MULTI-SOURCE RECORDING,
PERFORMANCE EVALUATION,
AND ANALYTICS FOR THE
CONTACT CENTER
S T R A T E G I C
P A R T N E R S
S T R A T E G I C
P A R T N E R S
HigherGround, Inc. is a developer of recording,
data integration and reporting tools that provide
actionable insight on contact center operations.
Since 1973, HigherGround has provided companies
with the ability to monitor customer interactions,
optimize contact center resources, and obtain a
comprehensive view of call center performance.
HigherGround’s
Calibre product suite offers a
unified recording, evaluation, and reporting solution
for multi-source contact centers. With today’s
stringent requirements of contact centers to keep
customer data secure, these tools work to provide
full regulation compliance.
The
HigherGround
Calibre product suite ensures
customer data security and PCI and HIPAA
compliance as well as support of a myriad of rules
and regulations. Contact centers have the ability to
record analog, digital, and IP phones; ACD, CTI, PBXs,
and email communications from a single unified
platform providing a holistic view of call center,
team, and agent performance.
Collections Contact Center Education
Public Safety Transportation Security
Energy Financial Services Government
Outsourced Services Healthcare Insurance
NETWORK AND CLOUD-BASED DATA REPLICATION
Configure
HigherGround
Calibre
solutions to replicate
data to a Network Attached Storage (NAS) device, or cloud
storage service. This ensures your data is always available
and never lost.
UNPARALLELED SERVICE AND SUPPORT
HigherGround
consistently ranks highest amongst quality
monitoring vendors for their service and support of
customers. HigherGround maintains a
24/7
contact center
of service agents to monitor system-generated alarms.
UNLIMITED PLAYBACK LICENSES
Use the
HigherGround Calibre
software suite on as many
computers as required without additional cost. Use your
data however and whenever you want.
INTEGRATION AND CUSTOMIZATION
HigherGround
works with clients to customize solutions
to meet specific needs or requirements.
HigherGround
integrates with the client’s existing data from CRM and
cloud applications to properity integrations that tie in
accounting and ERP data.
NETWORK AND CLOUD-BASED DATA REPLICATION
Configure
HigherGround
Calibre
solutions to replicate
data to a Network Attached Storage (NAS) device, or cloud
storage service. This ensures your data is always available
and never lost.
UNPARALLELED SERVICE AND SUPPORT
HigherGround
consistently ranks highest amongst quality
monitoring vendors for their service and support of
customers. HigherGround maintains a
24/7
contact center
of service agents to monitor system-generated alarms.
CALIBRE RECORDING FOR VOICE
OF THE CUSTOMER INSIGHT
Calibre provides business insight into unused
information sources to gain a firsthand perspective
of the customer experience. Make informed
decisions based on customer sentiment culled from
multiple sources of structured and unstructured
data.
Capture every interaction between agents and
customers.
Record agent workstation interactions to verify
knowledge and determine coaching needs.
CALIBRE EVALUATION EMPOWERS YOUR AGENTS
Improve agent performance with quick, clear
feedback. Design evaluation forms rapidly. Export
scored interactions with associated text and/or
voice and email for immediate distribution.
Measure script adherence and compliance with
contact center protocols.
Grade and report on agent, team, and contact
center performance.
CALIBRE REPORTING ON METRICS THAT MATTER
Evaluate key performance indicators with the
flexibility to customize filters in real-time. Provide a
real-time view of all contact center operations in an
easy-to-use GUI with the ability to customize data
and view the metrics that matter right now.
Interactive dashboards provide immediate view
of contact center pulse.
Easy-to-use drill-down/drill-up reports for high
level overview or detailed summary.
© 2 0 1 2 H i g h e r G r o u n d , I n c .
UNLIMITED PLAYBACK LICENSES
Use the
HigherGround Calibre
software suite on as many
computers as required without additional cost. Use your
data however and whenever you want.
