HigherGround differentiates itself by providing the following critical requirements within a single, customizable solution:
Data Collection & Integration
Integrate data from multiple sources including call recordings, screen captures, agent evaluations, revenue figures, agent statistics, PBX data, ACD data and enterprise database information. All applications integrate seamlessly.
Establish a relationship between various data sources and report on all types of performance and activity data. Users can search and find recordings and related data based on a phone number, account number, company name, vertical market, attachments to calls or whatever field they choose. Reports can be emailed, printed and/or sent to a Web site.
Measurement of Key Performance Indicators
Measure standard KPIs or integrate various enterprise databases and create new KPIs specifically to track agent performance and the quality of the customer experience.
Utilize, upgrade and repair hardware with ease. HigherGround's hardware platform is developed with non-proprietary, standard PC components providing customers with the ultimate in flexibility and significant cost-savings.
Ensure system uptime 24/7 with nearly 300 alarms, coupled with HigherGround's exclusive I'm Alive notification service that monitors crucial applications. If feedback is not received from a customer's system, automatic re-launch capabilities are performed and HigherGround technicians take immediate action to guarantee the system is up and running.
Capture and make all information available on one screen for easy access, analysis and decision making. HigherGround provides a comprehensive business intelligence tool for complete contact center management - a fully integrated system that operates with virtually any enterprise database system.