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HigherGround, Inc. - ContactCenterWorld.com Blog
Keeping aircraft and rail transport systems up and running requires a vast organization of equipment maintenance, safety regulations, schedule optimization, and management of staff and passengers. To be successful, a variety of information must be collected on many levels. The emergence of the IoT and telematics (discussed in our last blog) has recently enabled development of real-time monitoring and analyzation of integrated information in almost every faction of logistics and transportation. This technology allows consolidation of Big Data and is currently growing in use. The initial investment of system overhaul may be a hurdle, but the long-term benefits will ultimately outweigh the costs.
Airplanes have long utilized sensor packages that monitor and analyze usage data such as performance, fuel consumption, and vibration to create optimized maintenance schedules. The integration of telematics and the IoT with these systems can send data in real-time to a center where it can be filtered, stored, and analyzed. Relevant data can then be sent to the appropriate organizations for follow-up response. For example, if a part indicates imminent failure, the system would relay a signal to notify the equipment manufacturer, and the manufacturer would ship a new part from the factory before actual failure. In this way, maintenance can switch from a reactive to a proactive model, saving downtime and costs, and increasing safety.
For examples of real life applications in airlines, see the blog supplement.
Similar upgrades are occurring in railway management. Older infrastructure is being replaced with systems that interconnect trains with each other and with central communication hubs and data control centers. These systems improve track utilization and safety, and allow optimization of scheduling and maintenance. Examples of smart-connected rail include:
- Status of mechanical or electrical faults across numerous assets and operators, which not only can prevent failures, but can determine trends for preventative measures.
- Monitoring speed and speed control. Speed data can include metadata such as track configuration, weather, passenger loading, and operator history.
- Intelligent closed-circuit TV cameras that provide a record of events in case of an incident, and provide real-time alarms for potential problems, allowing for more timely intervention responses and potentially reducing service outages.
Generating Actions from Big Data
Data collection, storage, and analysis can provide information that can be used to diagnose and fix, as well as to predict, prevent, and strategize. Real-time, descriptive data from monitoring can be incoporated with AI to automate analysis and provide a highly efficient delivery of prescriptive information. Combined with machine learning, systems can perform appropriate actions in the absence of a person. Data can be quickly analyzed and employed to correct a problem, or prevent one from occurring.
Utilizing Big Data for aircraft and railways can be taken further to examine long-term trends in how to route traffic, best practices in maintenance, serving passengers, scheduling, etc. This requires storage of event data and its metadata. Trends over weeks, months, and years can be evaluated, and intelligent strategic policies can be implemented. Such storage and analysis requires the right software to create logical and relevant data storage, retrieval, and analysis based on chosen parameters.
About the Author - Tom Goodwin is the Vice President of Marketing at HigherGround. His background in telecommunications and data networking has been augmented with work in data analytics and automated reporting prior to joining HigherGround. Click here for more information on Tom and the rest of the HigherGround team!
HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.
Publish Date: December 21, 2017 6:32 PM
HigherGround and iQventures have joined forces to save organizations time and money, with the most reliable speech analytics tool at the most economical pricing.
SpeechIQ from iQventures is an advanced speech analytics and quality assurance platform that integrates seamlessly with HigherGround’s reliable recording. Users can efficiently retrieve call transcripts and scores, or easily search by key words, sentiment, and silence – all within the HigherGround interface.
iQventures provides sophisticated, highly accurate data analytics, and utilizes the most advanced analytics engine in the world – IBM Watson – for sentiment analysis. This is a truly scalable solution, giving organizations an easy-to-use, cost-effective solution to drive agent productivity, operational efficiency, and customer engagement.
Why Speech Analytics?
Speech analytics allows organizations to convert the information trapped in every customer interaction into intelligent data that can be searched, measured, and analyzed, providing a better understanding of communications than more time-consuming, manual monitoring processes. Speech analytics helps users to better understand agent behavior and actions by analyzing 100% of interactions, rather than just a small sampling.
- Select or search all calls by specific data fields and key words – saving time and money by enabling rapid analysis and decision-making.
- Automatically monitor and score all calls, alerting supervisors to urgent situations and allowing them to identify and address agent issues or urgent situations rapidly.
- Get an accurate, 360-degree view of interactions with word-for-word transcripts associated with voice recordings, metadata, and call scoring.
- Analytics data provided also includes sentiment, number of mentions or keywords, silence detection, and automated agent scoring.
- Cloud-based service that requires no installation and is purchased in block-of-time amounts.
Interested in learning more about using iQventures Speech Analytics with your HigherGround recorder? Let us know - we’d love to tell you more!
Publish Date: February 22, 2017 5:00 AM
Did you know? HigherGround provides a powerful, easy-to-use, and affordable recording solution for enterprise customers and contact centers using Avaya Aura Communications Manager (ACM). By providing four integration methods, HigherGround enables ACM users to both optimize performance of the recording solution and minimize endpoint licensing costs associated with recording.
