CallFinder

Speech analytics tool for small to midsize businesses

4.7 /5 (11 reviews) Write a Review!

CallFinder Overview

What is 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.

CallFinder Overview

Pricing

Starting from
$999.00/month

Pricing options

Free Trial
Subscription
Value for money

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


CallFinder Features

Devices
Business size
S M L
Markets
United States, Canada
Supported Languages
English

Media

CallFinder Call Scorecard with Agent Statistics
Callfinder search functionality
Callfinder call search
Callfinder agent performance report
Callfinder agent profile
CallFinder video CallFinder screenshot: CallFinder Call Scorecard with Agent Statistics CallFinder screenshot: Callfinder search functionality CallFinder screenshot: Callfinder call search CallFinder screenshot: Callfinder agent performance report CallFinder screenshot: Callfinder agent profile CallFinder screenshot:

CallFinder Reviews

CallFinder Reviews

Overall rating
4.7
/
5
Excellent
8

Very good
3

Average
0

Poor
0

Terrible
0

Value for Money
4.9
Features
4.5
Ease of Use
4.4
Customer Support
5
100% recommended this app
Steve D.

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.


Larriann A.

Great Product


Seth S.

CallFinder

Improved efficiency of managing call center staff.


Michael S.

Needs some work


Dave K.

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.


Steve D.
Industry: Telecommunications
Company size: 51-200 Employees

A great product, with lots of new inovations

Used Daily for 1+ year
Reviewed on 9/30/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Larriann A.
Industry: Automotive
Company size: 51-200 Employees

Great Product

Used Weekly for 2+ years
Reviewed on 9/16/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Seth S.
Industry: Construction
Company size: 51-200 Employees

CallFinder

Used Daily for 6-12 months
Reviewed on 9/1/2020
Review Source: Capterra

Improved efficiency of managing call center staff.

Pros

This tool has been a great addition to our call center, helping our manager be much more efficient monitoring and coaching our team.

Cons

nothing that comes to mind in terms of liking the least.

Response from CallFinder

Thanks Seth! We're so glad to hear that our CallFinder speech analytics software is helping with your call center efficiency. Thanks for being such a valued customer and for choosing CallFinder and 800response!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Michael S.
Industry: Health, Wellness & Fitness
Company size: 201-500 Employees

Needs some work

Used Monthly for 1+ year
Reviewed on 3/24/2020
Review Source: Capterra

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.

Rating breakdown

Ease of Use

Likelihood to recommend: 5.0/10

Dave K.
Industry: Financial Services
Company size: 11-50 Employees

Very Happy

Used Daily for 6-12 months
Reviewed on 6/30/2020
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 10.0/10

User recommendation
8.6/10
Based on 11 user ratings
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CallFinder Pricing

CallFinder Pricing

Starting from
$999.00/month
Free Trial
Subscription
Value for money

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

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

Value for Money
4.9/5
Based on 11 user ratings
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CallFinder Features

CallFinder Features

API
Activity Dashboard
Analytics
Collaboration Tools
Data Capture and Transfer
Data Extraction
Data Filtering
Data Import
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Multi-Language
Predictive Analytics
Real Time Data
Real Time Monitoring
Reporting & Statistics
Sentiment Analysis
Third Party Integration
Workflow Management
Features
4.5/5
Based on 11 user ratings
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Categories

Additional information for CallFinder

Additional information for CallFinder

Key features of CallFinder

  • Automatic Call Distribution
  • Call Monitoring
  • Call Recording
  • Campaign Management
  • Goal Setting / Tracking
  • Multi-Language
  • Performance Metrics

Benefits

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

CallFinder FAQs

CallFinder FAQs

Below are some frequently asked questions for CallFinder.

Q. What type of pricing plans does CallFinder offer?

CallFinder offers the following pricing plans:

Starting from: $999.00/month

Pricing model: Subscription

Free Trial: Available

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

Q. What are the main features of CallFinder?

CallFinder offers the following features:

  • Automatic Call Distribution
  • Call Monitoring
  • Call Recording
  • Campaign Management
  • Goal Setting / Tracking
  • Multi-Language
  • Performance Metrics

Q. Who are the typical users of CallFinder?

CallFinder has the following typical customers:

Small Business, Mid Size Business

Q. What languages does CallFinder support?

CallFinder supports the following languages:

English

Q. What type of pricing plans does CallFinder offer?

CallFinder has the following pricing plans:

Subscription

Q. Does CallFinder support mobile devices?

We do not have any information about what devices CallFinder supports

Q. What other apps does CallFinder integrate with?

We do not have any information about what integrations CallFinder has

Q. What level of support does CallFinder offer?

CallFinder offers the following support options:

Phone Support, Online Support, Video Tutorials