About Us
Our History
HigherGround began as a consulting company in 1973. Its initial focus was telecommunications software for consultants following the Modified Final Judgment of 1984, which broke up the AT&T monopoly. The software continued to evolve into call accounting and billing solutions, and the company incorporated as Communication Advice and Design. Eventually, the company partnered with Magnasync to automate the stopping and starting of reel-to-reel recorders to protect attorney-client privilege in prisons. The company went on to design its first reporting tool in 1996 as well as its first recording product.
Today, HigherGround offers two digital call recording software solutions – Capture911 and Calibre. Flexible integration, high reliability, customizability, ease of use, and responsive customer service make our solutions the preferred choice for mission-critical emergency dispatch communications and contact center quality assurance.
“ We continue to evolve as a company to meet market changes and demands. We went from logging to recording and from recording to integrating data. And we are not done yet.
Looking forward, we are evolving into interaction storage and analytics to meet the ever increasing demand for data collection and analytics. ”
- Terry Ryan, CEO
Our Purpose
HigherGround understands the importance of recording telecommunication and radio interactions for small to enterprise organizations. Whether you need incident reconstruction or quality audit tools to improve customer service, our goal is to provide a reliable, right-fit solution to optimize your workflow and minimize costs.
Our solutions comprise not only leading-edge software that empowers your organization but also customer support to ensure that your system is operating at the highest level for your organization. We value our customers, and we provide the support you need to facilitate the maximum benefit from your system.
At HigherGround we continually incorporate technology changes to meet the demands of new trends. By supporting our customers, we gain an understanding of their current and future needs, which enables us to deliver the advanced solutions our customers expect.
Who We Work With
Our products exist to enrich our customers’ business operations and to make their lives easier. The way our company has kept its stability and its good name in the business community for so long is by backing those products with the best service possible.
Replay Systems is one of the largest and most experienced distributors of leading call recording solutions and associated technologies. Our focus is to provide businesses with custom voice and data recording solutions from one of our award-winning partners at a competitive price. Replay provides turn-key solutions, including pre and post installation project management, on-site installation, user training, and warranty support from factory trained certified engineers 24 hours a day, 7 days a week!
Since 1959, Commercial Electronics Corp. has delivered exceptional service and innovative technology. Today, we meet our customers’ evolving needs in Public Safety, Contact Centers, and Interview Rooms by providing intelligent and intuitive recording solutions nationwide.
What Customers are Saying
“Calibre made my job easier, and it enables us do a lot more than we could before. What used to take four hours to pull a 7-minute call can now be done almost instantly. We can filter by station, date, time, position, and screen capture. At first, I wasn’t sure that Screen Capture was necessary, but it really helps to solidify any issues with my agents, and I wouldn’t be without it.”
- Gregg Aguilar
Communications Supervisor
University of New Mexico Hospital
“The product just works, as promised, without any drama. The Real-Time Monitoring feature, as an example, is a major priority for us. And Screen Capture allows us to capture additional critical information for incident reconstruction and troubleshoot areas of concerns regarding how calls are dispatched.”
- Patti Kelly
Director
Whitcom Consolidated Regional
Communications Center
“We are heavily dependent on the capabilities provided by the HigherGround solution.
The screen capture feature is wonderful. It has added eyes to our ears. We can now see what agents are doing on their computer screens at any point in a call. It’s almost like sitting next to the agent when a historical quality audit
is done.”
- Sheila Cook-Dolciame, RN, MSN, CNS
Director of Call Center Operations
Parkland Health & Hospital System
Executive Team
Terry Ryan, CEO and President
Terry Ryan crafts and executes the company's vision and business plan, focusing on organizational and business development activities. Prior to becoming CEO and President, Ryan served as the company's Chief Operating Officer. Before joining HigherGround in 1997, he was the National Sales Manager for Hydraulics International. Ryan's extensive technology background and experience also includes service in the United States Air Force as the Lead Mechanical Support Engineer for the C-17 program, the Joint Service Test Manager for a Classified Missile Development Program and a Project Engineer for several classified computer programs.
Mike Halliwell, Vice President, Sales
Mike Halliwell is responsible for the development of the organization’s sales strategies, sales management and revenue in all vertical markets and brings more than 26 years of Sales and Management experience within the telecommunications industry. Prior to taking on the Role of Vice President Sales, Halliwell was a Regional Sales Manager and Director of Enterprise Sales for HigherGround. Halliwell brings years of industry experience to his position via sales roles with Witness Systems, Teknekron Infoswitch (e-talk), and Telecorp Products. Mike specializes in the command & control and contact center industry and has participated in numerous industry events, tradeshows, and speaking engagements on best practices.
Ric Cahak, Vice President, Technology
Ric Cahak leads HigherGround's service and support operations and oversees the development of new products and technological advancements. His main responsibility is to manage the interaction between the company and its customers as it pertains to actual service and feedback that will lead to new product improvements. Before joining HigherGround, Cahak spent 12 years with AT&T as both Manager of Operator Services and as Sales Manager, and eight years with the William Morris Agency as the company's Telecommunications Director.
Tom Goodwin, Vice President, Marketing
Tom Goodwin is responsible for HigherGround’s marketing and product management activities. He leads branding, messaging, Go To Market strategies, product marketing, and strategic product direction. Prior to taking the role of Vice President, Marketing, he ran his own marketing/management consulting business for start-ups and SMBs. He also brings over 25 years of deep marketing and international experience from Alcatel-Lucent and Lucent Technologies. Tom has been an industry thought leader speaking at worldwide industry events and tradeshows.
Contracts
ID 3-19-70-3079A
HIGHERGROUND
CAPABILITY STATEMENT
