Castel Detect LIVE Pricing, Features, Reviews & Comparison of Alternatives

Castel Detect LIVE

Cloud-based speech recognition solution

5.0/5 (1 review)

Castel Detect LIVE overview

What is Castel Detect LIVE?

Castel Detect LIVE is a cloud-based voice recognition solution which helps businesses of all sizes manage contact center speech analytic with alerts, reminders, scripting and call scoring. The platform enables users to regulate quality assurance through live calls analysis, post-call audits and data-driven feedback for agent interactions.

Castel Detect LIVE offers a host of features such as live speech analytics, call scoring, real-time compliance verification, alerts and reminders, scripting, and more. The platform facilitates real-time actions which enable users to take corrective measures and ensure best practice adherence. Voice-based analytics, agent alerts, workflow tools and event targeting help businesses analyze and manage call quality.

Castel Detect LIVE's scalable listening interface processes full call volumes, and dynamically manages analysis and results across multiple live audio streams. The platform integrates with various third-party applications including Cisco, LiveVox, Mitel, Avaya, Cisco, Noble Systems, ShoreTel and Sonus.
www.castel.com

Pricing

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Devices

Business size

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Markets

United States

Supported languages

English
Castel Detect LIVE screenshot: Castel Detect LIVE agent profile setup page screenshotCall Center Software | Speech Analytics | Real-Time Compliance | CASTEL DETECT LIVECastel Detect LIVE screenshot: Castel Detect LIVE call recordings screenshotCastel Detect LIVE screenshot: Castel Detect LIVE on-call activity screenshot

Castel Detect LIVE user reviews

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0
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Value for money
Features
Ease of use
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  5.0
  5.0
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  5.0
Justin Collins

I use this product to ensure real-time compliance with industry standards for my call center agents.

Used daily for 2+ years
Reviewed 2018-06-12
Review Source: Capterra

Many. We have been able to automate our QA/QM process using keyword spotting. This has taken us from a situation where we were reviewing calls for compliance at random, to a situation now where virtually every call we review has a compliance issue because Castel's automated keyword spotting software flagged it. We are also able to train agents from day one on live calls using keyword spotting and event targeting to prompt them with the proper scripts and alerts to ensure compliance. This leads to more right party contacts and revenue because there is little downtime when training new agents. Using call scoring and event targeting, we are able to place compliance data alongside our revenue data to determine which compliance behaviors are correlated with better customer service and more revenue secured. We can then update our training programs to train agents to do more of what is working.

Pros
The live speech analytics technology and ability to correct compliance issues with agents during active calls are a huge plus. This has allowed me to get to a point where our compliance rate is up in a major way over where we were six months ago. The voice-based analytics and event targeting features help me to train agents faster because I can do it during real calls using alerts and prompts that are all automated based on specific events and keywords. The call scoring and post-call audit capabilities are also a big help for spotting negative compliance trends and then updating our training programs to correct them.

Cons
This isn't so much a 'Con' as it is me misunderstanding what level of involvement I would initially need to have to dial in the accuracy of the speech analytics for our particular use cases. There needs to be someone internal who provides detailed feedback to Castel's team on any false positives with the speech analysis so they can help the software learn to more accurately spot the correct compliance events. If you put in the time on this, speech analytics accuracy increases significantly. Like most things in life, you get out of the tool what you put in.

Response from Castel Communications


Justin - It has been a pleasure working with your team and we look forward to collaborating and delivering further efficiencies via automated keyword spotting for years to come.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Castel Detect LIVE pricing

Pricing options
Subscription
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Contact Castel Communications for pricing details.

Castel Detect LIVE features

Monitoring
Multi-Language
Sentiment Analysis

API (65 other apps)
Activity Dashboard (37 other apps)
Analytics (51 other apps)
Collaboration Tools (24 other apps)
Data Capture and Transfer (39 other apps)
Data Extraction (35 other apps)
Data Filtering (26 other apps)
Data Import (23 other apps)
Data Import/Export (36 other apps)
Data Visualization (30 other apps)
Drag & Drop Interface (31 other apps)
Predictive Analytics (23 other apps)
Real Time Data (26 other apps)
Real Time Monitoring (23 other apps)
Reporting & Statistics (25 other apps)
Third Party Integration (53 other apps)
Workflow Management (29 other apps)

Videos and tutorials

Additional information for Castel Detect LIVE

Key features of Castel Detect LIVE

  • AI / Machine Learning
  • Analytics
  • Archiving
  • Audio Capture
  • Call Logging
  • Computer Telephony Integration
  • Distributed Call Recording
  • Event Triggered Recording
  • Quality Management
  • Recording Bookmarking
  • Reporting/Analytics
  • Scheduled Recording
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