Castels' Unique Patented Technology Delivers Faster and More Reliable Connection to End-Consumer

BUFFALO, NY – Castel, Inc., a leading supplier of customer interaction management solutions announces a new full-featured and proven customer interaction management suite that dramatically increases the quantity and quality of your customer contacts while reducing contact costs. The core services of CastelConnectsTM provide integration of voice and data, enabling businesses to effectively execute inbound and outbound customer interactions.

CastelConnects(TM) is an open, CTI-focused customer interaction management platform, which uses the power of network signaling to improve contact between you and your customers or prospects. Your customers gain improved call management through high performance call setup, disposition analysis, and call teardown. This provides the opportunity to expand their service offering and outperform their competition. CastelConnectsTM uses patented ISDN and communication technology that cannot be matched by any other solution provider.

Castel’s Tracker, its integrated Digital Voice Recording component, allows a user to record all agents inbound and outbound calls automatically. This is rapidly becoming a mandate from many clients as well as having valuable uses for training or customer satisfaction. This component allows the user to record and store call information based on user-defined indexes, an advantage most DVR systems lack.

The new Interactive Voice Response product, Castel’s Traverse, a component of the CastelConnectsTM suite allows a user to create automated interactive voice response systems. With Traverse, users are able to free service agents from many routine tasks and calls, as well as, ensure that inbound calls are routed to the correct resources. The intelligent routing framework delivers calls faster and more accurately than any competing systems. Traverse is fully and seamlessly integrated into the platform, an advantage many IVR products lack.

Looking forward, Castel is developing a fully-integrated call analysis system into the CastelConnectsTM platform. This system is capable of alerting managers in real-time to problematic calls or compliance issues. This analysis will also be compatible with archived calls to identify patterns of interaction and evaluate customer service quality. This state of the art product will be available Q2 of 2011.

About Castel
Castel, Inc. develops and markets highly scalable predictive dialer solutions which provide significant improvements in agent productivity over competing systems. CastelConnectsTM platform provides 100% accurate answer detecting 100% of the time and is used by leading financial institutions, collection agencies and telemarketing organizations. For more information please visit www.castel.com or Call Castel at (716) 932-3040 or Toll Free at (800) 657-8215.