CallFinder Pricing, Features, Reviews & Comparison of Alternatives

CallFinder

Speech analytics tool for small to midsize businesses

4.67/5 (9 reviews)

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.

Pricing

Starting from
$600/month
Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
CallFinder screenshot: CallFinder Call Scorecard with Agent StatisticsCall Analysis software: Call Finder Cloud-based Speech AnalyticsCallFinder screenshotCallFinder screenshotCallFinder screenshotCallFinder screenshotCallFinder screenshot

CallFinder reviews

Excellent
6

Very good
3

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.8
  4.3
  4.2
  5.0
Steve Denbow

A great product, with lots of new inovations

Used daily for 1-2 years
Reviewed 2019-09-30
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
Features
Customer support

Likelihood to recommend: 9/10

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Larriann Alvarado

Great Product

Used weekly for 2+ years
Reviewed 2019-09-16
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
Features
Customer support

Likelihood to recommend: 9/10

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Dave Kilby

Very Happy

Used daily for 6-12 months
Reviewed 2020-06-30
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
Features

Likelihood to recommend: 10/10

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Michael Scoma

Needs some work

Used monthly for 1-2 years
Reviewed 2020-03-24
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
Features

Likelihood to recommend: 5/10

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frank diaz

using speech analytics in a call center environment

Used weekly for 1-2 years
Reviewed 2019-09-11
Review Source: Capterra

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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CallFinder pricing

Starting from
$600/month
Pricing options
Subscription
Free trial
View Pricing Plans

Pricing starts at $600 based on monthly hours of recording.

CallFinder features

Analytics
Data Filtering
Monitoring
Multi-Language
Sentiment Analysis
Third Party Integration

API (59 other apps)
Activity Dashboard (33 other apps)
Collaboration Tools (21 other apps)
Data Capture and Transfer (34 other apps)
Data Extraction (31 other apps)
Data Import (20 other apps)
Data Import/Export (29 other apps)
Data Visualization (23 other apps)
Drag & Drop Interface (26 other apps)
Predictive Analytics (19 other apps)
Real Time Data (20 other apps)
Real Time Monitoring (19 other apps)
Secure Data Storage (21 other apps)
Workflow Management (24 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for CallFinder

Key features of CallFinder

  • Assessments
  • Audio Capture
  • Automatic Transcription
  • Call Logging
  • Call Scoring
  • Interactive Voice Response (IVR)
  • Reporting/Analytics
  • Speech-to-Text Analysis
  • Voice Recognition
View All Features

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