Castel Communications Speaking at Contact Center Conference & Expo in Orlando, April 23-26, 2012
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Tools & Trends: Voice and Speech Analysis Technology: Improving Your Customer Experience
BUFFALO, N.Y.--(BUSINESS WIRE)--At the Contact Center Expo & Conference in Orlando, Castel Communications, a leading supplier of contact management solutions to call centers around the globe, is showcasing Castel Detect™ v2. Castel’s robust voice analysis application released last fall monitors, detects, and analyzes words, phrases, emotions, and talkover on LIVE calls without having to record the call.
“On the other hand, a business may designate words or phrases to be monitored on the customer side that are entirely different than those simultaneously monitored on the agent side. We can do this while a call is live, in real-time and without the need for a recording device.”
Attendees are invited to visit Booth #208 and learn about the ability of Castel Detect™ to identify specific words, phrases, and emotions specific to each side of the call. “For the business looking to ensure an agent is adhering to a set script, we can monitor and detect the words or phrases key to that specific script,” says Paul Maggioli, Chief Technology Officer at Castel. “On the other hand, a business may designate words or phrases to be monitored on the customer side that are entirely different than those simultaneously monitored on the agent side. We can do this while a call is live, in real-time and without the need for a recording device.”
Castel, a featured sponsor of the conference, will also present an educational session at the expo’s Tools & Trends segment, focusing on using voice analysis within call centers to better communicate with customers. All attendees are encouraged to attend the session, Voice and Speech Analysis Technology: Improving Your Customer Experience, on Tuesday, April 24 from 3:00 p.m. – 3:30 p.m., Room Coral A.
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.
