What is CallFinder?

Revolutionize your quality assurance with the expertise of Speech Analytics: CallFinder's advanced speech analytics software streamlines antiquated manual QA procedures, allowing you to conserve time while delivering instant insights for informed decision-making. Focus your efforts on coaching agents about the aspects that truly resonate with both your business objectives and customer satisfaction. By leveraging this innovative technology, you can enhance the overall efficiency of your operations.

Pricing

Price Overview:
At CallFinder, we understand that every team and situation is unique, which is why we offer flexible pricing plans that can be adjusted as your business grows and your QA requirements evolve.

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.

Integrations

All CallFinder Integrations
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Screenshots and Video

Play Video CallFinder Dashboard Scorecard Trends CallFinder Team Scorecard View CallFinder Agent Scorecard

Company Facts

Company Name:
CallFinder
Date Founded:
2011
Company Location:
United States
Company Website:
www.mycallfinder.com
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Product Details

Deployment
SaaS
Training Options
Documentation Hub
Online Training
Webinars
On-Site Training
Video Library
Support
Standard Support
24 Hour Support

Product Details

Target Company Sizes
51-200
201-500
501-1000
1001-5000
5001-10000
10001+
Target Organization Types
Mid Size Business
Small Business
Enterprise
Nonprofit
Supported Languages
English

CallFinder Categories and Features

Speech Analytics Software

Speech analytics converts dialogue from customer interactions into valuable insights through the use of automated technology. This specialized software processes transcriptions of calls and examines customer exchanges to deliver prompt insights regarding both customers and the overall business. By implementing speech analytics, organizations can enhance customer experience (CX), elevate call center efficiency, increase revenue, and reduce operational costs through automation. Additionally, automated call scorecards provide a more comprehensive view of agent performance during calls, allowing you to pinpoint and monitor the key metrics that are most significant to your business or call center operations.

Automatic Transcription
Call Center Management
Call Recording
Customer Experience Management
Data Security
Natural Language Processing
Predictive Analytics
Self-Service Search
Sentiment Analysis
Surveys & Feedback

Sentiment Analysis Tool

All of CallFinder's offerings incorporate sentiment analysis, enabling companies to assess whether the tone of any interaction is positive, negative, or neutral. This essential functionality tracks customer experiences to gauge callers' perceptions of the organization in general, including their feelings towards the brand and products, how the business stacks up against its rivals, and various other elements of the customer journey.

Sales Coaching Software

CallFinder's speech analytics platform enables Sales managers to oversee and enhance sales conversations effectively. By automatically evaluating calls according to your established sales metrics, this solution frees up your managers to focus on managing and training agents. With data-driven insights and automated scorecards for both teams and individual agents, you can ensure that all of your calls are thoroughly assessed, achieving a complete 100 percent call evaluation.

Assessments
Audio / Video Conferencing
Built-In Course Authoring
Call Recording
Gamification
Goal Setting / Tracking
Learning Plans
Onboarding
Performance Metrics

Emotion Recognition Software

Much like call sentiment analysis, speech emotion recognition evaluates various elements of the interaction between an agent and a customer to ascertain whether the overall sentiment expressed by either party is positive, negative, or neutral. The ability to assess, identify, and interpret customer emotions proves beneficial for businesses, as it enables Quality Assurance Managers to oversee the effectiveness of contact centers, measure individual agent performance, and analyze customer experience indicators.

Facial Emotions
Facial Expression Analysis
Machine Learning
Photo Emotions
Speech Emotions
Video Emotions
Written Text Emotions

Conversation Intelligence Software

Conversation intelligence, often referred to as conversation analytics or speech analytics, represents a groundbreaking technology that utilizes advanced techniques in natural language processing (NLP), speech recognition, and machine learning. This system is designed to convert spoken dialogues into transcribed and structured data, allowing organizations to extract meaningful insights from these interactions. By analyzing recorded conversations, businesses can automatically uncover valuable information about customer emotions and patterns of behavior.

