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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
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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.
www.cistera.comContact Us
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?
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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
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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
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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
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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
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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%
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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
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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
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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
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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
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AlertITScheduleITBroadcastITSecureIT
AlertIT ScheduleIT • BroadcastIT • SecureIT
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
AnalyzeIT AlertITRecordIT LMRconnectIT
Advancing public safety across the globe:
Government
Military
Schools
Airports
Hospitals
Events
Retail
Advancing public safety in hospitals
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AlertITScheduleITBroadcastITSecureIT
AlertIT ScheduleIT • BroadcastIT • SecureIT
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%
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AnalyzeIT AlertITRecordIT LMRconnectIT
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
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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
8 vCPU with 3600 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
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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
12 vCPU with 7200 MHzreservation
16 vCPU with 9600 MHzreservation
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