ICT GROUP INC

ICT GROUP INC

Previous company name

Name change date

Company Overview
ICT Group, Inc. is a leading global provider of outsourced customer care and BPO solutions. An integrated supplier of customer relationship management (CRM) solutions, the company provides a comprehensive suite of sales, service and marketing solutions designed to help clients identify, acquire, retain, service, measure and maximize the lifetime value of their customer relationships. ICT Group’s services include sales, customer care and retention, help desk/technical support and data management, value-added marketing services including database marketing and market research, contact center consulting, and multilingual and multinational CRM services. It offers customer care/retention, technical support and customer acquisition, and cross-selling/upselling services, as well as market research, database marketing, data capture/collection, email management, collections, and other back-office business processing services.
In addition to its fully outsourced contact centers, it offers a full suite of CRM technology solutions for use by clients at their own in-house facilities, or on a co-sourced basis in conjunction with ICT Group’s fully compatible Web-enabled customer contact centers. ICT Global Interactive provides clients with the latest interactive voice response (IVR) and advanced speech recognition solutions for “smart” automated customer self-service that’s both scalable and cost-efficient.
Based in Newtown, Pennsylvania, the company has more than 20,000 employees at more than 40 contact centers in the United States, Canada, Europe, Australia, Mexico, Costa Rica, Argentina, India, and the Philippines. It supports domestic and multinational corporations and institutions, primarily in the financial services, insurance, telecommunications, healthcare, information technology, media, energy, government and hospitality industries.
ICT Group is an ISO 9001:2000 Certified CRM solutions company, with a mission to help its clients maximize the profitability of their customer relationships. Its strategic partners include Aspect, Utopy, Actimize, Avaya and RightNOW Technologies. The company was founded in 1986.
Business Summary
ICT Group, Inc. (ICT) is a global provider of outsourced customer management and business process outsourcing (BPO) solutions. The Company’s mix of customer service, technology and back-office solutions includes customer care/retention, cross-selling/upselling, technical support and collections, database marketing, data entry/management, e-mail response management, remittance processing and other back-office business processing services. The Company also offers a suite of BPO technologies, which are available on a hosted basis, for use by clients at their own in-house facilities, or on a co-sourced basis in conjunction with its integrated, multi-channel operations centers. On February 2, 2010, Sykes Enterprises, Incorporated acquired the Company.
Description and history
ICT Group, Inc. (ICT), incorporated in 1987, is a global provider of outsourced customer management and business process outsourcing (BPO) solutions. The Company’s mix of customer service, technology and back-office solutions includes customer care/retention, cross-selling/upselling, technical support and collections, database marketing, data entry/management, e-mail response management, remittance processing and other back-office business processing services. The Company also offers a suite of BPO technologies, which are available on a hosted basis, for use by clients at their own in-house facilities, or on a co-sourced basis in conjunction with its integrated, multi-channel operations centers. These technologies include interactive voice response (IVR) and advanced speech recognition (ASR), outbound alert notification/messaging, automatic call distribution (ACD) voice processing, Voice over Internet Protocol (VoIP), contact management, automated e-mail management and processing and Web self-help, for the delivery of customer care across multiple channels. On February 2, 2010, Sykes Enterprises, Incorporated acquired the Company.

Customer Care Services and Technical Support

ICT provides outsourced customer care support services across a range of industries. In addition, it provides Tier I and Tier II technical support services for information technology (IT), telecommunications and consumer electronics companies, supporting both business- and consumer-based customers. As of December 31, 2008, ICT operated operations centers in the United States, Canada, England, Mexico, Ireland, Australia, Argentina, Costa Rica and the Philippines.

Cross-sell/Upsell

The Company’s customer cross-sell/upsell business operation provides consumer and business-based support activities primarily for clients in the financial services, insurance, technology and telecommunications industries. As of December 31, 2008, this business is supported by operations centers located throughout the United States, Canada, Ireland, England, Australia, Argentina, Costa Rica, Mexico and the Philippines. Certain operations centers in the United States provide bilingual English and Spanish telesales. Certain operations centers in Canada provide bilingual English and French telesales. Operations centers in Ireland provide pan-European, multilingual telesales supporting the European marketplace.

Marketing, Technology and Business Process Outsourcing Solutions

ICT supports businesses across a range of industries with marketing research, collections, data entry/management, scanning and imaging, e-mail response management and remittance processing, and provides a suite of CRM technologies, including interactive voice response (IVR) and advanced speech recognition, automatic call distribution (ACD) voice processing, e-mail management and processing, outbound alert messaging/notification and other contact management technologies. The Company’s CRM technologies are available on a hosted basis for use by clients at their own in-house facilities, or on a co-sourced basis in conjunction with its fully integrated customer operations centers. As of December 31, 2008, it supported clients from operations centers located in the United States, India and the Philippines.

Collections Services

ICT offers early-stage collections services, focused primarily on the financial services, healthcare and communications industries. Clients are provided with live agent and pre-recorded automated outbound alert notification services, as well as the onshore, near-shore and offshore operations infrastructure for a variety of early stage collections services.

The Company competes with Convergys Corporation, TeleTech Holdings, Inc., APAC Customer Services, Inc. and StarTek, Inc.

Business Line
Provides outsourced customer care and BPO solutions
Subsidiary
EUROTEL MARKETING LIMITED
Advisor
KPMG LLP
IPO date
6/1996
US SIC Code
7389
Company Address
100, Brandywine Boulevard

City province or state postal code
18940, NEWTOWN, PA
Phone: +1 267 685 5000
Fax:
Country address: UNITED STATES OF AMERICA
Website url: www.ictgroup.com