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.
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.
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.
Multiple Dialing Methods permit matching the right one for each type of Client, Portfolio or Account.
simple click-to-dial functions expedite the manual dialing process for agents.
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.
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
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.
Deliver Exceptional Customer Experiences and Boost Agent Productivity
Maximize operational efficiency and enhance the quality of every customer interaction with Castel’s Automated Dialer.
Drive high campaign penetration with our patented predictive dialing algorithm or broadcast messaging to capture DTMF response or transfer to agents.
Create, start, and end campaigns automatically without dialer or administrator intervention. Apply new strategies while the campaign is active.
Ensure adherence to all applicable federal, state, and local regulations for all outbound proactive TCPA dialing.
Integrate customer call processing with your CRM with full access to all telephony functions.
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.