Record calls whenever you want- continually, periodically or on demand.
Replay calls at your convenience and score them with flexible tools - directly from the desktop.
Capture and analyze call data to spot and eliminate existing and potential agent problems.

Add optional modules to record and replay agent computer screens in synch with voice recordings for a complete picture of every call.
HigherGround Mentor records calls to a hard drive, not to tape, making call recordings easier to find, manage and transport than ever before. Its centralized management tools let you control access to recordings and data, even across multiple sites, from a single management console. Mentor is backed by the most comprehensive, proactive support in the business. Over 150 built-in system and network alarms alert HigherGround to suspicious activity and potential problems so we can detect and resolve software and even hardware problems before you know they have occurred. It is simply the most efficient, effective and reliable solution for improving call agent performance and for making sure every customer's phone experience is the best it can be.

Better for your managers. Better for your agents. Better for your customers.

Review calls at your convenience. Evaluate more agent calls — whenever you want. Give your agents the feedback, targeted training, and even real-time assistance they need to do their jobs more effectively. And most important, you'll take a huge step toward ensuring that every customer has the best possible experience whenever they call your company.

Mentor consists of six components:

Voice Recorder
Automatic scheduled call recording.

Schedule automatic recordings or record on demand.
Record calls on central, redundant hard drives: Store thousands of hours of calls. (Tape and DVD archiving also available.)
Optional hardware-based recording: A cost-effective, distributed recording solution for smaller companies or call centers.
Agent Evaluator
Tools for scoring agent calls whenever and however you want.

Define your own grading criteria: Start with one of our ready-made grading forms, or customize your own.
Score at your convenience: Score agent performance on live or recorded calls.
Support multiple scorers: Allow multiple managers to score a single call using the same or varied criteria.
Attach scores to any recording: Scoring data is included among searchable fields.
Integrate with other HigherGround modules: Use with optional Screen Capture module to score recordings in synch with screen activity.
Query reports with only the information you need: Report on multiple criteria down to detail level (question, category, form) or on higher level criteria such as department, agent group, etc.
Voice Archiver

Virtually unlimited storage for call recordings.

Archive to removable hard drives: Save space, retrieval time and money by archiving to reliable, removable hard drives. Condense an entire room full of tape recordings to a single server rack. (Tape and DVD archiving also available.)
Search archives based on any criteria, from the desktop: Search archives just as you search recent recordings — no more trips to the tape room or listening to tape after tape.
Get virtually unlimited storage capacity: Archive more than one million hours of call recordings.
Report Commander
Instant call retrieval.

Find any call instantly with the integrated Report Commander: Use the Report Commander — the heart of our unique recording and retrieval solution — to find any call recording from the desktop based on originating/receiving phone number, agent name or ID, account code, customer name, call length — even annotations and scoring data.
Route call recordings via e-mail: Attach call recordings (.WAV format) to e-mail for easy distribution and for faster dispute resolutions.
Right-click to play or annotate recordings from any workstation.
Integrate with customer databases to search additional fields (account number, customer name), allocate expenses to account codes, analyze disputes across customers and calculate vertical market metrics.
Control Tower
Simplified, centralized management and security control.

Single-point of control: Monitor system, manage recordings, retrieve data, set and manage user privileges from a designated workstation.
Control scoring and recording permissions: Delegate and control who can create, edit and use scoring forms, as well as who can make and playback recordings.
Audit usage: Access a complete log of scoring, recording, retrieval and other system activity.
Multi-site management: Manage all sites from a single networked location or remotely via an Internet or dial-in connection.
Open architecture: Works with standard hardware, system software, media players, e-mail and enterprise applications.
Client Support
Proactive, "wired" customer care that's unmatched in the industry.