Integration Options Include:
- Multiple Registration
- Single Step Conferencing
- Service Observe
- SPAN Port
- Capture audio and metadata from any device (e.g. phone, mobile, radio, email, chat, video, text, GIS, or phone).
- Rapidly search, retrieve, and associate calls using any collected data field with the intuitive, easy-to-learn, and easy-to-use interface.
- Monitor live calls and desktop activity for one or more agents, simultaneously.
- All data is protected by encryption when stored on the system or exported.
- Capture all voice and metadata while adhering to all regulatory requirements.
- Scale from one to thousands of users with virtual and physical server deployments.
- Proactive support, monitoring, and notification ensures 24/7 system uptime.
To take advantage of our integration with Avaya Aura Communications Manager, or to make sure you’re using the most up-to-date version of Calibre, please contact your HigherGround authorized reseller or HigherGround Client Support. Visit our Alliances page to find out what other leading technology companies we partner with.
Publish Date: November 11, 2016 5:00 AM
PRESS RELEASE: HigherGround & Altitude Partner to Deliver Best-in-Class Recording Solution for Contact Centers
Enable Better Metrics, Customer Insights & Agent Performance
Canoga Park, CA — October 26, 2016 — Altitude, a global provider of omnichannel solutions that deliver great customer experiences, and HigherGround,Inc., a leading provider of performance monitoring and agent evaluation solutions for contact centers, today announced a new partnership. Through this alliance, Altitude has developed the Altitude Enterprise Recording solution, integrating the powerful features of HigherGround’s Calibre business improvement tool.
Altitude Enterprise Recording is a best-in-class multimedia recording tool that allows businesses to capture, store and analyze voice interactions together with the associated metadata and activity from agents’ workstation screens. This solution enables quality assurance, monitors and measures real-time KPI’s, provides visibility into interactions, and delivers customer experience insights, with a quick return on investment.
“Partnering with HigherGround has allowed us to deliver a state-of-the-art solution that helps companies ensure compliance and manage risk, while driving efficiency and excellence in customer engagement,” said Miguel Vital, CTO of Altitude. “The solution transforms captured and analyzed interactions into intelligence to enable better business decisions, improve agent performance, and optimize operations in the contact center.”
Altitude Enterprise Recording now features:
- Omnichannel: full integration with the Altitude uCI customer interaction management solution
- Available with Altitude uCI or as a standalone solution
- Voice and screen recording
- Mobile workforce recording
- Security and compliance tools
- Real-time monitoring
- Comprehensive reporting and business analytics
- Agent evaluation on live and/or recorded calls
- Automatically analyze 100% of recorded interactions with speech analytics
- Automate customer satisfaction surveys
“The integration of Calibre technology and features brings to the market a best-in-class recording tool integrated with the leading customer interaction management suite,” remarks Terry Ryan, President and CEO of HigherGround. “Altitude customers and prospects now have a solution suite that is highly effective in helping contact centers improve service quality and agent performance, aligned with business goals.”
The Altitude uCI (Unified Customer Interaction) suite is a complete, modular contact center software solution that provides all the functionality required to provide customers with the best experience. The modularity of the contact center software solution allows contact centers to grow according to business needs, avoiding significant upfront investments. Whether organizations use all the modules, just part of the solution, or employ 10 or 100 agents, Altitude uCI provides the ability to engage with customers and provide them with outstanding service.
Learn more about the Altitude Enterprise Recording solution here.
Altitude is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more customer-centric. Altitude uCI is a robust, modular software platform that handles all customer interactions and unifies all touch points, in the contact center and throughout any organization. More than 300,000 users at 1,100 organizations in 80 countries use Altitude uCI solutions to manage in real time enterprise functions like Customer Service, Telemarketing, Debt Recovery, Help Desk, Citizen Attention, etc. Altitude has a track record of 22 years of customer and industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. It has 12 offices in four continents, a 160-strong worldwide partner network and is ISO 9001 certified for its worldwide support.
About HigherGround, Inc.
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 proven solutions provide imperative data for sound decision making and bottom-line control for compliance monitoring, risk management and performance improvement.
© 2016 HigherGround, Inc. All rights reserved. HigherGround, Inc., HigherGround, the HigherGround logo, and Calibre are registered marks of HigherGround, Inc. Third-party trademarks mentioned are the property of their respective owners
Publish Date: October 26, 2016 5:00 AM
Our Technical Services team serves as your single point of contact for service and is dedicated to keeping you up and running efficiently, 24/7. HigherGround's commitment to service has produced system reliability that is unmatched within the industry. Our maintenance and service agreement features:
24/7 Support From Expert Technicians
Access our certified technicians 24/7 – online or voice support – for troubleshooting and consultation on telephone systems, software systems, and integration issues. Technical services representatives will answer your question and resolve your problem quickly.
