Q: What is SPVA (Self-Provisioned Voice Automation)?
A: Self-Provisioned Voice Automation provides you the opportunity to build IVR applications via the web and without the need for technical staff and programmers. It integrates your telephone and computer system to allow a caller or called party to directly interact with information and services provided by your business. With an IVR system, a caller can answer inquiries, access information, take surveys and make payments. The input can either be through touchtone keypad, or through voice recognition.

Q: What kind of SPVA applications are there?
A: There are both inbound and outbound applications. Inbound applications allow callers to access the system and interact with information, while outbound applications make calls to customers for notification and data capture.
Here are some IVR application examples:

Healthcare	Financial Services
Patient Diary Quality of Life Survey Health & Wellness Surveys Laboratory test results Marketing Survey File health claims Schedule appointments Fill prescriptions Retrieve medical history	Bill Payment Open an account Transfer funds Account management Customer Authentication Evaluate mortgage rates Collections Qualify mortgage Portfolio management
Outbound Applications	Retail
Simple Notification Multiple Message Notify Outbound Surveys Outbound Data Capture Lead Verification Appointment Reminder Bill Collection Late Payment Reminders Order Status Notification	Phone shopping Lead Capture Account status Driving directions Find a store item Order status Store locator Rebate or refund Catalog request

Q: What are the significant business benefits?
A: Significantly reduce the cost of customer service by automating the information access process. Reduce customer frustration by eliminating wait times for customers to get service. Increase customer satisfaction and reduce churn by using proactive communications to notify customers of order status, appointments, claims status, payment status and many other positive messages. And, the service is available 24x7x365.

Q: How does SPVA work?
A: For inbound calls, businesses are assigned toll-free numbers that are distributed to customers. When customers call, prompts are played in professionally recorded voice, accepting customer input and entries. This input is translated into database commands that interact with customer databases or web-services. Responses are either played in professionally recorded voices or using text-to-speech (computerized synthetic voice). Customers can go through multiple interactions in a single call. Applications are managed by logging on to website and provisioning and configuring the available standard application packages.

For proactive communications, businesses can schedule outbound calls, by uploading customer phone numbers and names, as well as selecting appropriate messages for delivery. The messages can be professionally recorded voice, voice recorded on the telephone or through computerized text-to-speech. SPVA dials each phone number on the list and delivers messages to answering machines or humans, as configured in the application business rules. The outbound applications can also go through an interactive session with the called customer. Multiple campaigns can be run at the same time.

Q: Can I off-load very basic or mundane calls to an IVR, so my agents can work on more complex or high value interactions?
A: Yes. IVR applications are best suited to repetitive, mundane and lower value customer interactions.

Q: Can I collect basic information from the caller in an IVR and then transfer a call to my agents, to optimize their time?
A: Yes. IVR can easily collect information like client ID, service plan, etc. before sending to an agent. This type of interaction, however, requires sophisticated software to transfer the collected information to the agents, when they pick up the call.

Q: My customer information resides in an internal database, how will the IVR access this information?
A: The IVR application will have integration into client IT infrastructure through web-services. These web-services can serve data or record data from and into multiple databases. XO Interactive or your designate can write these web-services.

Q: Can I upload my data into an IVR application?
A: Yes. You can collect all the information required to answer a call into a MS Excel and upload it to the IVR through a web-based interface. For outbound applications, called party lists, names, and messages can be uploaded through a web-based interface.

Q: Can a call be transferred into a single or multiple call center locations?
A: Yes. Based on business rules set in the application, the IVR can transfer the call into a single or multiple locations. These transfer phone numbers and some of the associated business rules can be configured through a web-interface.

Q: What reports are available on the IVR service?
A: Each application has multiple standard reports available in a client’s web account. Data can be viewed in charts or downloaded as MS Excel file or in XML formats for further analysis. Custom reports can be programmed for a client for a small setup fee.

Q: What are service provider responsibilities for IVR delivery? And what are client responsibilities?
A: XO Interactive delivers everything required to execute the solution in an on-demand model. That includes telephony, hardware, software, operations and support. We also provide a web-interface for clients to provision, manage and report on their IVR applications through a password-protected account access. Client responsibilities are to make sure all databases and web-services that are required for the IVR are available and in working order. Clients can provision and manage basic changes to the IVR application through a configure-it-yourself interface.

Q: I understand there are many IVR application packages. What if our needs are a little different than the packaged offerings or even completely custom?
A: We can make required changes to your application for a small change fee and create a new package for you. We can also build custom applications for a one-time set-up fee.

Q: How many calls can be handled by the system?
A: We offer thousands of inbound and outbound ports that are shared between multiple customers. We make sure that the aggregate capacity required by our customers at all times, is always available through our infrastructure. We continue to monitor this capacity and build more as the demand grows.

Q: What is IVR pricing?
A: Customers can purchase a bundle of minutes for usage every month, over an annual contract. The larger the bundle, the lower the resulting per minute rate of service. Call XO Interactive sales department today for detailed pricing information.

Q: How do we bill?
A: Your monthly bill appears online and is sent to a designated email address. The bill lists your IVR application usage and associated charges. The bill is charged to a credit card on file in your account.

Q: When should I consider SPVA?
A: You should consider SPVA if:

• you have a large number of customer service calls.
• you are trying to reduce your customer support costs.
you are experiencing high growth.
• your business has seasonal spikes.

• Outbound Notification – notifying customer by phone of events on products, services, updates, etc. (pro-active marketing)
• Surveys – either inbound or outbound surveys that provide customer feedback to the businesses. Surveys can be put together on-demand, in minutes
• Bill Reminder & Collection – Outbound messages to customers reminding them of upcoming or past due bills. Collecting past due amounts over the phone using credit cards
• Lead Capture / Address Capture
• Finding Address / Directions of the nearest business location
• Status of payments or account balance check
• Appointment scheduling and confirmation
• Service or Order Status Information
• Call Routing / Receptionist application
• Dial by name voice dialing using personal address books
• Change of Address