BUFFALO, N.Y., July 21, 2014 (GLOBE NEWSWIRE) -- Castel Communications, LLC announced today it will present the features of the newest version of Castel Detect™ 2.4 at the ACA International's 75th Anniversary Convention and Expo to be held at the Chicago Hilton, July 23 - 25, 2014.
"Castel has designed the ability to combine words, phrases plus emotions to identify LIVE events that represent positive and negative situations directly impacting call center operations and compliance," states Tom Quattrini, Castel's Vice President of Customer Service. "For example, when a customer states positive phrases and emotions indicating a willingness to settle, Castel Detect™ reminds the agent to follow talk-off procedures for proper settlement protocols. Should a consumer state negative phrases such as "don't call me anymore", "stop harassing me", or "take me off your list", and exudes escalated levels of emotions the system suggests the next best course of action to effectively manage the call," states Quattrini. "The messages are customized by the business and feed to the agent's monitor."
Castel's customers drive the solution requirements and revisions to ensure its features and functionalities continue to provide the compelling value proposition needed to address ever-changing business and industry challenges. Quattrini states, "As Castel continually invests in R&D, data integration and improving core technology, recent innovations respond to Castel customer requests for more customization and increased system-driven compliance processes."
Attendees are invited to see Castel's Exhibitor Showcase to be held Thursday morning, check with ACA International Agenda for location and to stop by Booth #1015 to see LIVE demonstrations of Castel Detect™.
About Castel: Founded in 1982, Castel designs call center software, services and solutions engineered for businesses. Castel listens, learns, plans and partners with companies to define and realize their future. For more information, news and perspectives from Castel, please visit Castel Newsroom at http://www.castel.com/news/.
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