ICT GROUP Signs Multi-Year CRM Services Agreement With Pfizer Inc

Business Wire, March 22, 2001

Business Editors/Hi-Tech Writers

LANGHORNE, Pa.--(BUSINESS WIRE)--March 22, 2001

ICT GROUP, INC. (NASDAQ:ICTG), a leading global provider of customer relationship management (CRM) solutions, today announced the signing of a 3-year CRM services agreement with Pfizer Inc (NYSE:PFE), a research-based, global pharmaceutical company, to provide customer care services for many of its marketing programs/pharmaceutical products.

The program will be managed within ICT GROUP's Medical Marketing Services business unit, which provides specialized patient customer care, marketing services, clinical trial recruitment, disease management, and compliance and wellness program services for pharmaceutical and managed care clients.

A new dedicated CRM operating unit, staffed by healthcare and other professionals, has been opened in Langhorne, Pa., to support this program. Customer service representatives at this facility provide customer support for Pfizer, answering product questions and general marketing inquiries, as well as handling process enrollments and administering consumer surveys.

"We are committed to providing Pfizer with an integrated CRM solution that will help ensure overall customer satisfaction through the successful implementation and management of their marketing programs," said John J. Brennan, Chairman and Chief Executive Officer of ICT GROUP.

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.

ICT GROUP also offers a full suite of hosted CRM solutions, 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 Pfizer:

Pfizer Inc is a research-based, global pharmaceutical company that discovers and develops innovative, value-added products that improve the quality of life of people around the world and help them enjoy longer, healthier, and more productive lives. Pfizer has three business segments: health care, animal health and consumer health care. Its products are available in more than 150 countries.

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," "anticipates" 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, identifying and opening planned contact centers within timeframes necessary to meet client demands, reliance on strategic partners, industry and government regulation, reliance on telecommunications and computer technology, general and local economic conditions, and competitive pressures in ICT GROUP's industry.