Compare Call Center Software

LOS ANGELES, CA — February 7, 2004

HigherGround, Inc.®, a global player in the market for contact center recording and monitoring solutions, today announced the successful certification of the HigherGround Fusion Series 7TM interaction monitoring and recording solutions for use with Melita International Inc.?s Conversations 5.0 predictive dialer systems.

Melita International Inc. is a global provider of products and services focused on maximizing contact center effectiveness. Over 1500 customers in 45 countries have relied upon Melita for mission critical technology solutions including predictive dialing, multi-channel customer interaction management and business performance monitoring and analysis solutions.

To meet certification requirements and ensure top-quality delivery of Fusion Series 7?s powerful recording and reporting capabilities to high-volume contact centers, HigherGround developed a digital recording interface that links with the Conversations 5.0 predictive dialer. This value-added combination allows call center managers to get a clear view of the success of inbound and outbound call campaigns and efficiently track agent productivity.

HigherGround?s president and CEO Terry Ryan remarked on the advantages the Melita interface will bring HigherGround?s customers. ?We feel that this integration will greatly expand our offerings to the contact center marketplace. A larger number of companies that depend on predictive dialer technology can now use our leading-edge recording solutions to make sure their contact centers always operate at peak performance.?

HigherGround?s Fusion Series 7 consists of a complete array of tools designed to enable contact center managers to make informed business decisions by analyzing the valuable data contained in their contact center. The heart of the Fusion Series 7 solution, the Praetorian Voice RecorderTM, is a turn-key recording system for scheduled, random, on-demand and full-time recording.

The Praetorian Voice Recorder is turned into an even more powerful tool for data analysis when combined with the Mentor QA SuiteTM, which offers agent evaluation and screen capture functionality to monitor and verify phone and data transactions and fine tune agent performance. In addition, the Telecom BI SuiteTM provides an accurate overall view of contact center performance by using graphical reporting to display enterprise telecom business intelligence (ETBI).

HigherGround, Inc. is a premiere software developer of call recording, quality assurance and reporting tools for call centers and the public safety marketplace. The company?s call recording and monitoring solutions and reporting tools empower clients with knowledge and insight to monitor and verify phone and data transactions and radio transmissions, improve agent performance, optimize telecommunications resources and provide a comprehensive view of the contact center?s performance. HigherGround?s proven solutions provide imperative business intelligence for sound decision making and bottom-line control for compliance monitoring, risk management and performance improvement. More information can be obtained by visiting http://www.highergroundinc.com.