Best Call Monitoring Software
Best call monitoring software utilized in modern call centres include talkdesk, avoxi, five9, aircall, and callfinder. A call monitoring software helps in reaching call targets and track call conversations for academic or training purposes.
List of 20 Best Call Monitoring Software
Software by OpenPhone Technologies Inc
OpenPhone is a fully-featured business phone software designed to serve SMEs, startups, Agencies, and Enterprises. OpenPhone provides end-to-end solutions designed for Web apps. This Business Phone System offers Call Monitoring, Mobile Access, Call Recording, Call Management, and IVR / Voice Recognition in one place. Read OpenPhone Reviews
Call center software for sales and support teams
CloudTalk is a fully featured Call Center Software designed to serve Agencies, SMEs. This online Call Center offers Queue Management, Call Recording, Contact Management, VoIP at one place. Read CloudTalk Reviews
CloudTalk's Pros and Cons
Well sold to us! The integration into our crm and recording feature.
Easy to use and very user friendly, can start immediately. Sales and support team especially Chia has been very helpful and responsive.
Their terms and conditions are awful - really unfair on their customers. Their app is very weak.
Talktime charges for Singapore seem to be on higher side compared to other dialer even with preferential pricing. Will be good if can download all the call logs at one go and to sort them according to length of call
Category Champions | 2023
Software by Zendesk
Zendesk builds software for better customer relationships. People interact with businesses every day across multiple channels like email, phone, live chat, and social media. Zendesk brings all this together in one beautifully simple help desk software platform, enabling you to create more meaningful and productive relationships with your customers. Read Zendesk Reviews
Zendesk's Pros and Cons
its preview and easy working. smoothness and available options which i like. most likely that we can sale on many platforms from Zendesk.
It's fast than other. Low latency
I am unable to suggest you improve your software because you know what you are doing.
Creating view option should be enhanced
Category Champions | 2023
Call Tracking Software
FreeCallTracking.ai is a powerful call tracking software to track all phone calls from digital & advertising platform with our call tracking, recording & monitoring solutions with real-time reporting, keyword-level-tracking, dynamic number insertion. Read FreeCallTracking AI Reviews
FreeCallTracking AI's Pros and Cons
I found the structure of the website impressive.
Its tracking system is really good
I think that they should go into more detail about how the service works.
Emergents | 2023
Software by Winsar infosoft
WINHMS Enterprise - a hotel management software is specifically designed for large hotel Chains and premium properties. Extensive coverage and control of all departmental operations of hotel management system is unparalleled. Property management system can help large chain hotels to manage hotel booking software, sales, inventory and payroll. Read WINHMS Enterprise Reviews
WINHMS Enterprise's Pros and Cons
With its mobile support, it is now easy to handle hotel management task with better approach. It accepts Multi Currency, assures Database backup/restore, Reservation & Booking, Multi Property Support and lots more for least delay in procession
Able to handle High-level workflow with operational efficiency to cater all the needs of the hotel industry. Carry all kind of management including Reservation & Booking, Point of Sale (POS), Sales and Marketing and others to make processing productive.
It has long list of features, which are of least use for startups. API is irresponsive at times.
Not supportive of windows platform and delays process sometimes.
Software by Ozonetel
Ozonetel is an industry leader within the Customer Experience space. Ozonetel’s cloud telephony solution helps businesses manage all conversations across voice, chat, SMS, social media & WhatsApp in one place. Read Ozonetel CloudAgent Reviews
Telecalling Software for Outbound & Inbound Calls
Tele Calling Customer Management Software Mumbai, India. Silver Surface is in the field of Tele Marketing Software development in India for 9 years and has given software solutions to customers. Read Silver Surface Reviews
Silver Surface's Pros and Cons
i can add unlimited employee account
Nothing, all are good.
