News : Castel Announces Castel Connects(R) 4.0 Dialer
BUFFALO, N.Y., Dec. 18, 2013 -- With beta-testing nearly complete at Northstar Location Services, Castel Connects(R) 4.0 dialer will be rolling out to clients starting Q1 2014.
"This latest and most forward-thinking version allows users to seamlessly move agents among campaigns and queues, provides ability to run multiple campaigns accessing the same list regardless of dialing mode and offers the most conservative dialing option of area code versus billing address when selecting time zone. We've also added softswitch pooling, allowing a single campaign to span multiple geographically dispersed switches offering an economy of scale not seen in the industry," states Paul Maggioli, Castel's Chief Technology Officer.
"Castel Connects'(R) new version provides callers with auto-attendant routing, which is a great feature," states Aaron Castle, Northstar's COO. "Inbound callers can identify themselves by account number and be routed to the appropriate agent or queue. The agent never has to ask for the customer's account number again, and this small gesture starts the conversation off on a positive note, really speaking to our level of customer service. We've also tested Castel Compass™, Real-time Business Intelligence Center with Castel Connects(R). Simply put, assessing the entire call center's activities from a holistic view takes our business to a new level. It's what our clients are asking for and now they know we can deliver."
Posted by Veronica Silva Cusi, news correspondent
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Castel Communications, LLC is a market leader in delivering cutting-edge call center solutions for organizations across the globe. Solutions include dialing, digital voice recording, live voice and speech analysis, real-time business intelligence dashboard and MORE!
Published: Thursday, December 19, 2013