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

• Data Collection & Integration
  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.
• Powerful Reporting
  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.
• Measurement of Key Performance Indicators
  Measure standard KPIs or integrate various enterprise databases and create new KPIs specifically to track agent performance and the quality of the customer experience.
• Open Architecture
  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.
• I’m Alive™
  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.
• Business Intelligence
  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.