Speech Analytics

Streamline your Quality Assurance (QA) and Quality Management
(QM) processes with Live® Speech Analytics.
  • Automated keyword spotting

  • Enhanced agent productivity and customer service

  • Real time analysis and compliance verification

Create a Better Customer and Agent Experience While Reducing Risk

Drive more efficient and compliance-focused communications with advanced listening and keyword spotting technology.

Compliance Verification

Compliance Verification

Verify all conversations are fully compliant with applicable regulations.

Increased Efficiency

Increased Efficiency

Go from 6,000 calls reviewed in a month, to almost 6,000 calls reviewed per day.

Cost Savings

Cost Savings

QA/QM helps maximize efficiency by processing more calls in less time with less staff.

Improved Reporting

Improved Reporting

Track historical scoring trends with an interactive dashboard. Create and distribute operational reports on agent performance and overall compliance.

Agent Optimization

Agent Optimization

Use gamification to improve and encourage agent performance by comparing skill attributes amongst peer groups.

Superior Training

Superior Training

Detect positive / negative agent behaviors and practices to develop evidence-based training.

State-of-the-art speech analytics technology provides
real-time compliance and post-call analysis so you can
have confidence in your team no matter where they are.

  • Enhanced customer experience and call center performance

  • Powerful transcription and sentiment detection

  • High accuracy, alerts, reminders, scripting, and call scoring

Take Real-Time Action to Ensure Compliance and Best Practice Adherence

Improve efficiency and quality assurance metrics on every campaign to extract key coaching insights instantly.

Live Operations View

Live Operations View

Use alerts, statistics, and scoring for real-time view of contact center operations. Monitor calls and use agent chat for support.

Agent Coaching

Agent Coaching

Live monitoring of conversation with feedback to the agent in time to affect the call outcome. Capture and replay calls for training to improve agent skills.

Dynamic Scripting

Dynamic Scripting

Use conversational analysis to trigger and display scripts for agent guidance on precise verbiage of important disclosures.

Interactive Call Monitoring

Interactive Call Monitoring

Use conversational analysis to trigger live call preemption using coach, monitor and barge for agents needing assistance.

Post Call Analysis

Post Call Analysis

Automate and simplify QA/QM and leverage comprehensive post call data to pre-filter calls requiring further review.

Performance Dashboard

Performance Dashboard

Drive performance with reporting and interactive dashboards to quickly spot trends, identify areas of strength and opportunity.

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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