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CallFinder Reviews & Product Details

CallFinder Product Details

Transform Your QA with the Speech Analytics Experts: CallFinder’s speech analytics software automates outdated, manual QA processes to save time and provide immediate insights so you can make data-driven decisions. Spend your valuable time coaching agents on what matters most to you and your customers.

Product Website

Seller

800response

Discussions

CallFinder Community

Languages Supported

English, Spanish

Product Description

CallFinder is the leading provider of cloud-based speech analytics technology that is powerful, affordable, and easy to use. It enables small and medium size businesses to improve agent performance, automate quality monitoring, and provide a superior customer experience. We deliver our highly scalable technology across a wide range of industries including retail & wholesale, healthcare, travel, finance and banking, insurance, manufacturing, utilities, education, and more. CallFinder indexes and categorizes 100% of your customer-agent interactions in near real-time, transforming the unstructured, unleveraged data within daily conversations into actionable business intelligence so you can improve agent performance and positively impact the customer experience.

Overview by

Holly M. McClelland (Marketing and Strategy Consulting Professional)

Value at a Glance

Averages based on real user reviews.

Time to Implement

2 months

View More Pricing Information

CallFinder Media

CallFinder Demo - CallFinder Insights Dashboard

Displays overall performance snapshot for chosen date range

CallFinder Demo - CallFinder Team Scorecard Dashboard

Displays scores for a specific agent team on a specific date or date range to help detect and understand trends

CallFinder Demo - CallFinder Agent Team Scorecard

Displays agent team scores for chosen date range

CallFinder Demo - CallFinder Individual Agent Call Log

Displays all call scores and other pertinent data for chosen agent and date range

CallFinder Demo - CallFinder Individual Agent Scorecard

Displays scores for a specific agent and chosen date range

CallFinder Demo - CallFinder Call Transcription

Displays call transcription, and sentiment scores, for both agent and customer.

Official Downloads

(5)

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Choosing the Right Speech Analytics Solution

Measuring Empathy with Sentiment & Emotion Analysis

Guide to Creating Winning Agent Coaching Strategies

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AT

Verified User in Telecommunications

Mid-Market (51-1000 emp.)

1/9/2024

"Thorough and amazing team to work with"

5/5

What do you like best about CallFinder?

CF has been an incredible source of value in our performance. We are only able to complete a couple live quality evaluations per agent per month, so to be able to have the data of all their calls is already a game changer. But on top of that the ability to customize and rearrange and request what we need done and the CF team just jumps on it and executes flawlessly. They help with finding strategies and ways of asking questions to get to the end goal for us. Amazing team to work with and incredible tool to have in our performance toolkit. In addition, the abillity to sync with Power BI and automated reporting is incredible. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

The exports of reports being in PDF are challenging. Updates have been made and now some are available in CSV - but if we could to a more "exportable" and be able to manipulate the data and bump it up against our other metrics easier, would be huge benefit. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Thank you so much for the positive review and feedback. We have made quite a few updates recently, so be sure to check your inbox for our newsletter. You can always reach out to your CallFinder Analyst with requests. We will certainly pass along your comments to the team, and thanks again for your support!

DA

Dru A.

Quality Assurance Specialist

Mid-Market (51-1000 emp.)

11/21/2024

"Call Finder Makes My Job Easier Every Day"

4.5/5

What do you like best about CallFinder?

Transcriptions of calls is incredibly helpful in any situation, but it is especially so in much longer calls where skimming is made possible. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

Some very mild UX choices with the filters I would change. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Thank you for your review and helpful feedback! We're so glad that CallFinder makes your job easier. We are always open to suggestions to improve our solution. When you meet with your assigned Analyst, you can always pass along what UX changes and filters you would like to see so that your Analyst can ensure that your feedback gets to our development team. Thanks for your support!

PV

Peter V.

Mid-Market (51-1000 emp.)

12/6/2023

"Quality Driven with a Focus on the Future"

5/5

What do you like best about CallFinder?

The dedicated support from a Single Point of Contact is an awesome approach to working with CallFinder. Andrew Charlestream is our assigned Client Services Analyst and he provides all the support we need. He assists with configuration of scorecards, training as needed, and insight creation. Implementation was quick and our team members easily launched their scorecards. The leadership at CallFinder is also great. Chip checks in and makes sure we are happy with the product. CallFinder is easy to use and the integration was quick and simple. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

The only area I see a need for enhancing is documentation for training purposes. Andrew, our Client Services Analyst has created some awesome how to videos in the meantime. Review collected by and hosted on G2.com.

What problems is CallFinder solving and how is that benefiting you?

Being able to have all calls scored using the configuration our business units helped create has been an awesome method for us in streamlining our quality and insights. Time efficiency is always important.

Using CallFinder has assisted our teams with their coaching and meeting of the minds with their teammembers. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Peter, we are so pleased to hear how satisfied you are with CallFinder! Those are truly kind words, and we'll pass along your comments to your Analyst. Thanks for the feedback on documentation. That is certainly on our roadmap, and it's very helpful for us to know as we continuously improve the user experience. Thanks again!

