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HigherGround differentiates itself by providing the following critical requirements within a single, customisable solution:
Integrate data from multiple sources including call recordings, screen captures, agent evaluations, revenue figures, agent statistics, PBX data, ACD data and enterprise database information. All applications integrate seamlessly.
Establish a relationship between various data sources and report on all types of performance and activity data. Users can search and find recordings and related data based on a phone number, account number, company name, vertical market, attachments to calls or whatever field they choose. Reports can be emailed, printed and/or sent to a Web site.
Measure standard KPIs or integrate various enterprise databases and create new KPIs specifically to track agent performance and the quality of the customer experience.
Utilise, upgrade and repair hardware with ease. HigherGround’s hardware platform is developed with non-proprietary, standard PC components providing customers with the ultimate in flexibility and significant cost-savings.
Ensure system is up and running 24/7. The I'm Alive notification service calls your server nightly. If feedback is not received, our technicians take immediate action to guarantee uptime.
Capture and make all information available on one screen for easy access, analysis and decision making. HigherGround provides a comprehensive business intelligence tool for complete contact centre management – a fully integrated system that operates with virtually any enterprise database system.
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