€¦ · field to all organizations through reduced costs, increased application integration,...

www.cistera.comContact Us

AlertITAnalyzeITRecordIT LMRconnectIT

MAXIMUM CALL CENTER COMPLIANCE

DRIVINGBUSINESSINTELLIGENCE

LMR UNIFIEDCOMMUNICATIONSINTEGRATION

Cistera is a leading business solutions provider

and developers of recording, broadcast and analytics applications

with broad integration compatibility.

We empower organizations to listen more effectively, delivering

deep business insights

for enhancing the customer experience,

increasing revenue, team training, optimizing

compliance and safety.

www.cistera.com

Corporate Executives

Greg RoyalFounder • CEO • CTO

Jim MillerPresident • CFO Operations Director

John NielsenVP Sales & Marketing

Kim Louis-PankeyMarketing Director

Linda ValentineFinancial Controller

Contact Us+1-866-965-8646

ADVANCINGPUBLIC SAFETY

EXPERT LISTENING

http://WWW.CISTERA.COM

mailto:sales%40cistera.com?subject=Capabilities%20Document%20Inquiry


mailto:jnielsen%40cistera.com?subject=Cistera%20capabilities%20document%20inquiry

https://www.linkedin.com/company-beta/40262

mailto:groyal%40cistera.com?subject=Cistera%20capabilities%20document%20inquiry

mailto:jmiller%40cistera.com?subject=Cistera%20capabilities%20document%20inquiry

mailto:klouis-pankey%40cistera.com?subject=Cistera%20capabilities%20document%20inquiry

mailto:lvalentine%40cistera.com?subject=Cistera%20capabilities%20document%20inquiry


We are all sold in the media on the idea that collaboration and innovation are large scale changes, where organizations advance through meaningful incremental change to aspects of your business that impact your ability to generate revenue and advance customer engagement. At the same time, it we need to achieve this, doing more with less. It sometime sounds like fat free yogurt…. We believe that listening to your customer, means a lot more than simply asking them, it means observing what and how they interact with your organization and the various touch points, then making that interaction meaningful to the customer and to those that are responsible in effecting positive change. Did you know that 80% of customers prefer phone support over online support? (Need Attribution), That simple fact can yield some simple observations about your customers and their need; the desire to be listened to. We have all been in the situation where I kept getting

asked for my account number from numerous people in the same organization, or that person is away so you need to tell me over again, or “No we changed the order weeks ago”. Cloud technology is bringing a level playing field to all organizations through reduced costs, increased application integration, reliability and flexibility, delivering enterprise capability to the smallest of businesses that really want to change their business for the better. Cistera technology makes business more effective listeners to not only what they say, but what they do. Here at Cistera we are looking forward to learning stories about how you effect change in your business, and how you can implement our view of listening hard using Cistera as the eyes and ears of your business.

Greg RoyalFounder, CEO, CTO

EXECUTIVE VIEWOur goals: Increase revenue for our clients, enhance their customer trust, elevate employee engagement, maximize efficiency and protect them from litigation and public threats.




Unified communication recording, intelligence and alertsfor your entire organization

The Cistera Suite records information that provides valuable insights for any organization, industry or department that is interested in deeply listening to their customers, teams and markets to increase effectiveness, compliance or safety.

Human Resource Departments

Extract data that identifies workforce management and

training needs Training Managers, Team

Managers and Supervisors Enhanced training capabilities including live call intervention

and team ‘whispers’

EmployeesEnhanced employee experiences, engagement and motivation with

desktop tools and live data

Marketing and Sales Teams

Identify insights and new business opportunities as well as monitor at

risk sales

Contact CenterTeams

Coordinate information using desktop tools and

CRM records

Product Development and Research Teams

Cistera data provides key insights into the wants and needs of your

customers for more efficient product development

IT DepartmentsCistera integrates with existing

networks giving you control, reliability and security - via the

cloud of on-site server

Management and Finance Teams

Develop enhanced data driven insights increasing efficiency,

revenue and security

How can Cistera help your department?




