Solutions » Castel Connects®

Castel Connects®

Castel provides solutions that enhance the communications between your business and your customers, vendors or partners. Our flagship predicitve dialing solution is Castel Connects®.

Castel Connects is designed to increase the quantity and quality of your customer contacts, while reducing contact costs.

Castel Connects:

Increases agent productivity by more than 20% compared to other predictive dialing systems
Provides one of the highest performing predictive dialing solutions on the market today with simultaneous campaign processing and real time control
Allows you to develop business rules to classify and direct inbound calls
Increases the quantity and quality of your customer contacts, while reducing contact costs
Lets you monitor and report on outbound campaigns and inbound calls
Provides enterprise-wide licensing and scalability—use seats where and when you need them with support for any number of sites, agents, and lines, any number or type of PBX and IVR
Runs real-time campaigns with no downloads or uploads, contains a dynamic Campaign Generator, and has no limits on campaigns or supervisors
Centralizes data collection and reporting and integrates easily with your existing customer database
Centralizes enterprise management with the ability to control and monitor the solution from any location on the network
Provides Agent Anywhere voice and data agent access from any desktop location on your network
Easily integrates with your existing front-end applications, databases and telephone equipment
Lets you define the workflow actions and tasks for the agent

With its open, extensible architecture, Castel Connects can be configured to address virtually any customer contact requirement you have, or plan to have.

Castel Connects: Outbound Dialing

Castel Connects; provides one of the highest performing predictive dialing solutions on the market today. In head-to-head testing, the Castel Connects solution easily outperformed other predictive dialers by:

Launching almost twice as many calls per day
Providing 25% more connects
Consistently posting an increase of more than 10% in Right Party Connects
Decreasing abandoned calls to less than 1%
Leaving no dead air experienced by the consumer
Producing average between-call wait times of less than 10 seconds

Castel Connects gives you flexible ways to manage outbound dialing:

Predictive Dialing—the most efficient method for volume calling
Power Dialing
Preview Dialing
Basic Manual Dialing
Agentless Dialing

The Castel Connects solution increases your contact center profits by making your agents more productive, allowing them to handle more calls in less time, by reducing your call cost, decreasing in between-call time and allowing fast transfer of calls to agents who are available and who are best able to provide service, and by integrating seamlessly with your existing systems (frontend or backend, ACD and PBX).

And, we are fully compliant with all new regulations.

ISDN

Castel Connects gives you direct communication with the telephone network.

Because Castel Connects uses ISDN directly, it responds immediately to network "Connect" messages, allowing your agents to hear the called party's first "hello."* This same technology responds immediately to network "Disconnect" requests and tears down the completed calls quickly, saving you money on usage charges and freeing up agents for the next call.**

Castel Connects also recognizes and differentiates SIT tones which are call dispositions regarding the status of the called number. SIT tones can let you know that a number is no longer in service or that it's been disconnected. Again, dispositions are delivered by the network and give you the information you need to keep your contact database up-to-date and accurate. You can even create specialized campaigns to "scrub" your database, identifying and removing bad numbers, to keep your agents from wasting valuable time on disconnected or out of service numbers.

Castel Connects dynamic caller ID is sent with every call to meet requirements for privacy blocking. Providing a valid ANI helps increase the number of calls that are answered and increases the number of customers who call back. The ANI can be set to any valid number and you can send a unique ANI with each campaign.

*Except when Answering Machine Detection invoked

**Appropriate circuit configuration required from network provider

Castel Connects: Inbound and Blend

Castel Connects provides a full complement of inbound routing and blended call capabilities. Host-based routing identifies incoming calls (using ANI or other call data), quickly matches the call with a database account screen, and delivers the call and screen to the most qualified agent.

Intelligent, host-based inbound call processing
Screen pop can be based on ANI, account numbers, DNIS, etc.
Calls are routed to the appropriately skilled agents
Dynamic call blending

Castel Connects' blend functionality seamlessly moves agents between inbound and outbound environments on a call-by-call basis as call volume and coverage dictate. Blend optimizes productivity to ensure outbound calls are made and inbound service levels are met.

Castel Connects: Compliance

Castel Connects delivers compliance without affecting performance.

Castel Connects ensures compliance by:

Connecting the caller and customer immediately, in time to hear the first "Hello," eliminating the annoyance of dead air*
Providing Caller ID on a call-by-call basis, so every call is accurately and meaningfully represented to the customer
Following business rules that define when and how often particular phone numbers may be called based on federal, state, and local regulations
Virtually eliminating abandoned calls (as defined by the FTC) without adversely impacting call center productivity
Interfacing with Do-Not-Call lists, so you don't have to build your solution from the ground up to maintain compliance
Interfacing with cell phone suppression services

*Appropriate circuit configuration required from network provider

Castel Connects: Monitoring and Reporting

Castel Connects provides all of the monitoring and reporting required to understand, evaluate, and manage your call center operations, in real time. A wealth of monitors provides instantaneous views into the behavior and activity of agents, the status of campaigns, and details on the calls being made.

C4™, our performance dashboard, provides a comprehensive, graphical view into all aspects of your call center’s performance and allows you to drill down to any level of detail you desire.

A few sample monitors include:

The Campaign Activity Monitor provides a summary of all campaigns, including call statistics
The Campaign Detail Monitor provides a detailed view into each campaign, showing agent status and call disposition status. Here you can view the results for call types such as Answering Machine Detection, Opportunity Queuing and Abandoned calls
The Agent Statistics Monitor shows the total activity for an agent, including inbound, outbound, talk times, wait times, wrap times, total work time and longest call
The Inventory and Goal Monitor provides details for each campaign such as available inventory compared to dialed inventory, RPCs versus goal, and promises to pay versus goal

In addition to monitors, Castel Connects provides the range of real-time and historical reports you need to analyze your contact center and agent productivity. The data is easily accessible by most popular reporting programs, if you want to view the data in ways beyond the suite of standard reports. Easy access to reporting data reduces the time you spend getting the reports you need. And because your business is unique, you can customize data retrieval to match your reporting requirements and view the results in real time, instantly. You spend less time getting better reports, using less data with fewer errors.

Data can be accessed by other applications (i.e., web applications)
Data is already compiled for all sites, all campaigns, all agents
Data is compiled in an ODBC-compliant data warehouse
Get the data you need instantly