Q:  How do you price your solutions and services?
A:  Our pricing models offer a key advantage to clients.  We price so clients can choose the best method for their business…by the seat, minute or transaction – whichever is best for you.    

Q:  Do we need to use your carrier services if we already maintain a carrier contract relationship?
A:  No, XO Interactive is carrier neutral and we will help you protect your existing carrier relationships because virtually all carriers have circuits within our facilities.    

Q:  Do we need to buy everything or can we acquire components of your managed services?
A:  Virtually every solution can be delivered ale carte…Inbound & Outbound Voice XML, Contact Center On-Demand, Proactive Concierge, National & Local Number Access – aka “Think Local Act Global” (TLAG) , Self-Provisioned Voice XML and Carrier Infrastructure Services.    

Q:  If we choose Contact Center On-Demand, will we need to do a forklift replacement of all of our ACDs, IVRs and immediately move to VoIP?
A:  Absolutely not, we deliver full interoperability with virtually every ACD and IVR and can even run both TDM and VoIP to provide a long-term migration plan to a full IP solution when your organization is ready.    

Q:  What are your data center physical security procedures?
A:  Access is fully restricted to XO Interactive NOC personnel.  The centers are key controlled 24 hours a day.  All entries and exits are logged via automated security.  Security audit is performed daily.    

Q:  Does XO Interactive have multiple data centers and is there redundancy?
A:  XO Interactive has multiple geo-redundant data centers with component and software level redundancy, electrical power failsafe (generator and battery backup), multiple and redundant circuits as well as multiple network operations centers.    

Q:  What service levels do you agree to contractually?
A:  XO Interactive has agreements guaranteeing 99.999% uptime as measured in a calendar month.    

Q:  What is the best way to familiarize myself with the XO Interactive solutions?
A:  Contact the sale department and ask for a 1-hour consultation.  A sales executive and an experienced solutions engineer can cover call center cost reduction, service improvement, peak & valley fluctuation strategies, automated programs for increasing revenue and overall customer communication strategies.  In that short period, you’ll know what XO Interactive can deliver and gain knowledge regarding immediate business impact.    

Q:  How long does it take to implement a proactive communications program to notify customers of information before they call in?
A:  XO Interactive has the capability to launch outbound programs in 30 days to immediately drive results.    

Q:  How long does it take to turn up a virtual contact center with Contact Center On-Demand?
A:  From contract signing, it can be operational in 45 days.    

Q:  Can XO Interactive support markets outside of the United States with Contact Center On-Demand?
A:  Yes, we have facilities across Europe, APAC and Latin America and can support both in region customers as well as offshore operations.    

Q:  We can’t decide whether to use a managed service provider or to acquire the equipment, software and personnel and operate the solution ourselves.  How do we go about doing a total cost of ownership comparison?
A:  XO Interactive has a detailed model to help you determine the true cost of the solutions to help you in this decision.  It starts with understanding “Why Managed Services?” referenced in our web site.    

Q:  What are the hidden charges in the XO Interactive solutions?
A:  There are only three potential fee types from XO Interactive:  NRC, MRC and Telecom.  NRC – Non Recurring Charges – are one-time costs associated with setup, provisioning, training, etc., and are contractually agreed upon prior to any service.  MRC – Monthly Recurring Charges – are based upon your billing selection (monthly, per minute or transactional) and occur based on monthly (usage, seats, volume.)  Telecom charges exist only if XO Communications is also the carrier selected for transport.  There are NO HIDDEN CHARGES.    

Q:  Does XO Interactive have experience in enterprise database integration?
A:  Yes.  We have integrated to the databases of many enterprise clients to provide flawless self-service experiences for their customers.  Every integration runs over highly secure circuits to ensure data privacy.  Data is also used and purged instantaneously to eliminate data exposure outside of the enterprise firewall.    

Q:  If data resides at XO Interactive, how can we be sure it is secure?
A:  Almost every implementation is architected to keep the client data within their secure facilities.  For the data clients want XO Interactive to host, we maintain secure environments and perform stringent processes to ensure the data security conforms to our enterprise client specifications.    

Q:  What kind of support can XO Interactive offer?
A:  We offer business day all the way up to 24x7x365 live support for our enterprise clients.    

Q:  What kind of reporting does XO Interactive provide?
A:  We provide a standard set of reports with every solution delivered.  We also offer complete interaction database exposure allowing access by the industry standard reporting tools, completely under our client’s control.    

Q:  Are XO Interactive solutions pre-integrated with any CRM products?
A:  We have implementations with integration to virtually every CRM solution.  We went a step further with RightNow Technologies and are pre-integrated with their Service and Sales desktops as well as their voice transaction systems.    

Q:  Am I really in control utilizing a managed service provider?
A;   Not all managed service providers offer you full control. However, you are in complete control with XO Interactive.  Because we utilize the complete Genesys framework for every solution, our clients are always in complete control over:  Self-service call flow, skill groups, queuing & routing, contact center volume assignments, workforce distribution, campaigns, data loads and feeds, reporting and administration.  Our clients manage as much or as little as they want and always have complete oversight.    

Q:  If we use your Proactive Communication solution, what are the legal implications?
A:  We maintain a thorough understanding of the regulations both at the federal and the individual state levels.  At a high level, there are a few basic rules: 

• Automated (non agent) calling can not be used for sales, marketing or lead generation purposes to a target population not qualified as having an established business relationship (EBR) with the enterprise.
• With the exception of a very few states, automated calling may be used to deliver collections and payment reminder calls to both EBR and non-EBR targets.
• With the exception of a very few states, automated calling may be used to sell, survey, notify a target population having an established business relationship (EBR) with the enterprise.
• In virtually every state, automated calling may be used when the target population has an active written, or web-initiated & confirmed, opt-in agreement with the enterprise.  These calls may cover sales, marketing, alerting, notifications and surveys and be one-way, two-way and transactional.  An active opt-in takes precedent over the federal and state Do-Not-Call lists.

Q:  How important is speech recognition?
A:  This is tantamount to “how high is up?”  Speech recognition and touch tone both have very good user interface characteristics and their deployment is completely dependent on the application.  For example, those touting speech as the “only interface” need only call their airline with their mobile phone in a noisy airport to realize speech recognition and noisy backgrounds don’t like each other.  Conversely, the law may one day dictate the only interface between human and phone in the car is voice…meaning speech recognition.  At XO Interactive, we apply the right technology to the problem without any bias.  This approach keeps our usability high and client frustration low.    

Q:  What control does the client have over application design and development?
A:  Our clients are in complete control.  They can choose to bring in third party professional services organizations to perform the application development and project management.  They can choose XO Interactive to provide the professional services.  Or, they can choose any combination in between.    

Q:  When using managed services, what licenses are we granted?
A:  Our clients don’t need licenses when we deliver the services.  Interestingly, we have had an occasion when clients either have or desire to acquire licenses, but choose to have the software operate in our facilities.  We are very flexible and support almost any model.    

Q:  Can we utilize XO Interactive managed services for a defined period of time and then migrate to our premises?
A:  Absolutely!  In fact, we have a program call our Assurance Program to ensure you can quickly and easily migrate from our facilities to yours.  The obvious benefits to this programs are:

• You can still utilize XO Interactive as a hot backup provider
• You may decide to leverage XO Interactive for capacity fluctuations and seasonality
• And, you may decide after a period of time the software and hardware updates, operational overhead, staffing, technical resources and management are to great and you move the volume back to XO Interactive.

You see, clients have complete flexibility and control.