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HigherGround's Call Recording Solution Achieves Gold Certification in Avaya DevConnect Program

10-01-2008

HigherGround announced that its Praetorian Voice Recorder™ is certified compliant with contact center solutions from Avaya. 

LOS ANGELES, Calif. - HigherGround, Inc., a premier software developer of call recording, data collection and reporting tools, announced today that its Praetorian Voice Recorder™ is certified compliant with contact center solutions from Avaya, a leading global provider of business communications applications, systems and services. 

 

The Praetorian Voice Recorder monitors and verifies phone transactions, improves agent performance and optimizes telecom resources. The HigherGround Fusion Series system collects structured and unstructured data from multiple sources and integrates the information into a single user interface to provide a comprehensive view of contact center performance. The application is now officially compliance-tested by Avaya for compatibility with the Avaya Communication Manager 5.1 and Avaya Application Enablement Services 4.2.

 

"We worked very hard on behalf of our customers and distributors to achieve Gold membership in the Avaya DevConnect program," said Terry Ryan, HigherGround President and CEO. "Building on our existing relationship, and working more closely with Avaya to deliver compliance-tested solutions to the market, we are able to make the integration of Avaya and HigherGround solutions seamless, thus significantly reducing implementation time and costs for our mutual customers."

 

Parkland Health & Hospital System is one of the organizations that has benefited from the interoperability of HigherGround and Avaya solutions. Named one of "America's Best Hospitals" by U.S. News & World Report for the 15th consecutive year, Parkland prides itself on providing its customers with the highest level of care right down to how it handles incoming phone calls. Parkland's call center has been using these integrated solutions for over a decade, recording more than one million calls each year. From hospital operator to disaster management to nurse advice and appointment scheduling, Parkland's call center blends the technology of HigherGround and Avaya to help improve operational performance. These solutions are an important factor in our training & quality programs. We have seen a significant reduction in customer call wait times and abandonment rates and are extremely proud of the high level of customer service we have achieved."

 

HigherGround is a Gold member of the Avaya DevConnect program - an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network.
 
"By offering compliance testing to the many innovative companies like HigherGround who are members of our DevConnect program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities," said Eric Rossman, Vice President, Developer Relations and Technical Alliances, Avaya. "They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available – getting more out of their multi-vendor network and delivering new value to their bottom line."

 

About HigherGround
HigherGround, Inc. is a premier software developer of data collection and reporting tools coupled with call recording and quality assurance solutions for call centers. HigherGround's proven solutions provide imperative data for sound decision making and bottom-line control for compliance monitoring, risk management and performance improvement. More information regarding HigherGround can be obtained by visiting www.highergroundinc.com.

 

About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: http://www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

 

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