AnalyzeIT SearchITReportIT AlertIT

ScheduleITBroadcastITSecureIT

AnalyzeITCistera integrates with Microsoft Power BI, dynamic analytics and reporting tools, giving your organization the ability to generate customized reports and analysis to share insights

SearchITQuickly find calls by customizing search fields to group calls into user-defined keyword categories

ReportITIntegrate Cistera reports with your Microsoft Power BI reporting to access live data from anywhere on any device Facilitate better, faster decision making with all your IP and LMR recording data integrated into your analytics and reporting

AlertITCistera can integrate with IP phones, analog phones, 2-way radios, overhead speakers and other devices to send both scheduled and emergency alerts

ScheduleITSchedule predefined broadcasts and alerts on a pre-set schedule

BroadcastITSend manual or keyword generated broadcasts to pre-designated IP phones, 2-way radios, overhead paging and external pagers

SecureITCistera has Approval to Operate (ATO) in sensitive networks meeting HIPAA requirements and PCI payment gateway compliance

DATA SHEET

RecordIT CaptureITMonitorIT

RecordITConfigure Cistera’s RecordIT to meet your organization’s needs and policies. Choose to record some or all calls on all devices 100% of the time, generating BIG DATA APIs

CaptureITCapture conversations and desktop activity identifying business performance insights as well as generating keyword data points and alerts

MonitorITMonitorIT provides supervisors and management with a set of on-site and remote tools for live intervention, training andevaluation to enhance both customer and team experiences

DATA SHEET DATA SHEET

Expert listening delivered via the cloud or on-site server

LMRconnectIT LMRrecordITLMRconnectIT

LMRconnectITLMRconnectIT integrates radio communications into existing Unified Communications platforms

LMRrecordIT

LMRrecordIT brings all of the features of Cistera’s RecordIT to LMR networks including capturing and monitoring capabilities across LMR devices

LMRconnectITBridge across multiple agencies and between IP, analog, mobile phones and 2-way radios, integrating into the entire Unified Communications IP network with one-click administration

DATA SHEET




The current economic reality is one of increased competition with highly informed customers that demand high value at the best prices.

Customer experience is the single biggest differentiator

for businesses

By harnessing Cistera recording, reporting and analytics technology, our clients have an edge in business intelligence, compliance and quality assurance.

For over two decades Cistera has been developing ground breaking solutions for global organizations

across most industries. Delivered via the cloud or an on-site server, both

out-of-the-box and customized solutions are available.

RecordITCaptureITMonitorIT

How can expert listening improve your organization?

Training Insights and Tools

Efficiency Improvement

Safety Alerts

Regulatory Compliance

Product Development

Insights

Marketing Insights

Sales Insights

Team Supervision

Employee Engagement

Entire teamCapture - LMR

Legal Risk Management

Big Data Analysis

Business performance insights and compliance




RecordIT

RecordIT

CaptureIT

Reliable recording transcription for compliance, transaction verification and legal protection

Choose to record some or all calls in a pre-defined group, department or coll center team

Multi-level permissions by access PIN for data and playback from phones and web browsers

Record ACD, PABX, Mobile and LMR device calls - integrated on your customized data dashboard with Cistera ReportIT

100% Cloud based for access anywhere, on-site server if required - read more>

Personalized desktop experience for each user, agents, supervisors, managers, various departments and senior executives

Agents can be grouped by department, team, skill level or location

Call filter technology identifies and removes sensitive data such as credit card numbers or other pre-defined criteria

Filter customer feedback with pre-defined keywords for agent evaluation and marketing

Capture threatening calls with keyword filtering to enhance security, assist in resolving disputes or to assist law enforcement

Provides a feedback loop that automates compliance and audit functions

Store data securely meeting ATO, HIPAA and PCI regulations with Cistera SecureIT

Voice recording and screen capture on all workstations and screen resolutions, undetectable to agents

Enhance agent experience and close rate with live data and prompts

Agents can dictate important notes, ideas or ‘to do’ items: Dictated audio files can be shared by email

Attach files to a problem ticket, save them with account information to share

Capture and replay customer interactions during agent training

,

,

Cistera provided acost-effective system to improve our every day communicationcapabilities and alsoensures that if the need arises, we’llbe better prepared to react in a dangerous situationDarrell Maxey

Birdville Independent School District

of customers prefer phone support over

online support!

80%

CaptureIT • MonitorIT

CaptureITMonitorIT

Helping organizations to become expert listeners




MonitorIT Supervisors can silently monitor monitor call and screen activity in real-time for quality assurance - on-site or remotely

With one-way whisper functionality supervisors can assist agents on an as-needed basis during live calls offering real-time coaching

Monitoring can be randomized or based on any number of variables including agents, supervisors or time-of-day

Monitoring can be web-based or via standard IP extensions, or even from analog or cell phones

Evaluation recordings can be randomly selected for both inbound and outbound sessions

Agents can access personal results, supervisors can access results based on customized permission criteria

RecordIT CaptureIT • MonitorIT

RecordIT

AnalyzeIT AlertITRecordIT LMRconnectIT

In the heavily regulated healthcare, banking and finance industries, The Cistera Suite ensures compliance and protection

against fraud and litigation by recording all interactions meeting most regulatory standards including PCI and HIPAA compliance. We provide easy search functionality and secure archiving so that you have what you want when you want it.

