MULTI-SOURCE RECORDING, PERFORMANCE EVALUATION, AND ANALYTICS FOR THE CONTACT CENTER

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1 MULTI-SOURCE RECORDING, PERFORMANCE EVALUATION, AND ANALYTICS FOR THE CONTACT CENTER S T R A T E G I C P A R T N E R S

2 HigherGround, Inc. is a developer of recording, data integration and reporting tools that provide actionable insight on contact center operations. Since 1973, HigherGround has provided companies with the ability to monitor customer interactions, optimize contact center resources, and obtain a comprehensive view of call center performance. HigherGround s Calibre product suite offers a unified recording, 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 communications from a single unified platform providing a holistic view of call center, team, and agent performance. Collections Contact Center Education Public Safety Transportation Security Energy Financial Services Government Insurance Outsourced Services Healthcare

3 THE HIGHERGROUND DIFFERENCE NETWORK AND CLOUD-BASED DATA REPLICATION Configure HigherGround Calibre solutions to replicate data to a Network Attached Storage (NAS) device, or cloud storage service. This ensures your data is always available and never lost. UNPARALLELED SERVICE AND SUPPORT HigherGround consistently ranks highest amongst quality monitoring vendors for their service and support of customers. HigherGround maintains a 24/7 contact center of service agents to monitor system-generated alarms. UNLIMITED PLAYBACK LICENSES Use the HigherGround Calibre software suite on as many computers as required without additional cost. Use your data however and whenever you want. INTEGRATION AND CUSTOMIZATION HigherGround works with clients to customize solutions to meet specific needs or requirements. HigherGround integrates with the client s existing data from CRM and cloud applications to properity integrations that tie in accounting and ERP data.

4 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 for immediate distribution. Measure script adherence and compliance with contact center protocols. Grade and report on agent, team, and contact center performance. 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 HigherGround, Inc.

5 FEATURE-RICH RECORDING & EVALUATION TOOLS for the contact center 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, s, 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.

6 see what others are saying ABOUT HIGHERGROUND 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. Cymetrix Corporation - Del Davenport 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 inc. Parkland Health & Hospital System - Sheila Cook-Dolcaime 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. BNSF Railway - Chris D. Ayers HigherGround is a rapidly growing U.S.-based quality monitoring vendor with more than 35 years experience in the contact center industry. HigherGround has strong services and good support suitable for midsize organizations seeking a midtier QM offering with attractive performance management features. Gartner - Contact Center Quality Management Report Victory Boulevard Suite 105 Canoga Park, CA