Resource Library


Videos


Drive Member Satisfaction with Call Recording Technology

We sat down with credit union industry expert Randy Stolp and CallMiner's Brian LaRoche to discuss findings from the White Paper, and to get their unique insights. Includes an in-depth analysis of how credit unions can drive member satisfaction and boost membership with data-driven analytics that raise agent performance, reduce call handle times, and improve adherence to best practices.
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Top 5 Reasons for Healthcare to Record Calls

Discover why documenting interactions, assessing call takers' performance, reporting on key analytics, ensuring compliance and integrating BYODs are critical to hospitals and healthcare organizations.
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Video Case Study: Whitcom 9-1-1

Whitcom 9-1-1 director Patti Kelly was tasked with finding new recording and console systems that would transform Whitcom into a modern, innovative and NG9-1-1 ready emergency communications center. She discovered the right solution for her PSAP with solutions from HigherGround and Avtec. Learn how Whitcom chose forward-thinking recording and console solutions.
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What is the ROI of Speech Analytics?

Speech analytics is not a new technology to call centers, but it has recently become a more reliable technology and valuable root-cause analysis business tool. With the ability to review 100 percent of recorded interactions, and organically discover emerging trends, Speech Analytics is proving to be a good investment. Join HigherGround and CallMiner – two best in class companies – for a fresh look at Speech Analytics and the return on investment it provides.
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Call Recording and the Law

The current legal landscape for call recording consists of numerous federal laws and industry mandates. It is important for contact center professionals to have a comprehensive resource that provides general information and guidance on best practices necessary to achieve and maintain compliance and verification. This video addresses several of the laws and requirements that impact contact center operations including: Consent-to-Record Laws, Telemarketing Sales Rule, Payment Card Industry Compliance, HIPAA, Sarbanes-Oxley, and more.
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Case Studies


LA311

Read how LA311 uses the easy-to-use, cost-effective HigherGround recording/QA and iQventures speech analytics joint solution to provide better service and transparency in this case study.
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Northwest Central Dispatch System

In 2013, the police and fire agencies served by NWCDS made the switch to encrypted P25 radios, joining the Motorola StarCom 21 statewide public safety trunked radio system in Illinois. HigherGround didn’t skip a beat. Our technicians worked persistently with Motorola to integrate the Capture911 recorder with the P25 system, developing a customized solution tailored to the NWCDS environment. The transition was seamless — NWCDS didn’t lose a single recording.
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Whitcom 9-1-1

Whitcom director Patti Kelly was tasked with finding new recording and console systems that would transform Whitcom into a modern, innovative and NG9-1-1 ready emergency communications center. She discovered the right solution for her PSAP with solutions from HigherGround and Avtec. The integration created an efficient and easy-to-use call taking, logging and incident reconstruction experience, allowing dispatchers to easily search recorded interactions, and supervisors to monitor live calls, and quickly fulfill public records requests — all saving valuable time. Learn how Whitcom chose forward-thinking recording and console solutions.
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Harris County Mobile Command Unit

To ensure full communication capabilities in the field, HigherGround recording and incident reconstruction software is installed on each of the mobile command units, including a 10-position Joint Operations Center. Learn how Harris County uses HigherGround to stay one step ahead.
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White Papers


Drive Member Satisfaction with Call Recording Technology

An in-depth analysis of how credit unions can drive member satisfaction and boost membership with data-driven analytics that raise agent performance, reduce call handle times, and improve adherence to best practices.
Download the Whitepaper

What Contact Centers Can Learn From Public Safety

To the harried managers of a modern high-octane commercial contact center, it might seem like nothing could be more urgent than squeezing every bit of efficiency and productivity out of operations. But they would be wrong.
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Call Recording and the Law

Call Recording and the Law is a comprehensive guide, addressing several of the laws and requirements that impact contact center operations including: Consent-to-Record Laws, Telemarketing Sales Rule, Payment Card Industry Compliance, HIPAA, Sarbanes-Oxley, and more.
Download the Whitepaper

Evaluating Evaluations

Over half of all contact centers use some type of grading form or scorecard to evaluate call handling and the customer interaction skills of agents. These evaluations help supervisors coach agents to perform his or her duties more efficiently and more effectively. The whitepaper "Evaluating Evaluations" explores innovative ways to create and implement effective agent audits.
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Do You Know What You’re Missing?

Understand the differences between full-time and random call recording. The white paper discusses four main reasons why companies have purchased or migrated to a 100% recording system.
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Maintaining Service Quality (All 3 Parts)

The HigherGround-sponsored white paper series, "Maintaining Service Quality in the Contact Center" which details 3 components to securing the highest quality service in your contact center: Ensuring Data Validity, Analytics as Decision Support and Leveraging Customer Satisfaction.
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Call Center Testimonials


Kenya Airways

We were struck by the recorder's user-friendly search, retrieval and playback functionality. After our 6 month review procedure, which included customer site visits for each vendor submission, we found the HigherGround voice recorder to be the most cost effective and feature rich solution available.

