Castel Contact Center Software
About Castel Contact Center
Designed for contact and call centers, Castel's Contact Center suite provides comprehensive solutions to manage customer engagement, monitor real-time analytics, and analyze speech analytics. Castel's solutions ensure contact center compliance, enhances customer experience, improves revenue performance, and increases employee productivity. Castel Contact Center suite includes Castel Connect, Castel Maestro, Castel Detect Live, Castel Detect QA/QM and Castel Explore.
Through Castel's Contact Center solutions, teams have access to predictive, preview, and manual dialing capabilities with automated call distribution (ACD) and advanced call scripting. With real-time call monitoring, Castel's solutions can affect conversation outcomes by providing agents with action-bas...
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Castel Contact Center User Reviews
OVERALL RATING
Showing 1 review
Jason
Company size: 501-1,000 employees
Industry: Banking
Time used: Less than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
May 2018
My firm uses Castel's speech analytics capabilities to improve call center agent training.
Huge benefits in call center compliance and agent training.
Pros
You can use speech analytics and keyword spotting to ensure agent compliance in real-time before a customer call is over.
Cons
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