Enablx

Live answering on a client's behalf

Enablx is an outsourced call center company that answers calls and handles customer contact for other businesses. The company says it has provided integrated call center services for more than 20 years, combining the personal touch of live service with technology-based tools. It describes its clients as spread across the country, and it says its services are offered nationwide across much of the United States.

Its live answering service places trained representatives on the phone to take calls and answer customer inquiries for a client. The company says its representatives are dedicated to the work and aim to give a service that the company describes as best in class, which is designed to keep the caller's experience personal.

Self-service phone menus

The company's hosted interactive voice response, or IVR, is a set of self-service phone menus. Callers can reach information over the phone without waiting for a representative to become free. The company presents this as a response to customer expectations, since consumers now expect faster answers in an age of instant information.

Dashboards and business intelligence

Clients can manage their calls through an online dashboard. The company describes its management and business intelligence tools as giving a client visibility into how its calls are handled and control over how the service runs. This allows a business to see what callers are asking and to adjust its service accordingly.

Text, email and custom web applications

Messaging is another part of the offer. The company provides text and SMS integration, so that a client can send and receive texts alongside its calls, and it handles email responses and notifications. For clients whose customers use their online services, the company builds custom web applications, since it says customers expect applications to be available online.

Bilingual support and the sectors it serves

The company offers English and Spanish support on its calls, which allows it to serve callers in either language. The client areas it names are retail, consumer service, healthcare, marketing and government bodies.

The company says its approach combines live staff with technology, so that a client can choose how much of its customer contact is handled by people and how much is automated through menus, messages and applications.

Enablx is a US outsourced call centre business that provides live answering, automated phone menus and customer service for other companies. For more than 20 years it has combined personal live service with technology based tools, and it serves clients nationwide.

Services

• Live answering: representatives who handle calls and customer enquiries on a client's behalf.
• Hosted IVR: self-service phone menus that let callers get information without waiting for an agent.
• Online dashboard: management and business intelligence tools that give clients visibility and control over their calls.
• Messaging: text and SMS integration, plus email response and notifications.
• Custom web applications: web applications built for clients' online services.
• Language support: English and Spanish support on calls.

Clients

The company lists retail, consumer service, healthcare, marketing and public sector organisations among its client areas.

Key facts

• Based in: Rockaway, NJ
• Languages: English and Spanish
• Experience: more than 20 years