Eliminate Down Time with I'm Alive™ Notification Service
With this unique feature, your system calls HigherGround hourly to say "I'm Alive." If we don’t get the message, we’ll check your system and notify the designated onsite manager, working with you to quickly resolve any problems.
Increase Productivity with Alarm Monitoring
HigherGround Alarm Monitor tracks over 300 software and hardware conditions and notifies HigherGround when potential issues occur. In most cases, this advance notification allows us to address an issue before it becomes a problem, preventing or minimizing data loss.
Automatic Software Updates and Hardware Upgrades
HigherGround releases version upgrades 2 to 3 times per year, in addition to periodic patches. All patches and software version upgrades are included in maintenance fees and installed by certified HigherGround technicians via remote access throughout the duration of your support contract. These upgrades typically include new features and functionality and may also include new integrations, but are not major changes to the overall function of the system. Major upgrades may require newer hardware and are typically made available at a reduced price to clients currently on maintenance.
Choose the Plan That’s Right for You
HigherGround offers different maintenance plans to fit the needs of our clients. Our standard maintenance plan offers a one-hour remote response time during normal business hours (8 am to 6 pm) and optional 24/7 support with a four-hour remote response time after normal business hours. However, we can usually respond remotely within minutes of proper notification and approximately 95% of issues can be handled remotely.
To take advantage of the HigherGround maintenance program, or to make sure you’re using the most up-to-date version of Calibre or Capture911, please contact your HigherGround authorized reseller or HigherGround Client Support.
Publish Date: September 13, 2016 5:00 AM
HigherGround is pleased to announce the integration of Capture911 with Priority Dispatch AQUA Evolution, simplifying the quality assurance process for supervisors.
Capture911 recordings can be easily accessed through the AQUA user interface by clicking “audio” and searching for recordings using a variety of parameters, allowing supervisors to quickly and efficiently document the quality of service provided by telecommunicators, as well as determine compliance with recommended quality assurance standards from the International Academies of Emergency Dispatch (IAED), Association of Public-Safety Communications Officials (APCO) and National Emergency Number Association (NENA).
Supervisors also have the ability to playback and evaluate interactions which require additional scrutiny based on characteristics collected from both ProQA and the CAD system. This eliminates the need for random sampling, and allows review based on the nature and/or severity of a particular interaction.
The integration uses an Application Program Interface (API) to exchange data – or recorded interactions. HigherGround Capture911 v8.9 or greater, and Priority Dispatch XLerator v4 or greater are required.
For more information or to deploy the new HigherGround integration with Priority Dispatch on your system, contact Client Support.
Publish Date: August 8, 2016 5:00 AM
HigherGround users will love the new features in the v8.9 release! We listened to our customers and made numerous enhancements to Retrieval, Management and QA, improving the overall experience and functionality for users. In addition, Browser Interface features have been extensively expanded so mobile users can be as productive as they are when using the client interface.
- Export recording as .MP3 format
- Audio announce based on tag
- Tag icon selection
- Multi-channel selection in real-time audio monitor
- User login and idle session timeouts
- Restrict access to Retrieval and Dashboard
- Modification to executive privacy
- User level multiple departments and additional individual stations
- Added flexibility to multiple departments permission
- Hide grading scores
- Increased limits for QA tabs and questions per tab
- Customize the grading form header
To take advantage of these great new features, upgrade to Capture911 v8.9 or Calibre v8.9 today! To initiate the upgrade process, please contact your HigherGround authorized reseller or HigherGround Client Support.
Publish Date: August 8, 2016 5:00 AM
Seeking a Regional Sales Manager for the Central US.
The Regional Sales Manager (RSM) is responsible for selling our products to new customers within the Central Region and working closely with our established channel to close a high volume of new business. The RSM prospects for new clients for HigherGround’s Contact Center and Critical Communications suite of software solutions. The RSM reports to the VP of Sales and operates under minimal supervision, relying on extensive experience and judgment to plan and accomplish goals. This position is remote-based, and the ideal candidate will live in the territory. Click here for more information and to apply for this position.
Publish Date: July 11, 2016 5:00 AM
We are happy to announce the release of Calibre® version 8.8 software effective immediately. This release includes new features, improvements to existing features, and the availability of features via the browser interface — which were previously only available from the client interface.
- Agent Application Usage Timeline
- Grading Answers Table
- Stand-Alone Grading
- User File Upload
- Defining Window Title Categories and Colors
- Grading Form Root Cause Classes
- Grading Form Sub-Categories
Browser Interface Improvements:
- Display KPI Information in Grid
- Drill Down From Dashboard into Retrieval
- Grid Grouping
- Real-Time Voice Monitor
- View Charts
- View Screen Capture on Mobile Device
To take advantage of these great new features, upgrade to Calibre v.8.8 today! To initiate the upgrade process, please contact your HigherGround reseller or HigherGround Client Support.
