

Castel Contact Center Software
About Castel Contact Center
1 / 1

Image 1 of 1
Image Unavailable
Other Top Recommended Call Center Software
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
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

Omar
Verified reviewer
Company size: 1 employee
Industry: Accounting
Time used: More than 2 years
Review Source: Capterra
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