unlimited employee account
Emergents | 2023
Software by CallFinder
CallFinder call tracking is affordable speech analytics for your business. It Capture the voice of your customers.Gain business intelligence,Develop efficient call monitoring practices, Alleviate inadequate call handing, Improve customer experience & increase revenue Read CallFinder Reviews
Contenders | 2023
Software by Five9
Five9 is a leading provider of cloud contact center software. It are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Read Five9 Reviews
Category Champions | 2023
Outbound dialing done right
A B2B SaaS company for outbound call centers. We provide software for industries like telecom, finance, insurance etc. Thousands of agents are using Adversus daily for improving outbound prospecting in Europe and US based companies. Read Adversus Reviews
Emergents | 2023
Software by Talkdesk
Talkdesk is a leading cloud based call center software in the world. Which Create the call center your customers and agents deserve. It reduce average handle time and increase agent efficiency with automated workflows. Learn more about Talkdesk
Emergents | 2023
Flexible, Affordable, and Easy-to-Use Cloud Contac
AVOXI Genius is the first affordable cloud-based call center software platform to integrate with your contact center solution. With phone numbers in 170+ countries, easily manage your business communications from anywhere in the world. Learn more about AVOXI
Emergents | 2023
Software by Aircall
Aircall is a best, simple and new generation cloud-based call center software. It is getting to toll-free numbers provides from your any area or country and easily craft greeting and leave of not-attendance messages. It is the ability to route calls according to CLID/ANI, DNIS, ISDN calling number. Learn more about Aircall
Emergents | 2023
Software by Aspect Software Inc.
Aspect Quality Management is a fully featured Call Recording & Analytics Software designed to serve SMEs, Startups. Aspect Quality Management provides end-to-end solutions designed for Windows. This online Call Recording & Analytics system offers Scheduled Recording, Call Sharing, Screen Activity Recording, Recording Bookmarking, Event Triggered Recording at one place. Learn more about Aspect Quality Management
Emergents | 2023
Raise it together.
iAuditor is a mobile app that empowers people to create, use, and share intuitive checklists that auto-generate and deliver reports for cost-efficient safety and quality management. Learn more about SafetyCulture
Emergents | 2023
Software by Telzio Inc
Telzio is a cloud-based business phone software provides you with the simplest internet telecommunication. It helps in providing call queues, call recording, call monitoring, music while holding, and much more. Learn more about Telzio
Emergents | 2023
Software by EvaluAgent
EvaluAgent is a fully featured Call Center Software designed to serve Agencies, Enterprises. EvaluAgent provides end-to-end solutions designed for Web App. This online Call Center system offers Reporting/Analytics, Campaign Management, Call Logging, Escalation Management, Skills Tracking at one place. Learn more about EvaluAgent
Emergents | 2023
Committed to offer you real-time statistics
Designed to make lives of business owners, managers, and supervisors who are willing to do live call monitoring, CallMonitor is a feature-rich call monitoring software that can handle tasks like call history, call logs, and call recordings. Learn more about CallMonitor
Emergents | 2023
Do clandestine call monitoring
With features like call spy, call whisper, and presence monitoring, GoToConnect is likely to offer you the most competent call monitoring facility. The powerful AI and automation of this call monitoring software make every task reliable. Learn more about GoToConnect
The ultimate mobile spying app
MobileSpy is a remote monitoring and control application that lets users spy and track various activities on a target device, including monitoring social media, multimedia content, SMS, calls, applications, internet data, and GPS tracking, among others. Learn more about MobileSpy
Businesses of all types and sizes have been looking for a platform that can manage and monitor their call center operations, provide analytics, and boost overall business performance. A modern problem requires a modern solution - Call Monitoring Software is one such solution.
Wouldn’t it be great to have a mechanism that could empower supervisors of contact centers to track agent performance, provide timely feedback, and identify areas for improvement? In this case, call monitoring software comes in handy. Businesses can transform their call center from an expense center to a strategic asset by implementing an effective call center monitoring program.
If you'd like to learn more about call monitoring software, continue reading.
Call monitoring software is a tool that records and analyzes phone conversations between customers and support representatives. It can also be used to listen in on live calls, either with or without the knowledge of the customer or agent. By using call monitoring software, businesses can identify areas for improvement, train new agents, and detect fraud.
If implemented effectively, a call monitoring system can assist call centers in administering and managing business operations. With its help, overseers can identify areas that need improvement, scale call performance, and help agents with feedback.
Now that we know what call monitoring software is. Let’s delve into the various types that businesses employ to stay on top of their game.
