CallFinder
بواسطة CallFinder
CallFinder typical implementation process:
Discovery & Planning: CallFinder assigns a Speech Analyst to consult with your QA team, define goals, and assess integration requirements to ensure the solution fits your call center environment and desired outcomes.
Data Integration & Setup: The CallFinder team handles the technical integration with your existing call recording provider or call center system, managing all data onboarding, secure connections, and compatibility checks with your tech stack.
Configuration & Customization: Custom keyword lists, categories, agent scorecards, workflows, and reporting templates are designed and configured by CallFinder’s experts in close collaboration with the client.
Analytics & QA Calibration: Test runs, scorecard calibration, and analytics setup ensure the speech analytics engine’s accuracy—your dedicated Speech Analyst works with your team for fine-tuning and user training.
Staff Training & Onboarding: Guided training sessions introduce staff to features, dashboards, agent scoring, and QA workflows, providing support resources and best practices for adoption.
Go-Live & Review: The solution is launched, with all dashboards, real-time alerts, and integrations active and monitored for stability; additional support is provided during the initial transition period.
CallFinder can be extensively customized to fit specific business needs, making it suitable for diverse contact center environments and unique operational requirements:
Custom Scorecards: Organizations work with a dedicated CallFinder Analyst to create fully customized agent, team, or call scorecards reflecting their own target phrases, performance metrics, and compliance criteria. Categories, scoring weights, and reporting intervals are tailored to each client’s workflows and KPIs.
Personalized Analytics & Reports: Analytics dashboards, QA reports, and trending indicators can be configured to reflect your business’s specific benchmarks, agent performance expectations, and quality thresholds. Detailed reports can be scheduled daily, weekly, or monthly, and data filtered according to department or campaign.
Keyword, Phrase & Sentiment Settings: Clients define custom lists of keywords, phrases, or topics for real-time or post-call analytics, as well as customize which types of sentiment, emotion, or call events (compliance, greetings, escalations, etc.) are tracked within their environment.
Workflow & Alert Customization: Workflows, real-time alerts, call routing logic, scorecard triggers, and integration paths are user-defined, allowing the system to focus on high-impact operational areas like compliance, sales conversions, onboarding, or customer churn.
Agent Coaching Modules: Coaching and training recommendations are tailored through custom scorecard insights, enabling managers to pinpoint areas for immediate improvement and refine onboarding materials based on real, business-specific scenarios.
Integration Flexibility: The CallFinder solution is purposely technology-agnostic, integrating with almost any call recording provider or call center technology. Custom connectors, API paths, and embedding options make the platform adaptable to varied tech stacks.
Flexible Pricing and Deployment: Pricing and deployment terms are bespoke, fitting your scale (from small businesses to multi-site enterprise deployments), periods of high/low volume, or hybrid work situations.
Ongoing Analyst Support: Dedicated CallFinder analysts proactively help businesses update categories, create new reports, recalibrate scoring, or implement new initiatives as the business evolves—this level of service is rare in the speech analytics industry.
CallFinder offers training and ongoing support designed to help new users and organizations achieve rapid adoption, effective use, and long-term value:
Dedicated Speech Analyst Partnership: Each client is assigned a Speech Analyst who provides personalized onboarding, goal setting, and ongoing strategic guidance, serving as a long-term partner for QA optimization and continuous system tuning.
Guided Implementation & Onboarding: CallFinder handles all setup (“heavy lifting”) and walks users through integration, system configuration, and custom scorecard creation, ensuring a low-stress, hands-on launch experience.
Agent & Manager Training: Team members receive tailored training on dashboards, scorecards, search tools, and agent performance review, with an emphasis on practical coaching and workflow productivity.
AI-Driven Coaching & Automation: The platform includes built-in QA automation, objective scoring, and coaching modules to help supervisors track agent performance, uncover trends, and streamline ongoing training efforts.
