Priority Dispatch Now Integrated with Capture911! - HigherGround, Inc. - ContactCenterWorld.com Blog
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
|All Suppliers||Get Listed|
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
(VIEW OUR PAGE)
IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp...
(VIEW OUR PAGE)
Working with many UK contact centres and countless high-street brands, Premier CX are a customer touch point agency. As a provider of audio and visual solutions, Premier CX reduce costs and increase c...
View more from HigherGround, Inc.
Recent Blog Posts:
|Intelligent Technology in Logistics and Transportation – Airlines and Railways||December 21, 2017 6:32 PM|
|Now Available: Speech Analytics from iQventures||February 22, 2017 5:00 AM|
|Now Available: 4 Integration Options for Avaya ACM||November 11, 2016 5:00 AM|
|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|
|HigherGround and P25 Make a Great Team!||January 20, 2016 5:00 AM|