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
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
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