Name: CallFinder
Author: CallFinder

Help Desk

Web and Video Conferencing

Customer Support

Feature Management

Functional Testing

Mind Mapping

Development

Business Intelligence (BI)

Calibration Management

Collaboration

Dropshipping

Enterprise Search

Integrated Workplace Management (IWMS)

Intellectual Property (IP) Management

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

Employee Performance Management

HR Management

On-Demand Payment

Payroll

Resume Parsing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

3D Printers

3D Printing

Business Process Automation

Cloud Storage

Configuration Management

DevSecOps

Disk Cloning

Fraud Detection

IT Professional Services

Integration Platform as a Service (iPaaS)

Interoperability

Metadata Management

Network Access Control (NAC)

Network Performance Monitoring

Remote Monitoring and Management

SaaS Backup

Scale-Out Storage

Server Virtualization

Static Application Security Testing (SAST)

Storage Area Network

Test Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Ecommerce Personalization

Email Marketing

Event Management

Marketing Attribution

Marketing Automation

Search Marketing Intelligence

Social Media Advertising

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Transcription

Professional Services

Customer Relationship Management (CRM)

Sales

Secure Service Edge (SSE)

Security

Car Rental

Construction Accounting

Direct Secure Messaging

Home Health Care

Hospital Management

Medical Office EMR & EHR

Population Health Management

Veterinary

Vertical-Specific

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### Agent Performance and Coaching
Users consistently praise CallFinder for its agent performance tracking and coaching capabilities. The platform's ability to provide insights into agent behavior and performance in a scorecard format has been particularly lauded. Users appreciate the customizable nature of CallFinder, allowing them to pinpoint quality opportunities for agents and ensure compliance across various client programs. While some users have noted occasional issues with loading speed, overall, the platform is seen as user-friendly and effective for monitoring team and individual progress, enhancing customer service, and meeting client needs. Despite some organizational challenges in fully utilizing the available data, users generally find CallFinder to be a valuable tool for tracking and improving agent performance through coaching and development.

### Quality Assurance and Compliance
Users appreciate CallFinder's quality assurance and compliance functionalities for streamlining agent coaching and ensuring adherence to required protocols. While some users find it beneficial in reducing the need for a large team of quality coaches, others express concerns about its impact on the career path of QA employees. The tool's ability to analyze calls and provide insights into call center performance is seen as a valuable asset, although there are mixed opinions on the organization's utilization of the available data.

### Call Monitoring and Listening
Users seem to have varying opinions on CallFinder's call monitoring and listening capabilities. While some users appreciate the ease of pulling up calls and the sound quality, others express frustration with the challenges of finding specific calls and the accuracy of the scoring system. Despite the mixed feedback, it is evident that CallFinder plays a significant role in enhancing call center operations and providing insights into call drivers. The need for human interaction to ensure accurate scoring is acknowledged, highlighting the importance of a balanced approach to call monitoring and analysis.

### Call Scoring and Evaluation
Some users appreciate the ease of use and the ability to score 100% of calls with CallFinder, along with features like viewing transcripts and analyzing customer sentiment. However, there are concerns about the accuracy of the scores, with the recognition that human interaction is still necessary for validation. Despite improvements in accuracy, there are mentions of the potential for the system to be manipulated, leading to skewed results.

Users recommend having a good knowledge of scripting and variations to effectively set up CallFinder. They have found that understanding different scripting approaches allows them to customize the system to their specific needs and capture more accurate responses.

Reviewers suggest being experimental with the language used in CallFinder to ensure accurate results. By trying different phrases and wording, users can improve the system's ability to identify and transcribe speech accurately.

After some initial training on the basics, users find CallFinder easy to use. They recommend investing time in learning the fundamentals of the software, as it enables them to navigate the system smoothly and take full advantage of its features.

CallFinder is highly recommended for tracking performance. Users appreciate the system's ability to analyze and monitor call recordings, allowing them to gain valuable insights into customer interactions and employee performance.

There are no specific recommendations provided at this time by users.

CallFinder is a software that offers various use cases for users seeking to improve their call center operations and enhance their overall performance. Users have found great value in using CallFinder to coach their teams on improving call quality and results. By monitoring agent quality and providing timely discussions about calls, CallFinder enables supervisors to effectively identify agents who may not be following procedures, leading to opportunities for coaching and development. This has resulted in better communication effectiveness and a more efficient management of call center staff, resulting in time and cost savings.

Additionally, CallFinder's speech analytics feature provides users with a more holistic picture of the call center's successes and challenges. While manual quality assurance is still necessary, users appreciate how CallFinder helps them identify call drivers and make quality assurance less burdensome. The software also assists businesses in scaling their operations while ensuring strict compliance, maximizing efficiencies in the call center. With its reliable platform and excellent support from the CallFinder team, users have been extremely satisfied with the setup, onboarding process, and continuous assistance provided by the company. Overall, CallFinder's benefits include tracking progress, maintaining high customer service levels, meeting clients' needs, and understanding nuanced customer interactions leading to specific outcomes.

Spotfire, formerly known as TIBCO Spotfire, is a visual data science platform that combines visual analytics, data science, and data wrangling, so users can analyze data at-rest and at-scale to solve complex industry-specific problems.

Spotfire Cloud - Analyst

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Spotfire

Qlik Sense® is a self-service BI platform for data discovery and visualization. It supports a full range of analytics use cases—data governance, pixel-perfect reporting, and collaboration. Its Associative Engine indexes and connects relationships between data points for creating actionable insights.

Qlik Sense Enterprise on Windows

Standard

Premium

CallFinder

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Administration via Windows App

Administration via MacOS App

Administration via Web Interface

Live Connection to External Data

Snapshot of External Data

In-memory data model

OLAP (Pre-processed cube representation)

ROLAP (SQL-layer querying)

Multi-Data Source Reporting (Blending)

Data warehouse / dictionary layer

ETL Capability

ETL Scheduler

Supported Data Sources

Data sources that can be consumed by the application.

MS Excel Workbooks

Text Files (CSV, etc)

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ODBC

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BI Standard Reporting

Standard reporting means pre-built or canned reports available to users without having to create them.

Pixel Perfect reports

Pixel Perfect reports are highly-formatted reports with graphics and ability to preview the report before printing.

Customizable dashboards

Customizable dashboards are dashboards providing the builder some degree of control over the look and feel and display options.

Report Formatting Templates

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Drill-down analysis

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Formatting capabilities

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Integration with R or other statistical packages

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Report sharing and collaboration

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Publish to Web

Publish to PDF

Output Raw Supporting Data

Report Versioning

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Delivery to Remote Servers

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Data Discovery and Visualization

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Pre-built visualization formats (heatmaps, scatter plots etc.)

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Location Analytics / Geographic Visualization

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Predictive Analytics

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Support for Machine Learning models

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Pattern Recognition and Data Mining

Pattern recognition and data mining mean the ability to recognize hidden patterns in large quantities of data.

Access Control and Security

Access control means being able to determine who has access to which data.

Multi-User Support (named login)

Named model access means that users have access based on name and password.