Concerto Software Helps RAC Increase Agent Productivity by 46% 
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SLOUGH, UK - 9th December 2003 - Concerto Software, Inc. (Company Profile, Past Stories, Case Studies), a proven provider of customer interaction management (CIM) solutions, today announced that RAC, a leading UK motoring organisation, has reported a 46% increase in agent productivity and 100% increase in its sales and renewal rate after deploying Concerto Software's Unison® and LYRICall solutions in its UK contact centre.
 
RAC selected Concerto Software solutions for its 55-seat outbound contact centre in the South West of England to replace an existing system that no longer offered the necessary efficiencies. After careful analysis of its requirements, RAC concluded it required a solution that could increase agent productivity significantly and deliver complete return on investment within 12 months.
 
Sales Manager at RAC, Simon Mayo comments, "Our contact centre is the channel by which we respond to the majority of our customers' needs. Therefore, the efficiency of the solutions we use in the contact centre has a direct impact on our customer experiences and our bottom line. From the agents on the floor through to the management team, we have found Concerto Software's technology to be extremely reliable and robust. The predictive dialler capability can be used for any project from a typical sales campaign through to a debt management campaign. This flexibility is just one of the benefits that we have experienced. As a result, our sales have increased, our operating costs have been reduced and our agents are able to offer a more responsive service to customers, which we consider to be the most important factor."
 
RAC is using Concerto Software's Unison predictive dialler and LYRICall agent desktop scripting solution. Unison has been specifically designed for businesses that undertake extensive telemarketing, proactive customer contact, and collections campaigns. Unison contains all of the tools needed for outbound customer contact, including predictive dialling, call blending, browser-based agent desktop, real-time reporting and campaign development. These tools serve to maximize the productivity of agents, and work to enhance the quality of each contact. LYRICall is a browser-base scripting tool that gives agents access to the data they need to deliver a superior customer experience.
 
"ROI is one of the critical factors that companies evaluate when investing in technology today and this is an example of how matching the right technology to the customer's needs can maximise the results," comments Peter Nicol, vice president Europe and Africa of Concerto Software. "RAC operates in a highly competitive market space, which means the customer experience is vitally important and we are confident that Concerto Software? solutions will continue to have a direct positive impact on RAC's contact centre and cost efficiencies".
 
About Concerto Software
Concerto Software, Inc. (NASDAQ: CRTO), is a proven and reliable provider of contact centre solutions that help companies better manage customer interactions via voice, email, the Web and fax. With multiple strengths - including financial stability, talented people, innovative technology, more than 20 years of industry expertise and a singular focus on the contact centre - Concerto Software is a trusted partner to more than 1,200 companies across the globe. Concerto Software is headquartered in Westford, Massachusetts, with operations across North America, Europe and Asia. For more information, visit www.concerto.com.
 
About RAC
RAC plc provides motoring and vehicle solutions to individual and business customers through five inter-related business groupings: RAC Consumer Services sells a comprehensive range of motoring solutions to individual customers, including financial, legal and travel services, RAC Auto Windscreens and BSM.
 
Note: Concerto Software, EnsemblePro, ContactPro and LYRICall 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 in the development, marketing or selling of the company's solutions, difficulty with the recruitment and training of additional partners, risks associated with competition and competitive pricing pressures, technological change, the risk of not releasing products on time, 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, delays as a result of acts of terrorism, the war in Iraq and other geopolitical conflicts, or as a result of the SARS virus, regulatory changes, including restrictions placed on predictive dialing, telemarketing and web technologies 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.