Company Profile

ICT Group, Inc.

ICT GROUP is a leading global provider of integrated customer relationship management (CRM) solutions helping clients identify, acquire, retain, service, measure and maximize the lifetime value of their customer relationships. With more than 40 contact centers in the U.S., Europe, Canada and Australia, we support clients in the financial, insurance, telecommunications, healthcare, information technology, media and energy services industries. ICT GROUP also offers a full suite of hosted CRM solutions, for use by clients at their own in-house facility or on a co-sourced basis in conjunction with ICT GROUP's fully compatible Web-enabled customer service operations.  
 
Contact Information:
Address:
 
 
 
Phone:
Fax:
Web:
E-mail:		 100 Brandywine Boulevard

Newtown   PA 18940
USA
800-201-1085
267-685-5718
www.ictgroup.com
info@ictgroup.com
Company Facts:
Founded:
Ownership:
Revenue:
Employees:		 1987
Public
>$100M
8000
Product Platforms:
Systems:

Databases:
 Siebel contact management and sales force automation Cisco web integration technology Avaya email management
Syntellect interactive voice response Aspect or Avaya ACD call routing Oracle relational database
PAR3 alert notification service RightNow Technologies’ Internet self-service solution
 
 
Core Products and Services

Customer Care With nearly 20 years' experience providing live operator customer care and interactive voice response services (IVR) support, ICT offers a number of voice management applications ranging from simple customer support services to more complex technical and help desk support.
 
Real-time, multi-channel support Collaborative browsing, intelligent e-mail management and knowledge-based contact management services provide real-time, live agent support across multiple channels for consistent, quality sales and service. Customer interactions are tracked in a unified, back-end knowledge base for streamlined operations and more efficient customer care.
 
Telesales ICT currently operates contact centers throughout the U.S., Canada, Europe, and Australia, supporting customer telesales applications in a number of key vertical markets. Our customer sales representatives market products and services as diverse as auto insurance, book clubs, credit cards and electricity.
 
Value-added marketing support services ICT offers a host of industry-specialized marketing research, database marketing and comprehensive marketing consulting services as well as full-service financial marketing services and customized healthcare/pharmaceutical sales and service applications. ICT’s latest sales optimization program targeted at pharmaceutical programs, Direct Response Medical Detailing, combines highly specialized database modeling and multi-media detailing to increase physician prescribing activity and improve pharmaceutical market share.
 
CRM consulting solutions ICT’s CRM consulting services expertise spans outsourced contact center consulting to call center continuity, disaster recovery and overflow/back-up support for companies with their own in-house operations.
 

 

Representative Customers
    
    
    
    
    
    

 

Major Partners
ALLTEL    ICT Group’s strategic alliance with ALLTEL has resulted in the signing of customer service contracts with major banks and mortgage servicing companies. The ICT Group/ALLTEL alliance offers financial services clients the means to achieve sales and service objectives through seamless call handling, an improved customer service experience, cost-effective telephone delivery and Internet transaction support.  
Butler Technology Solutions    ICT Group’s strategic partnership with Butler Technology Solutions provides a comprehensive, one-source solution for expert systems integration services. This partnership, focusing on quality deliverables and proven methodology, brings together the best people, processes and technologies to deliver expert IT strategy, architecture, configuration and implementation services as well as on-site training, contact center consulting and performance delivery.  
Digitas    Through a strategic alliance with Digitas, ICT Group offers specialized CRM consulting services. Designed to improve customer satisfaction and reduce operating costs, these services include contact center site selection and systems integration consulting, facility launch, program planning and implementation, staffing, training, technical support and ongoing customer care management. Digitas' consulting solutions complement ICT Group’s CRM Consulting Services for in-house or outsourced contact center operations.  
    
    
    

 

Industry Awards
    Forbes Best 200 Small Companies in America, 2001 - ICT Group has been named for the second consecutive year to the 200 Best Small Companies in America list by Forbes. This award recognizes publicly traded companies with revenue between $5 and $600 million with an excellent track record for growth and profitability. ICT ranked #84 on the 2001 list, a jump of more than 100 points from its #188 position in 2000.  
    Fast 50 Award -ICT GROUP was ranked #32 of the 50 fastest growing technology companies in Eastern Pennsylvania for 2001, by Deloitte and Touche.  
    Fortune Small Business Magazine -ICT GROUP was recognized as one of the top 100 small businesses in America by Fortune Small Business Magazine. The inaugural list considers only those companies with $200 million in revenues, that have been in business for three or more years. Companies are ranked based on earnings, growth, revenue growth and total stock return including dividends. Rankings are then averaged to find the “fastest growers.”