Concerto Software Group Holdings Ltd, today announced its affiliate, FirstPoint Contact Corporation, has licensed the product source code of Call Center Studio, a browser-based scripting design tool, for all future development and product support to Stroudwater Contact Point, an organisation specialising in the design, implementation and support of customer interaction solutions.
"This product, which Stroudwater will be marketing as the Dirigo Contact Suite, represents a unique capability in the market; we are excited by the opportunity to build upon the success of this product line and expand opportunities for both Stroudwater Contact Point and Concerto," said Bill Hunt, president of Stroudwater Contact Point.
"Over the last 30 years, Concerto and its affiliates have developed a significant amount of technology and owns much of the intellectual property being used in the contact centre industry today," said Roger Sumner, chief technology officer at Concerto Software.
"By licensing technology to other organisations, such as Stroudwater, who are keen to expand the technology Concerto has developed, provides additional opportunities for end-users of the products."
As part of the licensing agreement, Stroudwater Contact Point will develop new products for the Dirigo Contact Suite based upon the intellectual property and source code originally developed for the Call Center Studio product line.
The product enables agents to quickly and seamlessly access the information they need to conduct successful customer interactions. It provides contact centre administrators with a tool to easily build scripts to prompt agents through calls and call flows, allowing agents to handle customer inquiries more effectively and provide a more consistent level of customer service.
Current Concerto Call Center Studio users have the option to migrate to the Dirigo Contact Suite under their current support plans.
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Stroudwater Contact Point, LLC helps companies "Realise the Value of Customer Contact" through the effective implementation of customer contact technology, and the aligning of the implementation of technology with specific business goals.
Founded in 1998, Stroudwater Contact Point works with organisations to determine the appropriate blend of people, process and technology to meet business needs and objectives. Headquartered in Portland, Maine, Stroudwater Contact Point is an Authorised Channel Partner for Concerto Software, Callware Technologies and Verint Systems; it is also a Microsoft Certified Business Solutions Partner. Stroudwater Contact Point can be found on the Internet at www.stroudwater.com.
Concerto
Concerto Software Group Holdings Ltd is the parent company for Concerto Software, Inc and FirstPoint Contact Corporation.
Concerto Software, the founder of the contact centre industry, is 100% 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 centres. 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 dialling, workforce management, analytics, interactive voice response (IVR) and multi-channel contact. Headquartered in Westford, Massachusetts, Concerto has operations across the Americas, Europe and Asia Pacific. For more information, visit www.concerto.com.
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