Development and Practice
 
Web-based Applications
All web-based applications developed by Enablx support Microsoft Internet Explorer 4.0 or above. These applications all interface to the Enablx CTM data structure based on Microsoft SQL Server. Enablx has also developed a number of standardized applications to facilitate the management of the Enablx CTM platform, as follows:
 
Enablx CTM Reports
These reports provide a real-time view of the data and activity occurring on an IVR or WEB application. Various statistics and analysis can be performed, depending on the requirements of the customer.
 
Enablx CTM Administration
This tool allows the administrator of the IVR or web application to update dealer information for our Dealer and Service Locater applications. In addition, call routing and pre-recorded messages can be dynamically changed in the IVR based on the selections made by the administrator.
 
 
IVR Applications
Enablx develops a variety of automated Interactive Voice Response applications. These are based on an Intel development environment, utilize Intel/Dialogic voice boards, and interface to the Enablx CTM data structure based on Microsoft SQL Server. Enablx IVR applications support the following features:
 
Touch Tone (DTMF capture)
Touch Tone enables a caller to respond to the automated application by entering digits via their telephone keypad.
 
Speech Recognition
Voice recognition capabilities include "yes/no", numeric digit strings, and short phrases. A variety of application specific vocabularies can also be developed to support a particular application, such as product names or other anticipated responses.
 
Text to Speech (TTS)
TTS technology is used to formulate spoken words in lieu of traditional voice files. This method allows information that is changing constantly to be "spoken" to a caller. This data is commonly stored in the Enablx CTM database and is updated continuously whenever a change occurs. This eliminates the cost and delays related to constantly updating voice files.
 
Data Capture
All activity and call related data is stored in the Enablx CTM database for further analysis, reporting or export at a later date.
 
Voice Mail
This capability enables the IVR to capture information in a voice mail box which is later transcribed by the Enablx Output Services department. As with all data, transcription is inserted with the call record in the Enablx CTM database.
 
Prompt Recordings
In-house and professional voice over services are provided for all prompts and announcements within the IVR applications.
 
 
Web & Fax
Enablx CTM includes an array of fax capabilities, such as the ability to dynamically generate fax content based on requests inserted via the IVR, Web or Live Agent. Both inbound and outbound routing are supported and tracked via the CTM database. Broadcast Fax is also offered that permits a single document to be Faxed to many locations.
 
 
Locator
The Enablx CTM locator functionality can be implemented to provide distance-based searches based on US zipcode, US city, US state, Canadian city, Canadian province and Canadian postal code. All these are ultimately based on the latitude and longitude of the locations being looked up.
 
Rotation
Allows dealers to rotate within a small geographic area so that the dealers are distributed evenly within a specific locale.
 
Mapping
The ability to display locations on a map is offered through MapQuest backend integration. This is transparent to the end user.
 
Driving Directions
Point to point driving directions can also be provided through the MapQuest engine. Again, this is transparent to the end user.
 
Location Type
Location listing by product or "dealer type" allows a consumer to find a location which sells or services a particular brand or line of products.
 
 
Database
The Enablx CTM Server utilizes a centralized SQL Server relational enterprise database to capture data from all the input mediums (IVR, Web, Fax, Live Agent). Enablx has designed a standardized data structure enabling tracking of both transactional and application-specific data. Customer data, which may be vital to each application, is traditionally made available via a scheduled FTP and automated import/export process, or a real-time SQL or XML interface.
 
 
Reports
Enablx CTM Reports are available to all customers via a browser-based interface. These Crystal based Reports allow a customer to monitor and track system usage, application detail and activity on a real-time basis. Enablx provides a suite of standard reports that will meet the call activity needs of most customers. In the event that information is needed that is not covered in our base offering, custom reports can be easily written per the customer's specifications.
 
Real-time reporting based on the Crystal Reports platform is available through this Enablx application. This will present different views of caller or web user activity as related to any IVR or web applications running on your CTM system.
 
 
Hardware Architecture
All hardware can be configured and installed in either the Enablx service bureau in Randolph, NJ or a complete system may be installed at a customer's premise to be integrated within their call center/data center environment. Each system is burned-in at the Enablx facility prior to shipment of installation. All equipment is of industrial-strength quality to ensure maximum uptime during the life of each system. The following are the components used for each configuration.
 
Servers
Each system comes equipped with highly reliable Intel 2U base servers. Each server is NEBS approved and contains dual processors, 1-6 GB RAM, 18-108 GB hard drives, redundant power supplies, floppy and CD-ROM drives, an internal modem, and dual network interface cards. Each server is configured to be accessed remotely either through a dial-up modem or through TCP/IP. Additional telephony or fax hardware can be added to each server based on the function it provides.
 
Alarm / Monitoring System
This system monitors the equipment and CPU activity on each of the servers, ensuring maximum uptime. In the event of an outage, Enablx Operations personnel are notified via pager.
 
UPS
All servers are supported by an Uninterruptible Power Supply system, allowing the servers to remain operational for up to 20 minutes during a power outage or generator switch-over. This also serves to "clean" the power supplied to the computer systems, reducing the probability of damage.
 
Network Switch
Each rack contains a network switch, reducing the network traffic on a customer's network. This switch allows for the equipment to transfer data without having to rely on the installed site's network infrastructure.
 
Remote Access
All servers are remotely accessible via the web in order to facilitate updates, application changes, monitoring, and maintenance.
 
Redundancy
All moving parts in the servers include built-in redundancy for maximum uptime. This includes hot-swappable power supplies and hard drive arrays.
 
Backups
Daily backups are performed on all systems utilizing high-speed tape drives.
 
 
Security
Enablx understands the importance of maintaining a secure and stable infrastructure in a 24x7x365 environment. Technologies utilized to ensure the highest level of protection include centrally managed anti-virus software, ongoing patch maintenance, and access control devices such as firewalls. Rigorous patch management, log reviews, and policies are in place to ensure maximum availability of services.