Bangalore: Concerto Software, on September 3 announced that its unified CIM solution, ContactPro 4.2, was named "Best Contact Centre Management System" at International Call Center Management (ICCM) Conference and Expo 2002, according to an official press release.

ICCM’s 'Best of Show Award' recipients were chosen from more than 175 exhibitors participating in the event. An independent panel of call center professionals and CRM industry experts judged the competition, recognizing products and services of special distinction within the call center industry, the release said.

Concerto Software’s solution was selected for its innovation and robust functionality. Judges specifically noted the company’s “timely integration” of LYRICall, its browser-based desktop automation solution, with ContactPro. The integration added screen pop and scripting capabilities to "dramatically enhance a full-featured multimedia contact system".

"ContactPro 4.2 is a significant step toward fulfilling the promise of the January 2002 merger of Davox and CELLIT. The former CELLIT product – which already delivered complete contact center functionality in a single, architecturally unified software solution – is now seamlessly integrated with LYRICall, the superior agent scripting tool from the former Davox," McGee-Smith Analytics president and member of the ICCM judging panel Sheila McGee-Smith said.