[May 08, 2012]

Castel Detect™ Voice Analysis Application Now Features Word and Phrase Detection

At the CRS2012 Conference, Castel Communications, LLC, a leading provider of contact management solutions to call centers worldwide, announces general availability of their Castel Detect™ voice analysis solution, now featuring the immediate detection of specific words and phrases while calls are in progress.

With beta-testing complete at Northstar Location Services' 500-agent seat facility in Buffalo, NY, Castel (News - Alert) Detect™ monitors and immediately detects when certain words or phrases are stated or not sated as per business requirements. For instance, if the phrase "do not call my house" has been set to be monitored on the customer side of the call, within milliseconds of the phrase being spoken, Castel Detect™ will post an alert to the monitoring team's screens informing them of the event. In the case whereby a phrase is to be stated by the agent within a certain period of time, for example a disclosure statement within 30 seconds of call start, Castel Detect™ can alert the agent and monitoring team if the disclosure was not detected within that set timeframe. Once the disclosure is detected, Castel Detect™ notifies both the agent and monitoring team.

Beyond the new words and phrases detection feature, Castel Detect™ monitors and detects emotions and talkover within seconds of spoken word, providing immediate feedback both to agents and monitoring teams while the call is in progress. An interface, located directly on the agent's desktop, shows the agent the emotion levels associated with their voice and also that of the customer's voice. Businesses using Castel Detect™ have reported shorter call handle times, higher customer service levels and higher revenue yields.

Attendees are invited to stop by Booth #22 and learn more about Castel Detect's™ capabilities. Catch a sneak preview here.

About Castel: 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. For more information about Castel products and services, call 800-657-8215, or visit www.castel.com.

©2012 Castel Communications, LLC. Castel logo and Castel Detect is a trademark of Castel Communications, LLC.

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