HigherGround
differentiates itself by providing the following
critical requirements within a single, customizable
solution:
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.
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.
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