Helps Business Grow by Thinking Outside the Box

XACT has been providing contact center solutions for more than 19 years. Our experience provides a seamless, cost effective integrated solution for your business or organization. XACT specializes in custom designed solutions for those companies who do not fit in a cookie cutter mold.  XACT believes in a partnering method of communication.

 
Undisclosed
 
Undisclosed
 
250 - 999
 Founded
1998
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Orlando, FL
headquarters

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Xact Telesolutions

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After Hours Call Answering for SaaS Claims Platform

"The integration of their team was very smooth."

Quality: 
4.0
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
Confidential
 
2004 - 2014
Project summary: 

Xact Telesolutions provided after hours call center support and training of outsourced customer service representatives.

The Reviewer
 
201-500 Employees
 
Massachusetts, United States
VP Operations & Customer Service, SaaS Claims Platform
 
Verified
The Review
Feedback summary: 

The training documents and exam received positive feedback from key stakeholders. Xact Telesolutions’s team inspired confidence throughout the project by communicating clearly from the start. Responsiveness and a client-oriented approach were hallmarks of their work.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I'm VP of operations and client services for a third party administrator for insurance companies. We answer phones for people reporting homeowner or automobile losses.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Xact Telesolutions?

Our competition had 24-hour call centers and we didn’t. We needed to find someone who could handle our phone calls after hours in order to compete with the rest of the industry.

SOLUTION

What was the scope of their involvement?

Two representatives came to our office to train with our trainers on our software. They were responsible for then going back and training the rest of their staff. They created their own training documents, which we signed off on. Their trainees had to pass an exam before they began answering calls. Throughout the engagement, they sent weekly reports on service level agreement (SLA), call times, average pick up, speed of answer, and abandonment rate.

What is the team composition?

I had one main contact who served as the account manager.

How did you come to work with Xact Telesolutions?

I looked at three companies. I liked the fact that they had at-home representatives as well as an office. I felt secure that there wouldn't be any downtime.

How much have you invested with them?

They charged us a flat fee for up to 12 minutes, and then there was an additional charge for every minute over. I don’t know what the total cost was over the life of the engagement.

What is the status of this engagement?

We worked together from 2004–2014.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I don't remember any issues or big problems. I don't recall people complaining about wait times. I just remember it being a good experience.

How did Xact Telesolutions perform from a project management standpoint?

The integration of their team was very smooth. They were really good about sending me the weekly reports. If there were any problems. I would email or call the account manager. They also recorded all of the calls so if there ever was an issue, she would send me those recordings within 24 hours.

What did you find most impressive about them?

I really appreciated the professionalism of the two representatives that came out to our facility. They sat with our team and really absorbed what we do. They did a great job.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Call Answering & Support for Culinary School

"They feel like an extension of our company."

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
2011 - Ongoing
Project summary: 

Xact Telesolutions provides call center services including FAQ creation, registration processing, and customer service training.

The Reviewer
 
501-1,000 Employees
 
New York Metro Area
Associate Vice President, Culinary School
 
Verified
The Review
Feedback summary: 

The registration calls Xact Telesolutions provides significantly decreases customer complaints and ensures QA. Their responsive communication and hands-on approach ease project management. Additionally, their cost-efficient solutions make them optimal for a long-term partnership.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m associate VP of the branch campuses of a culinary-education organization. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Xact Telesolutions?

We needed a third-party call management team, as it was much more efficient and effective than trying to manage it ourselves.

SOLUTION

What was the scope of their involvement?

We have specific proprietary systems that we use for our registration. It’s more complex than just a word office suite. Xact’s team visited our campus to get trained on how to use our systems. Using our feedback, they helped create FAQ training guides and compiled any customer service questions that might come up. 

Currently, their team autonomously handles most calls and makes sure they don't escalate to where we need to intervene. They offer more than a basic call service, as they handle the whole registration process as well. They understand our business well and grow our trust more and more over the years.

What is the team composition?

For the initial implementation, we worked with a project manager and two other employees. Their project manager still works with us on an ongoing basis.

How did you come to work with Xact Telesolutions?

