Services
At XACT, we recognize that not all businesses are the same - that's why we customize our services to fit your organization. Whether your goals are to improve customer service, increase sales or reduce strain on your infrastructure, the experts at XACT work with you to create a system to help manage all areas of your call center handling needs.
- Customer Care - Customer satisfaction is key to a successful business. At XACT we make servicing your customers' needs our top priority.
- Sales - Our team is committed to making your company and product as successful as possible. Our sales representatives are trained and motivated to meet your telemarketing goals.
- Business Processes - All too often there's not enough time in the day to do all your business demands. Let XACT help streamline your efforts, easing the workload and improving customer and employee satisfaction.
Our systems combine state of the art technology with cutting edge applications. These applications help us to produce solutions for you.
Computer Telephony Integration
XACT's primary call-handling system integrates PBX functionality with an intelligent console to provide exceptional voice, text and data services, including: extensive database, voicemail, IVR, fax and Internet capabilities. These systems enable XACT agents to access customer web sites, provide and capture data in a variety of forms, and deliver information and messages via e-mail, fax and pager.
Connectivity
Open architecture systems offer total connectivity to other hardware, software applications, contact centers, switches, voicemail, paging terminals and the Internet. This permits seamless operational integration and real-time interface with third party systems and databases.
Database Management
XACT platforms enable our agents to reference and capture data in response to inquiries. Static information can be stored in system directories, while dynamic information can be exchanged directly via the Internet, frame relay or other means. Data from OBDC compliant databases can be transmitted in any form and frequency required.
Web Integration
All XACT contact centers are fully web-enabled, allowing agents to interact with customers' websites, in-house systems and databases via custom interfaces and applications. Access to online databases permits real-time information exchange, updating and retrieval.
Scripting
Multi-level information exchange tools enable consistent agent inquiry response and data capture, regardless of call volume or staffing. Custom programming allows agents to handle any variety of calls, each according to prescribed procedures.
Reporting
Report engines track the last 1.2 million events to report on all aspects of call assignment, handling and performance. Records of all or select incidents in real-time or batch, periodic summaries of standard data or fully customized reports can be exported in comma-delimited files, Microsoft Access databases, viewable reports in HTML, Rich-Text Format, or plain MS-DOS text.
Call Recording
Certified call recording equipment provides contact reference, or backup for legal recourse in cases of potential liability.
Remote Monitoring
The ability to support remote positions permits clients to monitor XACT service in real-time, access account information, and generate reports on demand, all from the client's own location.
Backup and Redundancy
All XACT contact centers have uninterrupted power supplies (UPS) and generator backup to prevent power interruption. XACT's multi-site infrastructure enables overflow or contingency support. Certain sites also have fully redundant computer-telephony platforms for additional security.
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