CaptureITMonitorIT

Compliance protection and management

Compliance and technology partners




Fully integrating LMR into Unified Communications platforms

LMRconnectIT incorporates the essential capabilities

of continuous recording, live monitoring and

reporting delivering robust compliance and quality

assurance.

Bringing LMR into the UC Cloud

Cistera’s LMRConnectIT bridges frequencies across

a wide spectrum. For example, it can bridge VHF

(very high frequency) and UHF (ultra-high frequency)

to become one large networked frequency. Cistera’s

LMRconnectIT can bridge wide-area networks

into a single channel offering the unique option

to converge a multiple 2-way radio system with a

Unified Communications platform providing a full

capture mechanism to support quality assurance

and compliance requirements.

Listening, recording and alerting throughout your entire organization.

Cistera’s LMRconnectIT integrates your land mobile radio (LMR) environment into

your Unified Communications platform

Different public safety departments can merge radio networks and as needed, record any or all conversations. In

a crisis, various emergency first responder departments have the ability to communicate and unify action plans.

System administrators can rapidly bridge channels, in a few keystrokes, for an emergency then return them to

their original state afterwards.

Why is bridging so important?

LMRrecordITLMRconnectITLMRconnectIT

LMRconnectIT LMRrecordIT

of Cistera clients reported increased efficiency within 12 months of installing

The Cistera Suite

74%




LMRconnectIT Complete radio interoperability, continuous recording, live monitoring and reporting

Bridging between IP, Analog, Mobile Phones and 2-Way Radios

Record multiple channels on a single hardware platform

Recordings easily downloadable for training and compliance

Permission-based access limits downloads of wav files by authorized users

Multiple Channel Bridging between agencies - on-site and remotely - 10 channels per group

System Administrators can bridge quickly between agencies then return to original

configuration in seconds

Bridge VHF (very high frequency) and UHF (ultra-high frequency) to become one large

networked frequency

Management controls ensure hard disk space is always available

Multi-cast recording and conferencing over local and wide area networks

Can be integrated directly into 911 emergency calls for real time security response

Call slice - share a snippet of call with other users

Tone insertion - add tones to signify call recording - required in certain jurisdictions

Manually or automatically tag calls based on pre-determined criteria

All of the features of Cistera RecordIT

Easy integration into Cistera’s AlertIT - event alerting and notification solution

Comprehensive reporting tools with Cistera AnalyzeIT

LMR UC integration across the globe:

Federal, State and Local Government

Defense Department

First Responders, Police, Fire and Hospital Campuses

Colleges and High Schools

Energy Resources

Manufacturing

Stadiums & Events

LMRconnectITLMRrecordITLMRconnectIT

LMRconnectIT LMRrecordIT

Listening, recording and alerting throughout your entire organization




AnalyzeITReportITSearchIT

Our team of business communications specialists

work closely with our clients to customize the

integration and organization of recorded data

reporting. We ensure that you can:

- Find the data that you want

- When you need it

- Live on every device

Our goal is to drive and protect revenue through

enhanced customer experiences, team engagement,

training and compliance.

The Cistera Suite integrates with your Microsoft Power BI platform creating unlimited listening and analytical opportunities.

All key data can be aggregated providing offering a 360o view of your organization available on all devices.

Driving business intelligence

Business communications specialists

Your Cistera business communication specialist,

will begin by listening to your business objectives

and align these with your recording network

architecture. Your objectives will be translated into

insight gathering tasks that can extract data from

all customer interactions including LMR device

communication networks.

Insights are achieved through live monitoring,

automated monitoring alerts, agent screen grabs,

intelligent random evaluations, customer feedback

and grouped data aggregated on customized

analytics dashboards within Microsoft Power BI.

