Concerto Software, Inc, a proven provider of customer interaction management (CIM) solutions, today launched EnsemblePro 5.0.
EnsemblePro, which has been architected from the ground up to incorporate the functionality required by multimedia contact centres - including ACD, predictive dialling, IVR, e-mail, Web chat and collaboration, universal queuing, recording and reporting - while also offering the ability to connect with, and add value to, existing contact centre point solutions.
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. By combining Davox`s advanced CTI capabilities, developed over the past decade, with CELLIT`s unified contact centre platform, Concerto Software has created a complete CIM solution that enables users to reap the benefits of a unified platform while protecting and enhancing existing technology investments.
"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. "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."
"EnsemblePro is a significant accomplishment for Concerto Software - it clearly sets the company apart from other solutions in the market. 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, Frost & Sullivan.
"Building on its solid foundation, financial stability and industry expertise, Concerto Software continues to show growth in a difficult economy. EnsemblePro should enable the company to further entrench itself as a leader in the global CIM landscape."
New solution delivers functionality, flexibility, array of benefits, adds value to existing investments
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. The solution provides a single control point for routing, monitoring, recording, reporting and administration of all contact centre functions. This enables supervisors to configure multichannel 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. Its unified design enables companies to implement a single set of business rules and agent skill definitions that can be applied across channels for consistent prioritisation and intelligent routing of all interactions. This granular skills- and rules-based routing functionality precisely matches each customer with the best-suited agent, therefore increasing agent productivity and customer satisfaction.
EnsemblePro`s comprehensive range of functionality can be used right away or implemented incrementally in response to evolving needs and customer demands. Users have the flexibility to utilise any or all of the product`s capabilities as appropriate for their contact centre and customer service strategy at any given point in time.
"Increasingly, our customers are understanding and addressing the real challenges they face in operating efficient contact centres, decreasing costs and increasing revenue opportunities," said Ralph Breslauer, executive vice president of sales and marketing for Concerto Software. "We created EnsemblePro to reduce overall complexity, to address current business issues as well as to offer a clear migration path to the future. Now, users have the unparalleled choice and flexibility that comes with having the best of both worlds - a unified architecture that also enables them to leverage point solutions they may have already invested time and money into."
Numerous applications within EnsemblePro - including predictive dialling, e-mail auto and assisted response, coordinated voice and data transfers and screen pops - help automate the work process for agents, reducing dollars and time spent on activities that would otherwise require individual, human attention. In addition, EnsemblePro dramatically reduces the high costs and intense labour associated with installing, integrating and maintaining multiple point solutions found in most contact centres, thereby reducing initial investment requirements as well as the total cost of ownership over time.
With its open architecture and rich APIs, EnsemblePro can also seamlessly integrate with CRM and other enterprise applications. This can help speed ROI of these applications while enabling agents to deliver more superior customer service by providing them with immediate access to relevant customer information.
Wolpoff & Abramson embraces technology
Wolpoff & Abramson, a leading collections law firm representing the largest US creditors in legal collection programs, recently implemented EnsemblePro to enhance its tradition of strong attorney operational management, industry-leading service, FDCPA compliance, as well as to enable new capabilities for its clients.
"Wolpoff & Abramson is very proud of our relationship-based service, in fact it`s our heavy use of attorneys and paralegals in every aspect of the collections process that sets us apart in the market. We are always looking for better ways for our attorneys and paralegals to speak with debtors," said Ronald M Abramson Esq, senior partner at Wolpoff & Abramson.
"EnsemblePro`s unified platform simplifies our operational environment by allowing us to consolidate technologies. It provides incremental operational and service value to our attorneys and paralegals through contact automation and information delivery, plus, it provides alternative contact methods and self-service applications to our clients. The more contact we make, the fewer accounts we have to sue, which is better for the debtors, the courts and, of course, our clients."
EnsemblePro is expected to be generally available in December 2002. For more information, visit www.concerto.com or e-mail info@concerto.com.
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Concerto Software provides contact centre solutions that help companies more effectively manage customer interactions via voice, fax, e-mail and the Web. More than 1 200 companies worldwide - including banks, service bureaus, telecommunications firms, utilities and retailers - use Concerto solutions to deliver superior customer service, and to successfully acquire, retain and grow valuable customer relationships. Concerto Software is headquartered in Westford, Massachusetts, with operations across North America, Europe and Asia. For more information, visit www.concerto.com.
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