ADVISORY/ Concerto Software To Host Free Web Seminar On Managing Worldwide Contact Centers

Business Wire, Sept 23, 2002

Business Editors/High-Tech Writers

ADVISORY...for Tuesday (September 24)

--(BUSINESS WIRE)

Interactive Presentation to Outline Opportunities and Challenges of Global Contact Center Operations

WHO:    Lynne Trocciola-Levy, senior product manager at Concerto
        Software (NASDAQ:CRTO), a proven provider of customer
        interaction management (CIM) solutions.

WHAT:   In a free Web seminar entitled "Managing Contact Centers
        Around the Globe: The Opportunities and Challenges,"
        Trocciola-Levy will explore issues surrounding the
        implementation and supervision of a worldwide contact center
        network. She will specifically address the economics of remote
        contact centers and discuss the non-technological
        considerations essential for businesses to keep in mind when
        crafting a global customer service strategy.

WHEN:   September 24, 2002
        11:30 a.m. EDT

WHERE:  To register for this event, please visit:
        http://www.burlgrp.com/managing/index.html.

WHY:    By moving contact center operations to remote - often
        international - locations, businesses can often reduce costs
        while maintaining a consistent level of customer service
        24-hours-a-day. Executives and managers must weigh economic
        and technology factors, as well as intangible issues such as
        regional culture and language, in order to build a successful
        worldwide network of contact centers. As a global supplier of
        technology solutions, Concerto Software will help participants
        understand the benefits and complexities associated with this.

        In  addition, all attendees will receive a free white paper
        on worldwide remote agents.

About Concerto Software(TM)

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 Software solutions to improve communication with customers, reduce operating costs and deliver superior customer service. Concerto Software is headquartered in Westford, Mass., with operations across North America, Europe and Asia. For more information, visit www.concerto.com.