How It Works

Castel Detect™ monitors and immediately analyzes detection of words, phrases, emotions, and talkover levels through voice properties. Your business selects from a preset dictionary, created for your business, the words, phrases to identify. Additionally, your business selects emotion types to monitor. Castel Detect™ assists your business in determining the thresholds settings that trigger your agent warnings and alerts to your management teams.

Castel Detect™ identifies voice properties and provides immediate analysis of words, phrases, emotions, and incidences of talkover conveyed through speech, as well as the number of times each incident is detected. Should the events exceed business expectations, a visible and audible alert warning signal is tripped for your management team’s attention.

With regard to words and phrases, your business has the ability to identify when certain phrases and words are stated or NOT stated.

EXAMPLE A:

• A call begins between your agent and customer
• Castel Detect™ is monitoring the agent’s side of the call for the Mini-Miranda to be stated
• In the event the phrase is not detected within a certain timeframe of conversation’s start, an alert will appear visibly to the agent reminding the agent to state disclosure
• Should the call proceed and the disclosure still not be detected, an alert will be made both visually and audibly to your management team to intervene/remind agent to state disclosure
• Additionally, all data is captured for your reporting analysis post-call

EXAMPLE B:

• A call begins between your agent and customer
• Castel Detect™ is monitoring both sides (agent and customer) of call for stress and anger
• The agent can see immediately that the customer’s emotions are nearing thresholds that are unacceptable from your business’ expectations
• The agent proactively re-engages the customer, lowering the level of emotions in the conversation and brings the call to a close successfully
• The management team overseeing this agent was able to watch the call’s emotion levels from their monitor screen as well
• Additionally, all data is captured for your reporting analysis post-call

From a reporting standpoint, your business has access to reporting analytics LIVE while the call is still occurring. Whether on-site, or remotely, your management team can see the call events occurring in the call center NOW.

Castel Detect™ includes many standard reports sharing data from an overall call center perspective, as well as detailed drill-down reporting to agent level performance. Castel Detect™ includes a multi-dimensional, drag-and-drop ad hoc reporting feature allowing you to create your own customized reports blending criteria Castel Detect™ has collected with your business intelligence data. These reports may be saved as favorite queries and are easily exportable.