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June 2, 2004
Onyx and Concerto Software Announce Partnership
Companies to Promote Benefits of Linking CIM and CRM
Onyx Contact Center combines multi-channel service and support capabilities such as issue tracking, product / service relationship mapping, cross-sell / up-sell, e-mail management, and web-self help, along with powerful business process automation and call scripting capabilities. Concerto Software's EnsemblePro is a unified, multi-channel contact center solution that is designed from the ground up to incorporate the broad multimedia functionality required by today's contact centers, including ACD, predictive dialing, IVR, email, Web chat and collaboration, universal queuing, recording and reporting. Together, these technologies can help companies drive down costs, increase agent productivity and help organizations deliver a unique, personalized customer experience during every interaction.
"For more than a decade, we've approached CRM with the same philosophy - great products backed by great service to deliver real business value to our customers," said Ben Kiker, senior vice president, embedded and chief marketing officer, Onyx Software. "For more than 20 years, Concerto Software has approached the contact center with the same philosophy. We're excited to partner with them to offer customers a more complete contact center solution that can positively impact a company's top and bottom line while strengthening customer relationships with every interaction."
The combination of Onyx and Concerto Software can help users easily access CRM data while interacting with customers across all communication channels, enabling them to deliver appropriate service based on customer value. Companies can use real-time customer information, business rules, and agent skill sets to dynamically route interactions to the most appropriate agent, further ensuring a positive customer experience.
"The overarching goal of this alliance is to present a combined contact center solution that helps companies reduce the complexity of delivering multi-channel customer service, increase agent productivity, and enhance business processes, with the ultimate goal of improving the customer experience," said Ralph Breslauer, executive vice president of sales and marketing for Concerto Software. "Together, Concerto Software and Onyx can help customers achieve these goals quickly and cost-effectively."
As a result of the agreement, the Concerto Software and Onyx will be presenting a joint webinar on June 15, 2004 to highlight the benefits of a joint contact center and CRM offering.
About Concerto Software
Concerto Software, Inc. is a proven and reliable provider of contact center solutions that help companies better manage customer interactions via voice, email, the Web and fax. With multiple strengths - including financial stability, talented people, innovative technology, more than 20 years of industry expertise and a singular focus on the contact center - Concerto Software is a trusted partner to companies across the globe. Concerto Software was selected by leading industry analyst firm, Frost & Sullivan, as the sole recipient of its Contact Center Company of the Year Award in 2003 and 2004, and is also the only company to earn this distinction two years running. Concerto Software is headquartered in Westford, Massachusetts, with operations across the Americas, Europe and Asia Pacific. For more information, visit www.concerto.com.
Onyx Software Corp. (Nasdaq: ONXS), worldwide leader in delivering successful CRM, offers a fast, cost-effective, usable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway Corporation, United Kingdom lottery operator Camelot, Delta Dental, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX or info@onyx.com. Forward-Looking Statement
| Contact: | Bob Craig Onyx Software 617-314-6846 |
Candace Berman Concerto Software (305) 639-2267 Candace.Berman@concerto.com |
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