ICT Group's Customer Management Solutions
Outsourced Customer Management Solutions:
ICT Group is a leading global provider of customer management and business process outsourcing (BPO) solutions, with over 20 years' experience providing specialized sales, service, marketing and technology support services for major, multi-national corporations across key industries, including financial services, insurance, healthcare, pharmaceutical, telecommunications, information technology, consumer products/electronics and government.
With more than 12,000 employees and 40+ contact centers worldwide, ICT Group provides comprehensive customer care/retention, acquisition, cross-selling/upselling, technical support/help desk, market research and database marketing as well as data capture/management, claims processing, e-mail management, direct response, IVR and hosted CRM technology solutions. As an ISO-9001:2000 certified Company, ICT Group utilizes a common technology platform and standardized operational "best practices" across its worldwide enterprise.
ICT Global Interactive IVR/ASR Technology Solutions:
ICT Global Interactive is the Company's business organization focused on providing scalable, cost-efficient IVR and ASR solutions for "smart" automated customer self-service. Combined with the professionally trained staff, contact center/customer service expertise and state-of-the-art IT infrastructure of ICT Group, ICT Global Interactive offers clients a flexible, cost-effective solution for handling their high-volume needs.
Designed to help reduce costs, streamline operations and deliver improved overall customer service, ICT Group's IVR solutions include:
- Speech recognition
- Transcription services
- Touchtone (DTMF)
- Multilingual IVR support services
- Interactive personality creation
- Scripting and voice recording
- Automated lead capture
- Automated order status
- Outbound messaging and alert notification
Benefits of Hosting:
ICT Group's hosted IVR and ASR solutions provide clients with leased access to field-tested, top-tier technologies… for a monthly fee. Hosting eliminates the need to buy expensive servers, license IVR software or find and hire IT support personnel while at the same time lowering clients' up-front costs, providing a faster return on investment and freeing up their time and resources to focus on their own core competency and customers.
Leveraging our proven contact center expertise, combined with our operational "best practices" and customer sales and service quality standards, ICT Group's hosted IVR and ASR solutions provide clients with leased access to leading-edge, innovative, automated customer self-service tools, delivering:
- Proven integration expertise and use of industry-leading IVR technologies
- Per-user cost structure, resulting in minimal up-front investment
- Lower total cost of ownership
- Rapid implementation; usually less than 30 days
- Scalable, flexible solution
- Fully compatible systems that easily interconnect with your own applications
- Reliable, secure data network with 99%+ performance uptime
- Help desk and training support