CallFinder

What CallFinder is

CallFinder is web-based speech analytics software for contact centers. It analyzes recorded customer conversations to support agent coaching, productivity, and customer experience. Agent scorecards can assess thousands of calls against coaching goals, upsells, KPIs, and customer experience. Searchable transcripts help teams locate recurring issues, key phrases, call reasons, and revenue opportunities. Sentiment and emotion analysis classifies calls as positive, negative, or neutral; silence and overtalk detection can help QA managers identify conversation patterns and customer pain points. Teams can customize reports and share them with QA staff, agents, and decision makers. CallFinder says it can ingest recordings and metadata through API access from any telephony system and call recording provider. A typical custom implementation takes 4–6 weeks, with the company handling most implementation requirements. Each client is assigned a Speech Analyst to work with its QA team on goals and ongoing optimization. CallFinder says it is SOC 2 compliant and serves customers with HIPAA requirements; a Business Associate Agreement is available upon request. Pricing is on request.