Seamless Call Center Communications
Software as a Service (SaaS) or cloud-based call center solutions are a fundamental shift from premises-based systems—for the better. The Castel Call Center as a Service subscription-based business model relies on innovative technology to deliver seamless call center communications so agents can quickly and efficiently focus on their customer interactions.
Castel Makes it Easy
With our cloud-based solution, your business has the advantage of a state-of-the art call center that is scalable and reliable without the installation, management, maintenance and capital hardware or software expenditures of an on-premises platform. You get a system that:
- Accommodates multiple locations
- Provides single points of system management
- Fits your business continuity strategies
Instant Ignition is Castel’s frictionless onboarding process that focuses on the client’s ability to use our products and features with minimal setup. The systems are preconfigured to start up quickly and the onboarding process is automated and sequenced to ensure a smooth transition from the client’s current operating environment to ours.
These processes include configuring advanced features such as agentless dialing, voicemail/answering machine detection and compliance rules. The client’s users and administrators are trained on how to use the features for daily operations so when the system is activated they are as productive as possible.
Castel facilitates the entire process so that the client can remain focused on the business they do.
Why Choose Castel?
Castel Cloud delivers an exceptional multichannel customer experience with every engagement while reducing the cost of ownership for your call center operations. With the Castel Cloud multichannel platform you get:
- Communication touch points including predictive/TCPA dialing, IP PBX, email, SMS, chat, social media and speech analytics.
- Flexible communication with customers on their preferred channels. Whether it’s through voice, email, SMS, or chat, Castel makes it easy to engage based on customer preference and prior communications history.
- 360-degree compliance that makes your operation more efficient by adhering to regulations. You can:
- Manage contact attempts
- Retain consent and revocation
- Monitor agent interactions using LIVE Speech Analytics
Customize the Castel Cloud platform to include communication modalities that your business requires.
- Automatic alerts
- Scripting and call preemption
- Intelligent routing
- Access security
- Advanced encryption
- Threat detection
- Multi-factor authentication
- System access logging
- Firewalls to protect your customers' data
- Tier IV colocation
- Onsite, certified physical security 24/7/365
- High-resolution interior and exterior CCTV monitoring
- 24/7/365 secure client access
- AIPCA SOC 2 Type 2 compliance Standard AT 101 certification
- Level 1 PCI-DSS certification
- A fully redundant N+1 infrastructure
- Priority power restoration
- 99.995% uptime per annum
- 96-hour power outage protection
- Comprehensive SLA 24/7 uptime
- Castel Connects offers a full featured blended solution with automated dialer, skill-based routing and priority queuing.
- Castel Live Detect with speech analytics analyzes live calls with high accuracy alters, reminders, scripting, and call scoring.
- Castel Detect QA/QM automates your contact center's Quality Assurance/Quality Management process to yield significant cost savings.
- Automated dialing
- Advanced call routing
- Priority queuing
- Speech Analytics
Learn How The Castel Cloud Can Enhance Your Contact Center Performance From Anywhere
Castel Communications helps contact centers achieve operations milestones through proactive compliance and best practices built on actionable data. We support our contact center partners with a suite of custom success solutions providing real-time analytics, post-call analytics, and customer engagement capabilities.