About Castel Detect LIVE

Castel Detect LIVE is a cloud-based voice recognition solution which helps businesses of all sizes manage contact center speech analytic with alerts, reminders, scripting and call scoring. The platform enables users to regulate quality assurance through live calls analysis, post-call audits and data-driven feedback for agent interactions.

Castel Detect LIVE offers a host of features such as live speech analytics, call scoring, real-time compliance verification, alerts and reminders, scripting, and more. The platform facilitates real-time actions which enable users to take corrective measures and ensure best practice adherence. Voice-based analytics, agent alerts, workflow tools and event targeting help businesses analyze and manage call quality.

Castel Detect LIVE's scalable listening interface processes full call volumes, and dynamically manages analysis and results across multiple live audio streams. The platform integrates with various third-party applications including Cisco, LiveVox, Mitel, Avaya, Cisco, Noble Systems, ShoreTel and Sonus.

Devices

Business size

S M L

Markets

United States

Supported Languages

English

Images

Castel Detect LIVE agent profile setup page screenshot
Castel Detect LIVE call recordings screenshot
Castel Detect LIVE on-call activity screenshot
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Castel Detect LIVE video
Castel Detect LIVE screenshot: Castel Detect LIVE agent profile setup page screenshot Castel Detect LIVE screenshot: Castel Detect LIVE call recordings screenshot Castel Detect LIVE screenshot: Castel Detect LIVE on-call activity screenshot

Features

Total features of Castel Detect LIVE: 32

  • Action Management
  • Alerts / Escalation
  • Auditing
  • Automatic Call Distribution
  • Benchmarking
  • CRM Integration
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Compliance Management
  • Contact Management
  • Customer Database
  • Customizable Caller ID
  • Demand Forecasting
  • Escalation Management
  • Feedback Management
  • File Transfer
  • IVR / Voice Recognition
  • Knowledge Base Management
  • Lead Capture
  • Lead Management
  • Monitoring
  • Multi-Language
  • On-Demand Recording
  • Predictive Dialer
  • Quality Assurance
  • Sentiment Analysis
  • Trend Analysis

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Reviews

Overall rating

5 /5
(1)
Value for Money
5/5
Features
5/5
Ease of Use
5/5
Customer Support
5/5

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Showing 1 review
Justin C.
Overall rating
  • Industry: Computer Software
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

I use this product to ensure real-time compliance with industry standards for my call center...

Reviewed on 2018/06/12

Many. We have been able to automate our QA/QM process using keyword spotting. This has taken us...

Many. We have been able to automate our QA/QM process using keyword spotting. This has taken us from a situation where we were reviewing calls for compliance at random, to a situation now where virtually every call we review has a compliance issue because Castel's automated keyword spotting software flagged it. We are also able to train agents from day one on live calls using keyword spotting and event targeting to prompt them with the proper scripts and alerts to ensure compliance. This leads to more right party contacts and revenue because there is little downtime when training new agents. Using call scoring and event targeting, we are able to place compliance data alongside our revenue data to determine which compliance behaviors are correlated with better customer service and more revenue secured. We can then update our training programs to train agents to do more of what is working.

Pros

The live speech analytics technology and ability to correct compliance issues with agents during active calls are a huge plus. This has allowed me to get to a point where our compliance rate is up in a major way over where we were six months ago. The voice-based analytics and event targeting features help me to train agents faster because I can do it during real calls using alerts and prompts that are all automated based on specific events and keywords. The call scoring and post-call audit capabilities are also a big help for spotting negative compliance trends and then updating our training programs to correct them.

Cons

This isn't so much a 'Con' as it is me misunderstanding what level of involvement I would initially need to have to dial in the accuracy of the speech analytics for our particular use cases. There needs to be someone internal who provides detailed feedback to Castel's team on any false positives with the speech analysis so they can help the software learn to more accurately spot the correct compliance events. If you put in the time on this, speech analytics accuracy increases significantly. Like most things in life, you get out of the tool what you put in.

Response from Castel Communications

Justin - It has been a pleasure working with your team and we look forward to collaborating and delivering further efficiencies via automated keyword spotting for years to come.

Castel Detect LIVE FAQs

Below are some frequently asked questions for Castel Detect LIVE.

Castel Detect LIVE offers the following pricing plans:

  • Pricing model: Subscription
  • Free Trial: Not Available

Contact Castel Communications for pricing details.

Castel Detect LIVE offers the following features:

  • Action Management
  • Alerts / Escalation
  • Automatic Call Distribution
  • Benchmarking
  • CRM Integration
  • Call Center Management
  • Call Monitoring
  • Call Results
  • Call Scripting
  • Call Sharing
  • Call Transfer
  • Call recording
  • Callback Scheduling
  • Campaign Management
  • Campaign Specific Caller ID
  • Complaint Monitoring
  • Compliance Management
  • Contact Management
  • Customer Database
  • Dashboard
  • Demand Forecasting
  • Escalation Management
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Historical Trending
  • IVR / Voice Recognition
  • Instant Retrieval
  • Knowledge Base
  • Lead Capture
  • Lead Management
  • Monitoring
  • Multi-Language
  • On-Demand Recording
  • Predictive Dialer
  • Sentiment Analysis
  • Trend Analysis

Castel Detect LIVE has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Castel Detect LIVE supports the following languages:

English

We do not have any information about what devices Castel Detect LIVE supports

Castel Detect LIVE integrates with the following applications:

Avaya Aura Call Center Elite, Cisco Webex, NICE inContact, ShoreTel

Castel Detect LIVE offers the following support options:

Phone Support, Online Support, Knowledge Base

Related categories

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