WESTFORD, Mass., Aug. 9, 2005 - Concerto Software (Company
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Studies), a leading provider of contact center solutions, today announced that CashCall, Inc., a consumer lending company, selected Concerto EnsemblePro for implementation in its fast-growing Irvine, Calif. contact center.
Concerto EnsemblePro provides CashCall, a new Concerto customer, with a unified inbound and outbound multi-channel solution that can easily be integrated with other contact center products. Call blending will reduce CashCall's agent idle time by handling a mix of inbound and outbound interactions based on demand and traffic. The predictive dialer will automate CashCall's manual dialing functions, incorporate real-time access to customer information and determine the correct pacing for outbound calls.
CashCall is also taking advantage of the interactive voice response (IVR) and recording capabilities built into Concerto EnsemblePro. With the IVR, CashCall can facilitate and fulfill customer inquiries and requests, such as account or loan status information, without requiring agent assistance. The recording functionality will enable contact center managers to review interactions between agents and customers allowing CashCall to modify and fine-tune the customer experience.
"CashCall was created to simplify the consumer loan application process and we carry that philosophy throughout the organization, including the contact center," said Louis Ochoa, director of loan servicing, CashCall. "To help make that happen, we needed a contact center solution that would improve productivity and overall efficiency while providing a rapid return on our investment. We chose Concerto because they have a clear understanding of our business processes and corporate strategy. The Concerto EnsemblePro solution is a perfect fit for CashCall because it gives us the tools we need to achieve our objectives today and as we continue to grow."
As a unified solution, Concerto EnsemblePro will enable CashCall to apply a consistent set of business rules across channels, helping them better serve customers and achieve their strategic objectives. Whether customers interact with CashCall by phone or email, they can expect the same level of service. With this functionality, CashCall will also be able to prioritize customers based on their value to the organization and then have the most appropriate agent manage each interaction.
"As a dynamic and growing organization, CashCall recognized that much of what they were trying to achieve could be done much faster and more efficiently with a unified contact center solution," said Ralph Breslauer, executive vice president of sales and marketing at Concerto. "With Concerto EnsemblePro, CashCall's customers will have more interaction options and its agents will have the tools and information they need to provide the best level of service. As a result, CashCall will be able to maximize customer relationships, while reinforcing their brand of simplifying the loan process. "
Built from the ground up to scale from 10 to thousands of seats, Concerto EnsemblePro is the industry's first complete contact center solution that unites inbound, outbound and blended multi-channel contact (voice, email, web and fax), while delivering robust queuing, routing, reporting and agent empowerment capabilities in a single solution.
About CashCall
CashCall, Inc. is a consumer lending company that is revolutionizing the lending industry with its fully automated online lending program. Its state-of-the-art technology allows CashCall to wire loan proceeds directly into customer's bank account within hours of applying for a loan. Established in July 2003, CashCall is based in Irvine and currently focuses its lending primarily in California. The privately held company has loaned more than $170 million to roughly 41,000 customers. More information about CashCall can be found at www.cashcall.com.
About Concerto Software
Concerto Software, the founder of the contact center industry, is 100 percent focused on providing proven, innovative products and services that enable key business processes including customer service, collections, and sales and telemarketing for in-house and outsourced contact centers. Each day, companies around the globe conduct more than 50 million customer interactions using Concerto's flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact. Headquartered in Westford, Mass., Concerto has operations across the Americas, Europe and Asia Pacific. For more information, visit www.concerto.com.
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Note: Concerto Software is a registered trademark of Concerto Software, Inc.; EnsemblePro is a trademark of Concerto Software, Inc; All other trademarks or tradenames are the property of their respective owners.
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