WESTFORD, Mass., June 22, 2005 - Concerto Software, a leading provider of contact center solutions, today announced Time Warner Cable, a home entertainment and communications provider, has selected Concerto EnsemblePro for implementation in its Charlotte, NC Division.
Time Warner Cable will use the Concerto EnsemblePro solution to manage its telesales and collections processes. With it, Time Warner Cable will be able to blend calls for its inbound and outbound agents, offering a higher quality and more consistent level of service to its customers. In addition, the company will be using Concerto EnsemblePro to provide voice notification services.

"Our focus at Time Warner Cable is to ensure that our customers are satisfied and that their cable needs are being met," said Richard Brashear, director of TeleSales for Time Warner Cable/Charlotte Division. "With Concerto EnsemblePro, we will have more functionality in the telemarketing and collections, including a desktop browser, blended outbound and inbound capabilities, as well as call recording and agent audio options. All of this allows us to achieve quicker collections, increased sales and provide superior customer service."
Time Warner Cable collections agents will use the blended call and routing functionality of Concerto EnsemblePro to handle inbound calls. In addition, the telesales group will use the predictive dialer functionality to add incremental business from existing customers, while the collections department will use Concerto EnsemblePro to initiate calls reminding customers when payments are late.

Concerto EnsemblePro unites inbound, outbound and blended multi-channel contact (voice, email, web and fax), while delivering robust queuing, routing, reporting and agent empowerment capabilities in a single solution. Built from the ground up to scale from 10 to thousand's of seats, Concerto EnsemblePro helps increase agent productivity through automated dialing and real-time access to customer information, while offering a higher level of service by providing consistent messaging through agent scripting and improves the customer experience by not asking them to constantly repeat information.

As an enhancement to Concerto EnsemblePro, Time Warner Cable is also implementing, LYRICall , a scripting design tool that helps agents navigate through calls. LYRICall gives Time Warner agents real-time access to multiple data sources through a single view, enabling them to easily access the information they need to conduct successful customer interactions. The LYRICall Script Flow Tool enables administrators to build and deploy scripts to guide agents through calls and call flows, allowing agents to more quickly handle calls and provide a higher-quality experience for Time Warner's customers.

"To continue growing their business, Time Warner Cable of Charlotte recognizes the need for a contact center solution that can optimize the efficiencies of their systems and people while enabling the company to maximize every customer relationship," said Ralph Breslauer, executive vice president of sales and marketing at Concerto. "As Time Warner Cable's contact center partner, Concerto applies more than 30 years of insight in the customer service, telesales and collections processes to provide solutions that support their strategic business objectives."

About Time Warner Cable
Time Warner Cable owns and manages cable systems serving 10.9 million subscribers in 27 states, which include some of the most technologically advanced, best-clustered cable systems in the country with more than 75% of the Company's customers in systems of 300,000 subscribers or more. Utilizing a fully upgraded advanced cable network and a steadfast commitment to providing consumers with choice, value and world-class customer service, Time Warner Cable is an industry leader in delivering advanced products and services such as video on demand, high definition television, digital video recorders, high-speed data, wireless home networking and Digital Phone. Time Warner Cable is a subsidiary of Time Warner Inc.