Record, retrieve and replay The Praetorian Voice Recorder™ provides full-time liability recording, random recording for quality monitoring, API triggered (selective) and on-demand call recording options. With Praetorian you can digitally record and store agent-customer interactions to redundant hard drives, then instantly access and replay unlimited hours of call recordings directly from your desktop. It's that fast. It's that easy.
In addition to monitoring phone and data transactions,
a Praetorian Voice Recorder provides you with the resources to resolve customer disputes, comply with government and industry regulations, ensure quality performance, protect against liability and minimize risk.
Every HigherGround Fusion Series 7 system has a Praetorian Voice Recorder at its core. You can enhance your recording system and expand its functionality by adding additional HigherGround components such as the Mentor QA Suite™
and Telecom BI Suite™.
Features
Benefits
Instant Retrieval
Access and instantly replay recordings directly from your desktop. Email recordings with one click.
Real-Time Monitoring
Listen to calls as they occur. Last Call search function goes to the beginning of a call in the progress or checks the previous call of an agent who is not on the phone.
Voice and Report Archival
Unlimited storage for call recordings and critical data.
Control Tower
Centralized management with robust security controls. Single-point administrative control with user-defined privileges.
Digital Signature
Verify authenticity and ensure recordings are not tampered with or altered.
Monitor and evaluate for exceptional service
The Mentor Quality Assurance Suite™ adds agent evaluation and screen capture capabilities to your Fusion Series 7™ system and gives you the tools to monitor, evaluate and improve agent performance, identify low-skill areas and set benchmarks for agent productivity.
Recording and monitoring calls in conjunction with corresponding screen data allows you to have direct control over your contact center's performance. Mentor QA Suite™ provides the necessary tools to improve your agents' performance, and deliver quality service to your customers while presenting a consistent and accurate corporate message.
With the Mentor QA Suite, you will ensure that every customer has the best possible experience whenever they call your company.
Features
Benefits
Agent Evaluator
Detailed scoring cards and exception reports with user-defined categories and grading criteria. Use template grading forms or customize your own.
Screen Capture
Record workstation screen actions and replay in sync with voice recordings.
SERTAINTY™
From SER Solutions -
Automated quality assurance.
Retrieve or trigger calls using key phrases or phonetic word search.
Monet™: From
Left Bank Solutions -
Workforce management.
Forecast call volume and schedule personnel to improve service and reduce costs.
Reporting and analysis made easy
The Telecom BI Suite™ gives you access to the telecom business intelligence located in your organization by analyzing quantitative business and customer data. This HigherGround tool provides reporting, multi-dimensional analysis, usage accounting, enterprise network licensing, multi-site integration, centralized collection and the replication of voice and data.
True business intelligence and telecom data analysis enable managers to make educated decisions and develop targeted business strategies. This valuable information assists companies in evaluating their key performance indicators (KPIs) as well as improving their operations and bottom-line profitability.
Report Commander Pro™, a key component in the Telecom BI Suite™, is an intuitive database interface that integrates inputs from your PBX, CTI, ACD and other connections with customer enterprise data. Report Commander Pro offers multi-dimensional analytics through 3D graphs, detailed charts and executive summaries incorporating a layered architecture of data.
Features
Benefits
Data Connectors
Receive complex structured and unstructured data inputs from multiple sources such as PBX, CTI, ACD, enterprise databases, etc.
Report Commander Pro
Advanced enterprise interface. Generate interactive live reports and 3D graphs that allow users to "drill-down," "drill-up," "expand" "compress" data without running new queries.
Usage & Cost Accounting
Track and report on telestatistics productivity and performance verification
Enterprise Network Licensing
Provide reporting capabilities for multiple users on your LAN/WAN network without additional hardware.
Flex Seating
ACD or CTI integration tracks agents as they move from seat to seat; no matter where or when they sit.
The Praetorian Voice Recorder™ provides full-time liability recording, random recording for quality monitoring, API triggered (selective) and on-demand call recording options. With Praetorian you can digitally record and store agent-customer interactions to redundant hard drives, then instantly access and replay unlimited hours of call recordings directly from your desktop. It's that fast. It's that easy. 
The Mentor Quality Assurance Suite™ adds agent evaluation and screen capture capabilities to your Fusion Series 7™ system and gives you the tools to monitor, evaluate and improve agent performance, identify low-skill areas and set benchmarks for agent productivity.
The Telecom BI Suite™ gives you access to the telecom business intelligence located in your organization by analyzing quantitative business and customer data. This HigherGround tool provides reporting, multi-dimensional analysis, usage accounting, enterprise network licensing, multi-site integration, centralized collection and the replication of voice and data.