IVR

Our enhanced, state of the art, extensive IVR capabilities enable XACT to offer advanced call services applications for you.

Not only is the XACT switching platform one of the most state of the art available, but it has the ability to integrate with key systems to offer you and your callers more options in service.

See why XACT is so successful in its mission by learning more about us:

The quality of the product is proof in the pudding.

More about Us

GRAPEVINE

Here's what our loyal customers have to say about us!

"They have provided us with a high level of support which we pride ourselves on having at GoldMail."

Samar Kawar, GoldMail


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HIGHLIGHTS

Integration is no problem for us.

Integrating our voice processing system with your database or information is as easy or as complex as need be. We can integrate with web enabled systems and popular database technologies with ease.

Growth capacity on-demand.

We have the ability to grow our capacity on-the-fly. Whether we need 100 or 1000 trunks, our carrier switched network is prepared.

  • ENHANCED VOICE PROCESSING

    Our enhanced voice processing platform provided many options for call processing and control. 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.

  • SUPERB CAPACITY IN HANDLING

    XACT is capable of handling 1,000 simultaneous call transactions with no degradation of service or network capabilities. In 2007, XACT handled 10 million customer transactions through all mediums (phone, web and chat) with an average of 835,000 transactions per month. Being one of the best call centers in the industry, XACT has a proven track record of managing a high influx of customer transactions.

  • ROBUST FEATURES
    Menu Trees. Our IVR is capable of creating simple or complex menu trees to enhanced the experience for your callers. For instance, press 1 for sales, 2 for technical support -- and each of those menu trees then has its own additional logic or application behind it!

    Systematic Logic - We can perform logical statements in analyzing call and customer data.

    Web Integration. Using common data access platforms over the web, we can access your database through HTTPS or ODBC compliant drivers. That information can be read throughout the call to provide an enhanced customer experience.

    Text to Speech. The system is capable of reading information back to callers using one of many text-to-speech engines in both male and female configurations.

    Time of Day Routing. We can change customer experiences based on time of day and day of week schedules. For instance, we can route callers directly to agents 8-5 M-F, and to IVR self-service after hours.

    External Transfer. Should you need an IVR option to transfer to an external number, we have that capability. It will also transfer with the original caller information, such as caller ID and name (where available).

    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.

  • ADVANCED CALLER EXPERIENCES

    Caller experience options allow us to customize the feel, sound or options available to your customers when calling in for agent assistance:

    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. 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 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, tailored to the customer. Perhaps nice soothing hold music, 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.

  • MULTIPLE METHODS FOR IVR CONNECTIVITY

    The XACT switching network offers our customers many ways of delivering their calls to us.

    Toll Free Number - XACT will provide you with a toll free number you may use to forward your calls to us.

    Local Access Number - If you already have a toll free number, or just need a local presence in any one of 120 cities nationwide, we can provide you with that.

    RESPORG - If you already have a toll free number and would like to utilize effective cost savings through our switching network, you may RESPORG transfer your number to us.

    Dedicated Trunking - XACT can install a point-to-point PRI (Primary Rate ISDN Interface), T-1 or SIP Trunking between your switch and ours.

    SIP Trunking - Already have an IP switch or an IP carrier? We can enable and configure SIP trunking between your switch(es) and ours.

  • Andrew Greenfield, BioIQ (Project Manager)

    "As a growing company, we sought to work with a partner that could adapt and scale as our products evolve. The flexibility of the XACT managers and agents enable us to effectively and efficiently provide 24/7 support for all of our users. XACT’s valuable ability to quickly respond to our business needs has made partnering with the XACT team ideal."

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