Eastern Account System, Inc. Chooses Castel Communications for Voice Analysis Solution

Castel Communications today announced Castel Detect voice analysis solution will be installed at Connecticut’s Eastern Account System, Inc.’s call centers that serve the cable and communications, healthcare and financial industries. Eastern Account System, Inc. looks forward to launching the immediate voice analysis solution throughout their collections and customer service departments.

“We selected Castel Detect for our business without hesitation. The Castel team worked closely with us to show us the capabilities, benefits and proven customer results using their voice analysis solution on live calls,” says Joe Courtney, President of Eastern Account System, Inc. “We believe Castel has what it takes to continue to drive innovation, efficiency, compliancy and results for our business.”

Castel Detect is a cutting-edge voice analysis solution allowing call centers the ability to monitor live conversations between their agents and customers through an on-screen interface. Allowing the agents and the management teams the ability to see immediate analysis of emotion levels for both customer and agent, Castel Detect delivers increased success in managing calls and customer experience. Castel will release Castel Detect v2 shortly which includes word and phrase monitoring and detection on live calls. Current customers using Castel Detect will soon monitor and detect on live calls phrases integral to their business such as “collect a debt”, “don’t call my house”, and others.

“Current customers using Castel Detect have recognized benefits that go beyond preventing compliance and liability risks, changing agent behavior and lowering customer complaints,” says John Ripa, COO at Castel Communications. “Recently we received comments that agents using Castel Detect have reduced call handle time and are collecting higher yields.”