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CallFinder

CallFinder

4.7 (12)
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Speech analytics tool for small to midsize businesses
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About CallFinder

CallFinder® is the leading provider of managed cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription with conversational insights, such as sentiment and emotion detection.
Our easy-to-use, economical and effective solution helps small and medium size businesses with both contact center and remote agents automate quality monitoring to improve agent performance and provide a superior customer experience.

CallFinder clients experience:
• 100% visibility into agent-customer interactions
• 100% monitoring of interactions, up from only 5-10%
• A scalable solution that can grow with client needs

Our clients pay only for what they need with our usage-based pricing, and no hardware or software installations are needed. CallFinder is already integrated with most contact center systems and tech stacks. We work with a wide range of industries including contact centers, BPOs, healthcare, hospitality, finance and banking, collections, insurance, utilities, and more.

CallFinder's emotion and sentiment analysis tools searches call transcripts for specific words and phrases to assess the mood of the conversation. The call scoring module enables managers and leaders to set goals, review calls, provide feedback, and monitor agent or team progress across the organization. Plus, daily voice interactions with customers are recorded, archived, and evaluated to ensure compliance with state or federal requirements, as well as the organization's operating procedures.

CallFinder facilitates integration with third-party CRM and lead management solutions. It allows users to analyze customer interactions to track sales effectiveness based on multiple factors such as opportunity identification, upsell/cross-sell attempts, objection handling, and competitor mentions.

Key benefits of CallFinder

CallFinder clients experience:
• 100% visibility into agent-customer interactions
• 100% monitoring of interactions, up from only 5-10%
• A managed, scalable solution that can grow with client needs

With CallFinder, businesses and contact centers of all size and industry can:
• Automatically score 100% of interactions
• Provide unbiased coaching tools and guidance
• Discover conversational insights with sentiment and emotion detection

Images

CallFinder Software - CallFinder Call Scorecard with Agent Statistics
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Pricing Options

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Features

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Reviews

Overall rating

4.7 /5
(12)
Value for Money
4.8/5
Features
4.4/5
Ease of Use
4.3/5
Customer Support
5/5

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Showing 5 reviews of 12 Read all reviews
Showing 5 reviews of 12
Brandyn
Brandyn
Overall rating
  • Industry: Consumer Goods
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Callfinder could help your Company

Reviewed on 2019/02/12

Pros

Very easy to use and straightforward. The Customer support is top class and you feel like you have a partner who is fully engaged to figure out your businesses particular needs.

Cons

Wish it had functionality to pick up customer sentiment. More ability to create your own searches.

Response from CallFinder

Thanks for the review, Brandyn! We take pride in the services and customer support we provide, and we always appreciate feedback. We also wanted to let you know that customer sentiment analysis is now available, along with searchable call transcriptions for quick and easy call review. Thanks again!

Steve
Overall rating
  • Industry: Telecommunications
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

A great product, with lots of new inovations

Reviewed on 2019/09/30

This is our company's first venture into speech analytics, and it has been non stop learning! The...

This is our company's first venture into speech analytics, and it has been non stop learning! The team at CallFinder are top notch, very professional, and are willing to help you any time. They do not sugar coat things, and will tell you what the system can and cannot do, no misleading claims.

Pros

The system is easy to use and navigate. Data export is user friendly and can be automated. Customer support is 2nd to none! CallFinder has a great foundation, and are continuously adding new features based on customer feedback. They created a new search algorithm based on our requested that uses variable data that we send them.

Cons

Some of the newer features have limited functions, but those are being addressed in a timely manner.

Response from CallFinder

Thanks so much for the positive feedback, Steve! Our Analysts work hard to ensure that we provide customers with exactly what they need. Plus, we are adding new features all the time! We appreciate any and all feedback, and we look forward to working with you as we continue to enhance the features and functionality of our solution.

Michael
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 201–500 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 5.0 /10

Needs some work

Reviewed on 2020/03/24

Pros

Once I find calls it is easy to use and go over calls with my team.

Cons

It is not always easy to find calls and many call that my team do do not pull through

Response from CallFinder

Thanks for the review and your feedback, Michael. We're glad you find the call recordings useful and sorry to hear you've had trouble with the interface. We value all feedback, and we have passed yours along to our product development team. If there's anything you need, you can always contact one of our expert Analysts. We're always here to help you get the most out of your automated quality monitoring solution, so please don't hesitate to call us. Thanks again for your review.

Larriann
Overall rating
  • Industry: Automotive
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Great Product

Reviewed on 2019/09/16

Pros

CallFinder offers great support. They are quick to respond which is a major positive! The product itself has benefited our department in several ways. Takes on the work of reviewing hundreds of calls! Thanks!

Cons

CallFinder listens and scores hundreds of calls but is not perfect. As much as we would like for it to do all the work there is a need for human interaction as scores are not always 100% accurate. Although, we have experienced better accuracy this year.

Response from CallFinder

Larriann Thanks for your thoughtful review and feedback. We're pleased to hear that you're experiencing improved accuracy in your scorecards. While no speech analytics engine on the market is 100% accurate due to audio quality, regional accents, speaking pace and more, it is possible with CallFinder's solution to achieve industry leading accuracy rates approaching 90% depending on your business goals and needs. This is why we highly recommend that all clients work with their dedicated CallFinder Analyst to establish goals upfront, and develop scorecards to achieve expectations as they relate to the accuracy of scorecard data. Unlike all other providers, the CallFinder Analyst becomes part of each client's team going forward.

frank
Overall rating
  • Industry: Automotive
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

using speech analytics in a call center environment

Reviewed on 2019/09/11

We adopted Callfinder to help us scale the business and ensure strict compliance to how we...

We adopted Callfinder to help us scale the business and ensure strict compliance to how we adjudicate a claim while maximizing efficiencies in our call center and that is being delivered by Call Finder

Pros

very easy to get up and running , simple to customize for specific business uses. Provides a multiplying effect by ensuring we focus on transactional behaviors that need the most attention quickly and consistently

Cons

As with any SW of this nature, can be "gamed" and I say that in a positive way and therefore scores can reflect incorrect trends. But still very easy to quickly validate any negative trends that appear in the scoring.

Response from CallFinder

Thanks for the stellar review, Frank! Our Analysts love working with customers to ensure that every client is getting the most out of our speech analytics solution. We are so glad to hear that our solution is providing positive results for your business and call center. As always, we're just a phone call away if you need anything!

Showing 5 reviews of 12 Read all reviews

CallFinder FAQs

Below are some frequently asked questions for CallFinder.

CallFinder offers the following pricing plans:

  • Starting from: US$999.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Pricing starts at $999 based on monthly hours of recording.

CallFinder has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

CallFinder supports the following languages:

English

CallFinder supports the following devices:

We do not have any information about what integrations CallFinder has

CallFinder offers the following support options:

Email/Help Desk, Phone Support

Related categories

See all software categories found for CallFinder.

Folder icon Sales Coaching Software
Folder icon Speech Recognition Software
Folder icon Business Intelligence Tools
Folder icon Customer Experience Software
Folder icon Qualitative Data Analysis Software
Folder icon Data Analysis Software
Folder icon Speech Analytics Software