Calibre brochure V11

FEATURE-RICH RECORDING & EVALUATION TOOLS
for the contact center
MULTI-SOURCE RECORDING AND REPORTING
REAL-TIME DASHBOARDS
Complete and real-time dashboard provide immediate
visibility of contact center pulse and issues as they occur.
Evaluate key performance indicators with the flexibility to
customize filters in real-time.
SECURITY & COMPLIANCE RECORDING
Advanced API and event triggers prevent archiving of sensitive
data and enables clients to adhere to strict security standards.
Communications are encrypted and user actions are logged to
certify data integrity and track security leaks.
SCHEDULED AND ON-DEMAND REPORTS
Automate the task of measuring contact center performance
by programming and scheduling reports to run on pre-set
intervals.
SIMPLE AND EFFECTIVE USER INTERFACE
I’M ALIVE™ – PROACTIVE RELIABILITY
Ensures the system is up and running 24/7 and proactively
notifies customers of potential issues before they occur.
FLEX SEATING
ACD or CTI integration tracks agent location which is ideal for
contact centers with multiple shifts where agents share a
single desk.
CUSTOM DATA INTEGRATIONS
HigherGround solutions are customizable to meet the unique
needs of the customer.
SCREEN CAPTURE
Record and playback agent workstation interactions to verify
agent knowledge, identify areas for improvement, and confirm
adherence with organizational policies.
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.
Record virtually all data and voice interactions and report
across multiple locations using a single unified interface.
With customizable docking panes and drag-and-drop controls
the user interface is intuitive, easy to learn, and informative.
The search feature has dozens of filter options for instant
retrieval of archived data and media.
see what others are saying
SPEECH ANALYTICS
Automatically analyze 100% of recorded interactions. Find
specific words or phrases, or find and rate the sentiment of
interactions. Acquire the power of true discovery – the ability
to identify issues that the organization would not know to look
for.
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.
Cymetrix Corporation - Del Davenport
Parkland Health & Hospital System Sheila Cook-Dolcaime
“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.”
“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.”
BNSF Railway - Chris D. Ayers
Gartner - Contact Center Quality
Management Report
PERFORMANCE MONITORING
SOLUTIONS FOR THE
CONTACT CENTER
MULTI-SOURCE RECORDING, DATA
INTEGRATION, AND ANALYTICS
MOBILE RECORDING
Expand recordings to your mobile workforce. Capture audio
interactions and associated metadata and view in Calibre
interactions grid for a more complete and holistic view of
contact center operations.
SURVEY
Automate your customer satisfaction and VOC feedback
initiatives and integrate results into Calibre. Customer
satisfaction data is attached to the call and viewed in the
interactions grid.
21201 Victory Boulevard
Suite 105, Canoga Park,
CA 91303
Business Card
Placeholder
818.456.1600
800.576.4223
higherground.com
©Copyright 2015 HigherGround. All rights reserved. HigherGround and the HigherGround logo are registered marks of HigherGround. Calibre and I’m Alive are
trademarks of HigherGround.
S T R A T E G I C
P A R T N E R S
www.higherground.com
THE HIGHERGROUND
DIFFERENCE
CUSTOMIZATION & INTEGRATION
HigherGround understands that no two
environments are alike, and we work with our clients
to customize a solution to meet their specific needs
and requirements – on time and on budget. From a
manual to a fully automated solution, we integrate
with existing data and tools to create a solution that
functions as promised, and continues to do so as
system elements get upgraded.
PERFORMANCE MONITORING SOLUTIONS
WITH CERTAINTY
HigherGround,
Inc.
provides
actionable
intelligence on contact center operations via
multisource recording and analytics. Our solutions
are designed to integrate customer data and deliver
timely and accurate analytics for business decision
support to improve operations, performance,
compliance, and ultimately increase profitability.
UNPARALLELED SERVICE AND SUPPORT
Our worry-free solutions include proactive response,
with alarms and automated daily checks on systems
that allow immediate and positive outcomes for
your organization. Count on our certified staff to
respond quickly, professionally, and create an
experience that exceeds your expectations.
HigherGround’s Calibre product suite is a unified
recording, data integration, evaluation, and
reporting solution offering multi-source contact
centers the ability to record voice and data
communications, and integrate structured and
unstructured data for automated analysis, providing
a holistic view of call center performance. This
valuable insight enables continuous improvement
efforts and the ability to create the right outcome for
your environment.
Industries & Markets HigherGround’s expertise
and support covers a wide range of industries and
specific business needs.
THE CALIBRE SOLUTION
CALIBRE TOTAL SOLUTION
Collections
Contact Center
Education
Insurance
Public Safety
Transportation
Security
Outsourcing
Utilities
Financial Services
Government
CREATING THE RIGHT OUTCOME
HigherGround solutions provide actionable
intelligence for continuous improvement with
business decision certainty. Our reliable and
powerful solutions enable organizations to drive
workforce optimization, expedite dispute resolution,
improve employee engagement, increase customer
satisfaction, reduce liability, and ultimately increase
profitability.
Healthcare
RECORD INTERACTIONS
Gain insight to the customer experience. Capture all
interactions between agents and customers including
voice, text, email, radio, chat, CRM, mobile recording,
survey responses, workstation activities and associated
metadata.
AUTOMATE REPORTING
Interactive dashboards, state indicator widgets, and control
limit charts provide real-time views to operational
performance. Drill down for actionable data for faster,
evidence-based decision making and resulting corrective
actions.
ANALYZE AND MEASURE
Evaluate agent performance, key performance indicators,
and business processes. Turn vast amounts of structured
and unstructured data into usable intelligence. Perform
root cause failure analysis, measure script adherence and
ensure compliance with protocols.
CONTINUOUS IMPROVEMENT
Calibre is a reliable, easy-to-use solution designed to
deliver timely and accurate information for analytics and
business decision support with certainty, in an effort to
monitor agent performance, automate and simplify
processes, and ensure compliance.
STANDARD FEATURES
Recording
Retrieval
Reporting
Real Time Monitor
Dashboards
INTEGRATIONS
Web Interface
Email Recording
Flex Seating
SMDR
CRM Data Integration
FEATURE OPTIONS
Agent Evaluation
Advanced Dashboards
Screen Capture
Speech Analytics
Mobile Recording Survey
Powerful, Easy-to-Use and Flexible