We looked at around nine different vendors. We went through formal demos and a long process to find the right one. We needed a vendor that could provide 24/7 service and a variety of resources to accommodate our needs. Xact Telesolutions fit our criteria. 

How much have you invested with them?

We invested around $1 million thus far. We’re billed per hour and receive bulk discounts.

What is the status of this engagement?

We start in 2011 and the work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

When we were doing call services in-house, customers complained that they were getting suboptimal and rude service. We now never receive those complaints, and Xact assures quality standards are met. Their services save us a lot of money as well, and they help us cut down on unnecessary costs.

How did Xact Telesolutions perform from a project management standpoint?

We update each other on an as-needed basis. For example, they recently helped with a major update to our registration system, and we communicated more often. On an ongoing basis, they make it seem like autopilot, and they're always attentive to our needs. Our project manager responds to our emails or calls within minutes, and their face-to-face meetings are critical to our success. We have an excellent relationship with them, and they feel like an extension of our company.

What did you find most impressive about them?

We have only a few issues, and they respond extremely quickly to fix them. We really have a fantastic partnership.

Any advice for potential customers?

Make sure you cultivate a good relationship with their customer service lead. It's the best way to make sure your project is successful.

5.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Phone Screening & Triage Support for Public University

“They’re the best call center I’ve ever worked with.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
1999 - 2002
Project summary: 

Xact Telesolutions provided 24/7 triage support and customer service to help university students. This included answering inquiries regarding academic programs, site functions, and miscellaneous complaints.

The Reviewer
 
1,001-5,000 Employees
 
Alabama
Vice Chancellor, Public University
 
Verified
The Review
Feedback summary: 

Their effective support improved the experience of the university’s online students. As a result, they contributed to a 20% increase in online enrolments over the course of four years. Xact Telesolutions learned internal processes and helped prevent technical issues before they occurred.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the vice chancellor of a public university.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Xact Telesolutions?

We were launching our online system of course offerings. As an early adopter of the technology, the online courses took off and we soon had students all over the world that would operate outside of our time zone. We didn't have the internal resources necessary to handle the number of student inquiries 24/7. We needed an experienced call center management vendor to help scale our growth. 

SOLUTION

What was the scope of their involvement?

We asked Xact Telesolutions to provide phone screening and triage support services for our students. They fielded all issues associated with student services and functioned as a filter for the campus staff. Their directive was to either help the inquiring student within one phone call or forward them to the appropriate faculty member. We also requested that they act and sound as if they were answering from an on-campus phone. To accomplish this effort, we initiated a detailed and methodic entry plan that consolidated 70 call sites into one. This process involved scripts and a lot of training so that their personnel could function as surrogate student services advisers. They fielded thousands of calls on weekends and after regular business hours. 

What is the team composition?

I worked with their director of business development while a subordinate of mine primarily interacted with their team lead. They allocated a team of call handlers, but the number of which fluctuated throughout the engagement.

How did you come to work with Xact Telesolutions?

Went sent out an RFP and got a lot of responses. We interviewed four service providers but ultimately hired Xact Telesolutions.

How much have you invested with them?

They charged us via monthly invoices. We likely spent between $50,000 and $70,000 in total.

What is the status of this engagement?

We worked with them from 1999–2002.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our online enrollments grew each year that we worked with them. We launched academic teaching locations in 17 states and our online presence for students rose significantly. We had double-digit growth every year. In total, they increased by around 20%. Xact Telesolutions mirrored our customer service practices so well that the students never knew they were being forwarded to a call center. As a result, we were able to devote more resources to second- and third-tier calls, which enhanced the overall quality of our service levels. The team also provided responsive follow-ups and short wait times.

How did Xact Telesolutions perform from a project management standpoint?

They were terrific and always stayed ahead of us in terms of addressing issues. We always thought they were the leading edge of problem-solving for us. We felt comfortable with their team and would rarely need to retrain resources. Their team leader made sure they understood our catalog and were mostly self-sustaining.

They also made an effort to stay in constant communication with us. We’d have a meeting over the phone every morning where they’d give us a sense of what type of calls they’ve received through the night. In addition to merely notifying us when the site went down, they’d outline potential patterns like what areas of the site were confusing to students, what programs were frequently asked about, or what complaints were made about professors.

