HigherGround has been in business since 1973, specializing in specializing in critical communications logging and recording solutions. Their full-featured products transform data into actionable intelligence, enabling decisions with certainty to enhance operator performance, optimize operations and reduce costs
Public Safety Dispatch Solutions
Capture911 provides reliable recording for critical communications in Public Safety Answering Point (PSAP) operations, emergency dispatch facilities and 9-1-1 centers. As a cost-effective, reliable, multi-channel recording and incident reconstruction solution for critical Public Safety communications, Capture911 integrates data from multiple sources into a single, synchronized holistic view. Its multi-channel recording and incident reconstruction solution transforms data into actionable intelligence, enabling operation optimization, enhanced operator performance and reduced costs.
Optimize Incident Reconstruction
The HigherGround platform provides recording of all incident data with easy retrieval and storage capabilities, allowing for optimization of incident retrieval and reconstruction.
Capture911 provides a multi-source call recording and reporting system to capture data and interactions across multiple channels.
Record radio, VoIP, landlines, cell phones, text, email, IM, video chat, and other data. These interactions are captured using their metadata via applications or data collection modules and can be securely stored while also enabling quick and easy retrieval by authorized users.
You can easily create a chronological reconstruction of incidences and associated metadata. Metadata is supporting information that includes date, time of day, call duration, geographic location, dispatcher ID, communication device, and more. Playback any interaction just as it happened with a user-friendly interface.
You can monitor activities and performance in real-time or quickly retrieve interactions for review at a later time. Search with a wide array of parameters and choose to monitor calls, screen capture, email, text, IMs, and more based on agent, caller ID, media type, or other criteria.
Capture911 allows you to filter out sensitive information from playback with redaction, which enables insertion of a blank or tone to replace the words. The original call recording is not affected; a copy can be made with the sensitive or private data redacted.
Boost call center scores with Capture911 Quality Assurance. This QA feature makes it easy to score and grade dispatchers, and email results for review.
- Managers can train dispatchers using feedback from the agent's and peers' interactions. This empowers agents and improves their attitude, awareness, and performance.
- Dispatchers become more productive with appropriate coaching.
- Customer satisfaction increases when dispatchers are trained to better understand both the internal and external customer voice, and respond appropriately.
Rapid Report Generation
Seamlessly generate reports and charts for scheduled and on-demand analytics. You can select desired KPIs and filter by station number or agent, duration of interaction, type of media, number of interactions by agent, grading score, and more.
This feature records video of the agent’s desktop throughout the interaction, allowing you to monitor the dispatcher’s synced screen activity at any moment. It allows you to review what applications were being used and how, as well as their browsing activities to monitor productivity.
Capture911 features robust security with encryption and multi-layer algorithms to protect all data and media stored in secure databases and folders which are not accessible over the network. This prevents unauthorized users from accessing, tampering, or deleting data and media.