May 22, 2012 01:37 PM Eastern Daylight Time
Financial, LLC Partners With Castel Communications for Voice Analysis Solution
Increased Customer Satisfaction Cited
as a Key Benefit of the Castel Detect™ Integration
BUFFALO, N.Y.--(BUSINESS WIRE)--Castel Communications, LLC announced today that
Castel Detect™ voice analysis solution will be
installed in Q3 at the North Carolina-based
Solace Financial, LLC 85-seat capacity call center serving
the mortgage industry. Solace Financial, LLC anticipates an increase in customer
satisfaction from the real-time voice analysis provided by Castel Detect™.
opportunity to utilize immediate word and phrase monitoring and detection on
live customer calls will assist us in delivering integrity, commitment and
teamwork to our partners,” says Eric DeHart, Solace Financial’ s Senior Vice
Castel Detect™ is a flexible and
scalable solution that benefits call centers of any size with unsurpassed
analysis and reporting. Agents and the management team are able to receive
feedback both while the call is live and after the call has ended. The agent is
equipped with an interactive desktop interface, displayed on their screen, that
shows current levels of emotion, incidents of talkover, and can remind them to
state certain phrases or disclosures. The manager interface is a full-screen
monitoring control center showing the live call activity throughout an agency.
Members of the management team can monitor, and if necessary, take over any call
if levels reach unacceptable limits.
“Having the ability to prevent issues
from escalating while the customer is live on the call is a big benefit to
Castel’s offering,” DeHart adds.
Additionally, Castel Detect™ features
separate key word and phrase lists for the agent and customer sides of a live
phone conversation. If either the agent or the customer mentions a designated
word or phrase, Castel Detect™ alerts the agent, which can help bring the call
to a successful resolution. To view a quick example of Castel Detect™ word and
phrase detection of a live call go to
casteldetect.com and click on the free demo.
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
©2012 Castel Communications, LLC.
Castel logo is a trademark of Castel Communications, LLC.
Castel Communications LLC
Anne Pacifico, +01.800.657.8215