HigherGround Adds Speech Analytics, Mobile Recording to Contact Center Solution



HigherGround has added speech analytics, mobile recording and survey features to the Calibre call recording solution.

Powered by CallMiner’s engine, speech analytics converts recorded interactions into text. TopicMiner indexes 100 percent of interactions to identify trends, and categorizes meaningful phrases into a word cloud or topic list. This feature can improve customer satisfaction and agent performance, and can also discover emerging trends an organization might not otherwise find.

The new mobile recording feature provides a mobile app to record 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.

The survey solution allows businesses to collect feedback immediately after a customer call. Calls are transferred directly to a survey or use an automated call back feature for real-time customer perspectives to improve agent performance, diagnose customer issues, increase revenue, and reduce costs.

“HigherGround continues to develop new leading-edge features for our recording solutions based on customer feedback and industry trends,” said HigherGround president and CEO, Terry Ryan, 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.”