Published : April 28, 2023According to research, the global contact center market size was about 340 billion U.S. dollars in the year 2020. The industry is expected to reach a value of 496 billion U.S. dollars by 2027. As the need for top-notch customer service grows, organizations are looking to call center monitoring software to improve their agents’ performance and increase the efficiency of their call centers.
Call center monitoring software serves organizations with a comprehensive platform for managing and monitoring their call center operations. This software empowers supervisors to track agents’ performance in real-time, identify areas that require improvement, and provide timely feedback.
Call center monitoring software is a valuable investment for any organization that is keen on improving its customer service operations. There are many ways to improve your call quality monitoring process. Keep reading if you wish to explore more about call monitoring software.
What Is Call Monitoring Software?
Call monitoring software is a crucial component of cloud contact center or call management software, which enables the implementation and usage of phone systems through the Internet. This specialized software’s primary function is to listen to calls, along with other features such as call whisper, call barge, and call recording.
It is a powerful tool used by call centers to effectively manage and monitor their operations. Call monitoring software is an indispensable tool for call centers looking to improve their service delivery and maintain a competitive edge in a rapidly evolving business landscape.
Moreover, call monitoring software provides call center managers with critical insights into call center operations, enabling them to make informed decisions regarding staffing, training, and overall business strategy.
After extensive research and analysis, we have curated a list of call monitoring software. These software are carefully selected based on usability and satisfaction scores, including features, ease of use, customer support, ratings, and reviews from SoftwareSuggest, G2, and Capterra. Our aim is to assist businesses in identifying the most suitable software to streamline their operations.
13 Best Call Center Monitoring Software
When it comes down to the best call center monitoring software, the list can be a long one. Here is a list that contains the top 13 call center monitoring software. Let’s take a look at them!
| Brand Name | Rating | Key Features | Pricing |
|---|---|---|---|
| CallHippo | Call forwarding Call recording Voicemail Text messaging | Basic: $0 Bronze: $16 Silver: $24 Platinum: $40 | |
| Talkdesk | Omnichannel support Advanced IVR Real-time analytics | CX Cloud Essentials: $75 CX Cloud Elevate: $95 CX Cloud Elite: $125 | |
| CloudTalk | Call recording Call queuing IVR Call transfer Call monitoring | CloudTalk Starter: $20 CloudTalk Essential: $25 CloudTalk Expert: $40 | |
| Twilio | Call transfer Ticket management Call recording Number portability | Starts at $1 per active user | |
| RingCentral | Business phone or toll-free numbers Unlimited calling within the US and Canada Business SMS IVR | Core: $20 Advanced: $25 Ultra: $35 |
1. CallHippo
CallHippo is a robust call-monitoring software that provides businesses with powerful tools to enhance agent productivity, automate workflows, and monitor team performance.
With its cutting-edge IVR capabilities, live call monitoring, and intelligent call routing, this call center quality monitoring software enables agents to provide a seamless and personalized customer experience. The platform also promotes collaboration between teams by offering a centralized dashboard where they can share valuable insights and information.
CallHippo’s call monitoring software is designed to optimize customer support operations by providing real-time data on team performance and customer interactions. The platform makes it a mere cakewalk for managers to track key metrics such as call volume, call duration, and call quality.
Amongst the many contact center solutions, this one delivers advanced features and functionalities to help businesses streamline their customer support operations and provide exceptional customer experiences.
Key Features
- Reliable dashboard
- Call tracking
- Power dialer
- Call recording
- Call forwarding
- Interactive voice response
Pros
- It can be quickly set up and super easy to navigate.
- It is highly customizable, which boosts the agent’s productivity.
- Offers a 10-day free trial.
- Easily integrates with other features.
Cons
- Allows for only metered calling.
- Doesn’t log the call recordings into the CRM.
Pricing
- Bronze: $16 per user/month
- Silver: $24 per user/month
- Platinum: $40 per user/month
2. Talkdesk
Talkdesk is a unique cloud-based call quality monitoring software that enables sales and service teams to communicate effectively with their customers. Its powerful agent intelligence and routing features allow organizations to create personalized connections with clients, enhance call center processes, and meet customer demands more efficiently.
With its omnichannel capabilities, workforce engagement, employee collaboration tools, and customer experience analytics, this call center call monitoring offers a comprehensive solution for managing customer interactions.
Talkdesk’s omnichannel capabilities enable businesses to engage with customers across various channels, including voice, email, chat, and social media. This ensures that customers receive consistent and personalized experiences across all touchpoints, leading to increased satisfaction and loyalty.
Key Features
- Call transfer
- Click-to-call (CTC)
- Predictive dialer
- AI-powered trainers
Pros
- This software can easily be installed.
- It offers AI assistance for live agents.
