Concerto Software, a proven provider of customer interaction management (CIM) solutions, today released the latest version of its browser-based desktop automation solution, LYRICall(tm). LYRICall 3.0 is fully integrated with Concerto`s unified CIM solution, ContactPro, adding screen pop and scripting capabilities, enhancing ContactPro`s ability to effectively manage customer interactions via phone, fax, email and the Web.
LYRICall, the industry`s first browser-based application and scripting tool, provides customer care representatives with complete scripting capabilities via the simplicity of a Web browser. Its point-and-click wizards and templates do not require programming skills and allow users to rapidly create screens and scripts, and simply incorporate business rules. In addition, LYRICall enables agents to access real-time information from multiple data sources - including host systems, legacy applications, the Internet, and corporate intranets and extranets - enabling them to quickly deliver accurate information to customers and improve service.
The integration of LYRICall 3.0 with ContactPro demonstrates continued execution of Concerto`s aggressive plan to converge the product lines brought together by the January 2002 merger of Davox Corporation and CELLIT Technologies. LYRICall is now fully integrated with all of Concerto`s CIM solutions, including Unison(r) and Ensemble(tm). "The release of LYRICall 3.0 represents a critical milestone in Concerto`s product convergence strategy," said Ralph Breslauer, executive vice president of sales and marketing for Concerto. "We are making continuous progress toward delivering comprehensive CIM solutions that meet the needs of the diverse and growing contact center market."
With the LYRICall/ContactPro integration, agents handling inbound and outbound telephone contact with customers are presented with a customizable LYRICall screen pop showing all relevant information about the customer. This enables the agent to provide faster and more accurate service. The solution`s intuitive design and ease of use boost productivity by significantly reducing agent training time, improving customer satisfaction and simplifying overall contact center management. "The powerful combination of LYRICall and ContactPro provides contact center managers with the best of both worlds-powerful browser-based scripting joined with an innovative solution for unified, multichannel customer contact," said Breslauer. "With LYRICall 3.0, Concerto users are able to deliver even more personalized customer service, therefore increasing overall satisfaction and long-term customer value."
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Concerto Software provides contact center solutions that help companies more effectively manage customer interactions via voice, fax, email and the Web. More than 1,100 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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