AI Insights
Account Health Alerts
Call Analytics
Call Recording
Call Recording Cloud Storage
Call Snippets
Call Transcription
Call/Meeting Sharing
Sales Coaching
Topic Tags
Topic-Based Analytics
Video Conferencing Analytics
Win/Loss Analysis

Contact Center Quality Assurance Software

Working as a contact center representative can be quite challenging. Agents frequently encounter technical issues, adhere to predetermined scripts, manage irate customers, and operate in a high-energy atmosphere. Given these demands, it’s understandable that some agents may experience stress from time to time. Fortunately, you can provide support to your team and evaluate contact center efficiency with CallFinder’s automated quality assurance software, designed to monitor and enhance overall performance in your contact center.

Call Recording Software

CallFinder allows you to transform your call recordings into powerful resources by pinpointing opportunities for enhancement that can drive business success. These recordings can be easily shared, enabling department leaders and managers to identify specific calls or team members who may need extra support or training. The versatile speech analytics capabilities of CallFinder provide numerous ways to extract value from your call recordings, offering crucial insights into business operations and customer behavior, empowering you to make well-informed decisions.

Archiving
Call Sharing
Distributed Call Recording
Event Triggered Recording
File Transfer
Instant Retrieval
On-Demand Recording
Recording Bookmarking
Scheduled Recording
Screen Activity Recording
Video Call Recording

Call Monitoring Software

Call center and contact center leaders can now eliminate the hassle of manually reviewing and evaluating a limited number of agent calls. With CallFinder’s Automated Call Monitoring and Scorecard solution, supervisors gain a precise understanding of agent performance, customer interactions, and a wide range of additional insights.

Call Center Software

Call centers encounter numerous obstacles, and their agents often find themselves in tough situations each day, whether dealing with irate customers, encountering technical difficulties, or facing managers lacking effective training resources for coaching agents. CallFinder provides the ability to assess agent performance along with the overall efficiency of the call center, tailored to meet both your requirements and those of your clients.

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

More CallFinder Categories

Call Transcription

CallFinder offers a powerful automated transcription service that allows you to swiftly access and search through transcripts of every interaction between agents and customers. Our searchable transcripts enable you to evaluate all recorded conversations through emotion analysis, sentiment classification, and the creation of automated scorecards derived from the transcripts. Transform your call recordings into a significant asset with CallFinder's advanced speech-to-text capabilities.

CallFinder Customer Reviews

Write a Review
  • Reviewer Name: Dru A.
    Position: Quality Assurance Specialist
    Has used product for: Less than 6 months
    Uses the product: Daily
    Org Size (# of Employees): 100 - 499
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    Call Finder

    Date: Jul 08 2024
    Summary

    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.

    Positive

    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.

    Negative

    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.

    Read More...
    Official CallFinder Response
    Date: Jul 09 2024
    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!
  • Reviewer Name: Carla K.
    Position: Director of Education
    Has used product for: 6-12 Months
    Uses the product: Monthly
    Org Size (# of Employees): 100 - 499
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    Amazing Tool

    Date: Jul 09 2024
    Summary

    Overall, I think CallFinder has contributed to our ability to scale our business without adding additional QA staff.

    Positive

    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.

    Negative

    Of course, it isn't perfect! Accuracy can be improved , but it has come a long way!

    Read More...
    Official CallFinder Response
    Date: Jul 09 2024
    Thanks for the review and feedback! We're so glad to hear that CallFinder is helping your business.
  • Reviewer Name: Jake P.
    Position: Manager of Centralized Services
    Has used product for: 1-2 Years
    Uses the product: Daily
    Org Size (# of Employees): 26 - 99
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    Thank you!

    Date: Nov 21 2024
    Summary

    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.

    Positive

    We really like how the software transcribes ours calls and gives us a scorecard on how our agents are doing.

    Negative

    There hasn't been any cons that we have ran into that we haven't been able to resolve.

    Read More...
    Official CallFinder Response
    Date: Nov 22 2024
    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!
  • Reviewer Name: Ashley C.
    Position: Manager of Centralized Services
    Has used product for: Less than 6 months
    Uses the product: Weekly
    Org Size (# of Employees): 26 - 99
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    Manager Centralized Services

    Updated: Nov 21 2024
    Summary

    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.

    Positive

    I love how we can customize the system to our culture. And how we can share calls with our team members.

    Negative

    Just takes a little getting used to. Wish we could pull calls same day.

    Read More...
    Official CallFinder Response
    Updated: Aug 26 2024
    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!
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