ICT Group and Sprint Canada to Provide Hosted CRM Services

Business Wire, Feb 6, 2001

Business Editors, High-Tech Editors

LANGHORNE, Pa.--(BUSINESS WIRE)--Feb. 6, 2001

ICT GROUP, INC. (NASDAQ: ICTG), a leading global provider of customer relationship management (CRM) solutions, and Sprint Canada Inc., wholly owned subsidiary of Call-Net Enterprises Inc., (TSE: CN and CN.B; NASDAQ: CNEBF), today announced their alliance to provide hosted CRM services.

Millennium Care, a pioneer in service chain management solutions - hosted technical help desk and eCRM applications -- is the first client to use this joint CRM hosted service offering. The solution for Millennium Care's customer contact center consists of automatic call distribution technologies hosted by ICT Group, CRM tools -- including Whisper Technology, skills based routing and Computer Telephony Integration -- and telecommunications services provided over Sprint Canada's infrastructure.

iCT Connected Touch LLC, a subsidiary of ICT GROUP, provides hosted and consultative CRM services for the Millennium Care initiative. "Beyond this program," said Timothy F. Kowalski, President of iCT ConnectedTouch, "we have the ability to serve a large and growing base of Canadian companies with sophisticated, industry-leading CRM technologies available on a cost-efficient, hosted basis."

This joint program leverages ICT GROUP's more than 15 years' customer care expertise and successful implementation and use of automatic call distribution (ACD) systems in contact center CRM solutions with Sprint Canada's position within the data, e-business and voice marketplace.

"We partnered with ICT GROUP for the hosted CRM program, " explains Paul Engels, Vice President, Enterprise Marketing, Sprint Canada, "because of their proven customer care track record, solid integration and implementation capabilities and value-added contact center CRM consulting services."

"This innovative joint offering," says Doug LaRose, Vice President of Operations for Millennium Care, "is key to reducing our infrastructure Total Cost of Ownership, while increasing reliability and functionality available to our call center team. The solution provided by Sprint Canada and ICT GROUP is a logical 'fit' within our own hosted eCRM portfolio, and is consistent with business models we encourage our customers to foster. We feel this is a winning combination that will lead to the improved satisfaction and loyalty of our customers, as well as the increased profitability and long-term success of Millennium Care."

About ICT GROUP:

ICT GROUP, headquartered in Langhorne, Pa., is a leading global provider of integrated customer relationship management (CRM) solutions. The company helps clients identify, acquire, retain, service, measure and maximize the lifetime value of their customer relationships. The company manages CRM service operations in the U.S., Europe, Canada and Australia from which it supports domestic and multinational corporations and institutions, primarily in the financial, insurance, telecommunications, healthcare, information technology, media, energy and hospitality industries as well as a growing base of e-business providers. ICT GROUP also offers its full suite of CRM solutions as an Application Service Provider, for use by clients at their own in-house facility or on a co-sourced basis in conjunction with ICT GROUP 's fully compatible Web-enabled customer service operations. To learn more about ICT GROUP, visit the company's Web site at www.ictgroup.com.

About Sprint Canada:

Sprint Canada Inc., a wholly-owned subsidiary of Call-Net Enterprises, is one of Canada's leading national communications solutions companies, offering voice, data and online services. With headquarters in Toronto, Sprint Canada operates in several locations across the country. Visit Sprint Canada's website at www.sprintcanada.ca.

This press release contains certain forward-looking statements that are subject to substantial risks and uncertainties. Whenever possible, forward-looking statements are preceded by, followed by or include the words "believes," "expects," "estimates," "anticipates," or "plans," or similar expressions which speak only as of the date the statement is made. ICT GROUP assumes no obligation to update any such forward-looking statements. 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 of operation and financial condition 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, 1999, and other documents such as Form 10-Q and 8-K reports filed by ICT GROUP with the Securities and Exchange Commission. Although ICT GROUP believes that the expectations reflected in such forward-looking statements are reasonable there can be no assurance that such expectations will prove to be correct. Important factors that could cause actual results to differ materially from ICT GROUP's expectations may include, but are not limited to the following, many of which are outside ICT GROUP's control: customer demand for client's product, the client's budgets and plans, interest rates and other conditions affecting the client's industry, unanticipated labor, contract or technical difficulties, reliance on strategic partners, industry regulation, reliance on telecommunications and computer technology, general and local economic conditions, and competitive pressures in ICT GROUP's industry.