HIGHERGROUND DEVELOPS NEW FEATURES
TO RECORD COMMUNICATIONS WITH CERTAINTY
Speech Analytics, Mobile Recording and Survey Features Optimize Call Recording and Analysis
Canoga Park, CA— HigherGround is pleased to offer three new features for the Calibre call recording solution—Speech Analytics, Mobile Recording and Survey. These valuable tools are available immediately and offer many benefits to improve intelligent recording and analytics in contact centers.
HigherGround is introducing these new features at two major enterprise call center tradeshows in mid June —IQPC’s Call Center Week in Las Vegas, and the International Avaya User Group’s conference in Denver, CONVERGE2015. HigherGround is a gold member of the Avaya DevConnect program.
Speech Analytics offers previously unattainable levels of insight into operations. Powered by the industry-leading CallMiner engine, Speech Analytics converts recorded interactions into text. TopicMiner indexes 100% of interactions to identify trends, and categorizes meaningful phrases into a word cloud or topic list. This feature not only provides intelligence to improve customer satisfaction and agent performance, but can also discover emerging trends an organization might not otherwise find.
Mobile Recording provides a mobile app to record the inbound and outbound calls made on mobile devices, as well as associated metadata. With quick remote uploads, interactions integrate directly into the familiar and intuitive HigherGround interface, so users can view, replay and analyze mobile calls with ease.
Survey allows businesses to collect meaningful feedback immediately after a customer call. Transfer calls directly to a survey or utilize the automated call back feature for real time customer perspectives to improve agent performance, diagnose customer issues, increase revenue, and reduce costs.
“HigherGround continues to develop new leading-edge features for our recording solutions based on customer feedback and industry trends,” remarked HigherGround president and CEO, Terry Ryan. “Our fully scalable products and open architecture allow our customers to create a truly customized call recording solution that can expand as their business requirements do.”
HigherGround provides best-in-class recording solutions for performance monitoring in contact centers. Our full-featured products transform data into actionable intelligence, enabling decisions with certainty to enhance agent performance, optimize operations, improve customer satisfaction and reduce costs which ultimately increases revenue. We customize solutions that integrate seamlessly with client applications. HigherGround—a proven industry standard—is the OEM recording product of choice for several major companies.
For more information, visit higherground.com or call (800) 576-4223.