Enterprise Recording and Agent Evaluation

Critical Communications Recording with Certainty.

HigherGround’s Calibre is a best-in-class contact center recording solution that transforms captured interactions and associated metadata into intelligence, enabling decisions with certainty. This reliable and full-featured business improvement tool enhances agent performance and optimizes operations to boost productivity, minimize risk, improve customer satisfaction and reduce costs, which ultimately increases revenue.

Calibre Features

  • Capture interactions between customers and agents from any device: telephone, email, chat, mobile phone
  • Recorded interactions available for immediate playback
  • Analytics-enabled quality assurance
  • Visibility into interactions and insight into the customer experience
  • Monitor and measure key performance indicators (KPIs) in real-time
  • Intuitive, easy-to-learn and easy-to-use interface
  • Obtain quick return on investment

Did you know?

The feature-rich Calibre solution can be customized to meet the unique needs of your business. Learn more about HigherGround's recording and evaluation tools for the contact center.

HOT Features!

Workstation-Activity-Timeline

NEW! Workstation Activity Timeline

A visual account of workstation activities utilized during a call, providing insight and saving time.


Screen-Capture

Screen Capture

Record and playback workstation interactions to verify agent knowledge, identify areas for improvement and confirm adherence with company policies.

Im-Alive

I'm Alive

Proactive 24/7 monitoring of 350+ alarms alert you to potential problems before they occur, ensuring maximum uptime.

CLICK HERE to discover all the useful standard and optional features available with Calibre.

Metrics That Matter

REPORT
Metrics That Matter

Follow the pulse of your contact center in real-time, and discover actionable data to make faster, evidence-based decisions and take corrective actions.

  • Evaluate KPIs in real-time
  • Customize and view metrics in the easy-to-use, interactive GUI
  • Obtain exactly the information you need with drill-up/drill-down reports

Record VOC Insight

RECORD
VOC Insight

Gain invaluable insight and make informed decisions based on firsthand understanding of the customer experience, culled from multiple sources of structured and unstructured data.

  • Capture 100% of customer voice and data interactions
  • View recordings within a single intuitive interface
  • Verify agent actions during and after the call

Evaluate Agent Performance

EVALUATE
Agent Performance

Improve agent performance with clear scoring and timely feedback.

  • Export scored interactions with associated calls for immediate distribution
  • Measure script adherence and compliance with contact center protocols
  • Design evaluation forms quickly and easily