Transportation Call Recording




HigherGround’s Calibre call recording solution is designed to handle the complex communication systems of the transportation industry

Calibre captures all agent/dispatcher interactions from multiple sources (phone, radio, text, and agent desktops) and presents them in an easy-to-use interface for swift and simple retrieval. Utilize sophisticated dashboard analytics to customize thresholds and automate alert notifications to monitor the metrics that are critical in your situation. Customized reports provide directors with visibility into detailed operations and measurable compliance.

Calibre's Agent Evaluation ensures agents adhere to call center protocols and identify agent improvement areas. Supervisors can evaluate recorded interactions or monitor calls in real time. Keeping up with the training needs in the contact center is fundamental to enhancing customer satisfaction and operational efficiency.

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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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