INNOVATIVE, SCALABLE, RELIABLE CLOUD CONTACT CENTER

Optimize customer engagements from anywhere

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

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?

MOST AFFORDABLE
Leading-edge functionality of larger, more expensive cloud-based call centers right-sized and right-priced for small businesses to enterprises.
PERSONALIZED CUSTOMER SERVICE
Our suite of custom success solutions is designed specifically for your call center revenue, performance, and customer experience goals.
QUALITY
Our advanced speech analytics technology offers quality assurance and immediate intervention capabilities that proactively correct trends that might negatively impact the customer experience.
EASY-TO-USE
Our cloud-based platform is easy to use with an intuitive graphical interface that simplifies the day-to-day administrative tasks with minimal training. You get the power of an on-premise center with the convenience of single-link access.
IN-DEPTH SOLUTION
Our cloud-based call center solutions can improve agent productivity, provide real-time compliance, and increase revenues, and scale instantly to meet your business demands.
FEATURE-RICH APPLICATIONS
Sophisticated and powerful applications like speech recognition, predictive dialing, manual dialing, and digital voice recording deliver exceptional in real-time communications solutions.

CLOUD-BASED FEATURES

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
Castel Cloud Logo

Customize the Castel Cloud platform to include communication modalities that your business requires.

VOICE
Outbound and Inbound blended solutions include Predictive and TCPA compliant dialing, ACD and IVR skills routing.
Email
Our powerful productivity tools leverage AI to automate responses and routing through free form and web form emails. Offers flexible workflow, quality management and reporting.
Social Media
Easily monitor Twitter, YouTube, Facebook, and Instagram and manage and respond to non-real-time customer inquiries.
Chat and SMS Messaging
Our comprehensive text and proactive Chat and SMS messaging tools allow agents to handle multiple chats at once, send pre-scripted canned messages, preview customer typing, chat via messaging channels—all from any device—web, desktop, or mobile. Built-in spell check reduces errors.
Virtual Assistant/Chatbot
Virtual Assistants, or Chatbots offer the first line of support so your agents can focus on more important tasks. These AI-powered assistants are emotionally aware and conversational, and understand the customer’s request, including intent and tone, and help them get the right answer from the backend transactional knowledge base. When needed, the virtual assistant can seamlessly escalate communications to agent-assisted channels.
Ticketing
Never miss another customer complaint. Our automated ticketing system converts customer inquiries into tickets, organizes them in a single place, assigns them to agents with next steps, and monitors the number of inbound/outbound emails, streamlining workflows and SLAs. Now all your team members can collaborate internally on the same ticket.
IP PBX
Castel’s award-winning IP PBX/FAX/IVR delivers powerful communications tools, mobility applications, and robust calling features.
Speech Analytics
Our automated speech analytics streamlines the QA/QM process by automating your contact center Quality Assurance/Quality Management process for increased cost savings, agent productivity and customer service.
Data Analytics
With Castel Analytics, you can measure, analyze, and understand your data through informative reports, charts, and dashboards with ease to drive your business intelligence.

ADVANTAGES

Make Customer Service Your Competitive Advantage
Make your call center a customer-centric culture by giving your agents the tools they need to create an exceptional customer experience. Your agents can rely on our technology in the background while they focus on understanding their customer's expectations with features like:
  • Automatic alerts
  • Scripting and call preemption
  • Intelligent routing
Control the Flow of Confidential Customer Data
When you move your call center to the cloud you give up cumbersome hardware and complicated, inefficient software, but you can still expect ironclad security just as you would on-premise. Castel's cloud-based infrastructure and systems are fully safeguarded with:
  • Access security
  • Advanced encryption
  • Threat detection
  • Multi-factor authentication
  • System access logging
  • Firewalls to protect your customers' data
Get Enterprise-Level Infrastructure
Castel offers a redundant, secure, and compliant state-of-the-art facility to keep your contact center data and systems safe and up and running. We offer:
  • 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
Prevent Downtime From Disasters
Delivering contact center solutions that ensure high availability and service for call processing, anytime and all the time, even during disasters. Castel's disaster recovery features include:
  • A fully redundant N+1 infrastructure
  • Priority power restoration
  • 99.995% uptime per annum
  • 96-hour power outage protection
  • Comprehensive SLA 24/7 uptime
Access Advanced Capabilities
With Castel's advanced product suite of contact center solutions, you can easily unify our SaaS communication services to optimize customer engagements and operations and revenue performance.
  • 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.
Integrate PBX as a Service
Hosted from our N+1 infrastructure, Castel's PBXaaS is part of our cloud call center suite solutions, providing small, medium, or enterprise businesses with a fully featured off-premise phone system without the need for costly hardware or installation. As part of the PBX infrastructure, you get phones, headsets, and local numbers. When you integrate PBXaaS with Castel's Call Center as a Service, you get even more advanced capabilities with our state-of-the-art call center technology, including:
  • Automated dialing
  • Advanced call routing
  • Priority queuing
  • Speech Analytics

Learn How The Castel Cloud Can Enhance Your Contact Center Performance From Anywhere




Company Location:
Buffalo, NY

Mailing Address:
P.O. Box 327
Bowmansville, NY 14026

1-800-657-8215

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.

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