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Speech Analytics Features

CallFinder’s robust suite of features gives you everything your business needs to extend the benefits of speech analytics beyond the call center. Discover insights to share with all departments within your organization, including marketing, sales, and legal departments.

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Full Suite of Call Center Monitoring Tools

CallFinder includes all of the necessary analytics reporting elements needed to help your call center reach established performance goals and turn your recorded calls into valuable assets. With a full suite of call center reporting software tools, CallFinder provides your business with the data to make informed, strategic business decisions that will improve company procedures, reduce costs, and enhance the customer experience.
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Call Scoring

Consistently score 100 percent of your customer interactions to improve agent performance and the customer experience. CallFinder enables the precise review of every call that your agents field, pinpointing areas where they are struggling while highlighting their strengths. This allows you to facilitate and track individual agent and team progress by setting goals and formulating metrics around company standards and procedures.
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Analytics Reporting

Capture top-line statistics and drill down into specific search categories and conversations for more detailed analysis of call trends, and listen to calls to analyze agent performance and hear the voice of the customer. Analytics reporting can be segmented and downloaded for further analysis, reporting, and sharing across the organization to evaluate and coach agents and employees, and implement change management.
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Speech to Text Transcription

CallFinder’s speech to text transcription enables users to easily search full transcripts of agent-customer call transcriptions for keywords, providing a quick visual into 100% of contact center interactions. CallFinder’s speech recognition technology empowers businesses to turn customer interactions into valuable resources.
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Emotion & Sentiment Analysis

CallFinder’s speech to text transcription engine uses intelligence gathered within interactions to scan calls for sentiment and emotion. Sentiment Analysis uses specific words and phrases to quantify the mood of a conversation. The data gathered from CallFinder’s sentiment and emotion detection has many benefits, including improving CX and agent performance.
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Speech Analytics Applications

With CallFinder, you can schedule daily statistical reports on your specific searches to go to an unlimited number of contacts. These reports include topline statistics to help departments spot trends and identify areas for improvement to contribute to the overall success of the business. The call recordings can also be shared to further assist department heads and mangers find the specific calls and/or employees that may require additional attention and training.

There are so many ways to use CallFinder’s speech analytics technology. Explore our resource center to learn more about how to gain critical business insights and customer intelligence to make informed strategic business decisions.