frost & Sullivan is recognized as a global leader in growth consulting. Frost & Sullivan Awards are presented 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 award recipients in a vast variety of market industries and landscapes. For further information, visit www.frost.com.