Live Call Monitoring
Live Call Monitoring is a powerful yet simple method that involves real-time monitoring of ongoing customer calls. This method allows supervisors to listen in on conversations, provide immediate feedback, guide employees when needed, and ensure that representatives maintain professionalism and adhere to company policies.
Another type of call monitoring is speech analytics. It means using advanced technology to analyze spoken language during customer interactions. In this method, AI-driven algorithms are used to identify keywords, phrases, and sentiments in conversations which can be useful as it provides valuable insights into customer satisfaction and agent performance.
Screen Recording is a technology that goes beyond the limitations of Audio Recording by capturing the visual attributes that happen during interactions. It records the agent's computer screen, allowing supervisors to observe how the agents navigate through the software, use tools, and assist customers.
The most commonly used type of call monitoring is Call Recording. It involves the complete recording of customer calls. It serves various purposes, including resolving disputes, complying with legal requirements, and analyzing customer feedback.
All of the above-mentioned types and their abilities can be used for future references and as valuable resources for employee training.
Call Monitoring, Quality Monitoring, and Call Quality Monitoring may sound the same but each of these has its own set of uniqueness. Let's shed light and explore the differences between each of them.
Call Monitoring is a fundamental practice that businesses use to oversee and manage phone conversations between agents and customers. This process involves real-time observation or recording of calls. Call monitoring serves several purposes like enhancing customer service, training, and development.
On the other hand, Quality monitoring takes a broader approach to evaluating the overall quality of customer interactions. It not only covers phone calls but other communication channels like emails and chat as well. Some of its key aspects are customer satisfaction and process optimization.
While call monitoring and quality monitoring are vital aspects of communication management, Call Quality Monitoring focuses on the technical aspects of calls. It ensures that the actual call itself, in terms of audio quality and connectivity, meets established standards. Data analysis and audio clarity are its major attributes.
A call monitoring system is a technology that uses a combination of call recording and analytics related to the calls for monitoring and ensuring the quality of performance of the call center representatives and improving customer service.
Being a valuable and robust tool, call monitoring software can be used by a variety of people and organizations to improve performance, compliance, and research. Some of the most common users of live call monitoring software include -
The driving force behind any successful sales team is sales managers, who rely on call monitoring software to keep tabs on their team's performance. By monitoring sales calls, they can identify strengths and weaknesses in their team's approach, providing targeted coaching and training to boost sales figures.
Call monitoring software equips supervisors with tools that are essential to maintain quality control. They can listen to live calls or review recorded ones, ensuring that customer interactions meet the company's standards of service.
Call Center Employees
Call Center Employees use call monitoring software to maintain a high level of professionalism during their interactions with customers. Being at the forefront of customer service, they need real-time feedback and performance evaluations to help them fine-tune their communication skills and handle customer inquiries more effectively.
Call center agents utilize call center monitoring software to uphold a sense of professionalism while engaging with customers. As they are, at the forefront of customer service they rely on real-time feedback and performance evaluations to refine their communication abilities and effectively address customer inquiries.
Support agents are actively involved in providing assistance to customers post-purchase. Call center monitoring software enables them to understand customer pain points better. By analyzing call data with the help of call monitoring tools, they can proactively address common concerns and improve customer satisfaction.
Communication is the key to success and it is a fact for a call center. To ensure all the interactions are seamless and efficient call monitoring software is an essential instrument. Let's examine the various reasons deeply.
A call monitoring system can significantly boost the workforce productivity of a call center. Almost all monitoring softwares allows supervisors to listen in on live calls or review recorded conversations that enable them to provide immediate feedback and coaching to agents.
Modern call monitoring tools track essential performance metrics, such as call duration, response times, and call outcomes. These metrics help managers identify areas where agents excel and areas that require improvement. By analyzing this data, a call center can implement targeted training programs to enhance overall productivity.
A profitable call center is a successful one, and call-monitoring software contributes significantly to achieving this goal. By pinpointing bottlenecks and areas where resources are not optimally allocated, call centers can make data-driven decisions to reduce operational costs with the help of call monitoring tools.
Agent performance and customer interactions can be done by using call center softwares. By exploring opportunities for marketing during calls, a call center can improve revenue without increasing the volume of the calls leading to improved profitability.
