Altitude, a provider of omnichannel solutions for contact centers, and HigherGround, a provider of performance monitoring and agent evaluation solutions for contact centers, have partnered to develop the Altitude Enterprise Recording solution, integrating HigherGround's Calibre business improvement tool.
Altitude Enterprise Recording is a multimedia recording tool that allows businesses to capture, store, and analyze voice interactions together with the associated metadata and activity from agents' workstation screens. This solution enables quality assurance, monitors and measures real-time metrics, provides visibility into interactions, and delivers customer experience insights.
"Partnering with HigherGround has allowed us to deliver a state-of-the-art solution that helps companies ensure compliance and manage risk, while driving efficiency and excellence in customer engagement," said Miguel Vital, chief technology officer at Altitude, in a statement. "The solution transforms captured and analyzed interactions into intelligence to enable better business decisions, improve agent performance, and optimize operations in the contact center."
Altitude Enterprise Recording features the following:
- Full integration with the Altitude uCI customer interaction management solution;
- Voice and screen recording;
- Mobile workforce recording;
- Security and compliance tools;
- Real-time monitoring;
- Comprehensive reporting and business analytics;
- Agent evaluation on live and/or recorded calls;
- Speech analytics to automatically analyze 100 percent of recorded interactions; and
- Automatic customer satisfaction surveys.
"The integration of Calibre technology and features brings to the market a best-in-class recording tool integrated with the leading customer interaction management suite," said Terry Ryan, president and CEO of HigherGround, in a statement. "Altitude customers and prospects now have a solution suite that is highly effective in helping contact centers improve service quality and agent performance, aligned with business goals."