What did you find most impressive about them?

We had nothing but the fondest regards and greatest respect for Xact. We were blown away by how great they performed during the partnership. They were able to spot trends and warn us of potential problems before they became significant issues. We’ve contracted larger companies for the same service and have never been as satisfied as we were with Xact Telesolutions.

Most call center operations approach tasks with the mechanics of a call center. Xact Telesolutions focused on replicating our university when interacting with students. Their team knew as much about our policies as our internal staff and they even decorated their office with pennants and banners from our school. They embraced their role and felt more like an extension of our faculty than a third-party service provider.

Are there any areas they could improve?

No, because we experienced learning curves together as we collaborated on weekly service refinements. In fact, I rue the day we lost their business.

Do you have any advice for potential customers?

The team was sophisticated, but most universities aren't familiar with their service lines because academia is a different population and business model. Xact will learn your business to give valuable advice and counsel. They work one step removed but also study internal processes. This gives them a unique perspective that should be utilized. They’re willing to assist process improvement.

5.0
Overall Score They’re the best call center I’ve ever worked with.
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Overflow Helpdesk Answering for Medical Company

“They always did an outstanding job.”

Quality: 
4.0
Schedule: 
4.0
Cost: 
4.5
Willing to refer: 
4.0
The Project
 
$1,000,000 - $9,999,999
 
2011 - May 2018
Project summary: 

Xact provided a helpdesk answering service, handling thousands of calls and creating a ticket for each caller.

The Reviewer
 
10,000+ Employees
 
Massachusetts, United States
Director of Production Support, Medical Company
 
Verified
The Review
Feedback summary: 

Keeping hold times reasonable, Xact helped improve the center's capacity to answer calls quickly. Their ability to provide a backup team eliminated any interruptions in the process, while their affordable rates and professionalism won them an extended contract.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I'm the director of production support at a medical company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Xact Telesolutions?

We're a very high volume call center, so we take about 30,000 calls a month. After a certain amount of time on hold, we give callers an option to have a ticket created for them as opposed to waiting for a tech person to pick up. We needed a company to handle the flow of the calls coming into the helpdesk.

SOLUTION

What was the scope of their involvement?

We provided them with scripts, which are templates for gathering information that is necessary to create a ticket. The template depends on the issue a caller is experiencing. Xact had to answer the calls in a particular way, identify themselves, and explain that they're there to create a ticket.

What is the team composition?

They had a dedicated team of about 20 agents and a backup team of another 20 agents. We also had an account manager, with whom we worked on a daily basis.

How did you come to work with them?

We already had a contract with them when I came on board two years ago. We also had an internal team that was trying to handle the overflow, so we were paying two groups to do the same thing. Since Xact had very affordable rates, I removed the other team and sent more work to Xact. I basically re-wrote the contract and got Xact more involved.

How much have you invested with them?

We spent about $500,000 a year. They billed us per hour, so the amount depended on the number of their hours that we used.

What is the status of this engagement?

We started working with them in 2011 and the relationship ended in May 2018. They were doing an excellent job, but we moved to another company that could resolve the tickets as opposed to just taking calls.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They definitely helped us keep our hold times reasonable and improved our capacity to take calls quickly. Our goal was to pick up the call within 30 seconds and to work the call in less than three minutes. They always did an outstanding job.

We also measured the quality of their work to make sure they used the right templates and there were no HIPAA violations (for example, we couldn't record patient's data within the body of the ticket). Xact did very well on that front as well.

How did they perform from a project management standpoint?

We had a weekly meeting where we reviewed some of the tickets they created. They were responsive and dealt with the day-to-day operational issues very well. We used email, phone, and IM to communicate. We didn't have any issues with them.

What did you find most impressive about them?

They knew what they do well and didn't try to sell me on the things they couldn't do. They're an answering service and have a lot of clients, but they're not an IT company. They didn't try to sell that they could resolve the tickets, but they were very good at picking up the call, taking the customer's issue, and making sure it got sent to the right place.

Are there any areas they could improve?

Not really. They did a very good job for me.

Do you have any advice for potential customers?

Be in constant communication and make sure you enable them correctly and measure them correctly.

