The XACT automatic call distribution (ACD) and Interactive Voice Response (IVR) system is built on a powerful Microsoft Windows Server technology infrastructure, using multiple servers and switches both in tandem and replication, to deliver a seamless, integrated solution. In each redundant cluster, almost 30 devices are used to provide a quality experience to the caller, the agent and the customer. Since each device or server has a ready standby, that means 60 simultaneous servers and devices are ready at any moment to process a call in a particular Redundant Service Center. .

Caller experience options allow us to customize the feel, sound or options available to your customers when calling in.

 Hold My Place™. While a caller is holding, if something important should come up that requires their attention, they can hold their place in line while waiting for an agent. They simply press any key while waiting. The system will ask them if they want to be called back when someone is immediate available or perhaps later in the day when time is more convenient. At the appropriate designated time, we’ll call them back and engage them in their questions.
 Customized Experiences. We realize that in construction, time is of the essence – that’s why we can customize the experiences of your callers to match what’s happening with our customers. Should there be an increase in volume, our system can potentially be designed to handle that traffic a little bit differently. For instance, if there are 10 or more calls in the system, perhaps we immediately give them the option to be called back instead of asking them to hold; or give them advice on the best time to call us back for an immediate answer.
 Announce Wait Times and Place in Line. Our system can announce the anticipated wait time time and their place in line, so they know precisely where they are.
 Customized Hold Music and Messages. No one likes to wait on hold, but should the need arise, we can customize the hold music and messages your callers experience. Perhaps nice soothing beach sounds, messages to let them know their time is valuable, or answer some of the most popular questions in your hold messages. The hold experience can be further customized by offering Hold My Place™, adding their anticipated wait time or where they are in line for service.
 Multilingual Service. Our IVR can be programmed to switch languages and service offerings based on language selected.

• Call Recordings. All call transactions between your customers and our agents are recorded using a certified digital call recording system. Those calls are then converted and stored on our call servicing platform in MP3 format. Customers may login using FTP or HTTPS and listen to call recordings as they happen. Those call recordings can then be stored, archived to a storage device or transferred to a customer’s FTP system after a particular time period.
• Live Monitoring. Using our Supervisory tool, you can see and hear what is going on with callers in real time. For more information, see the ACD/Reporting section of this RFP.
• Skills Based Routing. Essentially, each line of business offered by the City routes into our system into individual skillsets. Those skillsets allow us to dynamically assign calls to agents with the correct skillset based on training.
• Web Based Reporting. All contact and agent metrics are available over the Internet using a secured login and password.
• Web Based Configuration. All configuration changes can be made through our web based routing configuration tool.

• Click-to-Call™. From anywhere on your website, you can add a click to call feature. The caller can enter their phone number and choose to receive a call back now or some time in the future, at no cost to them. It can be setup by department, by location or by agent segment.
• Web Live Agent. We can integrate live chat directly into your website so prospects can have questions answered in real time by the call center staff. We’ll know exactly what page they’re on, what section they’re referencing and can ask them for important information before starting the conversation to customize the experience for them.
• Caller Survey. At the end of a call, we can offer the caller the option of participating in a survey to ask them how the call center or the city has satisfied their needs. This survey can be optional and only asked of particular callers, particular segments of City business or at random. The survey responses can be placed in your call reporting database for analysis and include all of the call statistics and the survey responses.
• IVR with Voice Recognition. In addition to our powerful, extensive standard IVR package, XACT also has the ability to provide IVR service with voice recognition features.