October 24, 2012
ACT Advancing Call Center Capabilities with Castel Communications
By Anil Sharma
Castel (News - Alert) Communications’ Castel Connects Dialer, Castel Tracker DVR, Castel Convey Enhanced Intelligent Messaging Delivery, Castel Detect Voice and Speech Analysis, and Castel Compass (News - Alert) Real-Time Business Intelligence Dashboard will each be installed at ACT's four locations in Canoga Park, California; Bakersfield, California; San Angelo, Texas; and Mason, Ohio.
ACT is a national player in delivering debt management and recovery solutions.
"Castel offers the technology, speed, customization and support to advance our company's ongoing growth and success," Nabil Kabbani, CEO at ACT, said in a statement.
"Upgrading our technology to such a high level will continue to ensure that our clients' customers are treated with the utmost care, resulting in the best possible outcomes," said Kabbani.
Officials with Castel Communications said ACT will use the company’s solutions to boost call quality, improve right-party contacts, reduce agent call handle time and increase overall customer satisfaction as ACT agents guide borrowers through the debt management process.
"Having Castel Detect real-time voice and speech analysis of words, phrases and emotions available to both our collections agents and monitoring teams supports ACT's competitive edge in delivering compliance adherence and exceptional customer service," said Kabbani.
"We are pleased ACT selected Castel as their solutions partner," said Rachid Cheaib, CEO at Castel.
Cheaib said the company’s call center solutions ensure ACT's competitiveness and premier presence in the student loan and campus services markets, as well as additional consumer lending verticals.
Castel Communications is a major player in delivering cutting-edge call center solutions for leading financial institutions, collection agencies and telemarketing organizations across the globe.
Earlier in September, Castel Communications and Global Connect (News - Alert) announced their partnership to offer Castel Detect Voice and Speech Analysis through the Global Connect hosted GC1 Peak Dialer. This new integrated solution will be available in Q1 2013 to call centers looking for a hosted dialer and word/speech analysis solution.
Edited by Braden Becker