News

Castel Unveils Plans for Updated Application For Immediate Word and Phrase Detection

Castel Detect™ v2 Premiers at DBA International Conference at The Aria, Las Vegas

BUFFALO, NY, February 3, 2012 – At the 15th Annual DBA International Conference, Castel Communications, a leading supplier of contact management solutions to call centers around the globe, is showcasing Castel Detect™ v2, featuring immediate voice analysis of words and phrases. This version builds on Castel’s already exciting voice analysis application released last fall which is generating much interest from call centers looking to boost their protection against compliance and litigation exposure.

Voice Analysis Application to Feature Immediate Detection of Words and Phrases

Castel Communications Selects Voci Technologies to Power Call Center Solution

BUFFALO, N.Y. & PITTSBURGH, January 19, 2012 - Castel Communications and Voci Technologies Inc. announced today Castel’s selection of Voci as the speech recognition appliance powering Castel Detect™ v2. Castel Detect™ v2 will be available in late Q1 2012 to assist call centers in monitoring and detecting words and phrases on live calls.

Castel Launches Real Time Voice Analysis Technology

BUFFALO, N.Y., October 11, 2011 – Castel Communications, LLC, a leading supplier of contact management solutions to global companies, today rolled out its cutting-edge application providing users the ability to view real-time emotion analysis of customer/agent phone interactions and take action while call is active.

The business determines which emotions and at what levels (how often and duration of emotion event) Castel Detect™ will monitor. Agents easily see their emotion levels versus that of their customer on their desktops and proactively respond to best manage the call. Should emotion levels cross over business thresholds, management is alerted through visual and audio notification. At this point management may monitor, coach and even barge in on the call. The solution is also capable of learning characteristics in calls for detection in future calls. The solution is scalable and may be implemented in contact centers of any size. Pricing for Castel Detect™ is approximately $500 - $700 per license.

“Castel Detect™ is a game changer for the contact center industry,” said Rachid Cheaib, Castel’s CEO. “Providing businesses with the ability to identify risks and provide a proactive resolution to the customer before the call ends is instrumental in achieving best-in-class customer service and protecting brand value.” Castel Detect™ provides immediate ROI for a business focused upon reducing customer complaints. Also capable of reducing business liability exposure, agents see visual reminders while on the call. For example management may choose to remind agents to state mini miranda rights, or provide to customer a “what’s in it for you statement” during call.

Cheaib adds, “The application brings tremendous value to any environment employing a customer service team, from help desks to telemarketing. In the example of a collection agency environment, the client who has hired the agency to collect on their behalf can now listen to any call in real time. No longer does a bank’s quality assurance team have to wait for post-call analysis from its agency to appreciate the level of service provided to customers. Castel Detect™ provides the ability for the bank’s remote team to monitor business in real time, and receive objective, consistent reporting quickly and easily. Prevention, quality process measuring and behavior modification are what Castel Detect™ delivers…..in real time.”

About Castel:

Castel Communications, LLC is well known for its best-in-industry predictive dialer Castel Predict™, part of the Castel Connects® suite, providing 100% accurate answer detection 100% of the time. Headquartered in Buffalo, N.Y., Castel Communications, LLC is a market leader in delivering cutting-edge product solutions for leading financial institutions, collection agencies and telemarketing organizations across the globe. For more information about Castel products and services, please call 800-657-8215, or visit castel.com. For information about Castel Detect™, go to casteldetect.com/.

Media Contact: Anne Pacifico, (716) 932-3051 and (800) 657-8215; or This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .

Castel Presents Emotion Detection Application At Debt Connection Symposium and Expo

Castel Detect™Measures Customer Experience in Real Time and Post Call

LAS VEGAS, September 13, 2011 – Castel Communications, LLC, a leading supplier of contact management solutions to global companies, is presenting its emotion detection application here at the Debt Connection Symposium and Expo.

Attendees are invited to stop by Booth 603 and meet with company executives to learn about the application. Those attendees interested in viewing private product demonstrations away from showroom floor should contact Anne Pacifico, Vice President of Sales and Marketing for Castel at 716.597.9775.

Rachid Cheaib, Castel’s CEO, stated, “Castel Detect™ has generated excitement among collection agencies and banks across the country. Its ability to capture the agent’s and the customer’s voices separately and analyze each independently is really impressive. Add to that the ability for collection agents, and their management having access to real time analysis of these conversations and companies can really gain a foothold in delivering best in class customer service.”

Castel Detect™, a featured sponsor of the symposium, identifies levels of emotions through voice properties allowing businesses to measure, monitor and manage calls more effectively in real time while the call is still occurring... It is a conflict intelligence monitoring and intervention application allowing agents to self-monitor and re-engage customers, and supervisors to receive alerts and intervene appropriately.

Castel Detect™ Provides:

Emotion intelligence monitoring and intervention application for real time and post-call analysis
Easy to understand displays for agent and management desktops
Ability for agents to monitor voice and emotion on both sides of conversation and respond proactively
Immediate notification to management as to when to monitor live calls and even join as necessary.

Castel Detect™ Clients Receive:

Business intelligence data directly relating to customer experiences
Immediate opportunity to address calls affecting business integrity, liability and success
Objective and easy to understand reports with robust drill down capabilities
Ability to label recorded data for classification and reporting of future calls.

General availability for Castel Detect™ is slated for October 2011.

About Castel:

Media Contact: Anne Pacifico, (716) 932-3051 and (800) 657-8215; or This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .

Castel Reveals Plans To Release Cutting Edge Voice Analysis Technology Application

Provides Real Time Ability to Measure, Monitor and Manage Calls More Effectively

BUFFALO, NY (July 12, 2011) – Castel Communications, LLC, a leading supplier of contact management solutions across the globe, unveiled plans to release Castel Detect™, a voice analysis application able to detect and analyze emotions, talkover and voice amplitude in real time. The capture and immediate feedback of call data will allow contact center businesses to respond proactively during live calls.

Castel Detect™ will be released for general availability in October 2011. Near-future versions will provide word detection and advanced voice analysis.

Castel Detect™ provides several business benefits:
• Improves caller experience
• Expands an agent’s ability to control calls
• Increases management’s productivity
• Enhances business intelligence
• Promotes opportunities to negotiate, cross-sell and grow revenue
• Decreases incidence of conflict, confrontation and exposure to regulatory issues
• Enables your business to stay ahead of the competition

Castel Detect™ is designed for easy integration into any call center business. Rachid Cheaib, Castel’s CEO, stated, “Castel Detect™ is truly stellar in its voice analysis application, delivering immediate feedback while the caller is still engaged with the agent. One of the most powerful tools a call center can arm itself with is the understanding of a client’s emotions. This is what Castel Detect™ delivers in real time.”

For more information about Castel Detect™ and to see a sneak preview visit http://www.casteldetect.com/preview

About Castel:

Media Contact

Anne Pacifico, (716) 932-3051 and (800) 657-8215; or This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .
©2011 Castel Communications, LLC. Castel logo is a trademark of Castel Communications, LLC.

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