Castel Contact Center Software

Castel Contact Center Software

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Find out more:

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 2 reviews

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
4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

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

User Profile

Omar

Verified reviewer

Company size: 1 employee

Industry: Accounting

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

July 2022

Castle contact center

Pros

It's easy to use and learn clients and employee people

Cons

Take time to be good at it but it's not a problem