ThomasNet News Logo
Sign Up | Log In | ThomasNet Home | Promote Your Business

Voice and Speech Analysis Software features audit console.

Print | 
Email |  Comment   Share  
January 7, 2014 - Part of Castel Detect™ Voice and Speech Analysis Solution, Audit Console optimizes evaluation, coaching, and auditing by providing intelligent information at close of conversation. Program can automatically identify any system-generated event that includes particular emotion detected, absence or presence of word/phrase by agent or customer, or combination of system identified events. Audit profiles can be created and scored, providing objective grading for call center monitoring and review.

Castel Detect(TM) Voice and Speech Analysis Solution Featuring Audit Console

Castel Communications LLC
3901 Genesee Street, Suite 300
Buffalo, NY, 14225

Press release date: January 3, 2014

Integrated Scorecards Providing Objective Grading for Call Center Monitoring and Review

BUFFALO, N.Y. -- Castel Communications, LLC today announced customizable audit console feature will be released with next version of Castel Detect(TM) Voice and Speech Analysis Solution.

"Customers are looking forward to our easy-to-use and customizable audit reporting capabilities that support their needs to communicate with and share the results of their business and best practices with their immediate clients and regulatory bodies", said John Ripa, Castel's COO. "Using profiles, customers can create and edit their own scoring criteria as needed."

Castel Detect's(TM) Audit Console improves the evaluation, coaching, and auditing by providing intelligent information to management right at the close of the conversation.

Features include:
--  The ability to automatically identify any system generated event that includes a particular emotion detected, absence or presence of a word or phrase by either agent or customer, or combination of system identified events. For example should events occur which include particular levels of anger and stress, in addition to a statement by customer referring to attorney representation and bankruptcy, a list of all calls meeting that criteria is generated.
--  Multiple audit profiles can be created and scored for different scenarios:
-- Compliance versus customer satisfaction can be set up as individual scorecards.
-- Customizable scorecards include event category weighting (points).
-- Includes the ability to review, listen to, comment upon and add call and event disposition coding.
-- Randomized call selection supports client's requirements to review and score randomly selected calls.
-- Easy access to audio associated with evaluation and full call histogram (emotions, words, phrases captured during live call).
-- Diverse, customized and self-created reports that can be sorted by various characteristics including date, event type (emotions, words, phrases), agent name and more.

This latest version of Castel Detect(TM) is slated to be rolled out to existing customers starting in Q1. To see a live demonstration of Castel Detect(TM), please call 800.657.8215 or visit

About Castel: Headquartered in Buffalo, NY, Castel Communications, LLC is a market leader in delivering cutting-edge call center solutions for organizations across the globe. For more information about Castel products and services, call 800-657-8215, or visit

(C)2014 Castel Communications, LLC. Castel logo is a trademark of Castel Communications, LLC.

Castel Communications LLC
Anne Pacifico
Print | 
Email |  Comment   Share  
Contacts: View detailed contact information.


Post a comment about this story

(your e-mail address will not be posted)
Comment title:
To submit comment, enter the security code shown below and press 'Post Comment'.

 See related product stories
More .....
 See more product news in:
 More New Product News from this company:
Dialer Software helps maximize agent productivity.
Manual Dial Call Center Software ensures compliance.
More ....
| Featured Manufacturing Jobs
 Other News from this company:
Consumer Collection Management, Inc. Selects Castel Connects® Dialer for ARM Healthcare Business
Castel Announces Castel Connects® 4.0 Dialer
More ....
 Tools for you
Watch Company 
View Company Profile
Company web site
More news from this company
E-mail this story to a friend
Save Story
Search for suppliers of
Call Center Management Software
Join the forum discussion at:
Engineers Lounge

Home  |  My ThomasNet News®  |  Industry Market Trends®  |  Submit Release  |  Advertise  |  Contact News  |  About Us
Brought to you by        Browse ThomasNet Directory

Copyright © 2014 Thomas Publishing Company. All Rights Reserved.
Terms of Use - Privacy Policy

Error close

Please enter a valid email address