Resource Library & Best Practices: Users have access to an extensive resource library featuring step-by-step guides, FAQs, video tutorials, and best practice documents on speech analytics, QA workflows, and agent development.
Ongoing Optimization & Support: Regular check-ins, performance reviews, and system optimization are part of the managed client service, with your analyst making adjustments or helping launch new features as your business evolves.
Automated QA & Reporting: Automated scorecards, real-time alerts, and analytics dashboards simplify follow-up and provide actionable insights without manual effort.
Live Support & Customer Success: Users can reach out for support at any time via dedicated phone, email, or portal—prompt responses and issue resolution are a focus.
Long-Term Knowledge Capture: With features like 12-month call storage and review, CallFinder helps managers conduct year-end or long-term performance reviews, ensuring coaching and QA activities result in organizational growth.
CallFinder implements a robust set of security measures to protect customer data and ensure privacy and compliance for all users:
SOC 2 and HIPAA Compliance: The platform is both SOC 2 and HIPAA compliant, offering strong assurances for security, confidentiality, and privacy. This means CallFinder adheres to rigorous independent standards for handling sensitive data, making it suitable for healthcare and regulated industries.
Cloud Security and Regional Servers: CallFinder provides secure cloud-based storage and can utilize cloud servers in geographic regions dictated by the customer's requirements, ensuring compliance with local data residency regulations.
Encryption: Data is protected by encryption at rest and in transit, reducing the risk of unauthorized access, interception, or breaches during storage and transmission.
Access Controls: The system enforces strict access controls, ensuring that only authorized users can view, edit, or export sensitive QA data, reports, or call recordings.
Compliance Monitoring: Speech analytics features help monitor and enforce compliance (such as script adherence), reducing risk of non-compliance, and generating audit trails for quality assurance.
Regular Security Audits: CallFinder routinely conducts security audits and compliance checks to identify and mitigate vulnerabilities and align with evolving regulatory requirements.
Incident Response and Breach Notification: Policies and procedures are in place for the detection, response, and prompt notification of any data breaches, helping minimize potential risks to users and customers.
User Rights and Privacy Controls: Clear privacy policies, user data rights, and options for access, correction, or deletion of personal data are provided, in line with GDPR and other regulatory standards.
CallFinder releases updates and new features on a rolling basis, with updates managed through an agile, client-responsive process. Major enhancements, such as the launch of new analytics modules (e.g., sentiment insights, silence and overtalk detection) and dashboard changes, are rolled out several times per year, but minor improvements, bug fixes, vocabulary updates, and requested client customizations can be delivered much more frequently—often as soon as requests or needs arise.
The release management process is collaborative and prioritized based on customer input: organizations are encouraged to reach out to their assigned Speech Analyst or through support channels to suggest features, request adjustments, or report concerns. The CallFinder team tracks these needs and incorporates them into their regular deployment schedule, ensuring prompt responses to evolving requirements. Users are notified of major feature changes via newsletters, onboarding messages, support sessions, and updates from their Speech Analyst.
Updates are typically deployed seamlessly across the cloud-based platform, requiring no manual intervention or downtime for end users. Vocabulary, search logic, and category lists are regularly updated to reflect business-specific terminology or regulations, further tailoring CallFinder’s solution to its clients’ changing environments.
CallFinder’s policy on data ownership and portability is aligned with modern privacy standards and offers customers strong control over their information:
Data Ownership: CallFinder’s clients (the organizations using the software) remain the primary owners of their call data, scorecards, and any customer or agent interaction records within the system. These rights are reinforced in customer agreements, which take precedence over the general privacy policy for users of the platform.
Portability and Export: Customers have the right to access and export their data. Upon request, administrators can export call recordings, transcripts, performance reports, and other stored data in structured, commonly used, machine-readable formats. This ensures organizations can transition data to other systems if they change vendors or need records for compliance, auditing, or migration purposes.