4.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.0 NPS
    Willing to refer

Answering Services for Recreational Events Company

“Xact is attentive to our customers’ needs and finds resolutions fast.”

Quality: 
4.0
Schedule: 
4.0
Cost: 
4.0
Willing to refer: 
4.5
The Project
 
Confidential
 
2016 - Ongoing
Project summary: 

Xact Telesolutions developed a new staffing model to support their ongoing customer relations services.

The Reviewer
 
51-200 Employees
 
New York Metro Area
Head of Customer Service, Recreational Events Company
 
Verified
The Review
Feedback summary: 

Xact Telesolutons revolutionized an ineffective staffing model and increased the customer satisfaction rate to more than 80%. While other call centers use a standard approach for customer service, their team finds effective solutions tailored to unique business goals.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the head of customer service for a recreational events company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Xact Telesolutions?

The customer service representatives that we contracted weren’t sufficient, so we decided to replace them with a company that could improve our customer satisfaction.

SOLUTION

What was the scope of their involvement?

Whereas most have a simple approach when hiring for customer service, we have a seasonal business that requires extensive planning to handle our fluctuating demands. Xact Telesolutions met with us to get an understanding of our company and implement the best staffing model to make their services useful for our goals. After the onboarding process, they make an effort to maintain efficiency by hosting regular training sessions for their representatives and alerting us on necessary updates. They’re also proactive in revisiting their techniques and making modifications according to product and policy changes.

What is the team composition?

Our account manager manages a team of 20 representatives and acts as a liaison for both of our companies. We also have two individuals who manage the onboarding and training process.

How did you come to work with Xact Telesolutions?

This was the second instance that Xact Telesolutions entered our RFP process, so we felt comfortable with their abilities. They were receptive to our goals and interested in providing personalized services to meet our needs.

What is the status of this engagement?

They’ve provided ongoing customer relations services for three seasons.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our customer service satisfaction has increased to more than 80%, which was nearly impossible to accomplish with our previous team and workflow. Whereas our former representatives simply provided human interaction with our customers, Xact is attentive to our customers’ needs finds resolutions fast. They provide consistently great services, whether our business is slow or thriving. Whether we’re in a slow

How did Xact Telesolutions perform from a project management standpoint?

They understand that every business is unique, so they actively listen to our needs and work diligently to meet our expectations. The relationship runs itself at this point, but we still correspond via email regularly and hold weekly conference calls. Their representatives are great at escalating customer issues and never overstep their permissions.

What did you find most impressive about them?

We presented them with the difficult task of improving our CRM, but they were eager to come on board and build a staffing model that’s conducive to our business environment. Now, our patrons perceive our customer experience in a favorable light due to Xact’s customized approach.

Are there any areas they could improve?

We’re always working to improve our workflow and reduce call resolution time.

Do you have any advice for potential customers?

Openly express your needs and firmly set your expectations so they can provide a custom solution for your unique business goal.

 

4.5
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Answering Service for Home Improvement Company

“The value they bring to our company is obvious.”

Quality: 
4.0
Schedule: 
4.0
Cost: 
4.5
Willing to refer: 
4.5
The Project
 
Confidential
 
2014 - Ongoing
Project summary: 

Xact Telesolutions provides call center support for a home improvement company. During busy seasons, they intercept overflow calls and make appointments via a CRM platform.

The Reviewer
 
201-500 Employees
 
Illinois, United States
Customer Care Director, Home Improvement Company
 
Verified
The Review
Feedback summary: 

Because of the flexible volume of work, the relationship with Xact is an ideal partnership. There is an effective chain of command and their project manager is responsive and attentive.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the customer care director for a home improvement company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Xact Telesolutions?

We are a seasonal or weather-driven company with a variable call volume. We needed a call center to help us during our busy season.

SOLUTION

What was the scope of their involvement?

They offer a traditional answering service when we’re out of the office or when a customer is on hold too long. In both cases, calls are transferred to their call center. They have access to our CRM platform and can book appointments for the clients they speak to. They are trained on our procedures and were with us when we changed to new CRM software. Their trainer joined us to learn our new processes. If we ever change our policies, we alert them to it. They’re always very responsive.

What is the team composition?

We have about 25 agents that handle our calls and a project manager.