AnalyzeIT ReportIT • SearchIT

Microsoft Power BI analytics integration




AnalyzeITReportITSearchIT

AnalyzeIT ReportIT • SearchIT

of clients report their decision

making is faster since integrating The Cistera Suite

72%

Make better decisions in less time

ReportIT

ReportIT is a web based reporting application with embeddable API

Schedule reports leveraging calendar or cron based trigger delivered to dashboards or email

Live analytics dashboards and manual export in multiple formats: HTML, PDF, CSV, XLS & API

Tag calls for training or performance evaluation reporting

Increase agent efficiency with agent time management reports

Decrease call volume forecasting time with customized agent management reports

Increase customer satisfaction and organization efficiency by matching resources with call volumes more accurately

Enhance agent experience with easy to use dashboards that provide tools for agent success

Agent supervisor dashboard providing live time information and alerts

Pre-integrated OLAP Analysis capabilities such as single click drill through to detail and pivoting/swapping of axis

SearchIT

Record and search within all calls or in pre-defined groups

Search for event markers including dates, times, call duration and keyword groups

Sensitive information data cleansing including credit card and address data

Tag and locate agent calls and screen grabs illustrating best and worst practice for training

Evaluation data search by keyword, team or individual

Easily locate evaluation metrics for individuals, teams and customers

Export and share data with individuals, teams or via Microsoft Power BI API

,

,

The Cistera Suite delivers definite advantages. Sincewe deal with so many large organizations, including hospitals and insurance companies, detailed data ensures the efficiency of our medical and billing processes.”Bob Carver

IT Director, AirMed




AlertITScheduleITBroadcastITSecureIT

AlertIT ScheduleIT • BroadcastIT • SecureIT

Cistera AlertIT provides a platform for immediate, automated, manual or scheduled broadcasts to defined zones on all devices including first

responders

Incomingemergencies and threats

Scheduled alerts

Automatedalerts

Ad hoc bridging between security and first responder departments

Deployed to IP phones, email, 2-way radios, mobile phones and pagers

Alerts auto or manually deployed by your admin via the cloud or server

Cistera AlertIT secures and informs public facilities across the globe

AlertIT is a feature rich tool for alerting and scheduling within

public facilities. Incoming information can be automatically

filtered via keyword criteria generating programmed alerts.

Alerts can also be deployed manually or on a schedule to an

entire organization or selected zones.

Key benefits:

• Configuration tailored to your organization

• User friendly interface for your team to update

• Intuitive cloud based message template manager

• Ad hoc bridging for inter-department coordination

Advancing public safety - on campus

Manual alert deployment






BroadcastITGenerate mass emergency messages, saving time and improving campus and public safety

Eliminate manual dialing and improve efficiency with automated redialing

One-button panic delivery, allowing identification of where the broadcast was initiated

Integration with RecordIT for automatic 911 recording

Ability to send a broadcast message that locks down a section or the entire facility in an emergency

Integrated overhead paging

Soft key configurations for one-button paging

One-button intercom capabilities

Flexible group administration

Intuitive, web-based template manager for creating messages

Forced code authorization for secure access

Send and receipt record logging

Configurable forced acknowledgment receipt

PSTN Panic capability ensures automated delivery of messages until all recipients have acknowledged receipt

PSTN Paging allows remote access for broadcasting pages

Optional zone controller hardware - allowing integration of IP Phones and IP Speakers with legacy paging systems


Advancing public safety across the globe:

Government

Military

Schools

Airports

Hospitals

Events

Retail

Advancing public safety in hospitals






ScheduleIT

Schedule single or multiple notifications directly from your web browser

Airport baggage announcements, school bells, train scheduling announcements, shift changes, emergency reminders

Easily Integrate existing legacy overhead paging systems to allow for traditional bell ringing

Music over your existing PA or intercom system

Announcements for public events

Play any standard audio file (WAV or MP3)

Record messages for later playback

Configure zones creating groups that include both overhead speakers and IP Phones

Integrate legacy paging systems and IP phones

SecureIT

The Cistera Suite is based on Enterprise Linux LTS. A highly tolerant and secure implementation of the advanced server operating system. It includes a virtualization engine, high speed enterprise database, SIP media engine and Cistera administration components.

Secure user roles and permissions are tailored to your organization

Secure important information by account or group

Cleanse sensitive data including credit card information

Forced code authorization for Cistera ALertIT features

HIPAA, PCI and ATO compliant

Successfully securing client data globally for over 2 decades

Advancing airport safety

,

,

Not only does The Cistera Suite enable us to coordinate and linkradio traffic throughout the district, we have found in some cases we were able to use Cisco phones instead of adding expensive radios in stationary sites.Garry BroecklingChief Technology Officer The District of Squamish

of clients say speech analytics improve

agent performance and close rate

71%





Our broad network of data centers, ensure that servers remain live and unaffected by weather events

Cistera On-Site ServerNot ready to move to the Cloud? Cistera has been delivering hardware and software on-site solutions for over two decades. Cistera Recording and Broadcast Solutions can be implemented on an Cistera provided VM Server or a Customer provided VMWare or Hyper-V server. Control and manage all compliance requirements and software updates in-house.

