CASTEL DETECT QA/QM

Castel Detect QA/QM automates your contact center’s process to increase efficiency and enhance agent performance.

YOUR SOLUTION FOR AUTOMATED
COMPLIANCE MANAGEMENT

Castel Detect QA/QM automates your contact center’s Quality Assurance/Quality Management (QA/QM) process to yield significant cost savings.
Our automated speech analytics approach streamlines the QA/QM process, enhancing agent productivity and customer service.
Castel Detect QA/QM provides:

COMPLIANCE VERIFICATION
Leverages advanced keyword spotting technology to listen to all your calls. This ensures all customer conversations can be verified as fully compliant with applicable regulations.
INCREASED EFFICIENCY
Automated compliance checking via keyword spotting increases QA/QM efficiency by orders of magnitude. Go from 6,000 calls reviewed in a month, to almost 6,000 calls reviewed per day.
COST SAVINGS
Automated keyword spotting provides for a more efficient QA/QM process with less staff. This approach allows large contact centers to decrease QA/QM team headcount by as much as 75%.
IMPROVED REPORTING
Allows contact center managers to define analysis paths that guide LIVE calls. Aligns agent behavior with compliance and customer experience goals in real-time.
AGENT OPTIMIZATION
Agent performance can be examined quickly via trend graphs illustrating call statistics that result in actionable agent feedback.
SUPERIOR TRAINING
Using keyword spotting, positive and negative agent behaviors and practices are captured to develop evidence-based training requirements.

How Castel Speech Analytics Works

How Castel Detect Improves Your Call Experience Live

CASTEL DETECT POST-CALL ANALYTICS

Supercharge your Quality Assurance / Quality Management team with automated keyword spotting:

Learn How Castel Detect QA/QM Can Enhance Your Customer Experience And Contact Center Performance.

Our FREE demo will illustrate how Castel Detect QA/QM provides:

  • Listening technology.
  • Automated quality assurance.
  • Compliance verification.
  • Increased efficiency.
  • Cost savings.
  • Improved reporting.
  • Agent optimization.
  • Superior training.
  • Other related capabilities.

4285 Genesee St.
Buffalo, NY 14225
USA
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.