Facilities Overview

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Enablx Service Bureau - Randolph, NJ

Enablx operates a state-of-the-art multimedia customer contact center providing Level 1 through Level 4 customer service representative support, with Level 4 providing high-level technical support to technicians on-site, as well as Web Services and voice response applications. This model supports companies that prefer to outsource simple, complex and specialized customer transaction services.

Customer Transaction Management (CTM) Platform

Enablx integrates a multimedia transaction processing platform developed by Interactive Intelligence with Enablx-developed back-end logic to service call center, chat, email, and automated IVR applications. This platform provides the Enablx development team great flexibility and manageability in designing and programming custom applications.

Carriers

Enablx utilizes the services of AT&T and Verizon to provide inbound toll free and outbound telecommunications. These carriers support up to 500 simultaneous calls into the Enablx Service Bureau. Verizon provides a full OC-3 of bandwidth into the Enablx Service Bureau in Randolph, NJ.

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. All equipment meets industrial-standard qualifications 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 HP Intel-based multi-core servers. Each server is NEBS approved and contains a minimum of 2 GB RAM, a RAID disk drive array, redundant power supplies, DVD-RW drive, an internal modem, and dual network interface cards. Additional telephony or fax hardware can be added to each server based on the function it provides.

Power

A backup generator powers the entire Enablx building located in Randolph, NJ in the event of a catastrophic power outage. All servers located in the Enablx service bureau have standby back-up UPS systems to ensure uninterrupted power and to provide clean, consistent power delivery.

Alarm / Monitoring System

Remote management tools are utilized to monitor the equipment, including CPU activity, memory use, and service availability 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 integrated network switching equipment, reducing network traffic and reliance on client infrastructure.

Remote Access

Each server is configured to be accessed remotely utilizing HP Integrated Lights Out either via dial-up modem or TCP/IP. Remote access facilitates 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 hard 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.