Bangkok--Apr 18--LEWIS PR
Concerto Software Announces New Releases of Performance Optimization Products
Integration with EnsemblePro Offers New Business Benefits
Concerto Software, a leading provider of contact center solutions, today announced general availability of Concerto AnalyzerTM 3.3.1 and Concerto Campaign OptimizerTM 6.6.1, two of the company’s performance optimization products. These new releases offer a seamless integration to EnsembleProTM, the platform for the Concerto Unified EditionTM product suite.
About Concerto Analyzer 3.3.1 and Concerto Campaign Optimizer 6.6.1
Concerto Analyzer 3.3.1 is a performance measurement and analysis application that automatically gathers data from all contact center technologies for easy access and analysis. Using a standard Web browser interface, Analyzer includes complete goal-setting capabilities for multiple performance metrics and skill groups so actual performance can be benchmarked and evaluated to measure improvement over time.
Concerto Campaign Optimizer 6.6.1 is best-time-to-call technology that increases call center productivity in contacting customers and prospects in an outbound or blended call center. Concerto Campaign Optimizer monitors call results over time and uses this information to predict the best time of day for each customer call, so that a company can more effectively reach its campaign objectives.
“The seamless integration to EnsemblePro makes both Concerto Analyzer and Concerto Campaign Optimizer more effective tools for Concerto Unified Edition users,” said Robert Kelly, vice president, performance optimization solutions at Concerto Software. “These two products allow contact center managers to spend less time producing performance data and more time focusing on developing calling strategies targeted at its most valuable contacts.”
The native integration to EnsemblePro for both Concerto Analyzer and Concerto Campaign Optimizer eliminates the need for third party integration modules. In addition, EnsemblePro’s performance data can be used in the creation of analytics metrics and agent performance Score Cards. Companies can also access and copy lists from EnsemblePro, optimize records into sequenced calling lists and communicate queues of records.
“Because Analyzer Score Cards are automatically produced and distributed to agents, they are able to receive consistent feedback on their performance against goals. Also, with Concerto Campaign Optimizer determining the best time to call, organizations can increase right party contact rates for outbound calling, as well as automate daily dialer operation,” added Kelly. “This leads to improved agent and contact center productivity, thereby reducing overhead costs while improving campaign results. As a result, organizations will see increased profitability and improved customer satisfaction.”
About Concerto Unified Edition
Concerto Unified Edition is the company’s core offering for organizations requiring a complete contact center solution on a single platform. With EnsemblePro as the foundation for Concerto Unified Edition, this platform has been architected and built from the ground up to seamlessly include an automatic call distributor (ACD), predictive dialer, interactive voice response (IVR), Internet contact with auto response, and unified recording and administration capabilities. Concerto Unified Edition can run on a TDM or VoIP platform and can be easily integrated with Concerto Software’s workforce management and performance optimization tools.
About Concerto Software
Concerto Software, the founder of the contact center industry, is 100 percent 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 centers. Each day, companies around the globe conduct more than 50 million customer interactions using Concerto Software's flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, interactive voice response (IVR) and multi-channel contact. Headquartered in Westford, Mass., Concerto Software has operations across the Americas, Europe and Asia Pacific. For more information, visit www.concerto.com.
Note: Concerto Software is a registered trademark of Concerto Software, Inc.; EnsemblePro, Concerto Unified Edition, Concerto Campaign Optimizer and Concerto Analyzer are trademarks of Concerto Software, Inc. All other trademarks or tradenames are the property of their respective owners.
For more information, please contact:
Aleassa Schambers
Concerto Software Public Relations
Tel: (630) 227-7969
[email protected] End.