The paramount of any call center is to maintain high-quality customer interactions. Call center software play a vital role in meeting industry regulations and maintaining a good reputation, call centers must adhere to specific compliance standards.
By utilizing monitoring programs and tools, Call centers can regularly monitor calls for professionalism, accuracy, and problem resolution, which they can proactively address and enhance customer satisfaction.
Compliance And Data Security
Call monitoring software typically include strong data encryption and secure storage features, that ensure sensitive customer information is protected from unauthorized access. This makes it easier for call centers to handle sensitive customer data and make compliance.
Call centers require detailed audit trails to demonstrate compliance with industry regulations. Call center software can provide this by recording and storing all interactions, making it easier to respond to regulations whenever needed.
One of the most critical aspects of communications for businesses is handling calls efficiently. This is where call monitoring software comes into play, by offering numerous benefits that can revolutionize business operations. The following are some of the benefits -
Real-Time Call Monitoring
With real-time call monitoring, managers can listen in on live calls simultaneously. With this, businesses can gain an understanding of customer interactions, agent performance, and overall call quality.
This enables supervisors to provide immediate feedback and guidance to agents helping them improve their communication skills while interacting with customers. It also empowers agents to quickly resolve any issue and ensure high-standard calls.
The best monitoring tools enhance call quality by monitoring various call aspects, such as call clarity, background noise, and call drop rates. With call quality improvements powered by call monitoring software, businesses can provide customers with a seamless and frustration-free experience. This results in higher customer satisfaction rates, increased loyalty, and positive word-of-mouth referrals.
Boost Agent Performance
Effective call monitoring doesn't just benefit customers, it also empowers workforces. Through call monitoring and analysis, supervisors can identify areas where representatives excel and where they need improvements.
By providing constructive feedback and targeted training, call monitoring software helps agents enhance their skills and confidence. This, in turn, boosts agent performance, resulting in better customer interactions and increased productivity.
Call monitoring software plays a pivotal role in boosting sales as well. By analyzing call data and customer interactions with the help of call monitoring solutions, businesses can identify sales opportunities, customer pain points, and effective sales techniques.
With this data, sales teams can mend their approach toward individual customers resulting in more successful sales pitches and higher conversion rates.
The best call monitoring software can help businesses increase revenue through improved operational efficiencies. By identifying and eliminating bottlenecks in the communication process, companies can streamline operations and reduce costs.
The call monitoring software analytics capabilities can also help to uncover hidden revenue sources and opportunities for upselling or cross-selling products and services.
Call monitoring software can be a valuable tool for businesses that want to improve their customer service. As it can provide important insights into customer interactions across multiple platforms, and track and analyze customer calls. If you're looking for a call monitoring system, here are the top features to consider.
Analytics And Auditing
To truly understand your customer’s needs you require data. This is where the analytics and auditing feature of the call monitoring system shines. It provides a comprehensive insight into call data. Tracking call volume, call duration, and even the performance of the agents simultaneously can be done. With this information at our fingertips making informed decisions to enhance customer service strategy becomes easier.
Call Listening, Recording & Barging
Best call monitoring software allows you to listen to customer calls to understand their needs and concerns. You can listen in on live calls, record them for future reference, and even barge in if necessary. The feature is essential for training agents, ensuring quality service, and resolving issues immediately.
Queuing & Routing Calls
Efficient call monitoring is the cornerstone of exceptional customer service and call monitoring programs can help achieve that with its call queuing and call routing capabilities. Calls can intelligently be assigned to the most suitable reps based on preferred criteria. This reduces customer waiting time and guarantees high-quality service.
A business needs to reach its customers through various platforms like phone, email, chat, and social media. Call monitoring programs offer omnichannel support that allows seamless management of customer interactions across all channels. This ensures consistency and helps in delivering a unified customer experience.
Live Call Dashboards
Synchronic visibility is a game changer for managing customer interactions. Call monitoring tools come with live call dashboards that display critical call data. Call queues, agent availability, and call statuses can be monitored by supervisors. This feature can empower businesses to make instant decisions to optimize customer service.
