CallFinder vs. CallTrackingMetrics Comparison Chart

Call centers face many challenges, and agents in a call center are put in difficult positions on a daily basis, whether that's due to angry customers, technical issues, or managers who aren't given the right tools to train and coach agents properly. CallFinder allows you to measure agent performance, as well as the overall performance of the call center, based on your needs and the needs of your customers.

Call center and contact center managers no longer have to be burdened by manually monitoring and scoring a small sample of agent calls. CallFinder’s Automated Call Monitoring and Automated Scorecard solution gives supervisors an accurate view into agent performance, the customer experience, and much more.

With CallFinder, you can turn your call recordings into valuable assets by identifying areas for improvement that will 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 to gain value from your call recordings, such as critical business insights and customer intelligence, to make informed decisions.

Being a contact center agent is often a difficult job. Agents have to address technical problems, follow scripts, handle angry customers and work in a fast-paced environment. When you also consider all this, it’s no wonder why some contact center agents get a little stressed out on occasion. Now you can reassure your agents and measure contact center performance with CallFinder’s automated contact center quality assurance software to track contact center performance.

Conversation intelligence, also known as conversation analytics or speech analytics, is an innovative technology that leverages the cutting edge of natural language processing (NLP), speech recognition, and machine learning algorithms to transcribe, comprehend, and derive valuable information from spoken interactions. By transforming recorded conversations into structured, analyzable data, this powerful technology gives organizations the ability to automatically gain insights into customer sentiments and behaviors.

Similar to call sentiment analysis, speech emotion recognition measures certain aspects of the agent-customer interaction to determine whether the overall emotion of either the customer or the agent is positive, negative or neutral. Accessing, detecting and analyzing customer emotions is valuable to businesses because it allows QA Managers to monitor contact center performance, specific agent performance, and customer experience metrics.

With CallFinder's speech analytics solution, you can help your Sales managers monitor and improve sales calls. By automatically analyzing your calls based on the sales criteria you set up, your managers will have more time to manage and coach agents, using the data-driven insights and automated scorecards by teams and agents, scoring 100 percent of your calls.

Sentiment analysis is included in all of CallFinder’s products to help businesses determine whether the overall experience of any conversation is positive, negative or neutral. This valuable feature monitors the customer experience to understand how callers feel about the company as a whole, including brand and product sentiment, how the company compares with competitors, and any other aspect of the customer experience.

Speech analytics transforms customer conversations into actionable insights using automated technology. More specifically, speech analytics software takes the automated call transcriptions and analyzes customer interactions to provide immediate insights about your customers and your business. Speech analytics can improve CX, boost call center performance, grow revenue, and the automated tools save both time and money. Automated call scorecards give you an even deeper understanding of how your agents handle calls, ultimately helping you identify and track the metrics that matter most to your business or call center.