Audience
Software as a Service (SaaS) solution to contact centers and small and medium sized businesses and across a wide range of industries.
About CallFinder
CallFinder speech analytics software automates outdated, manual QA processes to save time and provide immediate insights so you can make data-driven decisions. CallFinder automatically transcribes and scores recorded calls, identifying key metrics you can use to improve every aspect of your business.
We deliver a highly scalable Software as a Service (SaaS) solution to contact centers and small and medium sized businesses across a wide range of industries. We like to think of ourselves as the speech analytics experts because, well, that’s all we do. We’re all about delivering a truly different software experience. You never get something that’s out-of-the-box. On purpose.
Our Managed Client Services support is a differentiator that none of our speech analytics competitors offer. Your CallFinder Analyst becomes an integral part of your QA team, and you will work with your Analyst on a recurring basis to optimize CallFinder to meet your evolving business needs.
Talk to one of our software experts for free. They will help you select the best software for your business.
Pricing
We’re here to help you find the perfect solution that fits your specific needs and your budget. Simply visit the pricing page on our website, and follow 3 easy steps to provide a few details about you, and we’ll provide the rest.
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Case Studies and Customer Success Stories
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Product Details
CallFinder Frequently Asked Questions
CallFinder Product Features
Call Center
Call centers face many challenges, and agents in a call center are put in difficult positions on a daily basis, whether that's due to angry customers, technical issues, or managers who aren't given the right tools to train and coach agents properly. CallFinder allows you to measure agent performance, as well as the overall performance of the call center, based on your needs and the needs of your customers.
Call Monitoring
Call center and contact center managers no longer have to be burdened by manually monitoring and scoring a small sample of agent calls. CallFinder’s Automated Call Monitoring and Automated Scorecard solution gives supervisors an accurate view into agent performance, the customer experience, and much more.
Call Recording
With CallFinder, you can turn your call recordings into valuable assets by identifying areas for improvement that will contribute to the overall success of the business. The call recordings can also be shared to further assist department heads and mangers find the specific calls and/or employees that may require additional attention and training. There are so many ways to use CallFinder’s speech analytics technology to gain value from your call recordings, such as critical business insights and customer intelligence, to make informed decisions.
Contact Center Quality Assurance
Being a contact center agent is often a difficult job. Agents have to address technical problems, follow scripts, handle angry customers and work in a fast-paced environment. When you also consider all this, it’s no wonder why some contact center agents get a little stressed out on occasion. Now you can reassure your agents and measure contact center performance with CallFinder’s automated contact center quality assurance software to track contact center performance.
Conversation Intelligence
Conversation intelligence, also known as conversation analytics or speech analytics, is an innovative technology that leverages the cutting edge of natural language processing (NLP), speech recognition, and machine learning algorithms to transcribe, comprehend, and derive valuable information from spoken interactions. By transforming recorded conversations into structured, analyzable data, this powerful technology gives organizations the ability to automatically gain insights into customer sentiments and behaviors.
Emotion Recognition
Similar to call sentiment analysis, speech emotion recognition measures certain aspects of the agent-customer interaction to determine whether the overall emotion of either the customer or the agent is positive, negative or neutral. Accessing, detecting and analyzing customer emotions is valuable to businesses because it allows QA Managers to monitor contact center performance, specific agent performance, and customer experience metrics.
Sales Coaching
With CallFinder's speech analytics solution, you can help your Sales managers monitor and improve sales calls. By automatically analyzing your calls based on the sales criteria you set up, your managers will have more time to manage and coach agents, using the data-driven insights and automated scorecards by teams and agents, scoring 100 percent of your calls.
Sentiment Analysis
Sentiment analysis is included in all of CallFinder’s products to help businesses determine whether the overall experience of any conversation is positive, negative or neutral. This valuable feature monitors the customer experience to understand how callers feel about the company as a whole, including brand and product sentiment, how the company compares with competitors, and any other aspect of the customer experience.
