Advertisment

Word detection tool for BPOs

author-image
CIOL Bureau
Updated On
New Update

BUFFALO, N.Y. & PITTSBURGH: Castel Communications and Voci Technologies Inc. announced Castel’s selection of Voci as the speech recognition appliance powering Castel Detect v2. Castel Detect v2 will be available in late Q1 2012 to assist call centers in monitoring and detecting words and phrases on live calls.

"Providing to call centers the ability to determine if a Mini-Miranda is stated while a call is occurring builds a business’ confidence that their agents are following standardized procedures,“ said John Ripa, Castel’s COO. In using Castel Detect v2, call centers will have the ability to prevent situations otherwise not discovered until after the call concludes. For example, in the collections industry, an agent may have forgotten to provide the Mini-Miranda to the customer. In this case, Castel Detect v2 monitors the activity and will post a reminder to the agent to make the statement, adds a press release. If after a matter of seconds the Mini-Miranda is still not detected, the respective monitoring team receives both a visual and audible alert to take action before the call ends.

“By combining Castel’s products with Voci’s speech recognition appliance, we’re launching a new footprint in the way call centers communicate with their customers,” said Rachid Cheaib, Castel’s CEO. “Castel Detect v2 is an incredible tool for businesses looking to ensure regulatory compliancy and enhance customer experience.”