Standard Features:MULTI-SOURCE RECORDING AND REPORTING
Record virtually all data and voice interactions and report across multiple locations using a single unified interface.
Switch between live calls with just one click for visibility of contact center pulse and issues as they occur. Evaluate KPIs and customize filters in real-time.
SECURITY & COMPLIANCE RECORDING
Advanced API and event triggers prevent archiving of sensitive data, enabling adherence to strict security standards.
SCHEDULED & ON-DEMAND REPORTS
Automate the task of measuring contact center performance by programming and scheduling reports to run on pre-set intervals.
WORKSTATION ACTIVITY TIMELINE
A visual account of the workstation activities utilized during a call, providing insight and saving time.
SIMPLE, EFFECTIVE USER INTERFACE
Select from thin client or web-based interface. Both are intuitive and easy-to-learn, and allow for searches with dozens of filter options to instantly retrieve archived data.
I’M ALIVE™ — PROACTIVE RELIABILITY
Ensures the system is up and running 24/7 and proactively notifies customers of potential issues before they occur.
ACD or CTI integration tracks agents by location—ideal for contact centers with multiple shifts, where several agents share a single desk.
Feature Options:SPEECH ANALYTICS
Automatically analyze 100% of recorded interactions. Find specific words or phrases or rate sentiment of interactions. Identify issues that the organization would not otherwise know to look for.
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. Download data sheet
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.
Download data sheet
Record and playback agent workstation interactions to verify agent knowledge, identify areas for improvement and confirm adherence with organizational policies.
CUSTOM DATA INTEGRATIONS
HigherGround partners and/or integrates with leading contact center, CRM and telecommunications technology companies to bring our customers best-in-class solutions.
HigherGround Capture911 Incident Reconstruction Public Safety Testimonials.
Call Recording and Dispatcher evaluation for the Public Safety Answering Point. (PSAP)