It is clear that contact centers need to analyze every call in order to gain detailed insights that can be analyzed, interpreted, shared, and acted upon. To achieve this, businesses need to implement call monitoring best practices. But what's the first step
Here are four steps to setting up effective call quality monitoring in your contact center -
Select The Right Team
The success of any call monitoring program begins with selecting the right team to handle it. Your team should consist of individuals who not only understand the technical aspects of call monitoring but also possess excellent communication skills.
Once you have your team in place, it's crucial to provide them with the necessary training to upstage in call monitoring. Training should cover various aspects like technology and compliance.
Set Objectives And KPI
To measure the success of your call monitoring system, you need to incorporate clear objectives like customer satisfaction, increased sales, and agent performance as well as key performance indicators(KPIs) like average call handling time, first call resolution, and customer satisfaction scores. This will ensure that your team is aligned with the company's goals.
Your customers are your best source of insights. Incorporating customer feedback tools like post-call surveys, analyzing customer complaints, and agent feedback into your call monitoring process can significantly improve your operations.
|Starting price at $16/user/month|
Starting price at $15/user/month
Starting price at $55/user/month
Starting price at $75/user/month
|Starting price at $25/user/month|
Starting price at $19.99/month
The universe of call monitoring tools is enormous, with a variety of options that offer different features and capabilities. To help you choose the right tool for your needs, here are six trendy call-monitoring tools to consider -
Callhippo is a flexible call-monitoring tool provider that helps businesses improve communication. With its modern features, it empowers businesses to provide top-notch customer service.
By leveraging Callhippos’ advanced call monitoring solutions, businesses can elevate their responsiveness and deliver seamless, tech-driven customer support.
- Reliable dashboard
- Call tracking
- Call recording
- ACD (Automatic Call Distribution)
- CC2 Technology
- Call monitoring
- Call forwarding
- Setting it up is a quick process and navigation is easy
- Agent’s productivity can be boosted with its high customizability
- It can be easily integrated into other features.
- It only allows metered calling
- It doesn't log the call recordings into the CRM automatically
- Bronze: $16 per user/month
- Silver: $24 per user/month
- Platinum: $40 per user/month
Krispcall is one of the top and most powerful virtual call-monitoring systems focusing on enhancing customer interactions. It boasts an exceedingly user-friendly interface that simplifies utility and affordable plans that can fulfill the needs of any business environment.
KrispCall provides the right tools that can enhance the productivity of a call center along with world-class customer support to help you with your technical concerns and give a leading edge to your business.
- It offers exceptional multi-channel support
- The IVR system is top-notch
- Provides real-time reporting and analysis
- It has no option for call barging
- The Windows and Mac OS apps aren’t available
- Essential: $15 per user/month
- Standard: $40 per user/month
- Enterprise: Custom
A call monitoring solution with a wide range of features, like Zendesk, is a good choice for businesses of all sizes. In addition to being easy to use and integrating with CRM, it also offers detailed analytics on call traffic.
Zendesk is renowned for its customer support solutions, and its call monitoring features are no exception. It seamlessly integrates with Zendesk Support to provide a comprehensive customer service platform.
- APIs, SDKs, and integrations
- Omnichannel support
- Call monitoring
- Embedded call back within the web widget
- Click to call capability
- It provides a lot of customization options
- Offers extensive, powerful reporting and analysis
- Supports integrations with third-party applications and systems
- Top features are only available at higher pricing tiers
- Its user interface is not intuitive or customizable
- Its ticket system is not suitable for small businesses
- Suite Team: $55 per user/month
- Suite Growth: $89 per user/month
- Suite Professional: $115 per user/month
- Suite Enterprise: Contact sales
Talkdesk provides a complete set of modern features and services that make it an ideal option for businesses looking for a scalable and flexible call monitoring system to implement into their service.
Talkdesk specializes in empowering contact centers with its call monitoring capabilities. It offers features like call barging, call whispering, and sentiment analysis to enhance agent performance.
- Cloud-based contact center
- AI technology
- Call monitoring
- Self-service capabilities
- Customer experience analytics
- It has detailed and granular IVR flows
- It offers AI assistance for live agents
- A call center's efficiency is enhanced by its intelligent routing system
- It has no offer for free trials
- Its dashboard needs to be more user-friendly
- Frequent drops in call quality and connectivity
- CX Cloud Essentials: $75 per user/month
- CX Cloud Elevate: $95 per user/month
- CX Cloud Elite: $125 per user/month
Cloudtalk is one of the top and most highly efficient call-monitoring tools that is designed for organizations of any type. It offers a huge number of advanced features that make it easier for call center teams to manage their operations.
