Castel Communications

Castel Detect LIVE

5 / 5 2 reviews

Who Uses This Software?

Contact centers across all industry verticals.


Average Ratings

2 Reviews
  • 5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Castel Communications
  • www.castel.com
  • Founded 1982
  • United States

About Castel Detect LIVE

Castel Detect LIVE is the LIVE alternative for contact center speech analytics. It provides LIVE compliance and post-call analysis, supporting your quality assurance initiatives. This centers focus on agent behaviors positively and negatively impacting customer experience outcomes. Our analytics process occurs during a LIVE call, so you can take real-time action to ensure compliance and best practice adherence. We provide voice-based analytics, event targeting, agent alert, and workflow tools.


Castel Detect LIVE Features

  • Automatic Form Fill
  • Call Analysis
  • Concatenated Speech
  • Continuous Speech
  • Customizable Macros
  • Specialty Vocabularies
  • Variable Frequency

Castel Detect LIVE Reviews Recently Reviewed!


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I use this product to ensure real-time compliance with industry standards for my call center agents.

Jun 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: The live speech analytics technology and ability to correct compliance issues with agents during active calls are a huge plus. This has allowed me to get to a point where our compliance rate is up in a major way over where we were six months ago. The voice-based analytics and event targeting features help me to train agents faster because I can do it during real calls using alerts and prompts that are all automated based on specific events and keywords. The call scoring and post-call audit capabilities are also a big help for spotting negative compliance trends and then updating our training programs to correct them.

Cons: This isn't so much a 'Con' as it is me misunderstanding what level of involvement I would initially need to have to dial in the accuracy of the speech analytics for our particular use cases. There needs to be someone internal who provides detailed feedback to Castel's team on any false positives with the speech analysis so they can help the software learn to more accurately spot the correct compliance events. If you put in the time on this, speech analytics accuracy increases significantly. Like most things in life, you get out of the tool what you put in.

Overall: Many. We have been able to automate our QA/QM process using keyword spotting. This has taken us from a situation where we were reviewing calls for compliance at random, to a situation now where virtually every call we review has a compliance issue because Castel's automated keyword spotting software flagged it. We are also able to train agents from day one on live calls using keyword spotting and event targeting to prompt them with the proper scripts and alerts to ensure compliance. This leads to more right party contacts and revenue because there is little downtime when training new agents. Using call scoring and event targeting, we are able to place compliance data alongside our revenue data to determine which compliance behaviors are correlated with better customer service and more revenue secured. We can then update our training programs to train agents to do more of what is working.

Vendor Response

by Castel Communications on June 14, 2018

Justin - It has been a pleasure working with your team and we look forward to collaborating and delivering further efficiencies via automated keyword spotting for years to come.

My firm uses Castel's speech analytics capabilities to improve call center agent training.

May 25, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: You can use speech analytics and keyword spotting to ensure agent compliance in real-time before a customer call is over.

Cons: This isn't an issue with Castel, but more so our lack of attention to properly setting up the keyword dictionary that helps spot compliance issues. We didn't do a good job at setting this up, and had to go back a second time and re-launch. But this was more our issue than Castel's.

Overall: Huge benefits in call center compliance and agent training.

Vendor Response

by Castel Communications on June 26, 2018

Jason - You did a great job getting your keyword dictionary up to speed! We continue to see your speech analytics accuracy and the performance of your call center team increase by orders of magnitude. We look forward to a long a fruitful contact center partnership.