With voice continuing to lead as the main channel of communications in call centers, technologies like predictive dialers and automated call dialers (ACD) are only gaining more relevance as they help to minimize agent idle time.
In a significant development in the dialer industry, Castel (News - Alert) Communications has just inked a partnership with Global Connect to offer Castel Detect Voice and Speech Analysis through the Global Connect GC1 Peak Dialer.
The solution integrates Castel Detect with Global Connect's (News - Alert) cloud-based GC1 Peak Dialer to deliver a competitive and affordable solution to the middle market call centers, said Darrin Bird, Global Connect's COO. "Castel Detect and GC1 Peak Dialer are innovative product offerings and both companies are excited to expand their capabilities and offerings to their existing and new customers," he added in a statement.
Global Connect's voice messaging system allows contact centers to reach thousands of individuals with personalized messages in minutes. In addition, the Web-based system does not mandate set-up fees or require expensive hardware or software to be purchased.
Castel Detect allows businesses to immediately monitor and detect the presence and frequency of words, phrases, emotions, and talkover. It provides immediate voice analysis to agents and management teams, giving them the opportunity to avoid incidents that involve customer dissatisfaction, non-compliance, liability exposure and more.
Further, the company offers behavior modification functionality which enables agents to feel empowered, self-monitoring and adhering to business processes and procedures.
"Both companies are committed to delivering innovative solutions to market," added Rachid Cheaib, Castel's CEO. "This partnership brings two incredibly talented organizations together to release an immediate voice and speech analysis product in a multi-tenant hosted dialer environment."
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Edited by Jamie Epstein