Castel Announces Availability of Intelligent Message Delivery Feature

Castel, Inc., a leading supplier of dialing solutions, today announced an enhancement to Castel Connects predictive dialers that enables automated messages to be delivered intelligently to call lists. Called Intelligent Message Delivery (IMD), the new feature allows users to set multiple parameters that govern which prerecorded messages are delivered, and when, to personalize these messages, and to enable recipients to immediately connect to a live agent, IVR, or other resource after listening to the message.

“Castel’s new Intelligent Message Delivery feature picks up where competing message blasting applications leave off . The new feature empowers Castel Connects users to integrate both predictive dialing and automated messaging strategies into outbound campaigns from a single platform,” said Nick Kimball, Castel’s President and Chief Executive Officer. “As a result, agencies using Intelligent Message Delivery can cost-effectively differentiate their services and achieve a competitive advantage.”

With Castel’s IMD, campaigns can run with fewer agents, and deliver results, even when agents are busy. The feature enables multiple collections, sales, or marketing messages to target to different customers based on a wide variety of parameters. In the case of collections campaigns, message delivery can be keyed to the size of the outstanding debt, or to the number of previous calls; in the case of sales and marketing, messages may be linked to demographics, or availability of items that were previously out of stock.

Most competing dialer-based messaging applications do not recognize DTMF tones (as does Castel’s IMD) and do not allow recipients to take action at the touch of a keypad to immediately connect to an agent, IVR, or other resource. To address this issue, some dialers are bundled with interactive voice response (IVR) platforms, but this approach requires additional cost and management overhead, and does not provide report data on which recipients hang up on calls. By identifying hang ups—and other called party behaviors—Castel’s IMD enables users to strategically respond, re-routing these contacts to agents for additional calling attempts, or to other calling queues for specialized treatment.

“Users can leverage the full power and functionality of the Castel Connects dialer to ensure that each call made delivers the best result,” Kimball said. “For example, the ability to validate the phone numbers of a large database through ISDN to avoid calling bad numbers minimizes wasted telco charges and wasted resources. Detailed reports available through Castel Connects provide the data necessary to optimize IMD campaign strategies and increase right party contacts (RPC). In short, IMD delivers the added functionality needed to control costs while addressing evolving dialing requirements.”