Digital Voice Recording
Document customer conversations, enhancing the post-call review process for your contact center.
Contextual association with keywords
Adaptive transcription capabilities
Easy uploads for team collaboration on post-call analysis
Yield Clear and Understandable Insights into Customer Interactions
Upload, transcribe, and explore digital voice recordings to improve performance and legal preparedness.
Call Analysis
Automate the review of
customer conversations.
Targeted Search
Locate keyword and phrases immediately.
Team Collaboration
Upload recordings easily for single-source post-call analysis and transcription.
RECORDING CALLS
Assess Your Call Center Performance
Recording offers tools for you to listen to agent calls to figure out your agents' ability levels and the quality of call handling. Castel’s CCaaS enables you to record all calls for quality assurance and business purposes.
Castel’s recording feature offers your call center a number of benefits, including:
Making call recordings accessible to managers through roles and permissions
Using call recordings to determine quality of operations
Tools to train, monitor and verify that agents are performing efficiently
Boosts agent productivity
Your high-volume outbound call center will operate better and more efficiently using Castel’s recording calls feature, because it will boost your agents' productivity.
Our Standard Recorder Features and Compatibility
Why Castel Call Recording:
Employee Coaching And Training
Enjoy built-in custom reports, live monitoring, search and playback, and more to use your call recorder as a powerful employee coaching and workforce management tool.
Improve Customer Experience
Monitor quality of customer service with call recording software. Live monitoring and granular search and playback allows you periodically review all customer and employee interactions. Timely detect and recognize any issues with customer experience.
Compliance With Regulations
Call recording aids in keeping business compliant under regulations such as: PCI, HIPAA, Dodd-Frank Act, Consumer Protection Act, and more. We offer multiple methods for muting or removing sensitive information from calls.
Incident Recreation & Investigation
Recording your calls means there is iron-clad proof of all communications to protect you in investigations and use previous scenarios as examples to train employees on best and worst practices.