Publish Date: March 22, 2016 5:00 AM
As technology advances, public safety organizations are moving away from the limitations of analog radios, and toward the interoperable IP radio (RoIP) systems of the future. If your PSAP needs to integrate with P25 or MOTOTRBO to record radio communications, HigherGround has got you covered.
HigherGround supports both Motorola P25 and MOTOTRBO, as well as EF Johnson P25. HigherGround has an IP integration to each platform, allowing us to capture specific metadata items that go well beyond the talkgroup. Now, you can use Capture911 to instantly search through archived recordings by radio ID, alias, agent, time, date, etc. — making your job a whole heck of a lot easier.
And, yes, we still support analog radios, too! In fact, HigherGround can record a mix of different technologies from a single platform, so you can feel safe in knowing every call and radio interaction is recorded, every time.
Publish Date: January 20, 2016 5:00 AM
I'm Alive™ is a proactive notification service exclusive to HigherGround that keeps your system up and running ‘round the clock. Every hour, your recording system automatically pings our service team to say "I'm Alive." If we don't get the call, our certified technicians take immediate action, to ensure your system is back online fast.
HigherGround also monitors over 350 hardware and software system alarms, 24/7. If it detects system outages or activities that could threaten uptime, the system automatically reports the issue to our support team, or to your designated representative via e-mail or SMS. In most cases, our technicians can fix a problem before you’re even aware of it!
Publish Date: January 18, 2016 5:00 AM
When it comes to contact centers, it’s important to monitor trends and try to predict the future in order to stay ahead of your competitors and put yourself in a position to be able to adapt to abrupt changes if need be. So how will technology affect the contact centers of the future? Let’s take a look at three trends that could very well turn out to be game changers:
- Mobility: Workers no longer need to be bound to their desks in order to be productive, and the same holds true for contact center managers. By leveraging mobile CRM solutions, managers are able to keep their fingers on the pulse of their contact center no matter where they happen to be, receiving updates in real time.
- Big data: Thanks to the evolution of technology, we’re able to access and store an immense plethora of data. Knowledge is power, and the more information we can make sense of, the smarter we become. So too it goes in the contact center. With more customer-related information at the fingertips of today’s contact center agents, service is strengthened beyond measure. Information relating to customer preferences, effectiveness of messaging and agent performance can help shape the customer experience. If, for example, a caller has a good rapport with a particular agent, it might make sense to route customers accordingly.
- Customer service: People have the choice as to which business they support, so customer service is becoming increasingly important when it comes to differentiating your company from its competitors. It is almost as if customer service has evolved into the product itself, which means that your contact center should strive to deliver best-in-class service at all times.
What do you see in the contact centers of the future?
Publish Date: January 8, 2016 5:00 AM
In addition to recording the audio of your phone and radio interactions, your HigherGround recording solution can also capture associated metadata. What is metadata and why should I care, you ask?
Metadata includes information such as radio ID, alias, talk group, console, and much more, and provides a plethora of detail related to a call including ANI/ALI, physical address, phone number and other information associated to the caller and/or equipment they are calling in on.
Mark Bailey, IT manager for Whitcom consolidated communications center in Pullman, Washington finds metadata to be extremely helpful in troubleshooting remote equipment. He can determine if towers are functioning properly in the field and dispatch repairs if needed – saving valuable time and resources. Check out Mark's testimonial video!
Publish Date: November 4, 2015 5:00 AM
Presented by Robert Bowman - Product Manager, HigherGround
The contact center is at the heart of hospital communications — connecting staff, launching critical codes and fielding calls from patients and their families. With all of these critical interactions, it's important to have a reliable, intuitive system for recording calls and evaluating how each conversation is handled.
In this free webinar, HigherGround will help you discover how call recording assists leading healthcare organizations to:
- Assess call takers’ performance to ensure appropriate steps are followed for each interaction
- Create an audit trail of all conversations for quality assurance and retracing scenarios
- Report on key analytics for ongoing process improvement
- Ensure compliance with requirements for security and patient privacy
- Understand how bring your own device (BYOD) programs affect call recording practices
Publish Date: October 27, 2015 5:00 AM
As you begin the process of converting your communications center to NG9-1-1, you’ll need to do a lot of research to find the ideal combination of features, benefits and price. What is the best way to invest in technology that supports your needs both today and in the future? This handy list of questions can provide Public Safety Answering Points (PSAPs) crucial insight to avoid potential pitfalls.
Download your free copy of the Top 10 Questions to Ask When Switching to NG9-1-1 today!
Publish Date: October 6, 2015 5:00 AM