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How It Works

Let CallFinder Help Your Business

CallFinder automatically converts the spoken content of agent-customer interactions into structured data for instant categorization and analysis. CallFinder will automatically report on agent performance and customer experience while extracting vital business intelligence that reveals insights to help you reduce costs, improve agent performance, and provide the optimal customer experience. When you use CallFinder, you gain access to out-of-the-box call categorization, call scoring, analytics dashboards, reporting, and MyAnalyst support services.

Businesses use CallFinder to:

  • Gain visibility into the voice of the customers.
  • Monitor agent script and regulatory compliance.
  • Enhance workforce training.
  • Manage quality monitoring.
  • Analyze and improve business processes.
  • Discover revenue opportunities.

CallFinder will help your business gain insights and apply context to key performance metrics like:

  • AHT – Average Handle Time
  • CSAT – Customer Satisfaction scores
  • CES – Competitive intelligence
  • FCR – First Call Resolution rates
  • NPS – Net Promoter Scores
  • Call Conversion Rates

How CallFinder Works

CallFinder indexes thousands of calls in near real-time, processing the metadata in a systematic way so that actionable trends begin to emerge, ultimately transforming unstructured, unleveraged data into actionable business insights that you can implement immediately.

With CallFinder, you can create searches to aggregate data into designated categories, and generate automated reports to inform your business of what customers are saying and how agents are performing.

Delivery Options

Choose the Most Suitable Delivery Option for Your Business

We offer several delivery models to accommodate your business.

CallFinder is a fully licensed telecom carrier through our relationship with 800 Response Marketing, LLC. We can carry your call traffic and route your inbound calls to any phone number (toll-free or local). Our network will record 100% of the inbound call traffic to the phone lines you choose, index the recordings through our speech analytics solution, and automatically categorize the calls based on your search definitions. When we carry your call traffic, we record and analyze your calls in real-time. The process is smooth, fast, and the services are more cost-effective since it eliminates the need for a third-party call recording vendor. Recordings are available for review immediately following call completion.

CallFinder’s powerful speech indexing platform can also process pre-recorded files, without requiring you to route your calls through our telecom platform. Simply send your call recordings and metadata to CallFinder for processing, and then access your call searches, agent-customer analytics, and call reporting through the CallFinder user interface. We can process virtually any call recording format, and you can choose to send your calls as they happen, or in batches.

Data Security

We take the security and protection of your data seriously. CallFinder rests upon a network and software architecture, with security policies and procedures which comply with requirements of the Payment Card Industry (PCI) Data Security Standards (DSS), and as such can complement customers’ own compliance efforts. Call recordings which may contain sensitive authentication data (SAD) will be transmitted to CallFinder from customer premises using Transport Layer Security 2.0. Any SAD encountered in call recordings will be automatically removed and replaced with silence as part of CallFinder’s audio ingestion and redaction processing.

PCI Compliance

If you process payments over the phone, we have you covered. CallFinder is a PCI certified provider of call recording and speech analytics solutions. Through a combination of advanced applications, we will redact credit card numbers, social security numbers, and other personally sensitive information that is being exchanged during agent-customer interactions. Our speech analytics specialists here at CallFinder can provide you with more details on how we accomplish PCI DSS and our certification and validation.

Data Redaction

Data redaction is the suppression of sensitive data, such as any personally identifiable information (PII) like social security numbers, credit card numbers, and other private information that your customers may share with you in order to conduct business. CallFinder has the ability to redact this sensitive call data during the processing of conversations, preventing users from accessing confidential information, and in order to protect your customer information, and your business’s reputation.

The Benefits of Data Redaction

There are many benefits to implementing CallFinder’s secure data redaction solution.
• Eliminates the capture and storage of your sensitive call data, preventing CallFinder users from accessing confidential information.
• Protects your customers, and your company’s privacy.
• Reduces the chance of litigation for abuse of privacy laws and regulations.

Learn more about our compliance with PCI standards, and our redaction capabilities by speaking with a CallFinder Specialist today.

HIPAA Compliance at CallFinder

CallFinder is currently serving customers who are required to be HIPAA-compliant, and we are ready to include the appropriate language in our Service Order Form to address HIPAA’s rules, including the Standards for Privacy of Individually Identifiable Health Information, as may be required by the customer. We are prepared to execute the appropriate Business Associate Agreement upon request.

Learn more about our compliance with PCI standards, and our redaction capabilities by speaking with a CallFinder Specialist today.

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