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Call Monitoring
Speech Analytics
Gain 100% visibility into the voice of your customers & analyze agent-customer conversations with call transcriptions and more.
How Speech Analytics Works
Every phone call with your customers contains valuable Voice of Customer data. CallFinder is a cloud-based speech analytics application that allows businesses to automatically analyze and score customer conversations. This powerful technology finds specific spoken phrases within recorded calls and identifies and categorizes each call.
The knowledge that you gain can be applied constructively across the entire organization with the goal of making your company more efficient, and more profitable.
Customer Insights
Speech analytics helps businesses drive strategic decision-making and improve customer experience with insights into customer preferences, needs, and pain points.
Save Valuable Time
By automating QA for large volumes of customer conversations, businesses save a tone of time vs. manual monitoring.
Optimize Revenue
Identify successful sales techniques, analyze customer buying patterns, and find cross-selling or upselling opportunities.
Call Quality Assurance
Assess and monitor the quality of customer interactions – identify areas of improvement, and provide targeted training to enhance agent performance.
Reduce Costs
Speech analytics also saves money by allowing businesses to identify inefficiencies, optimize processes, and reduce operational costs.
Make Data-Driven Decisions
With a data-driven approach, you can drive revenue growth and increase the effectiveness of your sales and marketing strategies.
My experience with 800response and CallFinder has been an absolute pleasure. They were completely invested in tailoring their product to suit our needs. My name is Erin Carmona. I am the Director of First Impressions for BestDentalCareAZ.com. We help dental practices make the most of every opportunity that comes into their practice through marketing ventures and getting their phone to ring. Prior to working with 800response, I was spending an exorbitant amount of time reviewing calls. It was incredibly difficult to keep up and to provide our practices with timely data and with actionable data. We were not giving our practices that immediate data so that they could make immediate change and make the most of the next first impression call they came into practice. 800response and CallFinder has enabled Best Dental Care to monitor the calls in a less subjective way. We use the 800response side to attract calls, to tag calls, to listen to the calls. And then, we use CallFinder reporting as well as the scorecard dashboard. We are just now starting to use the insight dashboard. Being able to see how much silence there was on the call, which side of the call, the amount of overtalk in the call. So, not just the score is important, but it’s that experience. And those insights are helping us see how we can help improve the experience. We’re very excited about where that’s going to take our agents in the future. I feel like we have a better finger on the pulse of what’s happening on the frontline, so that the patient is getting a better experience every single time they call. Empathy and putting yourself in that patient’s shoes is key. Relationships with our customers are what keep them coming back. We’re excited to have our agents take more ownership of their calls by being able to log in and see the reports. It’s that instant gratification for them and their ability to monitor their own performance, which has just been a huge game changer for us. I would absolutely recommend 800response and CallFinder. I think in this day and age, any large corporation that shows the amount of care that they do is absolutely worth doing business with. It’s been a great experience overall.
Why 800response & CallFinder?
CallFinder is designed to be as IT-light as possible and integrates with any tech stack. CallFinder’s intuitive user interface and easy navigation lets you instantly deliver conversation insights directly into your CRM or your inbox. Here are some of the benefits of CallFinder:
Call Monitoring Features
Learn more about call monitoring and all the features that come with in a solution demo.
Call Recording
Call Transcriptions
Missed Call Alerts
Kohler Exceeds Sales Goals with 800response & CallFinder
“It’s a great efficiency and success story. We can assure our Dealers are providing valuable, empathetic interactions on the thousands of customer calls each month, which builds our invaluable reputation in the market.”
Automated Call Transcriptions with Sentiment Insights
With speech to text transcription from CallFinder, you can easily scan and search transcriptions for all recorded phone conversations. Search for specific keywords and phrases to find areas where agents are successfully handling calls or may need extra training. Call transcripts are a highly efficient way to identify trends that are vital to your business goals and training needs.
Frequently Asked Questions
Speech analytics technology uses advanced algorithms and natural language processing to analyze spoken language in customer interactions, such as phone calls. It captures and analyzes various aspects of the conversation, including keywords, phrases, emotions, and voice intonations.
rWhile speech analytics is commonly used in call centers, its benefits extend beyond this specific setting. Speech analytics can be applied to various industries and departments where customer interactions occur, such as sales teams, customer service departments, and support centers. It can help businesses in any industry gain insights from customer interactions across multiple channels, including phone calls, chats, emails, and social media.
Speech analytics software is used to extract valuable insights and trends from these interactions, helping businesses understand customer behavior, improve operational efficiency, and enhance overall performance.
Yes, speech analytics can be integrated with other business systems to enhance its effectiveness and impact. Integration with customer relationship management (CRM) platforms allows businesses to link speech analytics data with customer profiles, enabling a comprehensive view of customer interactions. Integration with workforce management systems facilitates better agent scheduling and performance monitoring. Speech analytics can also be integrated with quality monitoring tools, analytics dashboards, and reporting systems to provide a holistic view of the customer journey and overall business performance.
Recent Blog Posts
Learn more about speech analytics in our blog library.
