Name: CallFinder
Author: CallFinder

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

Accessibility Testing

Development

Classroom Management

Virtual Classroom

Education

Business Intelligence (BI)

Collaboration

Data Extraction

Emissions Management

Integrated Workplace Management (IWMS)

Intellectual Property (IP) Management

Risk Management

Enterprise

Accounting

Digital Banking

Nonprofit Accounting

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Authorization

Cloud Storage

Configuration Management

Data Collaboration

Fraud Detection

Game Engine

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

IoT Security

LAN Switches

License Management

Network Performance Monitoring

Network Security

Open-Source Database

Operating Systems

SOA Governance

Service Desk Outsourcing

Single Sign-On

Vendor Risk Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Appointment Scheduling

Audience Intelligence

Content Experience

Content Management

Customer Journey Mapping

Email Marketing

Influencer Marketing

Market Research

Marketing Automation

Social Media Management

Survey & Forms Building

Text to Speech

Video

Video Marketing

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Performance Management

Social Commerce

Sales

Virtualization Security

Security

Agriculture

Banking

Donor Management

Equipment Rental

Rental Property Management

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.

SAP Analytics Cloud for Business Intelligence

SAP Analytics Cloud for Planning

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.

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Premium

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CallFinder

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BI Platform

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)

Oracle

MS SQL Server

IBM DB2

Postgres

MySQL

ODBC

Cloudera Hadoop

Hortonworks Hadoop

EMC Greenplum

IBM Netezza

HP Vertica

ParAccel

SAP Hana

Teradata

Sage 500

Google Analytics

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

Ad-hoc Reporting

Ad-Hoc Reports are reports built by the user to meet highly specific requirements.

Drill-down analysis

Drill down analysis is the ability to get to a further level of detail by going deeper into the hierarchy.

Formatting capabilities

Ability to format output e.g. conditional formatting, lines, headers, footers.

Predictive modeling

Predictive modeling is the ability to build future forecasting models.

Integration with R or other statistical packages

Integration with the open-source R predictive modeling environment.

Report sharing and collaboration

Report sharing and collaboration is the ability to easily share reports with others.

Report Output and Scheduling

Ability to schedule and manager report output.

Publish to Web

Publish to PDF

Output Raw Supporting Data

Report Versioning

Report versioning is the assignment of version numbers to each version of a report to help in tracking.

Report Delivery Scheduling

Report Delivery Schedule is the ability to have reports delivered to a destination at a specific data and time.

Delivery to Remote Servers

Ability to deliver reports to remote servers

Data Discovery and Visualization

Data Discovery and Visualization is the analysis of multiple data sources in a search for patterns and outliers and the ability to represent the data visually.

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

Pre-built visualization formats are canned visualization types that can be selected to visualize different kinds of data.

Location Analytics / Geographic Visualization

Location analytics is the visualization of geographical or spatial data.

Predictive Analytics

Predictive Analytics is the ability to build forecasting models based on existing data sets.

Support for Machine Learning models

Machine learning refers to computer programs that can learn when exposed to new data.

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.

Role-Based Security Model

Role-based access means that access to data is determined by job or position in the corporation.

Multiple Access Permission Levels (Create, Read, Delete)

Multiple access permission levels means that different levels of users have different rights.