Concerto Software -  Call Center Software   

(978) 952-0200

6 Technology Park Drive
Westford, Massachusetts 01886
www.concerto.com 
 

Sales

$100 million

Business Description 

Concerto Software provides call center software solutions that help companies more effectively manage customer interactions via voice, Email, the Web and facsimile. Our solutions are used by more than 1,o00 companies worldwide – including financial services institutions, telecommunications firms, utilities, and retailers – to improve communication with customers, reduce operating costs and deliver superior customer service. The mission of the Company is to become the dominant global supplier of customer interaction management (“CIM”) solutions that provide companies with a competitive advantage in attracting, retaining and growing valuable customer relationships.

The Company’s product strategy is focused on its four major product lines: EnsemblePro™ unified call center software suite; ContactPro™; Ensemble™ customer call center software suite; and the Unison® call management system.

The EnsemblePro™ unified call center software platform has been developed from the ground up to incorporate the functionality required by multimedia contact centers while also offering the ability to connect with, and add value to, existing contact center investments. EnsemblePro manages customer interactions across multiple channels – including voice, Email, the Web and facsimile. This solution provides a single control point for routing, monitoring, recording, reporting and administrating of all contact center functions. EnsemblePro delivers the benefits of a unified solution, while integrating with and adding value to existing contact center investments.

ContactPro™ is a unified, multi-channel call center software solution. ContactPro provides a single platform that routes, monitors, records, reports and administers all contact center interactions via telephone, Email, the Web and facsimile. ContactPro incorporates inbound skills-based routing, outbound predictive dialing, Email management, Web chat and collaboration, interactive voice response (“IVR”) and voice messaging.

The Ensemble™ call center software suite integrates inbound and outbound calling and enables companies to blend agents and dialing. Ensemble is designed to leverage a company’s existing investment in telephony and systems infrastructure.

The Unison® outbound call center software solution is our industry-leading outbound and blended call management solution that is designed to automate proactive telephone based customer contact activities. Unison provides key outbound call management functionality, including predictive and preview dialing, campaign and call list management, scheduled recalls, automated messaging, real-time filtering, system alerts, and voice/data transfers. Unison also provides a graphical management console that monitors critical functions and displays information about calling campaigns.

The LYRICall™ agent desktop is our browser-based scripting call center softwaresolution that harnesses the power and simplicity of browser technology to deliver robust, platform independent agent screens and scripts. The call center software links front-line customer service representatives with back-office customer information systems, enabling customer service representatives to access data quickly and to execute successful customer contacts. Lyricall can be used with Unison, Ensemble, ContactPro and EnsemblePro.
 

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