Getting Started

CallFinder is designed to make it easy to store any contact centre call recordings for long periods of time and quickly find, fetch, play and share them; while maintaining full regulatory compliancy and data integrity.

All users of this service must successfully pass the on-boarding process before they can make use of its features. Once you have been on-boarded and signed into the application you can head on over to the CallFinder page to start searching for calls.

Searching for Calls

CallFinder provides a simple interface to interact with. No more having to run multiple applications with complex queries to access the different platforms' recordings.

You can search for any information that was captured during the extraction processes. This can include Business Data or CTI Data fields such as Agent Names, Phone Numbers, Policy Numbers or TrunkIDs to name a few.

Simply select the start and end dates, then type in your search criteria in a comma or space separated format and then click Search to find your recordings.

Playing Recordings

When you fetch a call, the original recording is retrieved from the storage repository, transcoded to an mp3 file and served to the html player.

The player controls allow you to play, pause, seek, mute, unmute and adjust the volume. Only Administrators and Ombudsmen (Regulators) can download the served file.

Bulk Extraction

Only administrators are able to export recordings in bulk. The system takes all the results from the search, transcodes the original audio files into a shareable format and adds them to a zip file that the administrators can then download.

Ombudsman Center

Securely share your recordings with the regulator handling the case without breaching privacy regulations using our unique Share feature.

All recordings and call metadata are kept within the platform and the regulator can easily find and play the recording without the need for special applications.

Transcription Service

Per requests made from the legal fraturnity, we are engaged with a local AI foundry to provide call transcription services that extract meaningfull information from the call.

Integration testing has so far been successful and we are progressing quickly towards making it generally available.

Call Classification Service

To reduce storage costs, we are working with the same AI foundry on a classifier that will help identify content that can be safely deleted from the recording store.

Activity Reporting

Security and privacy are at the core of our services which is why we are fully complient with the GDPR, ASEAN(GRP), LGPD, POPI and other privacy regulations.

All activities performed in this application are logged for security and legislative purposes and any trangressions made will receive severe penalties.