BUFFALO, N.Y. & PITTSBURGH--(BUSINESS WIRE)--Castel Communications and Voci Technologies Inc. announced today 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. 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.”
About Castel: Headquartered in Buffalo, N.Y., Castel Communications, LLC is a market leader in delivering cutting-edge call center solutions for leading financial institutions, collection agencies and telemarketing organizations across the globe. For more information about Castel products and services, call 800-657-8215, or visit www.castel.com.
About Voci Technologies, Inc.: Voci’s speech recognition appliances enable real-time call monitoring and alerts, and empower text analytics platforms to discover insights contained in the spoken voice of the customer. The company pioneered the implementation of speech recognition algorithms in hardware to run orders of magnitude faster than alternatives. Voci’s affordable speech recognizers enable customer-driven enterprises to uncover information from 100% of all customer conversations captured through call centers. For information, visit www.vocitec.com.
©2012 Castel Communications, LLC. Castel logo is a trademark of Castel Communications, LLC. Voci is a trademark of Voci Technologies Incorporated.
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