INTEGRATION AND CUSTOMIZATION
HigherGround
works with clients to customize solutions
to meet specific needs or requirements.
HigherGround
integrates with the client’s existing data from CRM and
cloud applications to properity integrations that tie in
accounting and ERP data.
FEATURE-RICH RECORDING & EVALUATION TOOLS
for the contact center
REAL-TIME DASHBOARDS
Real-time dashboards provide supervisors and managers with immediate visibility of contact center pulse and issues as they occur. Customize dashboard widgets to view Key Performance Indicators (KPIs).
CUSTOM DATA INTEGRATIONS
No two contact centers are alike, so why be forced to use a platform designed for someone else? HigherGround solutions are created to meet the needs of the customer, integrating data from outside sources ranging from billing system data to CRM databases.
SCHEDULED AND ON-DEMAND REPORTS
Program and schedule reports to run on pre-set intervals such as hourly, weekly, or monthly. Automate the task of measuring contact center performance.
SCREEN CAPTURE
Record and playback agent workstation interactions to verify agent knowledge, areas for improvement, as well as adherence with organizational policies.
ROBUST SECURITY
All communications between the HigherGround Calibre client and server are encrypted with multi-layer algorithms. This ensures that all data is protected.
FLEX SEATING
ACD or CTI integration tracks agent location within the contact center. This feature is ideal for call centers with multiple shifts where agents share a single desk. All calls and data are logged and can be searched.
MULTI-SOURCE RECORDING
Calibre records and reports on virtually all data types including calls, emails, and agent desktop activities in an integrated GUI.
COMPLIANCE RECORDING
HigherGround’s advanced API and event triggers prevent archiving of sensitive data and helps clients adhere to strict Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry Data Security Standard (PCI-DSS) regulations.
SIMPLE AND EFFECTIVE USER INTERFACE
The Calibre user interface, with customizable docking panes and drag-and-drop controls, is intuitive and informative.
I’M ALIVE™ – PROACTIVE RELIABILITY
The I’m Alive™ notification service ensures the system is up and running 24/7 by contacting our technicians on server status and performance daily or even hourly.
SEARCH AND FILTER
The search feature has dozens of filter options for instant retrieval of archived data and media. Search by phone number, account number, company name, vertical market, attachments or other user defined fields.
OPEN ARCHITECTURE HARDWARE
HigherGround uses only industry-standard, non-proprietary hardware and components. These standards provide customers with the most cost-effective and easy-to-maintain solution.
see what others are saying
ABOUT HIGHERGROUND
HigherGround's solution is as reliable as a hammer. You know it is going to work every time you use it. Because HigherGround's reporting software is so robust, we opted out of our switch vendor's similar service and ended up saving a lot of money. Also, we have rarely worked with a software provider that allowed the end-user to customize reports so easily and without incurring customization fees.
Cymetrix Corporation - Del Davenport
“In my experience working with recording systems, none even come close to the HigherGround system. The HigherGround team has incorporated many of our requests to customize the system to increase effectiveness. We have seen increased customer satisfaction over the past four years and that was our goal.”
BNSF Railway - Chris D. Ayers
“HigherGround is a rapidly growing U.S.-based quality monitoring vendor with more than 35 years experience in the contact center industry.”
“HigherGround has strong services and good support suitable for midsize organizations seeking a midtier QM offering with attractive performance management features.”
Gartner - Contact Center Quality Management Report
The system is very low maintenance. HigherGround's Client Support staff dial in, and provide automatic upgrades, and monitor for alarms. Our call abandonment rate is consistently less than 10% with an average speed of answer less than 18 seconds for non-emergency calls. We are heavily dependent on the capabilities provided by the HigherGround inc.
Parkland Health & Hospital System - Sheila Cook-Dolcaime
21201 Victory Boulevard
Suite 105 Canoga Park,
CA 91303
818.456.1600 818.456.1515
