CallFinder

CallFinder is a software-as-a-service speech analytics and automated quality monitoring solution for contact centres. Traditional quality assurance relies on supervisors listening to a small random sample of calls, which means most customer interactions are never reviewed and important issues can go unnoticed. CallFinder addresses this by transcribing and analysing recorded calls automatically, scoring them against configurable criteria and surfacing the conversations that merit attention. Its approach combines speech-to-text technology with categorisation, sentiment and keyword detection to evaluate agent performance, compliance and customer experience across the full volume of interactions. By automating much of the scoring effort, the platform aims to free quality teams to spend more time coaching and less time listening, while giving managers far broader and more objective coverage of what is happening on the phones. Wider coverage also makes it easier to detect systemic issues, such as confusing policies or recurring product faults, that sampling can miss.

Key features include automated call scoring with customisable scorecards, search across call transcripts, custom reporting, trend analysis and dashboards that highlight performance by agent, team or campaign. Compliance monitoring checks for required disclosures and prohibited language, helping regulated organisations reduce risk. Customer insight capabilities identify reasons for calls, dissatisfaction indicators and emerging issues, while intelligent coaching tools let supervisors attach feedback to specific call moments and track agent improvement over time. The service integrates with a wide range of call recording and telephony platforms, so organisations can typically adopt it without replacing existing systems. CallFinder is used by contact centres in financial services, healthcare, insurance, utilities, collections, retail and business process outsourcing, and its vendor places emphasis on hands-on support during implementation and tuning of analytics categories. Pricing starts from around USD 999 with a free trial available; there is no permanently free version, and costs vary with call volumes and required features.