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ICT GROUP Expands Internet Support Services Client Base; Customer Care Agreements Signed With ebDirect.com Online Insurance Broker and Mi8 Application Service Provider.

Business Editors/Hi-Tech Writers

LANGHORNE, Pa.--(BUSINESS WIRE)--Feb. 4, 2000

ICT GROUP, INC. (NASDAQ: ICTG), announced today that it has signed two new customer care agreements for clients within its ICT Internet Support Services division.

This division was formed to provide Web-centric and Web-enhanced companies with consistent superior customer support for online sales and service applications. Under the terms of the agreements, ICT GROUP will be providing integrated Internet Support Services for ebDirect.com (a division of ebDirect Insurance Services, Inc.), an Internet-based group health insurance broker, and Mi8 Corporation, an Application Service Provider (ASP).

John J. Brennan, Chairman and CEO of ICT GROUP, states, &uot;More and more Web-centric and clicks-and-mortar companies like ebDirect.com and Mi8 are faced with the need to provide consistent levels of customer service for their online sales and service transactions. By successfully serving these and other e-commerce related companies,&uot; he continues, &uot;ICT GROUP will maintain its leadership position within the outsourced customer management services industry.&uot;

For ebDirect.com, a business-to-business Internet-based group health insurance provider, ICT GROUP will be providing a range of Internet Support Services. ICT NET2TEL.comsm, the company's Web-enabled call center service providing for simultaneous voice and data interface, will be used to support ebDirect.com's Web site customers.

Additionally, intelligent e-mail management and automated fax processing services will be provided for this client as well as inbound customer care and outbound follow-up services by licensed Life and Health insurance agents for its plan selection, quote processing, and member enrollment services for small businesses.

For Mi8, a business-to-business ASP specializing in `netsourcing' and outsourced exchange server, messaging, network application, and software leasing services for small- and medium-sized companies, specially trained ICT GROUP customer care agents will be utilized to provide Tier I help desk support, contact management, registration and enrollment, and troubleshooting services, to meet Mi8's goal of providing 24 x 7 x 365 customer support for all Mi8 clients.

Application support services will be provided for Microsoft Outlook, Office 2000, Goldmine, and Lotus Notes.

According to Timothy F. Kowalski, ICT GROUP's Chief E-Commerce Officer and Senior Vice President of Systems and Technology, &uot;Our Internet Support Services offering is custom tailored for companies like ebDirect.com and Mi8 by providing real-time, interaction-driven support to online customers through our suite of E-Solutions delivered in an integrated multi-media contact center capable of supporting inquiries received via multiple customer touchpoints. These agreements bolster ICT GROUP's presence within the e-commerce marketplace and provide us with an excellent opportunity to demonstrate our Web-enabled call center service capabilities and integrated multi-media contact center solutions.&uot;

ICT GROUP, an independent provider of call center teleservices for sales, marketing and customer care, employs nearly 500 professionals in management, sales, systems and operations and approximately 5,000 telephone sales and customer service representatives as well as research interviewers.

The company manages 34 call centers in the U.S., Europe, Canada and Australia from which it supports inbound and outbound calling for domestic and multinational corporations and institutions, primarily in the financial, insurance, telecommunications, healthcare, information media, energy and hospitality industries.

In addition to its corporate staff, ICT GROUP's sales and marketing divisions as well as its market research division are headquartered in Langhorne, PA.

ICT GROUP has sales offices in Chicago, IL; Miami, FL; Stamford, CT; Seattle, WA; Amherst, NY; London, England, and Dublin, Ireland. Existing facilities conducting international operations are located in Miami, FL; Sydney, Australia; Dublin, Ireland; London, England, and in the Canadian provinces of New Brunswick and Nova Scotia.

To learn more about ICT GROUP, visit the company's Web site at www.ictgroup.com. For additional information about ebDirect.com, please visit the company's Web site at www.ebdirect.com. For additional information about Mi8, visit www.mi8.com.

This press release contains certain forward-looking statements that are subject to risks and uncertainties. Forward-looking statements are preceded by, followed by or include the words &uot;believes,&uot; &uot;expects,&uot; &uot;estimates,&uot; &uot;anticipates,&uot; or &uot;plans,&uot; or similar expressions.

For such statements, ICT GROUP claims the protection of the safe harbor for forward-looking statements contained in the Private Securities Litigation Reform Act of 1995.

Actual events or results may differ materially from those discussed in the forward-looking statements as a result of various factors, including without limitation, those discussed in ICT Group's annual report on Form 10-K for the year ended December 31, 1998, and other documents filed by ICT GROUP with the Securities and Exchange Commission.
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Publication:Business Wire
Geographic Code:1USA
Date:Feb 4, 2000
Words:750
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