Cloudtalk offers a scalable call monitoring tool suitable for businesses of all sizes. It provides powerful features that can facilitate the growth of an organization.
- Skill based routing
- Real-time dashboard
- Call monitoring
- Emotion analytics
- Custom reporting
- It has an easy-to-use interface
- It offers AI assistance, especially for live agents
- Also supports multi-platform operations
- The mobile app needs improvements
- No option to initiate a conference call
- Outbound calls are expensive in certain regions
- Starter: $25 per user/month
- Essential: $30 per user/month
- Expert: $50 per user/month
RingCentral is known as a complete communication platform that offers call monitoring as one of its many features. With its highly efficient program, it ensures effortless customer service and accelerates business operations.
In addition to its wide range of advanced features, this call center quality monitoring software enables seamless communication for a superior customer experience.
- Audit trails
- Call monitoring
- Advanced APIs
- Automatic call recording
- Developers can have easy access to advanced APIs and integrations.
- It can be seamlessly integrated into other third-party applications
- Constantly offers reliable customer and tech support
- Its software needs more options for integration
- Does not provide a central phone system
- Contract cancellation takes some time
- Essentials: $19.99 per month
- Standard: $27.99 per month
- Premium: $34.99 per month
- Ultimate: $49.99 per month
Call monitoring systems are crucial for quality customer service, compliance, and gaining valuable insights. In the future, call monitoring systems will become more sophisticated as technology continues to advance. The latest trends are reshaping how businesses interact with customers and accepting these innovations can give your business a competitive edge in the market.
In the field of call monitoring systems, these three trends are most prominent:
One of the most innovative and significant trends in this landscape is the integration of AI-powered analytic tools. AI algorithms can analyze vast volumes of call data, allowing businesses to gain deeper insights into customer interactions, agent performance, and call quality.
As customer communication channels continue to expand, call monitoring system software must evolve too. Multi-Channel Monitoring is another critical trend in the industry that has become essential in ensuring that businesses can effectively monitor interactions across various platforms.
Speech And Text Analysis
Analyzing the content of calls and messages is becoming increasingly important. Speech and text analysis technology is playing a pivotal role in deciphering the meaning behind customer interactions.
In summary, the ideal call monitoring software goes beyond being a tool. It serves as a strategic asset, for businesses aiming to flourish in today's fiercely competitive landscape. It enables businesses to communicate efficiently enhance customer service and attain levels of productivity.
Embracing this technology will set you on a path, towards boosting your business performance and achieving success.
Compare Pricing Plans of Top Call Monitoring Software Providers
|Name||Ratings & Reviews||Starting Price||Free Trial?|
|CloudTalk||4.8||$25 User/Month/Billed Annually||Yes||Learn More|
|Zendesk||4.8||$19 Agent/Month||Yes||Learn More|
|FreeCallTracking AI||5.0||$0 Single User/Month||Yes||Learn More|
|OpenPhone||4.3||$10 User/Month||Yes||Learn More|
Available on Request
FAQs of Call Monitoring Software
Call Monitoring is completely legal in most countries. However, countries like the USA have variable laws that make it illegal in some states. So, you must be watchful before implementing it into your call center system.
A call monitoring software can cost you around $20 to $150 per month per user excluding one-time development costs which can range upto a thousand dollars.
Call monitoring and call recording are two different things. Generally, monitored calls are not recorded. However, with the help of a configuration of the call monitoring system recordings of monitored calls can be done. Admins can change the configuration anytime to start the start recording of the call being monitored.
You can monitor your call quality by listening to available recordings to assess staff performance, transcribing recordings for a more detailed analysis of agent-customer interactions, and using automated call quality monitoring software that can listen to tools, identify key phrases and flag calls for a review.
A call can be monitored by multiple supervisors at the same time. Call monitoring software have a feature called multi-party monitoring or concurrent monitoring that is designed specifically for this. It serves various purposes like quality assurance, training, and problem resolution.