Higher Ground brochure_pg6

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
www.higherground.com
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
Insurance
Outsourced Services
Healthcare
THE HIGHERGROUND DIFFERENCE
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.
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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.
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H i g he rG ro und,
I n c.
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.
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
21201 Victory Boulevard
Suite 105 Canoga Park,
CA 91303
818.456.1600
818.456.1515
www.higherground.com