features

Real-Time Call Categorization

Simplify How You Listen to Calls

Call Categorization - Search Names

Real time call categorization is a fundamental component of our speech analytics solution. Categorization is a method of automatically tagging call recordings that contain certain keywords and phrases that you have identified as important to your business.

CallFinder will record 100% of your calls, and then automatically categorize them within one or multiple searches that you have defined within the dashboard.

Our real time call recording and speech analytics solution allows you to identify,
quantify and qualify customer conversations that contain the specific keywords and phrases that you define.

We understand that listening to every call, in its entirety, is not a possibility given time and financial constraints. This is why we built a unique audio player that identifies the exact point within a conversation where each keyword and phrase occurs, so you can identify and play back the most important point of the call.

Easily Categorize Conversations As They Happen

Through extensive work with our customers, we have discovered that there are some common business challenges that calls tend to present; however, CallFinder’s real time speech analytics solution is completely flexible. We understand that your objectives, keywords and phrases are completely unique to your business.

Some common business objectives include:

  • Gaining business insights – capture the customer experience, identify product and purchase trends across your customer base, and identify valuable leads.
  • Ensuring script compliance – monitor the percent of employees that stay on script, and identify the ones that need redirection.
  • Improving workforce training – identify instances of non-compliance, or where no appointment is set, to retrain agents who are not following the new script.
  • Improving sales and marketing effectiveness – categorize calls by source of inquiry and collect statistics on the frequency of client inquiries about specific products

There are other common business goals, which can be addressed through real time call categorization of your recordings. Learn more here.

Filter Call Records to Fine-tune Search Results

CallFinder’s real time speech analytics solution will sort, tag and categorize your calls as they come in and then present them in a user-friendly online interface for analysis. You can then filter your call records within a search definition to narrow in on specific date ranges, times of day, days of the week, call durations, and also sort and organize calls by specific employee using the employee tracking solution.

Schedule a Demo:

Want to get a better understanding of how CallFinder categorizes call recordings and organizes your conversations with customers? Contact a CallFinder account manager today to schedule a free demo.

Easily Discover the Conversations    1-800-639-1700