Concerto Software helps ProffCom increase agent efficiency by 40%

Concerto Software, Inc, a proven provider of customer interaction management (CIM) solutions, today announced that ProffCom, an outsourced contact centre based in Northern Europe, has reported a 40% increase in agent efficiency after deploying Concerto Software`s unified contact centre platform and its LYRICall agent desktop scripting solution.

ProffCom employs more than 750 people in its contact centres and is currently one of the largest Scandinavian-based contact centre companies. Initially, the company purchased Concerto Software`s ContactPro unified solution with LYRICall for its contact centre in Oslo. Following the success of that operation and the subsequent release of EnsemblePro - the next version of Concerto Software`s unified contact centre platform - ProffCom implemented EnsemblePro and LYRICall in its Swedish and Danish centres.

ProffCom required a scaleable contact centre solution that offered leading-edge predictive dialling functionality along with the capacity to support inbound/outbound channel blending and multiple site deployment.

"Along with all of the feature and functionality requirements we had, we also wanted to work with a financially stable vendor whose reputation for delivering industry-leading solutions was backed by a world-class support and development infrastructure," said Matthew Tilbury, Chief Information Officer at ProffCom. "Concerto Software`s financial strength and solid support organisation is what ultimately gave ProffCom the confidence that this is a partnership for the long-term and we can grow together over time."

Using Concerto Software solutions, ProffCom subsidiaries have the ability to service customers across all channels of communication including voice, email and the Web. Since the introduction of the Concerto Software solutions, ProffCom estimates that agent efficiency has increased by 40%. In addition, on average, each agent now spends 70% of their time talking with customers.

"The numbers tell the real story. As an outsourced contact centre, agent productivity is of paramount concern to us and the statistical data we obtain from Concerto Software`s reports enables us to plan and manage campaigns and agent performance much more efficiently than before, and helps us better control the service we deliver to our clients," said Tilbury. "We have been able to use our size and Concerto Software`s technology to be more responsive to our customers` needs and to effectively create and handle large volume campaigns and short-notice requests, unlike many of other outsourcers in this market."

"In today`s economic environment, where technology purchase decision-makers are more careful than ever, it is crucial to demonstrate how the right solution can profoundly impact productivity and revenues," said Peter Nicol, Vice-President of Europe and Africa for Concerto Software. "What we have helped ProffCom achieve is the kind of measurable result we strive to help all customers obtain by using our unified platform."