Tuesday October 19, 7:03 am Eastern Time
Company Press Release
ICT GROUP Selects Mustang.com's Mustang Message Center To Provide E-Mail Management Services
BAKERSFIELD, Calif.--(BUSINESS WIRE)--Oct. 19, 1999--Mustang.com, Inc. (Nasdaq:MSTG - news), a leading provider of e-mail management solutions for mission-critical e-business and e-service centers, announced today that ICT GROUP, INC. (Nasdaq:ICTG - news) has implemented the Oracle version of the Service Bureau Edition(TM) of Mustang.com's(TM) award-winning Mustang Message Center(TM) 3.0 e-mail management platform. Automated e-mail processing is the second service offering within ICT GROUP's E-Solutions package, complimenting ICT NET2TEL.com(SM), a Web enabled call center technology providing simultaneous voice and data interface. Both services are designed to bring the power of live customer support for sales and service to the Internet.
Using Mustang Message Center, ICT GROUP has built a fully integrated e-mail processing solution that allows for: 1) automatic acknowledgement and prioritization of e-mail messages; 2) automatic response messaging, utilizing Mustang AutoAgent(TM) technology to intelligently reply to incoming e-mail inquiries without requiring the intervention of a live operator; and 3) real-time custom e-mail responses by trained customer sales and service representatives (CSRs).
John J. Brennan, ICT GROUP's Chairman and CEO, commented, ``We are aggressively expanding our E-Solutions product offering to provide clients with real-time, consistently superior customer support for Internet sales and service applications. The intelligent e-mail product, made possible with the e-mail management functionality of Mustang Message Center, is ICT GROUP's second E-Solutions venture marrying the Web to the call center. It represents our continued investment in and commitment to an alternative, expanded forum for one-to-one marketing.'
According to Tim Kowalski, ICT GROUP's Chief Information Officer and Senior Vice President of Systems and Technology, ``We are building a total E-Solutions package to provide the human touch necessary for the real-time customer service needs of our online customers. Automated intelligent e-mail and ICT NET2TEL.com, both fully integrated with ICT GROUP's call centers, provide for a true multi-media contact center capable of servicing requests received via e-mail, the Internet, an inbound 800 telephone number, fax, and even white mail. We chose Mustang Message Center based on its open, scalable, standards-based architecture that allowed for easy integration into our E-Solutions platform as well as Mustang.com's proven track record in providing world-class online customer service solutions.'
``We are very pleased to be working with ICT GROUP to help them expand their E-Service offerings. With the Internet's integration as a standard, customers are demanding that companies extend their customer service and support initiatives to include e-mail and Web-based options,' said Jim Harrer, Mustang.com president and CEO. ``Mustang Message Center's addition to the E-Solutions package allows ICT GROUP to offer its customers the ability to go beyond the traditional support of product or service, using technology to enhance the customer experience while realizing the potential of the Internet as a personalized service channel. ICT GROUP is the latest in a rapidly growing number of our customers to rely on the Service Bureau Edition (SBE) of Mustang Message Center. It enables secure service in multiple client environments and offers a scaleable architecture that provides ICT GROUP a solid foundation for the rapid growth of their E-Solutions offering.'
About ICT GROUP, INC.
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.
About Mustang.com and Mustang Message Center
Mustang.com enables loyal, high quality customer relationships through the design, development and support of Internet and e-mail based customer management software applications. Mustang Message Center is an award-winning eService solution that improves e-mail management in mission-critical, high-volume customer service operations. The Mustang Message Center is actively utilized for 24x7, mission-critical customer service, by more than 290 companies, supporting hundreds of thousands of transactions every day. Corporate headquarters are located at 6200 Lake Ming Road, Bakersfield, CA 93306 with offices in Boston, MA, Chicago, IL, Los Angeles, CA, Miami, FL, Atlanta, GA, New York, NY and Washington, D.C. Inquiries can be addressed via voice, 661-873-2500; fax, 661-873-2499; or e-mail, info@mustang.com. Additional information is available from Mustang.com on the Web at www.mustang.com.
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Contact:
Mustang.com, Inc.
Bob Allman, 661/873-2559
bob.allman@mustang.com
or
Continental Capital & Equity
Dodi B. Zirkle, 407/682-2001
dodi@insidewallstreet.com |
