Healthcare Call Recording

HigherGround’s call recording solutions are designed to ensure that the needs of healthcare professionals are met. Recording calls in a hospital or healthcare related call center requires adherence to a multitude of regulations including HIPPA and MIPPA as well as PCI-DSS in centers that are required to conduct financial transactions. Strict Compliance recording features and HigherGround’s sophisticated API allow the recorder to be configured to listen for multiple types of event triggers, ensuring certain sensitive data is never captured or recorded.

With healthcare professionals handling an array of critical information on a daily basis, it is urgent that every step taken is the right step. Advanced screen capture allows all nurse or operator computer screens to be recorded and played back in sync with phone interactions to ensure adherence with hospital policies and procedures. Agent Evaluation tools will help supervisors identify training needs and staff performance.

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

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"The system is very low maintenance. HigherGround's Client Support staff dial in, and provide automatic upgrades, and monitor for alarms. Our call abandonment rate is consistently less than 10% with an average speed of answer less than 18 seconds for non-emergency calls. We are heavily dependent on the capabilities provided by the HigherGround solution to accomplish this. It has allowed us to maximize our cross-training efforts as well as to provide prompt agent feedback and coaching to ensure a high level of service to our customers.

Sheila Cook-Dolcaime
Parkland Health & Hospital System

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).

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.

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

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

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

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.

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.

The Calibre user interface, with customizable docking panes and drag-and-drop controls, is intuitive and informative.

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.

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.

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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