How did you come to work with Xact Telesolutions?

They were already a fixture when I joined the company.

What is the status of this engagement?

I started with the company about four years ago. As I mentioned, they were already a partner at that time. They still support us and the relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I can review CRM reports to see the appointments they set for us. Every day, the value they bring to our company is obvious. We’re happy with the quality of their service and customer feedback is positive. Because our business is flexible, it works well to have this kind of partnership.

How did Xact Telesolutions perform from a project management standpoint?

Our project manager is very responsive and timely. She responds to emails within a few hours and is attentive to our questions, concerns, and any additional needs. We’ve established an effective chain of command and we rarely see repeat issues. We usually communicate via email. If something urgent arises, I can reach our project manager directly by phone.

What did you find most impressive about them?

Their responsiveness and their ability to assist our customers is seamless. We’re very pleased with their process, especially when our volume increases.

Are there any areas they could improve?

I would recommend they continue the training and monitoring they already do and keep their quality high.

Do you have any advice for potential customers?

Be open and go to them when you need help. They’re willing to work with clients’ needs and encourage an open, positive relationship.

4.5
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Call Center Services for Car Sharing Company

"I can't overstate how satisfied I am with their quality and attentiveness."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Sept. 2018 - Ongoing
Project summary: 

XACT handles calls outside normal business hours, providing customer support and referrals. 

The Reviewer
 
11-50 Employees
 
Washington, DC
Nick Hill
VP of Operations, Groupe PSA
 
Verified
The Review
Feedback summary: 

XACT agents communicate clearly with customers and internal staff. They pay attention to the details of every interaction. 

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I'm the VP of operations at a car sharing organization, Groupe PSA.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire XACT?

They serve as an external call center.

What were your goals for this project?

We needed someone to operate our high service level call center, with an associated 800 number, for new mobility business.

SOLUTION

How did you select this vendor?

We received responses from more than six vendors, and selected them based on a number of factors.

Describe the project in detail.

Their agents take support calls when our local phones are off, which is typically on weekends and after hours. They handle customers on the first call or escalate to the second level of support. We pay per minute, with a monthly minimum.

What was the team composition?

They provide multiple trained agents. 

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

So far, everything has gone very well. Their agents have excellent phone voices and handle calls amazingly well. After working with multiple external call centers, I can't overstate how satisfied I am with their quality and attentiveness.

How effective was the workflow between your team and theirs?

It's great. We use multiple communication channels, including email and Slack.

What did you find most impressive about this company?

I'm impressed by the quality of their agents. 

Are there any areas for improvement?

While I wouldn't overstate this, the time spent training agents on specific processes could have been shorter. It wasn't bad, but there was room for improvement.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Xact Solutions Makes the Job Easier

"The company has helped us keep the customers happy."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
Less than $10,000
The Reviewer
 
1-10 Employees
 
Clarksville, TN
President, Other
 
Verified
The Review

Recommendations:

Yes, I'd tell them it will make their life easier too, like mine.

Experience:

My company needed help answering so many calls without dropping calls. It was difficult by myself. We use call answering services, call waiting and call forwarding features. The company has helped us keep the customers happy.

Pros:

Makes the job easier.

Cons:

I ike it. No cons.

Super Tool for Support

"It's a super tool. I wish all the companies could use the tool."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
Less than $10,000
The Reviewer
 
1,001 - 5,000 Employees
 
Minneapolis, MN
Executive, Customer Service
 
Verified
The Review

Recommendations:

I had an experence before, when I was working once they used that tool. So I too want to use that tool.

Experience:

We used Xact Solutions for support. They have used VoIP calls for all users. They have performed well. The customer service and call handling was good.

Pros:

It's a super tool. I wish all companies could use the tool.

Cons:

No cons.

Xact Solutions Performs Very Well

"Xact Telesolutions is a good company to work with."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
Less than $10,000
The Reviewer
 
51 - 200 Employees
 
Baldwin Park, CA
Owner, Sales
 
Verified
The Review

Recommendations:

No comment.

Experience:

Xact Telesolutions is a good company to work with. We use all of the features offered and they perform very well.

Pros:

I like everything about the brand.

Cons:

None.