Supervisors can silently monitor call and screen activity in real-time for quality assurance – on-site or remotely. With one-way whisper functionality supervisors can assist agents during live calls offering real-time coaching.
Call analytics and live data dashboards integrate with multiple data sources to provide insights that increase efficiency and sales through customer loyalty, sentiment analysis, workforce management and training.
Capture and replay customer audio and screen recording interactions during agent training illustrating best and worst practices. Identify workforce management insights and training needs.
We support all internally recognized codecs used for Unified Communications: G711, G29, G21, G22
Cistera AlertIT provides a platform for immediate, automated, manual or scheduled broadcasts to defined zones on all devices including to first responders.
Connect teams across multiple sites for conference calls, transfer, pause, hold, resume. Contiguously record some or all conversations some or all of the time on all devices. We support enrypted recording in conjuction with Cisco UCF.
Cistera’s AlertIT solution creates a clear audit trail using screen capture and call recordings to help research and resolve and customer problems or complaints.
Support employee success with enhanced employee experiences and collaborations with Cistera desktop and mobile tools including live analytics and agent scorecard. Link success to rewards more meaningfully with Cistera.
Cistera Access Control can deliver RFID tracking systems, biometric access, visitor sign in, visitor wristband tracking, integrated time and attendance management, phone and Office 365 interconnectivity with single Microsoft sign on.
Cistera ensures compliance & protection against fraud and litigation by recording all interactions meeting most regulatory standards including PCI and HIPAA compliance.
Customer satisfaction and organization efficiency can be increased by matching resources with call volumes more accurately. Measure agent efficiency and success using score cards, sentiment analysis and analytics integration with sales results.