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Company size: 501-1,000 employees
Time used: Less than 2 years
Review Source: Capterra
Ease-of-useout of 5
Value for moneyout of 5
Customer supportout of 5
Functionalityout of 5
My firm uses Castel's speech analytics capabilities to improve call center agent training.
Huge benefits in call center compliance and agent training.
You can use speech analytics and keyword spotting to ensure agent compliance in real-time before a customer call is over.
This isn't an issue with Castel, but more so our lack of attention to properly setting up the keyword dictionary that helps spot compliance issues. We didn't do a good job at setting this up, and had to go back a second time and re-launch. But this was more our issue than Castel's.
Response from Castel Communications
Jason - You did a great job getting your keyword dictionary up to speed! We continue to see your speech analytics accuracy and the performance of your call center team increase by orders of magnitude. We look forward to a long a fruitful contact center partnership.
Replied June 2018