CallFinder Features

Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring

Generates quality and performance reports

Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback

Tools for educating and training agents

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Set up connections to third-party platforms to improve business processes

Helps ensure customer privacy and data protection

Help companies comply with state and federal laws such as TCPA and DNC.

Updates compliance information based on the most recent changes to regulations.

Manage exemptions to reclaim phone numbers that are incorrectly classified.

Provide integration with phone systems and auto-dialers.

Provide integration with marketing and CRM software.

Provide integration with other third-party applications that use phone numbers.

Provide or integrate with scrubbing services to validate dialing lists.

Deliver blocking features to ensure that employees cannot call restricted numbers.

Ability to create custom rules for each campaign to ensure compliance.

Validate phone numbers when gathering information on new customers.

Offers complete visibility into agent availability to efficiently create and manage schedules.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Allows agents to set their own preferences, request time off, and trade shifts.

Allows users to access the software using mobile devices.

Set and monitor service level agreements to ensure timely response and resolution

Organize and manage the accomplishments and development of employees or performance of applications or systems

Monitor wait time and abandonment for incoming requests that have not been routed

Track and manage adherence to policies for any service, product, process, or supplier

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

Manage attendance for classes, shifts, meetings, or events

Track employee schedules, availability, and performance across projects and tasks

Track and manage employee time-off, vacation, and sick leave requests

Automates some or all operation related tasks

Statistical data that helps identify improvement areas, delays or interruptions, and output of an employee

Has a centralized dashboard for users to interact with.

Predict labor requirements based on past and present data/trends

Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Sends voice calls to a specific queue based on predetermined criteria

Use AI to generate content in the form of text, images, videos, etc.

Use AI to generate content in the form of text, images, videos, etc.

Ability to chat online in real time

Transfers live calls to other agents

Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Highlight specific time marks for annotation and review purposes

Manage and track all past and future calls.

Analyze and gain insights into data in real-time

Monitor wait time and abandonment for incoming requests that have not been routed

Receive data and information in real time

Application programming interface that allows for integration with other systems/databases

Active monitoring of systems, applications, or networks

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Distribute/route/connect calls

Track and document all activities across devices, networks, and other systems

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Predefined actions automatically performed on the occurance of specific events

Set up connections to third-party platforms to improve business processes

Automatically record calls at predetermined times

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Listen to live phone conversations for the purpose of training and assessing agent performance

Move files across different systems or networks

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and report on all incoming and outgoing calls

Voice conversion to text

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

Track and report on call outcomes

Computer-telephony integration is the use of computers to manage telephone calls

Manage, organize, and store contact information

System calls multiple numbers at once and connects the agent to the first number that answers

Computer-based system that allows users to send and receive voice messages

Identify the number and contact information of a caller before answering the phone

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Sends voice calls to a specific queue based on predetermined criteria

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Record live video calls to play later

System that automatically dials calls

Communicate using direct chat or messages within the system

Record the audio of phone conversations for quality assurance purposes

Alter the layout and content of reports

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Track interaction history by documenting conversations for contacts

Predict future data based on historical data sets

Interact with data visualization elements, such as charts and graphs, to drill down into data

Analyze the current state of sales data to accurately understand trends and forecast future sales numbers.

Record audio or import/upload audio files

Receive and/or send email notifications for urgent updates, requests, or other information

Attach digital tags to documents and assets for identification, search, or monitoring purposes

Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support

Process and analyze human language in text or audio form

Gauge satisfaction and receive information for improvement and success

Use AI to convert voice into text automatically

Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels

Analyze, correct, and monitor speech for transcriptions or recordings

Online portal through which end users can access the system, manage tasks, or obtain information

Organize and manage the accomplishments and development of employees or performance of applications or systems

Record the audio of phone conversations for quality assurance purposes

Search and filter data across systems to locate required information by entering keywords or certain criteria

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Track and manage adherence to policies for any service, product, process, or supplier

Manage and support multiple languages

Compliant with HIPAA, which sets standards for sensitive patient data protection

Protect sensitive data for digital privacy

Provide agents with a typical response for common call subject matter

Systematic evaluation of various aspects of a project or service to prevent defects or issues

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

Manage and track all internal and external communication conducted via calls, email, text, or chat

Organize and group data or items based on various criteria

Identify different languages

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Manage and track employee attendance

Listen to live phone conversations for the purpose of training and assessing agent performance

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Designed for call centers

Track and measure time worked for employees

Set up connections to third-party platforms to improve business processes

Use AI to generate content in the form of text, images, videos, etc.

Track and report on everything that happens within the system or network

View and track pertinent metrics to find patterns and gain insights from data

Application programming interface that allows for integration with other systems/databases

Record the audio of phone conversations for quality assurance purposes

Manage the process of evaluating documents or requests submitted for approval

Track employee skills, competencies, training & qualifications

Track and document all activities across devices, networks, and other systems

Utilize third party services to cover unforeseen labor needs

Conduct & deliver coaching sessions to improve employee performance or facilitate development

Electronic storage of staff/employee contact information and job status in a centralized repository

Track/log the amount of time employees worked per job using a timer

Agents can view and manage all customer requests and interactions.

Visualize and analyze customer experience across all touchpoints and channels

Conduct & deliver coaching sessions to improve employee performance or facilitate development

Monitor wait time and abandonment for incoming requests that have not been routed

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Listen to live phone conversations for the purpose of training and assessing agent performance

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Tool to send questionnaires to customers to gauge feedback

Agents can view and manage all customer requests and interactions.

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Provides a channel for team members to share media files, communicate, and work together

Boards that use custom metrics to show how leading performers compare to other individuals/teams

Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs

A set of processes to optimize the productivity of its employees

View and track pertinent metrics to find patterns and gain insights from data

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

System calls multiple numbers at once and connects the agent to the first number that answers

Connect with meeting participants remotely over video

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Tracking the status of previously identified performance measurements

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Manage, organize, and store contact information

Create multiple models or equations for generating scores

Receive system updates as soon as any changes are made

Track interaction history by documenting conversations for contacts

Record the audio of phone conversations for quality assurance purposes

Software program that continuously adjusts its behavior based on observed data

Record and save a video file of what is happening on a computer screen

Streamlining repetitive tasks and activities through automated and predefined workflows