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Company Profile - ICT Group
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Core Products
and Services
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Customer Care With nearly 20 years'
experience providing live operator customer care and interactive voice
response services (IVR) support, ICT Group 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 Group currently operates contact centers throughout the
U.S., Canada, Europe, Australia, and the Caribbean 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 Group 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 Group’s latest sales optimization program
targeted at pharmaceutical programs, Direct Response Medical Detailing (DrMDSM),
combines highly specialized database modeling and multiple-channel
detailing to increase physician prescribing activity and improve
pharmaceutical market share.
Contact center management Flexible contact center management
solutions spanning consulting services as well as overflow
support/disaster recovery for clients with their own in-house operations.
Multilingual customer sales and services
Supporting 20 different languages, with pan-European operations in the
U.K. and Ireland, Asia-Pacific operations in Australia, bilingual
English/French operations throughout the Canadian provinces, Hispanic
market support provided from Miami, Florida, and alternative, offshore
sales and service solutions from Barbados, Caribbean.
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 45 contact centers in the U.S., Europe,
Canada, Australia, and the Caribbean, we support clients in the
financial, insurance, telecommunications, healthcare, pharmaceutical,
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.
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Information:
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Company
Facts:
Founded:
Ownership:
Revenue:
Employees: |
1987
Public
>$100M
10,000
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Product
Platforms:
Systems:
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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
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