Multichannel Engagement

Castel Cloud delivers an exceptional multichannel customer experience with every engagement while reducing the cost of ownership for your call center operations.

  • Multiple communication touch points

  • Scalable, flexible architecture

  • Dynamic campaign management

Engage with Customers and Their Teams

Customize the Castel Cloud platform to include the communication modalities that your customers prefer.



Use full-featured blended outbound and inbound dialing and routing solutions for faster resolution.



Leverage powerful AI productivity tools to automate responses and routing through freeform and web form emails.


Social Media

Monitor social media interactions and quickly manage and respond to non-real-time customer inquiries.



Handle multiple Chats and SMS based interactions all at once with
a comprehensive messaging tool.


Virtual Assistant Chatbots

Reduce agent costs with self-service virtual assistance chatbots powered by AI to understand customer requests, intent, and tone.


Ticketing System

Convert customer inquiries into automatic tickets and organize them in a single space for easy internal collaboration and streamlined workflows.

Full Featured Blended Solution with Automated Dialing

Our blended predictive dialing and incoming call solutions ensure the right agent gets the right customer, every time for optimum customer satisfaction and compliance.

Automated Dialing

Skills-based Routing

Priority Queuing

Multiple Dialing Methods permit matching the right one for each type of Client, Portfolio or Account.

Manual Dialing

Manual Dialing

simple click-to-dial functions expedite the manual dialing process for agents.

Preview Dialing

Preview Dialing

presents an outbound record for review before either the agent will
manually dial, or the system will automatically launch after a configurable amount of time.

Predictive Dialing

Predictive Dialing

dials based on AI algorithm, predicting when an agent will become
available to receive the next call, by evaluating number of agents logged into the service,
agent idle time and customer abandon rates.

Outbound IVR Dialing

Outbound IVR Dialing

proactive outbound reach with text-to-speech Foti-compliant
message capability with customer opt-in for agent assistance.



Blending streamlines agent assignments and allows team members to seamlessly work inbound, outbound voice and customer opt-in workflow concurrently.



Controlling the caller ID that is visible to contacts based on attempt, time of day or last call outcome provides flexibility when repeatedly trying to contact a customer. The number can be controlled at the campaign (contact list) level and may be overridden at a per-call level.

Advanced ANI Automation Engine

This revolutionary technology is designed to significantly improve call center efficiency and customer interactions. Castel’s cutting-edge dialer -- paired with ANI automation -- offers a comprehensive solution for enhancing customer contactability while also providing spam call protection.

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Accurate & Trustworthy Caller IDs

Displays recognizable and accurate caller IDs so customers can easily identify with incoming calls.

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Smart ANI Rotation

Deploys a dynamic pool of ANIs to minimize calls per second and reduce call issues.

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Time-Sensitive Calls

Recognizes time zones and schedules for optimized connections around the clock.

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Performance Monitoring

Records key metrics like call abandonment rates, conversion rates, and call blocking indicators

Deliver Exceptional Customer Experiences and Boost Agent Productivity

Maximize operational efficiency and enhance the quality of every customer interaction with Castel’s Automated Dialer.


Automated Dialing

Drive high campaign penetration with our patented predictive dialing algorithm or broadcast messaging to capture DTMF response or transfer to agents.


Campaign Strategies

Create, start, and end campaigns automatically without dialer or administrator intervention. Apply new strategies while the campaign is active.


Compliance Management

Ensure adherence to all applicable federal, state, and local regulations for all outbound proactive TCPA dialing.


Application Integrations

Integrate customer call processing with your CRM with full access to all telephony functions.


Detailed Reporting

Leverage standard and custom reporting at the detailed and aggregate levels to discern performance and compliance.


Seamless Workload Distribution

Move agents quickly within campaigns and queues for seamless workload distribution.

Learn How Castel’s Contact Center Suite Can Enhance Your Customer Experience And Contact Center Performance.

Castel will illustrate how our custom success solutions provide:

  • Robust Automated, Predictive and TCPA dialing.

  • Increased contact rates and talk time.

  • CRM integration for CTI screen pops.

  • Increased agent productivity with compliance.

  • Multichannel communication alternatives to maintain customer contact.

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