- Its intelligent routing system boosts call center efficiency.
Cons
- It doesn’t offer a free trial.
- Mobile apps are not available on the base plan.
Pricing
- CX Cloud Essentials: $75 USD per user/month
- CX Cloud Elevate: $95 USD per user/month
- CX Cloud Elite: $125 USD per user/month
- Experience Clouds: On request
3. CloudTalk
CloudTalk is a highly efficient call monitoring software specifically designed to cater to midsize businesses. The software utilizes virtual call systems to enable seamless communication between teams and customers, making it easier for businesses to manage their call center operations.
The software’s user-friendly and intuitive interactive voice response (IVR) setup allows businesses to manage their incoming calls with ease, access interaction history, and provide tailored customer support.
The software’s powerful IVR feature automatically routes calls to the most suitable agent, ensuring that customers are connected with the right person and that their inquiries are resolved in a timely manner.
This feature also enables businesses to optimize their call center operations, resulting in improved efficiency and reduced costs.
Key Features
- Number porting
- Interactive voice response
- Click-to-call functionality
- Call recording
Pros
- This software is user-friendly, especially for small businesses.
- Available as both a web-based software and as a mobile app.
- International phone numbers are available across all subscription plans.
- VIP queues and preferred agent features extensively boost customer service.
Cons
- Integrations and speech-to-text functionalities are unavailable in the basic subscription plan.
- Service level agreement is only offered in the custom plan.
Pricing
- CloudTalk Starter: $20.00 per user/month
- CloudTalk Essential: $25.00 per user/month
- CloudTalk Expert: $40.00 per user/month
4. Twilio Flex
Twilio Flex offers unparalleled customization options, enabling developers to tailor the software to their organization’s unique needs and deliver a customized customer experience that sets them apart from their competitors.
This call center monitoring system offers advanced routing algorithms to ensure that customers are directed to the most suitable agent, reducing wait times and improving call center efficiency.
Additionally, Twilio Flex’s analytics capabilities provide valuable insights into customer behavior, enabling organizations to make data-driven decisions regarding staffing, training, and business strategy.
Key Features
- Call transfer
- Ticket management
- Call recording
- Number portability
Pros
- This software offers reduced downtime.
- Offers customizable drag-and-drop reports.
- Its pricing plans are quite flexible and budget-friendly.
Cons
- This software tends to have increased error logging.
- At times, it can be quite difficult to set up.
Pricing
- Starts at $1 per active user
5. RingCentral
RingCentral Contact Center is a highly efficient program that ensures effortless customer service and accelerates issue resolutions. With its wide range of advanced features, this call center quality monitoring software aims to enable your service team to deliver unparalleled customer service.
Furthermore, RingCentral Contact Center’s intuitive interface allows agents to manage incoming and outgoing calls, texts, emails, and social media messages all in one place, providing a streamlined experience for both agents and customers.
Key Features
- Audio conferencing
- Call monitoring
- Advanced APIs
- Call park
Pros
- Offers advanced application programming interfaces (APIs) and integrations for developers.
- This software supports over 30 digital channels.
- The software's integration with third-party applications provides a seamless experience for users.
Cons
- Apart from all the features, this software doesn’t provide any free trial.
- Integrations with popular CRMs are offered only as add-ons.
Pricing
- Essentials: $19.99 per month
- Standard: $27.99 per month
- Premium: $34.99 per month
- Ultimate: $49.99 per month
6. Freshdesk
Freshdesk’s call management features are designed to enhance the performance of call centers. The call metrics and summary feature allow for the analysis of call volume, duration, and other important key performance indicators.
This helps businesses make data-driven decisions and optimize their call center operations. Additionally, call center reporting and monitoring for training purposes improves the skills and expertise of your call center team.
Call notes capabilities of this call monitoring software enable agents to document important information and details during the call, while caller ID context provides a comprehensive overview of the customer’s history and previous interactions with the organization.
In addition to its powerful call center features, Freshdesk also enables support agents to collaborate internally within the software. For example, agents can invite other members of their team to collaborate on a complex issue, sharing insights and learnings to guide interactions for future calls.
Key Features
- Automated ticket routing
- Call center reporting and analytics
- Abandoned call metrics
- Call forwarding
Pros
- The free version includes various kinds of basic contact center features.
- It offers multiple local, toll-free, vanity, and international numbers.
- Various free incoming call minutes are available on paid plans.
Cons
- It doesn’t provide any built-in screen-sharing feature.
- This software’s per-minute pricing can get expensive for high call volumes.
Pricing
- Growth: $15 per user/month
- Pro: $39 per user/month
- Enterprise: $69 per user/month
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7. Zoho Desk
Zoho Desk is a comprehensive call monitoring software that enables businesses to streamline their customer service operations while enhancing agent productivity. With this call monitoring software, agents can effectively manage customer requests across various channels, departments, brands, products, and more.