Walton Otunga
Kenya Airways

Parkland Health & Hospital System

The system is very low maintenance. HigherGround's Client Support staff dial in, 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 solution to accomplish this. It has allowed us to maximize our cross-training efforts as well as to provide prompt agent feedback and coaching to ensure a high level of service to our customers.

Sheila Cook-Dolcaime
Parkland Health & Hospital System

Shelter Insurance Companies

The service and support we received during installation was excellent. With HigherGround, we have developed our own evaluation form and we can now locate and evaluate calls in a fraction of the time we used to spend. We found HigherGround to be the best value for us because it included all the features we wanted in one package. Since the system is so user-friendly, we didn't have to travel to get training, another cost-saving factor. The technicians were - and still are - extremely helpful, patient and prompt any time I have a question.

Jan Farr
Shelter Insurance Companies

Public Safety Testimonials


East Baton Rouge 911

Capture911 is easy to customize to meet our agency's requirements. I have been an advocate of HigherGround's voice recorder for several years, and was excited to start using the new evaluation solution. Capture911 has provided our agency with a tremendous supervisory, training and employee evaluation tool. In fact, I never imagined all the benefits a good quality assurance program would have on our 9-1-1 center.

Ralph Ladnier
East Baton Rouge 911

Minneapolis 911

We did not lose a single recording. During the I-35W bridge collapse, the 9-1-1 center used HigherGround's Capture911 digital voice recording solution to record each of the incoming telephone calls as well as the radio transmissions. We did not lose a single recording, even with triple the normal call volume. Selected recordings are now being used to re-create the incident in our presentations at APCO & NENA conferences.

Heather Hunt
Minneapolis 911

North Suburban Emergency Communications Center

It is the best purchase I have made in 20 years — and I am not easily impressed! Capture911 has been the cat's pajamas. It is everything I need it to be, plus more. It allows management to determine not only what questions that we want, but what the weight of each question should be based on specific criteria important to our individual PSAP. My supervisors love it and it has cut their QA work load significantly.

Sherrill Ornberg
North Suburban Emergency Communications Center

Northwest Central Dispatch System

We are done with fork lift upgrades. Capture911 is an intuitive product. The ability for us to do configurations and run several reports on our own without having to involve our Tech Department is important to us.

Cindy Barbera-Brelle
Northwest Central Dispatch System

Smith County 911 Communications District

Even after using HigherGround's recording equipment for several years, I am still discovering available features and reports that are extremely useful in my everyday tasks. I would definitely recommend the product.

Yolanda Muhammad
Smith County 911 Communications District

Yuma Public Safety Communications Center

Capture 911 has made our center more productive and efficient. We are extremely satisfied with our HigherGround 24-hour logging recorder. It is reliable, accurate, and very user-friendly. HigherGround's evaluation tool has proven to be a time-saving and valuable piece of equipment for our Communications Center.

LuSandra A. Harris
Yuma Public Safety Communications Center

Analyst Quotes


DMG Consulting - Quality Management Report

HigherGround has a 35 year history and a very deep background and understanding of the communications industry, having started as a consulting firm specializing in telecommunications. ...A second differentiator is HigherGround's auto scanner. This feature allows a supervisor to listen to 8 seconds or less of each agent's call before moving on to the next person. It's intended to be similar to having a supervisor walk up and down the contact center's aisles, but without ever having to leave his/her seat.

Donna Fluss
DMG Consulting - Quality Management Report

Frost & Sullivan - North America Agent Performance Optimization Report

HigherGround offers QM and recording tools that have roots in the call center market as well as in the public safety industry where reliability and security are top concerns. The company overlays a strong intelligence tool over the core call recording products…a full-featured analytics solution that offers excellent insight into agent, as well as contact center, performance metrics.

Keith Dawson
Frost & Sullivan - North America Agent Performance Optimization Report

Gartner - MarketScope for Contact Center Quality Management Report

HigherGround is a rapidly growing U.S.-based QM vendor with more than 35 years experience in contact centers. HigherGround has strong services and good support suitable for midsize organizations seeking a midtier QM offering with attractive performance management features.

Gartner - MarketScope for Contact Center Quality Management Report

The PELORUS Group - World Contact Center Report

Designed to capitalize on the large reservoir of data that resides in an organization's structured and unstructured data including PBX/ACD, recordings, screen captures, customer information, revenues, and other data from remote locations. HigherGround is rightfully proud of all their remote alarm and diagnostic features. As a vendor to the public safety and compliance markets, the company understands the importance of reliability to mission critical applications.

Dick Bucci
The PELORUS Group - World Contact Center Report