Castel Communications, LLC, a leading supplier of contact management solutions to call centers worldwide, will be a sponsor at the Speechtek and Customer Service Experience Conferences in New York, August 13 – 15, 2012. Castel will be presenting the solution’s ability to immediately analyze words, phrases, emotions and talkover occurring on LIVE calls.
Northstar Location Services installed Castel Detect™ at both of their Buffalo, NY locations, which house over 500 agents. “This new capability to detect words and phrases delivers even greater benefits to our operations and agents’ efforts,” said Aaron Castle, COO of Northstar Location Services. “In addition to viewing the emotion levels for both sides of the conversation, we now know when our representatives and customers are stating particular words and phrases that interests our business most. For example, if an agent has not yet stated the Mini-Miranda on their call, Castel Detect™ visually alerts the management team and the agent that the statement has not been made. This kind of instantaneous feedback is highly valuable and has led to reduced compliance risks, improved customer service levels and enhanced revenue yields for our business.”
The ability to provide immediate analysis to both agent and management teams differentiates Castel Detect™ from other solutions. Within milliseconds of words being spoken, analysis is provided directly to users’ screens. As specific business risks appear, not only will management see the event occurring on their monitor screen, they may also receive alerts through phone call, email or text.
Attendees of the conferences are invited to visit Castel at booth #409 to learn more about Castel Detect™ voice and speech analysis solution.
Headquartered in Buffalo, NY, Castel Communications, LLC is a market leader in delivering cutting-edge call center solutions for leading financial institutions, collection agencies, and telemarketing organizations across the globe.