Concerto Software launches contact centre solutions
Thursday, 21 November 2002, 20:30 IST
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NEW DELHI: Concerto Software Inc., a Nasdaq listed company and the market leader in customer interaction management (CIM) solutions in India, Tuesday launched EnsemblePro 5.0. that provides flexibility and add-value to existing contact centres. Designed and built to incorporate the functionality required by multimedia contact centres, EnsemblePro manages customer interactions across all channels - including voice, e-mail, the Web and fax, according to a company statement here. The solution provides a single control point for routing, monitoring, recording, reporting and administration of all contact centre functions. This enables supervisors to configure multi-channel campaigns from a single desktop, obtain a universal view of all contact centre activities and generate comprehensive reports across all channels, including any existing solutions to which it has been connected. "Anticipating market demands, we envisioned creating a next-generation CIM solution that would make implementing and operating a true multimedia contact centre attainable and affordable for users, regardless of their existing infrastructure and business requirements," said James Foy, president and CEO of Concerto Software, in a statement. "That vision was the driving force behind the formation of Concerto Software, and with the launch of EnsemblePro, we deliver on that promise precisely as planned," Foy said. The new product is the result of collaborative development efforts that began when Davox Corporation merged with CELLIT Technologies to form Concerto Software in January 2002. Headquartered in Westford, Massachusetts, the company has operations across North America, Europe and Asia. EnsemblePro is expected to be generally available by next month. More than 1,200 companies worldwide - including banks, service bureaus, telecommunications firms, utilities and retailers - use Concerto solutions to deliver superior customer service. The company claims to have a 74 percent market share in India. "This solution should enable Concerto Software to reach a broader base of potential customers as it greatly reduces complexity and accommodates the diverse requirements of both new and existing contact centres," said Alpa Shah, research director of Frost & Sullivan.
Source: IANS
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