CallFinder
By CallFinder
CallFinder is a well-established provider of cloud-based speech analytics, call monitoring, and conversation intelligence solutions for contact centers and quality assurance teams. The company is noted for its strong focus on managed service, deep customization, and delivering insights that drive operational, compliance, and customer experience improvements.
CallFinder delivers an end-to-end speech analytics solution designed to integrate seamlessly with any call center system or call recording provider. Its platform analyzes 100% of customer interactions, enabling organizations to monitor quality, automate scorecards, evaluate agent performance, and generate actionable business insights. What truly distinguishes CallFinder is its “managed client support” model: every customer is paired with a dedicated Speech Analyst who proactively guides onboarding, custom configuration, reporting, and ongoing optimization.
CallFinder was founded by Ray Kaminski and is based in Burlington, Vermont, USA. Building on expertise in cloud communications and artificial intelligence, CallFinder has steadily grown since its inception to serve a broad spectrum of industries—finance, healthcare, insurance, collections, utilities, and more. Its reputation for high-touch onboarding, ongoing managed support, and tangible business ROI has established CallFinder as a trusted partner for organizations with demanding QA and compliance needs.
Core features and product strengths include:
Managed client services and assigned Speech Analyst guidance
Agent scorecards (automated, customizable, unbiased)
Call transcriptions and searchable recordings
Real-time and post-call analytics reporting
Sentiment and emotion analysis (detecting caller/agent mood, silence, overtalk)
Compliance and risk monitoring
Keyword and phrase spotting tailored to business objectives
Script adherence and trend detection
QA coaching recommendations and agent performance dashboards
Multi-language analytics and support for global teams
Cloud data archiving, compliance with SOC 2, HIPAA, and GDPR
CallFinder maintains an agile release schedule, introducing enhancements and new features several times annually (minor improvements and customizations arrive even more frequently as needed). Recent updates include:
Advanced sentiment and emotion analytics
Enhanced script compliance monitoring
Agent coaching modules fueled by AI and analytics
Real-time alerting and trend detection for QA risks
The company culture at CallFinder emphasizes partnership, long-term relationships, transparency, and results-oriented service. Every client relationship is seen as a partnership, with ongoing access to expertise, training, optimization, and custom feature development. The team values data-driven improvement, proactive support, and adapting the platform to evolving customer needs.
CallFinder’s user base includes credit unions, financial services, healthcare providers, insurance firms, utilities, BPOs, and call centers of all sizes. Their platform is particularly well-suited to organizations with high compliance demands, complex QA needs, and multi-channel environments. The user community benefits from a resource library, webinars, best practice guides, ongoing analyst support, and forums for knowledge sharing and feedback on product direction.
