News

Castel Detect™ Sponsoring Collection and Recovery Solutions 2013 Conference

New Version of LIVE and Post-Call Voice and Speech Analysis Solution Premiering at Four Seasons Hotel in Las Vegas, May 8-10, 2013.

BUFFALO, N.Y., May 7, 2013 – Castel Communications, LLC, a market leader in call center solutions, is featuring their LIVE and post-call voice and speech analysis solution, Castel Detect™ at the CRS 2013 Conference taking place at the Four Seasons Hotel in Las Vegas, NV, May 8-10.

Just launched this quarter, Castel Detect™ 2.1 features increased flexibility within the ad hoc reporting area and expanded customer and agent dictionaries (identification verification, 1099c, and other phrases). Castel Detect™ 2.1 also provides enhanced call performance tracking, including emotional and word/phrase events for both sides of the conversation.

“Castel Detect™ customers are the company’s biggest advocates as to what the solution brings to ARM call centers versus other solutions,” says Castel CTO Paul Maggioli. “This latest version is a result of our customers’ insight and Castel’s ability to keep solutions indispensible to call center environments.”

Conference attendees are invited to visit Castel at Booth #18 to learn more about Castel Detect™ 2.1 voice and speech analysis solution and get a firsthand look at its capabilities.

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.

Media Contact:
Castel Communications, LLC
Anne Pacifico, +01.800.657.8215
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Castel Detect™ Exhibiting at the EEI/AGA Customer Service Conference and Exposition

Presenting Immediate Word, Phrase and Emotion Detection Solution at Omni Hotel at CNN Center, April 15-18, 2013 in Atlanta, GA.

BUFFALO, N.Y., April 11, 2013 – Castel Communications, LLC, a market leader in call center solutions, will be featuring their breakthrough solution Castel Detect™ at the EEI/AGA Customer Service Conference and Exposition at the Omni Hotel at the CNN Center in Atlanta, GA, April 15-18.

Castel Detect™ is quickly becoming a must-have solution for call centers of all industries. It uses unique technology to immediately monitor and detect emotions, words and phrases of LIVE calls, providing instant feedback to both the call center agent and management teams. Call times are reduced, customer escalations minimized, and agent productivity is increased. Castel Detect™ may integrate with a company’s existing business intelligence, providing businesses the ability to customize the solution to fit their exact business needs in order to maximize results.

“Castel Detect™ is advantageous for call centers looking to prevent issues from occurring while the caller is still engaged. In post-call analysis, Castel Detect™ provides the ability to review the call’s emotions, words and phrases immediately following disconnect. Best in class customer service means making every moment count when speaking with customers. Our solution does just that,” says John Ripa, Castel COO.

Conference attendees are invited to visit Castel at booth #212 to learn more about Castel Detect™ voice and speech analysis solution and get a firsthand look at how it will benefit their business.

Media Contact:
Castel Communications, LLC
Anne Pacifico, +01.800.657.8215
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Tom Quattrini Joins Castel’s Executive Team as Vice President

BUFFALO N.Y.—March 26, 2013—Castel Communications, LLC today announced that Tom Quattrini, has been named Castel’s Vice President, Customer Service, reporting to John Ripa, Castel’s COO.

As vice president, Quattrini will be responsible for facilitating the overall strategic planning process for Castel’s customer implementations, installations and statement of work projects. Additionally, he will be responsible for cascading business strategies required to achieve Castel’s growth goals and the goals of its customers and partners.

Possessing over 25 years of experience, Quattrini’s previous positions involved responsibility for quality process initiatives and technological strategies enabling business process improvement. In his previous role with Sodexo, Quattrini contributed significantly to the company’s success and growth by leading key strategic initiatives in global data warehousing, financial planning and analysis, and disaster recovery and business continuity.

Prior to Sodexo, Quattrini managed, planned, and supported IT solutions at General Motors Delphi Thermal operations. Completing extensive process planning and technology, Quattrini reengineered key processes and implemented new technologies to improve synergy and efficiency.

Quattrini holds a MS Degree in Mechanical Engineering and an MBA in Business Administration from the State University of New York at Buffalo.

