Castel Launches Real Time Voice Analysis Technology

Castel Communications, LLC, a leading supplier of contact management solutions to global companies, today rolled out its cutting-edge application providing users the ability to view real-time emotion analysis of customer/agent phone interactions and take action while call is active.

The business determines which emotions and at what levels (how often and duration of emotion event) Castel Detect™ will monitor. Agents easily see their emotion levels versus that of their customer on their desktops and proactively respond to best manage the call. Should emotion levels cross over business thresholds, management is alerted through visual and audio notification. At this point management may monitor, coach and even barge in on the call. The solution is also capable of learning characteristics in calls for detection in future calls. The solution is scalable and may be implemented in contact centers of any size. Pricing for Castel Detect™ is approximately $500 – $700 per license.

“Castel Detect™ is a game changer for the contact center industry,” said Rachid Cheaib, Castel’s CEO. “Providing businesses with the ability to identify risks and provide a proactive resolution to the customer before the call ends is instrumental in achieving best-in-class customer service and protecting brand value.” Castel Detect™ provides immediate ROI for a business focused upon reducing customer complaints. Also capable of reducing business liability exposure, agents see visual reminders while on the call. For example management may choose to remind agents to state mini miranda rights, or provide to customer a “what’s in it for you statement” during call.

Cheaib adds, “The application brings tremendous value to any environment employing a customer service team, from help desks to telemarketing. In the example of a collection agency environment, the client who has hired the agency to collect on their behalf can now listen to any call in real time. No longer does a bank’s quality assurance team have to wait for post-call analysis from its agency to appreciate the level of service provided to customers. Castel Detect™ provides the ability for the bank’s remote team to monitor business in real time, and receive objective, consistent reporting quickly and easily. Prevention, quality process measuring and behavior modification are what Castel Detect™ delivers…in real time.”

Castel Communications, LLC is well known for its best-in-industry predictive dialer Castel Predict™, part of the Castel Connects® suite, providing 100% accurate answer detection 100% of the time. Headquartered in Buffalo, N.Y., Castel Communications, LLC is a market leader in delivering cutting-edge product solutions for leading financial institutions, collection agencies and telemarketing organizations across the globe.