Castel (News - Alert) Communications, a provider of call center solutions for financial institutions, announced it has selected Voci Technologies as the speech recognition appliance solutions provider to power Castel Detect v2, the quality monitoring tool for call centers.

The company will release Castel Detect v2 in late Q1 2012. The call quality monitoring solution helps call centers monitor and detect words and phrases on live calls. The solution enhances customer experience, while also ensuring regulatory compliance.

Implementing a call monitoring system will improve any contact center in single or multiple locations, according to TMCnet. It will also improve compliance and verification.

 “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 a statement. “In using Castel Detect v2, call centers will have the ability to prevent situations otherwise not discovered until after the call concludes.”

The partnership combines   Castel’s products with Voci’s speech recognition appliance to launch a new footprint in the way call centers communicate with their customers.

 Voci’s speech recognition appliances enable real-time call monitoring and alerts. They empower text analytics platforms to discover insights contained in the spoken voice of the customer, company officials said in a press release.

If, for example, an agent forgets to provide the Mini-Miranda to the customer, Castel Detect v2 monitors the activity and will post a reminder to the agent to make the statement. If the Mini-Miranda is not detected after a few seconds, the respective call 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.”