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
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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|PRESS RELEASE: HigherGround & Altitude Partner to Deliver Best-in-Class Recording Solution for Contact Centers||October 26, 2016 5:00 AM|
|Are You Taking Advantage of HigherGround Maintenance?||September 13, 2016 5:00 AM|
|We Heard You. Version 8.9 Delivers.||August 8, 2016 5:00 AM|
|Priority Dispatch Now Integrated with Capture911!||August 8, 2016 5:00 AM|
|We’re Hiring!||July 11, 2016 5:00 AM|
|More Features, More Mobility with V.8.8||March 22, 2016 5:00 AM|
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