CallFinder: CallFinder is an AI-powered speech analytics platform that transcribes and analyzes contact center calls to automate quality assurance and surface customer insights. Observe.AI: Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time. The right pick comes down to team size, budget, and the workflows you want to automate.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist CallFinder when automating quality assurance and call scoring in contact centers matters most, and Observe.AI when contact-center agents getting real-time prompts and after-call summaries during live interactions matters most. Run both through a week of actual calls to see which suits your workflow.
CallFinder is an AI-powered speech analytics platform that transcribes and analyzes contact center calls to automate quality assurance and surface customer insights.
Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time.
CallFinder is a cloud-based speech analytics and conversation intelligence platform built for contact centers and quality assurance teams. It captures audio by integrating with a company's existing call recording provider and contact center systems, then applies AI-powered speech-to-text to produce searchable transcriptions of agent-customer interactions. Beyond transcription, the platform delivers automated agent scorecards, sentiment and emotion analysis (positive, negative, or neutral), and silence and overtalk detection to pinpoint conversation patterns and customer pain points. Custom analytics reporting helps managers identify trends, compliance risks, and coaching opportunities across large call volumes. A distinguishing element is its managed client services model, in which an assigned Speech Analyst works alongside the QA team to define goals and optimize the deployment, combining AI with human review. CallFinder integrates with most CRMs and contact center solutions, with a typical implementation taking several weeks. It is aimed at contact centers in industries such as credit unions, healthcare, collections, insurance, and education seeking to monitor and improve customer interactions.
Best suited for
Observe.AI is a conversation intelligence and CX platform built for contact centers. It captures customer interactions across voice, chat, and email, then transcribes them using a proprietary automatic speech recognition (ASR) engine that produces diarized transcripts with built-in PII redaction. On top of those transcripts, it layers large language models to automatically evaluate 100% of conversations against configurable QA scorecards, replacing the manual sampling most quality teams rely on. The platform surfaces sentiment, keyword spotting, and operational insights, and feeds them into coaching workflows for supervisors. For frontline agents, an Agent Copilot delivers real-time guidance, next-best-action prompts, and automated after-call summaries during live interactions. It's aimed at enterprise CX, support, and sales operations in regulated industries such as banking, insurance, healthcare, and travel, and offers hundreds of pre-built integrations with common contact-center and CRM systems. Distinct points include full-coverage auto QA, real-time agent assist tied to live sentiment, and an ASR engine tuned specifically for contact-center audio rather than general meetings.
Best suited for
CallFinder is custom pricing (contact sales); Observe.AI is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | CallFinder | Observe.AI |
|---|---|---|
| Core capability | AI-powered speech-to-text call transcription | Proprietary ASR that produces diarized call transcriptions with built-in PII redaction |
| Standout feature | Searchable transcripts of agent-customer interactions | Automated quality assurance that scores 100% of interactions against configurable QA scorecards |
| Team usage | Sentiment and emotion analysis | Real-time Agent Copilot delivering live guidance, prompts, and next-best-action suggestions |
| Integrations | Automated agent scorecards | Automated after-call summaries for voice and chat interactions |
| Languages & capture | Silence and overtalk detection | Sentiment analysis, keyword spotting, and conversation analytics across voice, chat, and email |
| Best-fit workflow | Custom analytics and reporting | Supervisor coaching workflows and pre-built integrations with contact-center and CRM tools |
CallFinder
Choose CallFinder if you need automating quality assurance and call scoring in contact centers — strengths include combines ai analysis with a dedicated human speech analyst.
Observe.AI
Choose Observe.AI if you need quality assurance teams auto-scoring every support call against compliance and qa scorecards — strengths include auto-scores 100% of conversations instead of a small manual sample, giving full qa coverage.
CallFinder
Observe.AI
It depends on your workflow. CallFinder is strong for automating quality assurance and call scoring in contact centers, while Observe.AI is strong for quality assurance teams auto-scoring every support call against compliance and qa scorecards. Both transcribe and summarize meetings.
CallFinder is custom pricing and Observe.AI is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
You can — some teams pair them when each covers a different part of the meeting workflow.
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