Partnerships with proven industry and technology leaders.
To make sure our clients always have the benefit of best-in-class technologies and value-added, niche services, ICT Group forms strategic partnerships and alliances with industry leaders.
Not only do we use these technologies in our own outsourced business, but we make many of them available to clients on a hosted or co-sourced basis as well.
Fidelity Information Services
This strategic alliance with the company formerly known as ALLTEL 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.
Opportunity Center Inc.
This strategic partnership with OCI provides ICT’s clients with document processing, product assembly and packaging, mailing and fulfillment services. OCI has almost half a century of operating experience in the front-end, labor-intensive steps in the document conversion process — moving documents quickly, securely and confidentially into an automated system, according to exact customer specifications and requirements.
UTOPY Customer Intelligence
ICT Group has a strategic co-marketing partnership with UTOPY, a leading provider of enterprise solutions for customer intelligence through speech analytics. UTOPY Customer Intelligence analyzes customer conversations to better understand customer perceptions, needs and behavior in order to increase revenue per transaction, improve retention, reduce churn and gain a unique competitive advantage.
Avaya
At each of its worldwide operations centers, ICT Group utilizes industry-leading Avaya voice processing solutions for efficient call handling, skill-based routing and integrated voice management. The Avaya ACD software suite provides clients with real-time access to program performance metrics and other insightful data, helping them monitor the quality and success of their outsourced customer care programs.
RightNow® Technologies
ICT Group’s strategic alliance with RightNow® Technologies provides Internet self-service solutions that help clients increase online sales conversion and reduce operating costs. Powered by a dynamic knowledgebase that continually “learns” with each new query, the system automatically collects and captures customer feedback, using this data to cultivate loyalty, improve service and identify problems or selling opportunities.
VoiceVerified
Using the authentication services of VoiceVerified®, ICT Group is able to offer clients a streamlined call flow process that eliminates the need for passwords, access codes and disclosure of private information – allowing callers to use their voice, an unforgettable password™ for improved accuracy, flexibility and security.