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.

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.

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

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!

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.

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

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

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

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

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.

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.

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.

so far we are very happy with everything.

The filtering features are the most impactful since I can narrow it down to user and when the call accrued.

At times I can't find the call I want to listen to. When I filter down to the user and day the call accrued some of the calls are not showing up. Also, some of the details of the call on the initial screen is overlapped by the playing of the call.

Improved efficiency of managing call center staff.

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

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

Ability to find calls with our requesting them from our QA department

Sometimes the system was not available to use correctly.

The rep has made this experience incredible. She is so very knowledgeable, patient, interactive, and helpful! It is a true delight working with her. Shout out to the rep!

The ability to customize with precise accuracy is outstanding. Being able to separate campaigns then being able to view side-by-side comparisons of campaigns is a great feature. I'm informed first thing every morning with the auto-send of snapshot reports directly to my inbox. There are so many aspects of CallFinder that they all can't be mentioned here.

It replaces a career path for QA employees.

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.

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

The insights to agent behavior and performance and the ability to hone in on agent behavior in the scorecard format are very helpful

We're still dialing this in to really have confidence that our searches are set up appropriately to get have our teams begin to use this tool to drive coaching and quality operations

It is simple to use and is totally flawless typically.

It is not free, but nothing is I suppose.