HigherGround Analyst Quotes
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. Its Fusion Series product line has a number of product differentiators.
...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
DMG Consulting - Quality Management 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.
The Telecom BI suite is a full-featured analytics solution that offers excellent insight into agent, as well as contact center, performance metrics.
Frost & Sullivan - North America Agent Performance Optimization 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 Telecom Business Intelligence Suite is 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. One of the exceptional features of the BI Suite is the vivid and illustrative multidimensional graphics.
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.
The PELORUS Group - World Contact Center Report
HigherGround Call Center Testimonials
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.
Chris D. Ayers
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 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.
Parkland Health & Hospital System
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.
Shelter Insurance Companies
HigherGround Public Safety Testimonials
Quality911 is easy to customize to meet our agency's requirements. I have been an advocate of HigherGround's Capture911 voice recorder for several years, and was excited to start using the new Quality911 evaluation solution. Quality911 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.
East Baton Rouge 911
The Capture911 product is very user-friendly and easy to learn. That is important - especially for our mobile units.
John L. Byrd
Harris County Mobile Command Operations
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.
It is the best purchase I have made in 20 years, and I am not easily impressed. Quality911 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.
North Suburban Emergency Communications Center
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.
Northwest Central Dispatch System
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.
Smith County 911 Communications District
Capture 911 and Quality911 have 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 Quality911 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, Arizona