Mumbai: Concerto Software, Inc., a provider of contact centre solutions and a majority market share holder in the outbound call business in Indian Contact Centre industry, has announced that it has acquired all assets and certain liabilities of Center Force Technologies, a pioneer in contact centre performance optimisation and workforce management software.

Concerto has over seventy customers in India, which include names like Wipro Spectramind, Essar, Teletech India, Global Telesystem, HCL Eserve, Daksh eServices, Globalvantedge, NIIT Smartserve, Colwell & Salmon, ICICI One Source, Hinduja, Transworks, Sanchez Capital, Zenta, Respondez, Prolease, and Infowavz. Through Concerto these companies can now meet all their contact centre needs.

The acquisition brings four new solutions to Concerto Software's product suite, including Right Force for Internet-based workforce management; the Analyzer for performance analysis and agent scorecards; the Optimizer for best-time-to-call; and the Planner for workforce planning and forecasting for outbound campaigns.

''Given that one of the most significant investments made in any contact centre is in the agents themselves, adding the Center Force products to our portfolio enables us to offer our customers additional expertise and functionality that can dramatically improve the way they manage their businesses - and therefore improve their bottom lines,'' said Jim Foy, President and CEO of Concerto Software. ''By offering performance optimisation and workforce management solutions, we are providing customers with even more choice and flexibility, combined with the benefit of being able to build a true long-term partnership with a single solutions provider.''

Center Force Technologies had joined the Concerto Software Technology Partner Program as a premier partner in 1996 and as a result many joint customers were currently benefiting from the value of the existing product integrations between all of Center Force's performance optimisation solutions and the suite of Concerto Software contact centre solutions. With this acquisition, Concerto Software will enhance and deepen these integrations, enabling customers to realize even greater value from the joint solutions more quickly and easily.

''We have been using both Concerto Software and Center Force for several years and have seen tangible improvements in our agent productivity and overall efficiency,'' said Sue Dickason, Senior Vice President, Centralized Collections at Branch Bank & Trust. ''We expect enormous value in now having these solutions managed and supported by one company with a solid track record and we anticipate a long, prosperous relationship with Concerto Software.''