Castel Call Center Reviews

by Castel Communications

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Average Ratings

  • Overall
    5/5
  • Ease of Use
    4/5
  • Customer Service
    5/5

About Castel Call Center

Castel's call center solutions empower you with LIVE speech analytics driving real-time agent compliance and call center revenue.

Learn more about Castel Call Center

Showing 1 review

Jason R.
Contact Center Operations Manager
Banking, 501-1 000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2018/05/25

"My firm uses Castel's speech analytics capabilities to improve call center agent training."

Comments: Huge benefits in call center compliance and agent training.

Pros: You can use speech analytics and keyword spotting to ensure agent compliance in real-time before a customer call is over.

Cons: This isn't an issue with Castel, but more so our lack of attention to properly setting up the keyword dictionary that helps spot compliance issues. We didn't do a good job at setting this up, and had to go back a second time and re-launch. But this was more our issue than Castel's.

Vendor Response

by Castel Communications on 2018/06/26

Jason - You did a great job getting your keyword dictionary up to speed! We continue to see your speech analytics accuracy and the performance of your call center team increase by orders of magnitude. We look forward to a long a fruitful contact center partnership.

  • Reviewer Source 
  • Reviewed on 2018/05/25