Speech Analytics
Speech analytics transforms customer conversations into actionable insights using automated technology. More specifically, speech analytics software takes the automated call transcriptions and analyzes customer interactions to provide immediate insights about your customers and your business. Speech analytics can improve CX, boost call center performance, grow revenue, and the automated tools save both time and money. Automated call scorecards give you an even deeper understanding of how your agents handle calls, ultimately helping you identify and track the metrics that matter most to your business or call center.
CallFinder Additional Categories
Call Transcription
CallFinder’s automated call transcriptions enable you to quickly read and search transcriptions of every agent-customer interaction. With our searchable transcriptions, you have the ability to analyze all recorded calls using emotion detection, sentiment categorization, and even build automated scorecards based on the transcriptions. Turn your call recordings into a valuable resource with CallFinder’s speech-to-text technology.
CallFinder Reviews
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Probability You Would Recommend?1 2 3 4 5 6 7 8 9 10
"Thank you!" Posted 2024-11-21
Pros: We really like how the software transcribes ours calls and gives us a scorecard on how our agents are doing.
Cons: There hasn't been any cons that we have ran into that we haven't been able to resolve.
Overall: Sam has been such an instrumental part in setting up and optimizing everything for us. It really is a big help to have such a responsive analyst when we are troubleshooting or exchanging ideas on how to improve CallFinder for our team.
Read More...Reply from CallFinderPosted 2024-11-22
Thank you for the kind words and the feedback! We always love hearing how our analysts help clients in their daily work lives. We'll pass along your feedback to the rest of the team! -
Probability You Would Recommend?1 2 3 4 5 6 7 8 9 10
"Manager Centralized Services" Edited 2024-11-21
Pros: I love how we can customize the system to our culture. And how we can share calls with our team members.
Cons: Just takes a little getting used to. Wish we could pull calls same day.
Overall: Great experience! Very helpful and up to date tool to have. We have shared with our team on a weekly basis and they have kind of started a friendly competition amongst each other.
Read More...Reply from CallFinderEdited 2024-08-26
Thanks so much for the positive feedback! We're glad to hear that our solution is helping your team on many levels and that your experience is going well. As for pulling calls, ask your assigned Analyst about changing the call processing date. This may be a limitation of your recording vendor. We are always happy to help in any way we can. Thanks again for taking the time to review CallFinder! -
Probability You Would Recommend?1 2 3 4 5 6 7 8 9 10
"Amazing Tool" Posted 2024-07-09
Pros: CallFinder really gives us a great snapshot of agent performance. The system is easy to use and really allows for some great reporting and customization. It is great to have this without listening to 100% of our calls.
Cons: Of course, it isn't perfect! Accuracy can be improved , but it has come a long way!
Overall: Overall, I think CallFinder has contributed to our ability to scale our business without adding additional QA staff.
Read More...Reply from CallFinderPosted 2024-07-09
Thanks for the review and feedback! We're so glad to hear that CallFinder is helping your business. -
Probability You Would Recommend?1 2 3 4 5 6 7 8 9 10
"Call Finder " Posted 2024-07-08
Pros: Easy to use.
Playback speed control is a big help, especially when reviewing longer calls.
Transcripts are impressive most of the time and can help catch any obvious errors or red flags in calls as well as green flags.
There is an impressive amount of data and insights available to users.Cons: The UX is good but could use minor improvements. My main hitch with it is that when I move back and forth between filters and pages it often loses minor changes, I made like how many results show per page. This is a minor nuisance.
Overall: Overall, CallFinder is an impressive tool that makes my job easier, which is exactly what it is supposed to do. Not only does it make my job easier, but it also gives me an impressive amount of information without even opening the call. This makes it straightforward to know which calls may be more pertinent to review. In summation, my job would be much more difficult and tedious without CallFinder being made available to me.
Read More...Reply from CallFinderPosted 2024-07-09
Thank you so much for the positive review. We are constantly making improvements to our software per user feedback, so we'll pass along your comments to our developers. We are so happy to hear that CallFinder is making your life easier!
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