ICT Group Inc. continues technological leadership with implementation of new software systems.LANGHORNE, Pa.--(BUSINESS WIRE)--Feb. 13, 1997--ICT Group Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :ICTG ICTG Irish Christmas Tree Growers ICTG Information and Communications Technology Group (SAIC) ) an independent provider of call center teleservices for sales, marketing and customer care, has implemented the latest call center technology utilizing Informix(R) data base management and Edge TeleBusiness(R) Software systems. The use of this new technology enables ICT (1) (Information and Communications Technology) An umbrella term for the information technology field. See IT. (2) (International Computers and Tabulators) See ICL. 1. (testing) ICT - In Circuit Test. Group to better manage its list management and data base maintenance capabilities. This results in more easily adaptable program and scripting requirements as well as more flexible and controlled data manipulation Processing data. , leading to improved overall direct marketing program performance for the company's clients. Jack Kerins, senior vice president, Call Center Management Services and Systems & Technology, said, "The implementation and use of an Informix-based relational data base management system is part of ICT Group's planned `Best of Breed' technological strategy, which is leading to the development of CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. Smart Centers(SM). "In a technologically sophisticated CTI Smart Center, several different `best of breed' components are integrated." ICT Group uses Aspect and Lucent G3 and ACDs, EIS (1) (Executive Information System) An information system that consolidates and summarizes ongoing transactions within the organization. It provides top management with all the information it requires at all times from internal and external sources. predictive dialers, CTI middleware and IMA (Interactive Multimedia Association, Annapolis, MD) An earlier trade association founded in 1988 originally as the Interactive Video Industry Association. It provided an open process for adopting existing technologies and was involved in subjects such as networked services, scripting Edge software for screen management and scripting. CTI Smart Centers use Pentium desktop processors running Windows 95, coupled to Windows NT servers, and interconnected to ICT Group's IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) RS/6000 UNIX UNIX Operating system for digital computers, developed by Ken Thompson of Bell Laboratories in 1969. It was initially designed for a single user (the name was a pun on the earlier operating system Multics). processor backbone systems. With the use of an Informix data base management system and Edge TeleBusiness scripting software, both current and future clients can enjoy the following call center technology advantages: a common, universal data base platform, decreased training costs, increased technical staffing flexibility, faster program development and turnaround time (1) In batch processing, the time it takes to receive finished reports after submission of documents or files for processing. In an online environment, turnaround time is the same as response time. and more easily manipulated sales and marketing information. The addition of this cutting-edge technology to ICT Group's existing call center systems architecture will enhance both inbound and outbound client applications as well as improve the company's call center management capabilities. The link between the Informix data base and Edge software systems currently under development is seamless, allowing for greater control over program data, easier data manipulation and on-line scripting and campaign changes. Both platforms are designed for use in a large-scale, UNIX-based environment, such as that found in ICT Group's technologically sophisticated teleservices call centers. Informix Software Inc., a leading provider of high performance, parallel processing data base technology, is headquartered in Menlo Park, Calif. Information Management Associates Inc., the producer of the Edge TeleBusiness Software system, is headquartered in Shelton, Conn. ICT Group employs more than 300 professionals in management, sales, systems and operations and approximately 3,000 telephone sales and customer service representatives and research interviewers. The company manages 25 call centers in nine states, Europe and Canada, from which it supports outbound and inbound calling for domestic and international corporations and institutions. ICT Group has expanded beyond its traditional markets of insurance, financial services, publishing and telecommunications to include the pharmaceutical, health care services and computer technology industries, which are emerging as areas of rapid growth in the use and outsourcing of call center teleservices. In addition to its corporate staff, ICT Group's sales and marketing divisions as well as its market research division, ICT Research Services, are headquartered in Langhorne. ICT Group has domestic sales offices in Philadelphia; Chicago; Miami; Stamford, Conn.; Boston; and Amherst, N.Y. CONTACT: ICT Group Inc., Langhorne Patricia A. Crane, 215/757-0200, fax: 215/757-7877 |
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