New Delhi: Concerto Software Inc, a proven provider of customer interaction management (CIM) solutions, has announced that it has been named a Microsoft Business Solutions ISV partner.

Concerto Software''s EnsemblePro unified, multi-channel CIM solution will complement Microsoft CRM, developed by Microsoft Business Solutions, a leading provider of business applications designed to help small and mid-market businesses become more connected to customers, employees, partners and suppliers.

Concerto Software''s contact centre solutions 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 centre — Concerto Software is a trusted partner to companies across the globe.

Microsoft CRM is a powerful, comprehensive system that supports the development of profitable customer relationships by providing lead and opportunity management capabilities, a searchable knowledge base, and reporting tools with Microsoft Business Solutions CRM modules. Built using Microsoft.NET-connected technologies, Microsoft CRM is easy to deploy, integrate, and customise.

EnsemblePro brings a powerful superset of the best functionality from all of the Concerto Software products together in a single unified solution. Designed from the ground up to incorporate the broad multimedia functionality required by today''s contact centres — including ACD, predictive dialing, IVR, email, Web chat and collaboration, universal queuing, recording and reporting. EnsemblePro also offers the ability to connect with and add value to existing contact centre point solutions.

"Companies today are looking for ways to reduce complexity in their contact centres. They need CIM solutions that create a unified experience across communication channels and are also capable of seamlessly integrating with CRM systems," says Ralph Breslauer, executive vice-president (sales and marketing), Concerto Software. "The combination of Concerto and Microsoft gives businesses the ability to quickly implement a cost-effective, robust solution that enables companies to deliver top-quality customer service."

"We are pleased to have Concerto Software join the ranks of Microsoft Business Solutions ISV partners," says Jigish Avalani, director (US ISV team), Microsoft. "Concerto Software''s extensive experience in CIM solutions and the contact centre will provide our joint customers with increased functionality that will maximise the return on their investment."