Deletion and Consent: CallFinder supports user requests for data correction and deletion, compliant with major data regulations. Data is only retained as long as necessary for the service, and users can request removal of personal information as needed.
Location and Data Residency: Clients purchasing CallFinder cloud services can select the region where their data will be stored, helping to meet local residency or compliance needs. This policy ensures control over where organizational data physically resides.
Contractual Protection: Specific data ownership and processing rights—including the ability to export or delete information—are detailed in each client contract, ensuring that data usage is only as broad as necessary for service delivery and never for unrelated third-party purposes.
CallFinder’s terms for scaling up or down as organizational needs change are designed to provide flexibility and accommodate evolving business requirements:
Flexible Licensing: Organizations can add or remove monitored licenses, agent seats, or features as their call volume or QA needs change, often on a monthly or annual billing cycle.
No Long-Term Lock-In: There are no steep penalties or fixed, long-term contracts that prevent scaling down; customers may decrease the number of seats, features, or customized scorecards at renewal, with charges recalculated for the new term.
Mid-Term Adjustments: Scaling up (adding users, scorecards, or capabilities) can usually occur mid-contract, with prorated pricing applied for the remainder of the billing period—ensuring instant access to new features or increased monitoring when needed.
Easy Downgrades: To scale down (remove users or features), clients submit a request or change the subscription via self-service or direct support. The reduced configuration takes effect in the next billing cycle or contract renewal without extra downgrade fees.
Custom Consulting: Dedicated Speech Analysts and account managers help organizations identify the right scale as contact center needs change, ensuring contracts and features align with usage and business goals.
Transparent Pricing: Publicly and contractually, CallFinder states it will “help you find the perfect solution” with pricing that adjusts as your QA requirements evolve.
CallFinder’s contract renewal and cancellation terms are structured to provide clarity and flexibility for organizations:
Auto-Renewal: Contracts and subscriptions typically renew automatically at the end of each term (monthly or annual), unless the customer provides advance notice of intent to cancel. This automatic renewal rule is generally outlined during the sales agreement or onboarding process.
Notice Required for Cancellation: Customers wishing to avoid renewal must give written notice (often 30 days or a specified period before the renewal date) to cancel the contract. If proper notice is not received, the agreement will renew for the next period.
Cancellation Process: Cancellation typically takes effect at the end of the current billing or contract cycle. After cancellation, customers may continue to access the platform until the paid term expires, but no further renewals or charges occur.
Refund Policy: CallFinder generally does not issue refunds for unused services after the renewal or if cancelled mid-term; cancellations apply to future billing cycles only.
Contract Amendments: Should a customer wish to change or reduce the services—such as by reducing the number of monitored seats, scorecards, or features—contractual amendments are negotiated for the next term.
Trial and Termination: Free trials (if offered) can be cancelled at any time without penalty. For paying contracts, the agreement includes standard “termination for cause” provisions, such as for breach of material terms or non-payment.
CallFinder meets key compliance standards designed to protect sensitive customer and call data in regulated and enterprise environments:
SOC 2 Compliance: CallFinder is SOC 2 compliant, which means it follows rigorous, independently-audited controls for security, availability, processing integrity, confidentiality, and privacy—vital for SaaS and cloud-based call analytics in finance, healthcare, and large enterprise use cases.
HIPAA Compliance: CallFinder supports HIPAA requirements for organizations operating in healthcare or handling protected health information (PHI), with safeguards for data confidentiality, breach notification, and access controls.
GDPR and Data Privacy Frameworks: CallFinder provides tools, permissions, and support to help clients meet GDPR (European privacy law), including the right to access, export, and delete data, as well as to specify data residency requirements for EU customers.
Custom Data Residency: Organizations can select the storage region for their data to meet compliance with local privacy laws, for example, within the US, EU, or other specified jurisdictions.
Audit and Security Practices: Regular internal and external security reviews and adherence to documented access, retention, privacy, and encryption practices ensure ongoing compliance.
