PRESS RELEASE: HigherGround, Inc., a leading performance monitoring and agent evaluation provider for contact centers and CallMiner, the market leader in speech and voice of the customer analytics solutions, today announced a new partnership.Through the alliance, HigherGround customers and prospects will be provided the addition of insightful and powerful speech analytics to the existing HigherGround solution, Calibre.
HigherGround customers now have the added ability to utilize speech analytics in their quality assurance programs to measure acoustic signals such as silence, tempo, and recognized keywords for a more holistic view of recorded interactions. The true benefit of the CallMiner engine enables contact center managers to evaluate 100% of each interaction without manually listening to calls so contact center supervisors can focus on agent coaching as well as respond to adverse conditions faster. The integration of CallMiner’s speech analytics and Calibre’s data analytics allows contact centers to elevate their quality programs to the next level by revealing valuable information, automated analysis,and reporting in a single unified interface enabling increased efficiency and quality.
“The addition of speech analytics to the HigherGround solution enables better coaching conversations, improved customer satisfaction and automated compliance adherence monitoring,” said Terry Ryan, President, HigherGround, Inc. “CallMiner’s award winning technology made them the obvious partner choice because they are the recognized leader in speech analytics and voice of the customer insight.”
“Partnering with HigherGround allows us to deliver market leading speech analytics in a seamless, turnkey fashion to customers who want to completely transform how they manage the quality assurance process,” said Terry Leahy, Chief Executive Officer at CallMiner. “HigherGround is known for providing organizations the ability to accelerate a continuous improvement culture, which makes this partnership a perfect fit.”
About HigherGround, Inc.
HigherGround provides contact center performance monitoring solutions that incorporate multichannel interaction recording and advanced speech analytics turning vast amounts of structured and unstructured data into usable intelligence. HigherGround’s Calibre product suite ensures service quality and agent performance are aligned with business objectives; expedites dispute resolution, improves employee engagement, and enables customer experience management.With over 25 years experience, HigherGround serves some of the world’s largest contact centers delivering reliable, effective and scalable solutions. For more information, visit www.higherground.com.
CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s Eureka product portfolio automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, visit: www.callminer.com