Contact Center Solutions Featured Article

Castel Detect's New Version to Have Customizable Audit Console Feature

January 07, 2014

Castel Communications, LLC, a company that provides call center solutions, recently announced that the next version of its Castel Detect Voice and Speech Analysis Solution will be loaded with a customizable audit console feature. By providing intelligent information to management right at the close of the conversation, the audit console feature improves the evaluation, coaching and auditing.


The new version of Castel Detect Voice and Speech Analysis Solution will monitor and detect words, phrases, emotions and talkover and provide immediate voice analysis to agents and management teams. The user will be able to create and score multiple audit profiles as well as review, listen to, comment upon and add call and event disposition coding.

The management team can see live analysis of every call while the call is still in progress. Issues and risks are identified immediately and management can intercede on calls requiring their attention while customer is still on the call. This latest version of Castel Detect is slated to be rolled out to existing customers starting in Q1.

"Customers are looking forward to our easy-to-use and customizable audit reporting capabilities that support their needs to communicate with and share the results of their business and best practices with their immediate clients and regulatory bodies,” said John Ripa, Castel's COO, in a press release. "Using profiles, customers can create and edit their own scoring criteria as needed."

Recently, Castel announced that Detect has been selected by GC Services Limited Partnership, a business process outsourcing provider. GC installed the solution in its network of call centers during the 4th quarter of 2013. Castel Detect provides interactive and intelligent communication insight for policies and procedures, training, monitoring and corrective action. With its advanced technology, the solution helps call centers avoid incidents of customer dissatisfaction, non-compliance, liability exposure and more. 




Edited by Cassandra Tucker



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