CallFinder Announces Partnership with Lawson Concepts to Deliver Speech Analytics Solutions to Clients Looking to Improve the Customer Experience

PRESS RELEASE: CallFinder® announces a strategic relationship with Lawson Concepts, LLC to provide affordable cloud-based speech analytics solutions as a component of the customer experience and business transformation professional services.

Contact Centre CLUB

Lawson Concepts focuses on helping companies leverage technology to stay on top of their business, improve customer and agent experiences, and maximize financial gain. CallFinder’s streamlined approach to providing a simple, user-friendly and cost-effective approach to speech analytics opens the door to affordable call monitoring solutions for a wide range of businesses and contact center operations in the small to medium size business market.

“We are very happy to be working with Lawson Concepts. Their clients are a perfect fit for CallFinder’s affordable speech analytics technology, which is proven to help companies and contact centers access, analyze, and categorize the substance that we know is contained in each voice conversation taking place between their agents and customers. We look forward to working with Chris Lawson and his team to provide their clients with valuable market intelligence, insights into common customer complaints, and agent knowledge gaps for future coaching improvements,” says Laura Noonan, SVP of sales and marketing at CallFinder.

Every phone call between customers and a business contains valuable but unstructured, underleveraged business intelligence. Speech analytics technology gives that data structure that can easily analyze business patterns and trends to help businesses make changes in their contact centers and call handling processes with a goal of an improved customer experience, and ultimately a more profitable net result.

“Speech analytics is no longer a luxury tool reserved for large enterprises and is now paramount to improving both the agent and the customer experience,” says Lawson, founder of Lawson Concepts. “The partnership with CallFinder provides our clients with an affordable cloud model that doesn’t require replacing existing quality monitoring systems.”

Through the partnership, Lawson Concepts’ clients will have access to inbound call recording, call categorization in real time, phonetic indexing technology, an instant call audio player, call tracking metrics with caller addresses and demographics, along with in-depth onboarding and training support for the CallFinder platform.