Cistera CloudThe Cistera Suite for cloud delivery was developed to provide our clients with increased accessibility without compromising on a single feature. Cistera Cloud ensures uptime, reliability and complete scalability without costly IT investment.

We offer connection to our nationwide subscriber network of data centers which are subject to continual audit to ensure security and compliance.

Expert listening and alerting delivered via the cloud or on-site server




The Cistera Suite works in conjunction with Cisco Call Manager IP telephony systems

Each option noted has an associated Virtual Deployment Model number (VDM) noted as CCS -XXXX

vSphere 6 is required. If you have a down-rev ESXi version, please upgrade prior to scheduling a Cistera installation or software

When running mission-critical applications such as RecordIT and AlertIT, it is recommended that Cistera be provided with it’s own server and dedicated resources

It is recommended that Cistera not be co-resident on a server with applications such as Cisco UCM

When performing an installation of The Cistera Suite on a Cisco UCS VM Server – the proper configurations must be enabled based on the table below. If the configuration does not match the requirements for the CCS selection – the installation will not complete successfully

Installation of The Cistera Suite onto a VM Server requires remote access by the Cistera team

Cistera Virtual Deployment Server Specifications for Cisco UCS and Hyper V

Actual VM Requirements may vary depending on the mix of Cistera applications and Licenses deployed within a given installation. Your Cistera Certified Partner along with Cistera’s Pre-Sales Engineering team will assist you with determining if any changes to these basic guidelines are required for optimal performance.

VDM - CCS 1051Single Recording Application,limited to up to 25 concurrent

recordings - may includeBroadcast up to 100 endpoints

VDM - CCS 1651Up to 2 Recording Applications

Ideal for <50 concurrent recording sessions – may include Broadcast up to 500 endpoints

Minimum ESXi Version 6.0 or higher is requiredVMWare

Environment

CPU

MInimum Memory

Storage Capacity

Disk 2 Threshhold

Network

2 vCPU with 1200 MHzreservation


4GB with 2 GB reservation 6GB with 4 GB reservation

Disk: 1 - 500 GB disk, Disk: 2 – See Disk 2 Threshold Requirements

Disk capacity requirements are noted in Table 3. This value must be setat the time of installation.

VMXNET 3 – (dependent on the version of ESXi running) For recording applications using SPAN - a second physical NIC in the host set as a SPAN destination port from the switch will have to be added

and a second NIC on the guest using that network as eth1.

Windows Server 2016Hyper-VEnvironment




Cistera Virtual Deployment Server Specifications for Cisco UCS

VDM - CCS 2651Ideal for 2 recording applications

– up to 100 ConcurrentRecordings, may include

Broadcast up to 1000 endpoints

VDM - CCS 5651VDM - CCS Custom VM All

Cistera Recording Applications – concurrent recordings limited by

total available vCPU resources Broadcast limitation based on

subscription capability

Minimum ESXi Version 6VMWareVersion

CPU

MInimum Memory

Storage Capacity

Disk 2 Threshhold

Network



16 vCPU with 9600 MHz 16GB with 12 GB reservation

Disk: 1 - 500 GB disk, Disk: 2 – See Disk 2 Threshold Requirements

Disk capacity requirements are noted in Table 3. This value must be setat the time of installation.

VMXNET 3 – (dependent on the version of ESXi running) For recording applications using SPAN - a second physical NIC in the host set as a SPAN destination port from the switch will have to be added

and a second NIC on the guest using that network as eth1.

Large to Enterprise Corporations

Threshold Requirements - minimum required allocation of storageDisk Space allocation is based on the following criteria. The following numbers represent one year of onlinestorage based on moderate to full use of the recording licenses:

1) 1 Megabyte per recorded call minute 3. Length of time the call recordings are retained on the server2) Minimum allocation increment is 1 GB 4. This does not take into account any offloading of recordings or screen shots to secondary storage

Recording License Count Disk 2 Threshold

10-50 500GB

51-100 1TB

101-250 2TB

251-500 4TB

>500 >8TB

The Cistera Suite works in conjunction with Cisco Call Manager IP telephony systems



€¦ · field to all organizations through reduced costs, increased application integration,...

Documents