Calibre



Calibre Voice of the Customer Call Recording and Agent Evaluation

HigherGround’s Calibre product suite offers a unified call recordingagent evaluation, and reporting solution for multi-source contact centers. With today’s stringent requirements of contact centers to keep customer data secure, these tools work to provide full regulation compliance.

The HigherGround Calibre product suite ensures customer data security and PCI and HIPAA compliance as well as support of a myriad of rules and regulations. Contact centers have the ability to record analog, digital, and IP phones; ACD, CTI, PBXs, and email communications from a single unified platform providing a holistic view of call center, team, and agent performance.

Contact Sales

Higherground Screen image
Higherground Screen image
Higherground Screen image

Calibre Reporting on Metrics That Matter

Evaluate key performance indicators with the flexibility to customize filters in real-time. Provide a real-time view of all contact center operations in an easy-to-use GUI with the ability to customize data and view the metrics that matter right now.

  • Interactive dashboards provide immediate view of contact center pulse.
  • Easy-to-use drill-down/drill-up reports for high level overview or detailed summary.

Calibre Recording for Voice of the Customer Insight

Calibre provides business insight into unused information sources to gain a firsthand perspective of the customer experience. Make informed decisions based on customer sentiment culled from multiple sources of structured and unstructured data.

  • Capture every interaction between agents and customers.
  • Record agent workstation interactions to verify knowledge and determine coaching needs.

Calibre Evaluation Empowers Your Agents

Improve agent performance with quick, clear feedback. Design evaluation forms rapidly. Export scored interactions with associated text and/or voice and email for immediate distribution.

  • Measure script adherence and compliance with contact center protocols.
  • Grade and report on agent, team, and contact center performance.

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
BNSF Railway


  REAL-TIME DASHBOARDS
Real-time dashboards provide supervisors and managers with immediate visibility of contact center pulse and issues as they occur. Customize dashboard widgets to view Key Performance Indicators (KPIs).

  CUSTOM DATA INTEGRATIONS
No two contact centers are alike, so why be forced to use a platform designed for someone else? HigherGround solutions are created to meet the needs of the customer, integrating data from outside sources ranging from billing system data to CRM databases.

  SCHEDULED AND ON-DEMAND REPORTS
Program and schedule reports to run on pre-set intervals such as hourly, weekly, or monthly. Automate the task of measuring contact center performance.


  SCREEN CAPTURE
Record and playback agent workstation interactions to verify agent knowledge, areas for improvement, as well as adherence with organizational policies.

  ROBUST SECURITY
All communications between the HigherGround Calibre client and server are encrypted with multi-layer algorithms. This ensures that all data is protected.

  FLEX SEATING
ACD or CTI integration tracks agent location within the contact center. This feature is ideal for call centers with multiple shifts where agents share a single desk. All calls and data are logged and can be searched.


  MULTI-SOURCE RECORDING
Calibre records and reports on virtually all data types including calls, emails, and agent desktop activities in an integrated GUI.

  Compliance Recording
HigherGround’s advanced API and event triggers prevent archiving of sensitive data and helps clients adhere to strict Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry Data Security Standard (PCI-DSS) regulations.

  SIMPLE AND EFFECTIVE USER INTERFACE
The Calibre user interface, with customizable docking panes and drag-and-drop controls, is intuitive and informative.


  I’M ALIVE™ – PROACTIVE RELIABILITY
The I’m Alive™ notification service ensures the system is up and running 24/7 by contacting our technicians on server status and performance daily or even hourly.

  SEARCH AND FILTER
The search feature has dozens of filter options for instant retrieval of archived data and media. Search by phone number, account number, company name, vertical market, attachments or other user defined fields.

  OPEN ARCHITECTURE HARDWARE
HigherGround uses only industry-standard, non-proprietary hardware and components. These standards provide customers with the most cost-effective and easy-to-maintain solution.

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