Live Monitoring of Over 240,000 Calls a Day

US company Castel designs call center services and solutions for businesses. Castel listens, learns, plans and partners with companies to define and realize their future.

Powered by Intelligent Voice®, Castel Detect™ delivers fast and accurate word and phrase detection for customer/agent conversation monitoring across a wide variety of industries. Live calls are analysed with high accuracy, providing alerts, reminders, and call scoring, all while the call is occurring.

Provides actionable responses during a live call, including agent feedback, scripting, and instant messaging. Aligns call handler behaviour and supervisor interventions with compliance and customer experience goals in real-time. Intelligent Voice’s speech recognition engine based around NVIDIA® GPU technology gives blisteringly fast ASR (Automatic Speech Recognition) across large data sets.

Cloud services opens the capabilities to customers that may not have the infrastructure to run on premise.