Media Contacts:
Castel Communications LLC
Anne Pacifico, +01.800.657.8215
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Castel Detect™ Sponsoring 2013 ACA International Spring Forum & Expo

LIVE and Post-Call Word, Phrase and Emotion Detection Solution Presenting at Event, March 20-22, 2013, in Scottsdale, AZ

BUFFALO, N.Y., March 20, 2013 – Castel Communications, a sponsor and exhibitor at the ACA International Spring Forum & Expo, is featuring Castel Detect’s™ immediate and post-call voice and speech analysis solution. The conference will be held at the Talking Stick Resort in Scottsdale, Arizona.

Castel Detect™ is a voice and speech analysis solution that integrates with a company’s existing business intelligence. It provides call centers with an ability to monitor and detect emotions, words and phrases on LIVE and post-calls, making it a valuable solution for call centers in all industries.

"Customers select Castel Detect™ over other solutions because of its many features, including defining from which side of the call the specific words were spoken both when the call was LIVE and also in post-call review,” says Rachid Cheaib, Castel CEO. "Castel Detect™ knows instantly whether the customer or the agent stated the specific words, and can associate an alert for the agent or monitoring team to take necessary action. Also, when it's time to listen to the audio in post-call review, the audio for the call is linked directly to the call's histogram. With one click, the company can listen to the audio while also seeing the emotions, words and phrases that occurred throughout the call. They can even zoom in to listen and see what happened at specific points in time during the call."

Conference attendees are invited to stop by Booth #212 while at the conference to learn more about how Castel Detect™ helps call centers address business and compliance risks while increasing agent performance, call center efficiencies and revenue.

Media Contacts:
Castel Communications LLC
Anne Pacifico, +01.800.657.8215
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Castel Detect™ Chosen by J.C. Christensen & Associates

Voice and Speech Analysis Solution to Support Stringent Quality Assurance and Compliance Processes Already in Use

BUFFALO, NY and SARTELL, MN- February 14, 2013 – Castel Communications and J.C. Christensen & Associates today announced Castel Detect™ Voice and Speech Analysis solution’s selection for implementation at J.C. Christensen & Associates.

“In comparison to vendors focusing upon post-call analysis and reporting, Castel Detect™ is the only solution proven to provide LIVE analysis and preventative alerts to both supervisory and agent teams while a customer is still on the line,” commented Jim Christensen, J.C. Christensen & Associates’ CEO and Owner. “Though post-call reporting is necessary, a main objective of ours is to provide our clients and customers with the best-in-industry technology and partnerships that help us to avoid business risks and build customer loyalty during customer/agent interactions. Castel’s solution does just that.”
Castel Detect™ is focused on business risk prevention, including compliance issues, escalated customer events, and missed opportunities to close or up-sell. The solution’s objective quality assurance measurement allows all agents to be scored 100% without human bias. Additionally, the agent interface, which sets on agents’ monitors, provides LIVE analysis and feedback directly to each agent to make modifying one’s behavior more successful and long-term. A highly customizable application, Castel Detect™ also integrates with various call center dialers, PBX, digital voice recording (DVR), and other applications currently in use by each business.

“Other vendors are now building ‘add-ons’ for LIVE analysis processing,” comments Rachid Cheaib, CEO for Castel Communications. “We’ve been developing and installing Castel Detect™ for years now and warn collection agencies to be careful during a review for a voice analytics partner. When companies say they can further configure alerts and other processes ‘later on’, ask for a LIVE demonstration as to how they do it and speak with a current customer using the ‘add-on’ successfully before making a final decision. LIVE monitoring and detection is the foundation of Castel Detect™. Engaging prevention of LIVE business risks is how our customers stop issues while their customers are still talking on the phone, not after the call has ended. We’ve completed many voice and speech analysis Requests For Information documents (RFI); our solution stands out from the others immediately.”

About J.C. Christensen & Associates, Inc. (JCC): JCC is a Disabled, Veteran-owned Minnesota employer with over thirty-five years of experience providing Accounts Receivable Management services to clients who demand above-average recovery rates and superior customer service. For more information, please visit www.jcccollect.com.

About Castel: Headquartered in Buffalo, N.Y., 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.

Media Contact:
Castel Communications LLC
Anne Pacifico, +01.800.657.8215
This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

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