Concerto Software and IBM India announce alliance

Company press release, December 28, 2002

New Delhi

Concerto Software India Pvt. Ltd., a subsidiary of Concerto Software, Inc. (NASDAQ: CRTO), and IBM India Limited have entered into an alliance to address and deliver solutions to customers in the contact center market in India. Under the terms of the agreement, both companies will explore opportunities to sell Concerto Softwares solutions and IBMs products and services to contact centers throughout India.

Concerto Software and IBM have formed this alliance to take advantage of the benefits this can bring to the business response needs of the customers. The partnership brings together a solid combination of technology innovation, global IT experience and a deep understanding of customer response needs.

Concerto Software provides contact center solutions that help companies more effectively manage customer interactions through voice, email, the Web and fax. These highly flexible and scaleable solutions enable contact centers to quickly and easily adapt to changing business needs and customer demands. IBMs offerings to the contact center market, includes CRM services, network connectivity services, site services, IT infrastructure services, IT process consulting, facilities management services and computing infrastructure.

Flexibility is the key to success in todays ever-changing business landscape and Concerto Softwares partnership with IBM brings companies the resources they need to operate efficient, effective contact centers, said Pramod Ratwani, vice president of Asia Pacific for Concerto Software. Both Concerto Software and IBM share a common dedication to helping businesses provide premier customer service and have designed his alliance to better serve the market in India as it grows.

According to international market research and consulting firm, Frost & Sullivan, India is the fastest growing market for contact center systems in the Asia Pacific region, with a projected compound annual growth rate of 24% from 2000 to 2007.

Ashish Kumar, Country Manager, IBM Global Services, IBM India Limited said, The IBM India - Concerto Software alliance is another example of IBMs commitment to go to market with partners who focus on specific industry segments. The key objective is to provide partners with access to new customers and revenue opportunities through IBMs marketing, sales, and solutions resources. Concerto Software will promote IBM as a preferred solutions and services provider on jointly led sales to new customers in the contact center industry.

About Concerto Software

Concerto Software provides contact center solutions that help companies more effectively manage customer interactions via voice, fax, email and the Web. More than 1,200 companies worldwide - including banks, service bureaus, telecommunications firms, utilities and retailers - use Concerto Software 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.

About IBM

IBM is the worlds largest information technology (IT) company and provider of IT services, as well as a preeminent technology partner to the worlds financial services industry. Working directly with its financial services customers, IBM helps them become more competitive through the innovative deployment of high-impact solutions. These solutions comprise the full range of IBM capabilities including consulting, software, hardware, research and services. Additional information can be found at www.ibm.com/solutions/financialservices.

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