Higher Ground Adds to Its Calibre Call Recording Solution
HigherGround has added three new features to its Calibre contact center call recording solution. They are Speech Analytics, Mobile Recording, and Survey.
Powered by CallMiner's engine, Speech Analytics converts recorded interactions into text. TopicMiner then indexes 100 percent of interactions to identify trends and categorizes meaningful phrases into word clouds or topic lists.
Mobile Recording provides a mobile app to record the inbound and outbound calls made on mobile devices, as well as associated metadata. With quick remote uploads, interactions integrate directly into the HigherGround interface, so users can view, replay and analyze mobile calls.
Survey allows businesses to collect feedback immediately after a customer call, transfer calls directly to a survey, or use the automated call-back feature for real-time customer perspectives.
"HigherGround continues to develop new leading-edge features for our recording solutions based on customer feedback and industry trends," said Terry Ryan, its president and CEO, in a statement. "Our fully scalable products and open architecture allow our customers to create a truly customized call recording solution that can expand as their business requirements do."