ICT GROUP and UTOPY Announce Strategic Marketing Partnership
ICT Group and UTOPY announced a strategic partnership and co-marketing agreement under which ICT GROUP will use UTOPY speech analytics software for agent-facing quality, training, and process improvement purposes as well as to deliver value-added customer intelligence and voice/data mining solutions for clients, across multiple vertical industry programs.
This strategic partnership positions ICT GROUP to deliver improved service, increased operating efficiency and optimized sales and service performance for clients' outsourced service initiatives. Additionally, it provides an alternative revenue-generating technology solution for the effective up-sell/cross-sell of additional services and/or other process improvement strategies, using valuable customer data gained through digitally recorded transactions.
"Partnering with UTOPY helps differentiate ICT GROUP, enhancing our already comprehensive, diversified service offering to include additional high-value, ROI-driven customer and marketing analytics solutions," said John J. Brennan, chairman and CEO of ICT GROUP. "Furthermore, this combined offering allows us to provide more customized, end-to-end customer support services, beyond the handling of routine sales and service transactions, complimenting our value-added Marketing and Technology Services capabilities."
ICT GROUP and UTOPY have already signed their first joint services agreement, for a financial services client who will be using the combined offering to determine why customers are calling as well as to help measure and improve up-sell/cross-sell effectiveness and identify potential process improvement areas, to help reduce cancellations and other customer service issues.
"Clearly, there are strong synergies between UTOPY and ICT GROUP, including the vertical market focus of both our organizations, making this co-marketing relationship a perfect fit," stated Roy Twersky, president and CEO of UTOPY. "We are pleased to be partnering with this forward-thinking, global leader in outsourced services, helping them to provide exceptional service through the additional insight and business intelligence gained using our advanced speech analytics software."