Essential Enterprise Solutions
Interaction Capture Solutions for Enterprise
Recording with Calibre
The importance of first-rate customer service in business has gained recognition in recent years. Contact center agents often represent the voice of the company, and ensuring that they interact appropriately with customers is essential. Recording calls and interactions for review and quality assurance is an important step towards achieving a high-quality customer service staff.
HigherGround Calibre provides call and interaction recording of multi-source media, with quick retrieval, secure transmission and storage, quality assurance tools, and reporting. Integrating Calibre with your communications network boosts call center performance, optimizes agent communications, helps analyze trends, and improves your core business.
with Data Capture
The HigherGround platform allows any organization to record telecommunications and other data, with easy retrieval and storage capabilities.
Calibre provides a multi-source call recording and reporting system to capture data and interactions across multiple channels.
Record VoIP, landlines, cell phones, text, email, IM, video chat, and other data. These interactions are captured using their metadata via applications or data collection modules and can be securely stored while also enabling quick and easy retrieval by authorized users.
Boost call center scores with Calibre Quality Assurance. This QA feature makes it easy to score and grade agents, and email results for review.
Managers can train agents using feedback from the agent’s and peers' interactions. This empowers agents and improves their attitude, awareness, and performance.
Agents become more productive with appropriate coaching.
Customer satisfaction increases when agents are trained to better understand both the internal and external customer voice, and respond appropriately.
Rapid Reporting & Analytics
Seamlessly generate reports and charts for scheduled and on-demand analytics. You can select desired KPIs and filter by station number or agent, duration of interaction, type of media, number of interactions by agent, grading score, and more.
This feature records video of the agent’s desktop throughout the interaction, allowing you to monitor the agent’s synced screen activity at any moment. It allows you to review what applications were being used and how, as well as their browsing activities.
You can monitor activities and performance in real-time or quickly retrieve interactions for review at a later time. Search with a wide array of parameters and choose to monitor calls, screen capture, email, text, IMs, and more based on agent, caller ID, media type, or other criteria.Create lists of agents to monitor multiple times.
Speech analytics allows automated filtering of calls based on keywords, phrases, silence, or sentiment. It is a valuable tool that augments agent quality assurance assessment. Speech analytics can determine if agents are communicating appropriately and, with training, it can help improve behavior and tone.