XACT

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XACT is a telecommunications company, founded in 1998 and located in Orlando, Fla. They have 69 employees specializing in custom-designed contact center solutions for companies in business services, finance, and consumer products and services. They offer voice services, help desk and web support, marketing, and virtual receptionist services.

Client Insights

Industry Expertise

Financial services

20%

Other industries

15%

Advertising & marketing

5%

Arts, entertainment & music

5%

Business services

5%

Consumer products & services

5%

Education

5%

Government

5%

Hospitality & leisure

5%

Client Size Distribution

Small Business (<$10M) 25%

Midmarket ($10M - $1B) 50%

Enterprise (>$1B) 25%

Common Project Size

$50K-$199K 5 projects

<$10K 4 projects

$200K-$999K 4 projects

Clients

  • Culinary Institute of America

Highlights from Recent Projects

Overall Rating

4.7
29 Reviews

XACT provided call center services for the online education company, Udacity. The project entailed handling inbound calls from customers at the initial phase of the Udacity funnel. This involved answering queries about the company or courses and carrying out some qualification. In addition, XACT handled calls from customers intending to cancel their membership, in which case they would try to keep them engaged with the program. XACT was integrated into Udacity's Salesforce instance for efficient information input. The partnership, which began in January 2020, was so successful that Udacity is planning to expand it further.

The company also worked with Cherry Hill Programs, a holiday-themed photography company, providing call center services for their seasonal influx of calls. XACT handled different scenarios such as customers being unable to claim their photos after visiting the set, complaints about the Santa set, and inquiries about the reservation process. The team at XACT was praised for their ability to learn technical aspects quickly and for keeping up with changes in procedures. The engagement, which started in April 2019, is ongoing and has so far cost Cherry Hill Programs about $250,000.

MediaWorks 360, a company that develops outsourced marketing services, membership programs, and premium-price subscription opportunities for publishing companies, hired XACT to handle customer service. XACT responded to customer queries via email and phone, providing support on a range of topics. The quality of their services and their competitive pricing led to MediaWorks 360 transferring more of their business to XACT. The partnership began in December 2018 and is still ongoing.

Timeliness

4.1

Service Excellence

4.7

Value

3.9

Would Recommend

4.8