Intelligent Enterprise

HigherGround, which provides data collection, call recording, and business intelligence software for call centers, has selected New Zealand-based contact center training systems vendor TalkTactics as the "HigherGround partner offering of choice" for web-based training courses and training follow-up evaluation solutions.

HigherGround will represent two TalkTactics solutions in North America: Agent-e, a web-based agent coaching and evaluation tool, and The TalkTactics Training Engine, customizable classroom training software. Agent-e evaluates and reports on voice communications, allowing users to grade agents on a complete range of staff competencies such as web chat, e-mail, and written correspondence. The TalkTactics Training Engine offers more than 50 skill set development modules that can be mixed and matched by users.

TalkTactics will resell HigherGround's Fusion Series 7TM line of call recording and reporting solutions in the Australasia. The Fusion Series 7 will incorporate TalkTactics' Agent-e.