Financial Services Call Recording




HigherGround’s Calibre recording solutions provides financial organizations with the tools needed to protect their call centers and ensure customer satisfaction. Capturing 100 percent of customer interactions and presenting the data in an easy-to-use interface allows call centers to verify policy compliance and eliminate any discrepancies that may arise.

 With elaborate yet simple reporting and evaluation tools, call center managers can also analyze data to increase call center productivity and train agents with the necessary skills for a positive customer experience.  In addition, HigherGround’s Calibre product suite allows Financial contact centers to adhere to a myriad of regulations including PCI-DSS (Payment Card Industry Data Security Standard) and Sarbanes-Oxley using HigherGround’s sophisticated API which can be configured to listen for multiple types of event triggers, ensuring certain sensitive data is never captured or recorded.

To learn more about how Calibre can optimize your financial call center, contact a VIP today!

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Testimonials

HigherGround's solution is as reliable as a hammer. You know it is going to work every time you use it. Because HigherGround's reporting software is so robust, we opted out of our switch vendor's similar service and ended up saving a lot of money. Also, we have rarely worked with a software provider that allowed the end-user to customize reports so easily and without incurring customization fees.

Del Davenport
Cymetrix Corporation


  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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