UpSource Chooses HigherGround Call Recording and Monitoring Solutions for Newly Updated Call Center Operations

LOS ANGELES – February 24, 2003 – HigherGround™, a global provider of recording and telecom management solutions for the contact center industry, today announced that UpSource, one of Canada's leading call centers, has chosen the company's call recording and monitoring solution, HigherGround Praetorian and HigherGround Mentor with Agent Evaluation, Screen Capture and Screen Title Tracker, and Report Commander, as key components of its recently enhanced call center platform for advancing delivery of high quality, customized, outsourced services.

"What initially attracted UpSource to the HigherGround solution is its focus not only as a call recording solution but, as importantly, a Business Intelligence platform," said Mark Burns, Chief Technology Officer for UpSource. "Our value proposition as an outsourcer includes our ability to use the right, best-of-breed technology to solve clients' problems in ways that they have not even thought of yet. Having a strong BI platform as part of our underlying infrastructure puts us another step in that direction. In addition, on a more functional level, we really liked the ability to record, even selectively, without requiring a CTI hook to the ACD."

"Like many call centers today, making the right technology choice was critical to UpSource. After a careful analysis of the market, UpSource chose HigherGround because of our reliability, comprehensive solution and analysis capabilities" stated Terry Ryan, President and CEO for HigherGround Inc. "We are delighted to have UpSource as a customer and partner. Both organizations are focused on delivering the highest quality possible. With our products in their portfolio, UpSource continues to deliver on that promise."

UpSource's selection was based on four criteria: functionality, reliability, ease of use and cost.

 Functionality. UpSource required voice and data recording for 100% of their calls, quality monitoring tools, essential reporting/analysis capabilities, the ability to partition information and a clear upgrade path.

 Reliability. System availability is critical to Upsource, so a system with redundancy and reliability was essential. Since UpSource's ACD platform is configured for five 9's reliability, the HigherGround call-recording platform had to meet that expectation. In addition, strong maintainability that allows both local IT staff and HigherGround to quickly diagnose and resolve problems is crucial. HigherGround's alarming capability, with over 250 alarms that alert of potential problems, and the unique "I'm Alive notification service that dials the company's support center nightly to authenticate the operability of the system both provide additional reliability.

 Ease of Use. HigherGround's solution was easy for management and supervisory staff to use. It has reporting flexibility without requiring customization, customized evaluation forms that are easy to create, quick retrieval of recordings, remote retrieval and remote monitoring. Also important was a system that does not require IT work for customization each time a manager or supervisor has a new or unique need.

 Cost. As a growing outsourcing company, UpSource was attracted to HigherGround's ability to offer a complete call recording solution at a competitive price that met all its primary needs.





This article courtesy of http://callcenterunlimited.com.
You may freely reprint this article on your website or in
your newsletter provided this courtesy notice and the author
name and URL remain intact.

Submit Your Article