About CallFinder

CallFinder is a cloud-based call monitoring solution designed to help businesses in education, healthcare, insurance, manufacturing, retail, hospitality and other industry verticals manage scoring, transcribing, and analysis of customer interactions. The platform enables organizations to handle speech-to-text transcriptions using speech analytics capabilities. CallFinder lets enterprises monitor customer interactions to view the performance of agents, identify improvement areas and provide targeted training using call scoring technology and real-time data. The built-in speech to text transcription engine automatically scans client interactions to identify customer sentiments and emotions, enabling organizations to improve customer experience and agents’ skills. Additionally, supervisors can store, view and share call recordings with members across departments. CallFinder enables managers to gain insights into agent strength, improvement opportunities, trends and other metrics via analytics and statistical reports. Pricing details are available on request and support is provided via phone, email and other online measures.
CallFinder Software - CallFinder quality monitoring
CallFinder Software - CallFinder transcriptions
CallFinder Software - CallFinder quality monitoring - thumbnail
CallFinder Software - CallFinder transcriptions - thumbnail

CallFinder pricing

CallFinder does not have a free version but does offer a free trial. CallFinder paid version starts at US$999.00/month.

Starting Price:
US$999.00/month
Free Version:
No
Free trial:
Yes

Alternatives to CallFinder

MaxContact

MaxContact is an omnichannel contact center solution that is designed for businesses across different sectors including...
POWERFUL INSIGHTS INTO THE VOICE OF THE CUSTOMER Each and every interaction in your organisation contains a wealth of...
Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and...
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal,...
Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers...

LiveAgent

LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers...

CallFinder Reviews

Feature rating

Value for Money
5
Functionality
4.5
Ease of Use
4.5
Customer Support
5
5 reviews of 11 View all reviews
Steve D.
  • Industry: Telecommunications
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 30/09/2019

A great product, with lots of new inovations

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.

Replied 1/10/2019
Larriann A.
  • Industry: Automotive
  • Company size: 51-200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 16/09/2019

Great Product

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.

Replied 19/09/2019
Michael S.
  • Industry: Health, Wellness & Fitness
  • Company size: 201-500 Employees
  • Used Monthly for 1+ year
  • Review Source
Value for Money
0
Features
3
Ease of Use
2
Customer Support
0

4
Reviewed on 24/03/2020

Needs some work

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.

Replied 25/03/2020
Frank D.
  • Industry: Automotive
  • Company size: 51-200 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 11/09/2019

using speech analytics in a call center environment

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!

Replied 12/09/2019
Dave K.
  • Industry: Financial Services
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 30/06/2020

Very Happy

We have been extremely happy with everything so far. the setup and onboarding were excellent. All the support staff, technical folks were really good and made it very easy to get things up and running, the continuous support also makes things extremely good.

Pros

Ease of use, ability to score 100% of our calls, and not have to hire a huge team of quality coaches. Being able to see the transcript, setup searches to find keywords. Seeing customer sentiment is an excellent feature as well.

Cons

so far we are very happy with everything.

Response from CallFinder

Thanks for the thoughtful review, Dave! We're so glad you're happy with the solution so far, and we are always here to help you out with anything you need.

Replied 1/07/2020

Related categories