DescriptionFounded in 1973, HigherGround, Inc. is a pioneer and provider of call recording and call management solutions in the contact center, CRM (Customer Relationship Management) and telecommunications industries.
Since its inception as a telecommunications consulting firm dedicated to helping organizations design and manage their telecommunications systems, HigherGround (formerly known as Communication Advice & Design) has successfully transitioned from consulting to providing software and turnkey hardware solutions. Today, HigherGround works with numerous Fortune 1000 companies and other industry-leading businesses to improve human resource utilization, reduce workload, increase customer service efficiency, decrease the costs associated with telecommunications systems, and most importantly, add sustained value to the entire process of customer relationship management.
Although focused on CRM, HigherGround differentiates itself from others in the contact center market by promoting its recording and telecommunications management solutions as means for organizations to better manage the customer contact process through superior resource management. It's a value-add to CRM that can be easily and seamlessly integrated. While the company agrees that the ultimate goal is to achieve excellence in customer service and to foster relationships that improve the quality of customer interaction, HigherGround is focused on the basics of leveraging current telecom resources and intellectual capital.
HigherGround's seasoned management team brings a breadth of experience in business, telecommunications, consulting, technology and service to a market that continues to look for new ways of achieving economies of scale while providing the utmost in customer care and service to its constituents. Managing and monitoring telecommunications and contact center resources is no trivial task and, for many businesses and organizations, is among the top priorities to increasing revenues and achieving profitability.
Today, the company's very deep client roster list boasts well-known and established entities such as financial services giants Fidelity Federal, Charles Schwab & Co., American State Bank and Imperial Credit; transportation companies Continental Airlines, Burlington Northern Santa Fe Railway and Dallas Area Rapid Transit (DART); manufacturing firms Miller Brewing Company, NCR and UNOCAL; medical organizations American Red Cross, St. Vincent's Medical Center and Parkland Hospital; insurance providers Medical Mutual of Ohio, Federated Capital Corp. and California Indemnity; entertainment and media luminaries Time Warner, William Morris Agency and J. Paul Getty Trust; retail outlets Navy Exchange and Todd Pipe; publishers Los Angeles Times, The Daily News (Los Angeles) and Peterson Publishing (E-Map); higher education establishments California State University (Hayward) and Southern Methodist University; and government agencies Los Angeles Department of Water and Power, United States Air Force, City of San Antonio and more than 100 police, sheriff and fire departments.
