May 22, 2012 01:37 PM Eastern Daylight Time

Solace 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™.

 “The 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 President.

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.

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 is a trademark of Castel Communications, LLC.

Contacts

Media:
Castel Communications LLC
Anne Pacifico, +01.800.657.8215