Castel Gives Sneak Peek to the Future of Voice and Speech Analysis

Castel Communications, LLC has begun giving sneak peeks into the future of its voice and speech analysis solution with a first look at the next version Castel Detect™. In response to current customers looking to build stronger compliance management systems within their organizations, the next version of Castel Detect introduces a completely new way for call centers to optimize existing business intelligence and influence live customer interactions. Call centers will be able to tap into their existing customer data and combine that information with live emotions, words and phrase analysis to provide helpful suggestions to agents and managers while calls are still occurring.

“With the latest technology we’ve assembled, the next version of Castel Detect will be instrumental in assisting call centers in the identification of their live business and customer risks,” said John Ripa, Castel’s COO. “Additionally, collection agencies will have significant insight into monitoring and corrective action of policies and procedures under their compliance program.” The Consumer Financial Protection Bureau is asking agencies to demonstrate the ability to proactively self-assess and demonstrate that compliance and risk management programs are successfully achieving expectations. As Castel Detect can be integrated into a business’ existing applications, it helps to provide a compliance process that is day-to-day and self-identified.

Engineered around a customizable environment, the solution features the ability to post specific messages to the agent to help him through the call. The analysis of emotion, word and phrase data is reviewed in real-time and triggers the solution to pull additional data from a business’ other applications. Each of these pieces of data builds an expression that is either ‘true’ or ‘false’ thus resulting in an event that alerts the agent, or manager that a specific action should be taken. Built for the call center industry, this new version of Castel Detect™ provides interactive and intelligent communication insight to policies and procedures, training, monitoring and corrective action.

Built for the call center industry, this new version of Castel Detect provides interactive and intelligent communication insight to policies and procedures, training, monitoring and corrective action. General availability of this next version of Castel Detect is Q1 2014. To learn more and see a LIVE demonstration of Castel Detect, go to www.castel.com or call 800.657.8215.

Headquartered in Buffalo, NY, Castel Communications, LLC is a market leader in delivering cutting-edge call center solutions for organizations across the globe. For more information about Castel products and services, call 800-657-8215, or visit www.castel.com.