JC

Jiovan C.

Mid-Market (51-1000 emp.)

10/13/2023

"My experience with CallFinder has been very welcoming and very friendly, to say the least."

5/5

What do you like best about CallFinder?

My assigned Client Service Analyst (Sam Petersen) has been extremely helpful and friendly from day one. To me, it is like having a personal friend, that helps me with understanding their products and identifying my business needs. The product is amazing as well, and I found myself using it for a number of practical purposes in my daily work life. It's clean, and easy to use! Nice to look at. I picked it up with very little training. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

I have been using CallFinder for about 4 months now and have yet to encounteranything that I dislike. Even in the rare instances where there is an issue with a report or something my Service Analyst quickly responds to any emails and has anything corrected. Very great customer service. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Thank you for the thoughtful review, Jiovan! We take pride in the support that our Analysts provide, and your comments mean a lot to us. We're very happy to hear that you've had success with using CallFinder and that we are saving you valuable time!

UH

Verified User in Higher Education

Mid-Market (51-1000 emp.)

9/12/2023

"Speech Analytics THAT WORKS!"

4/5

What do you like best about CallFinder?

Already implemented for me for ease of use with our account at 800 Response. I like the Overall, Customer Ending, or Agent Ending Sentiment on the CallFinder homepage/dashboard. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

Few times it reads sentiments wrong. We have a lot of locations in south Florida - meaning LOTS and LOTS of accents, naturally louder/harder tone, and Spanish callers. Not a huge deal - just messes up the insights some. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Thanks for the positive feedback! We are always working to improve our solution, and we will pass along your comments to our development team. We are so glad to hear that our speech analytics software is helping you monitor calls and train agents!

UH

Verified User in Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

9/12/2023

"Review of Callfinder"

4.5/5

What do you like best about CallFinder?

Callfinder is very helpful and allows me to access calls at any time. I am able to listen to specific calls for training purposes, as well as Quality Assurance. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

I dislike that I am only able to accesss a limitted amount of calls each month. My organzation gives me access to calls over 15 minutes. Sometimes the calls with issues are the quick calls. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Thanks for leaving a review and for the helpful feedback! We're so glad that you're using CallFinder to improve how your agents handle calls. As for access to calls, CallFinder is flexible and can adapt to changing QA requirements and objectives, so if your management team would like to reduce the call length threshold, that is something we can do upon request.

CJ

Cam J.

Mid-Market (51-1000 emp.)

12/14/2023

"Callfinder making the team great again!"

4.5/5

What do you like best about CallFinder?

Love the dashbaords and ways we can tailor it by agent. Use in realtime daily, weekly, and monthly. Training and support is very thoughtful of our business needs and suggestions. Integration in day to day caochings is seamless. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

Still new to us so nothing I can pinpoint at this time. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Thank you for the review, Cam. We're glad to hear that CallFinder is helping you and your team and that it has been a seamless process for you! We'll pass along your comments to our team. Thanks again!

UB

Verified User in Banking

Mid-Market (51-1000 emp.)

1/10/2024

"CallFinder is a time saver!"

4.5/5

What do you like best about CallFinder?

We can see our team members score for each of the most important security questions we need to ask during a call. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

I think the website needs an update to be able to find things more quickly, such as recorded and scored calls. Finding the positive and negative phrases aren't available anymore. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Thank you for the valuable feedback, and we are glad to hear that CallFinder is saving you time! As for the positive and negative phrase libraries, we released several scorecard enhancements over the summer, and removed the list of phrases as part of those updates; however, if you ever want your full library of phrases, or the phrases attached to a particular category, simply reach out to your Analyst to request the full list. We will be happy to send that to you at any time. Thanks again for the positive review!

FL

Freddy L.

Mid-Market (51-1000 emp.)

9/21/2023

"A Delightfully Useful Tool"

5/5

What do you like best about CallFinder?

I appreciate how user-friendly the system is and how intuitive it is. Findind specific calls, listening, downloading, and reviewing calls is a breeze and the printer-friendly copies of each scorecard are helpful when sharing results with my agents. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

I do wish I had more control over adding/removing agents to scorecards and the ability to modify scorecards myself. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Thanks for the awesome review, Freddy! We love hearing about how our clients use CallFinder, and we're glad to know our user-friendly design is working well for you. In terms of scorecards, we recently released our flexible scorecards, giving users more control over scorecards. You can always reach out to your Analyst with questions or feature requests.

RL

Rob L.

Mid-Market (51-1000 emp.)

12/6/2023

"As a Call Center Manager, I am learning to love CallFinder."

4.5/5

What do you like best about CallFinder?

CallFinder makes it easy to identify and pinpoint specific language in calls. Review collected by and hosted on G2.com.

What do you dislike about CallFinder?

CallFinder has a learning curve. There are many aspects to this software. It truly has some beautiful diverse features. Review collected by and hosted on G2.com.

Response from Ashley Watson of CallFinder

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Thanks for the fantastic review, Rob! We're so glad to hear that CallFinder is helping you find calls efficiently. We will pass along your feedback to the team!