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Concerto Software, Inc. Helps Mexican Financial Services Company Manage More than One Million Accounts with Spanish-language Solution.

Publication: Business Wire
Publication Date: 01-JUL-03 		Format: Online
Delivery: Immediate Online Access

Article Excerpt
Business Editors/High-Tech Writers

WESTFORD, Mass.--(BUSINESS WIRE)--July 1, 2003

Unified Contact Center Solution, EnsemblePro

Now Globalized/Localized in Seven Languages

Concerto Software(TM), Inc. (NASDAQ: CRTO), a proven provider of customer interaction management (CIM) solutions, today announced that AFORE Allianz Dresdner, a Mexican pension fund administrator, has selected the Spanish version of EnsemblePro(TM) unified customer interaction management solution to handle more than one million accounts nationwide.

Along with alliance partner and distributor CTI Direct, Concerto Software implemented EnsemblePro which enables AFORE's Voice over IP (VoIP) blended agents to handle inbound and outbound customer interactions via voice, fax and Web chat and collaboration. The solution's advanced Interactive Voice Response (IVR) capability allows AFORE to automate standard customer requests such as checking account balances or changing contact information. This allows agents to focus on campaigns and transactions that have more potential to positively impact revenues.

"EnsemblePro provides AFORE with the ideal combination of flexibility and functionality that...

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