BURLINGTON, Vermont, August 6, 2018 – Leading speech analytics solution provider CallFinder is pleased to announce the addition of Daniel Sorrell to the team as the new Chief Technical Officer. As CTO, Sorrell oversees CallFinder’s development and technology.
With insights provided by CallFinder’s rapid call indexing technology and intuitive user platform, contact centers are better able to close knowledge gaps within call handling processes and operations. CallFinder’s automated quality monitoring and scorecard functionality allows contact centers to quickly review and evaluate every agent-customer interaction, providing better agent training and a superior customer experience.
Filling the Role of CTO
Businesses that implement and utilize a speech analytics and call scorecard solution are able to review the unstructured data in voice conversations with their customers. Speech analytics technology works by automatically categorizing and analyzing calls to detect business patterns and trends, improve agent performance, and help their contact centers become profit centers.
“I am pleased to become a part of CallFinder as the business continues to expand, and to play a role in ongoing improvements to the Company’s analytics technology,” Says Sorrell, “I look forward to working with the entire team to continue growing the solution, expanding awareness of speech analytics technology to drive innovation of the solution while meeting the reporting capability demands of our clients.”
Sorrell joined the CallFinder team in April 2018, bringing a wealth of experience in both IT and engineering fields. Prior to working at CallFinder, Sorrell served as the VP of Engineering for WiserTogether, a consumer-focused healthcare information technology solution. He also worked as Head of Engineering for a social media platform developed by Treem where his responsibilities included presenting to investors, managing engineering, solution architecture and infrastructure.
Prior to that position, Sorrell was a Senior Software Architect at the leading US supplier of health care information technology solutions, Cerner Corporation, where he developed core software applications and oversaw development teams across the country.
“Dan’s extensive background makes him a very strong addition to the CallFinder team,” remarks John Evancie, VP of Information Systems. “We know his talents will help further develop our speech analytics and scorecard solution, making it even more effective in helping businesses achieve critical business insights.”
CallFinder® is a market leading provider of cloud-based speech analytics solutions that offers a powerful, flexible, and easy to use way to improve agent performance and customer experience. Since 2011, CallFinder’s speech analytics solutions have been uncovering business insights for small to medium-sized businesses with contact centers. CallFinder systematically scans thousands of phone conversations to surface actionable intelligence and trends that transform unstructured, unleveraged data into insights that can be immediately applied to business to improve business outcomes. With CallFinder, businesses can easily discover the conversations that will generate more business, automate quality assurance, retain customers, work more effectively, and gather critical business intelligence. Cloud-based speech analytics offers real-time analysis of customers’ needs at a dramatically lower cost for implementation and support when compared to premise-based solutions. Learn more about the benefits of speech analytics at mycallfinder.com, or call us at 1-800-639-1700.