Zoho Desk incorporates AI technology to enhance the customer support experience. The built-in AI enables support staff to automate routine tasks, access customer insights, and provide personalized assistance to customers, leading to better customer satisfaction.
Its user-friendly dashboards enable agents to handle customer inquiries and resolve issues quickly and efficiently. Moreover, with Zoho Desk, agents can easily personalize and tailor their tabs and email templates to provide targeted and personalized customer service.
Key Features
- Issue tracking system
- Reporting and call analytics
- Sentiment analysis
- Omnichannel ticketing system
Pros
- This software offers easily accessible live chat with AI.
- It offers various kinds of marketplace extensions and integrations.
- This software offers a wide range of robust ticketing capabilities.
Cons
- It can be quite complex to set up and use.
- This software can only be used on the browser since it does not have a desktop app.
Pricing
- Standard: $14 per user/month
- Professional: $23 per user/month
- Enterprise: $40 per user/month
8. Nextiva Contact Center
Nextiva’s suite of cloud-based call center tools offers a complete solution for streamlining both client and internal communications. The powerful call monitoring software can track calls from multiple sources, arrange call routing to designated agents, and provide real-time reports on agent dispositions during calls.
The blended capabilities of Nextiva Contact Center enable businesses to increase their productivity by allowing agents to manage both types of calls with ease. This results in better utilization of resources, improved customer satisfaction, and ultimately drives better business outcomes.
Supervisors can offer guidance and support to agents during live customer interactions through the unique “barge in” feature. From advanced call routing to real-time coaching, this call monitoring software is designed to enhance agent productivity and ultimately improve the customer experience.
Key Features
- Call forwarding
- Interactive voice response
- Unlimited call queues
- Advanced reporting capabilities
Pros
- This software is known for its 24/7 customer support.
- All the pricing plans offer the call recording feature.
- User-friendly interface with low learning curve.
Cons
- Screen recordings and scorecards are offered in the Premium plan.
- CRM integrations are only available as add-ons.
Pricing
- Essential: $18.95 per user/month
- Professional: $22.95 per user/month
- Enterprise: $32.95 per user/month
9. Aircall
Aircall’s adaptable cloud-based solutions for call center management are a game-changer. With its IVR capabilities, call recording, and flexible call distribution mechanisms, this call center monitoring software streamlines the monitoring process for sales and support teams. But that’s not all.
Aircall’s IVR feature automatically directs customers to the best-suited agent, resulting in a seamless and personalized customer experience.
The call recording functionality allows organizations to review and evaluate agent performance for quality control and training purposes. This enables managers to extensively improve their business strategies and stay ahead of the competition.
Furthermore, Aircall’s flexible call distribution mechanisms ensure that organizations can manage their call volume efficiently and respond to customer inquiries promptly.
Key Features
- Click-to-dial function
- API access and integrations
- Call queuing
- Time-based routing
Pros
- This software offers a 7-day free trial.
- It offers an exceptional VOIP system.
- Its analytics function provides managers with valuable insights into customer behavior.
Cons
- At times, customer service is quite poor.
- It doesn’t offer a free version.
Pricing
- Essentials: $30 per user per month
- Professional: $50 per user per month
- Custom: On request
10. Genesys Cloud
Genesys Cloud CX is a unique call monitoring software that provides a comprehensive solution for managing various communication channels. This primarily includes voice, chat, email, and text.
The platform offers weekly upgrades, ensuring businesses have access to the latest features and functionalities to continually enhance their customer support operations.
Genesys Cloud CX empowers businesses to personalize customer interactions, resulting in increased customer retention. It offers a range of features, including automatic call distribution and call queuing, enabling agents to handle customer inquiries more efficiently.
Key Features
- Inbound call routing
- Call scripts
- Callbacks and voicemail
- Number portability
Pros
- This software offers multiple secured IVR channels.
- Its live dashboard allows people to make data-driven decisions that boost customer experience.
- It offers a unified communication system for a seamless customer journey.
Cons
- It offers certain complex admin options.
- Though this software offers numerous features, its sales support is quite poor.
Pricing
- Genesys Cloud CX 1: $75.00 per user/month
- Genesys Cloud CX 2: $110.00 per user/month
- Genesys Cloud CX 3: $140.00 per user/month
11. Zendesk
Zendesk call monitoring software effectively improves customer service and support. It enables companies to monitor and assess phone conversations between their representatives and customers, ensuring smooth communication. The call center monitoring software allows businesses to uphold high customer satisfaction standards by analyzing interactions, offering insightful data, and highlighting areas for development.
A company’s customer service ecosystem benefits from the seamless integration of Zendesk’s call monitoring software, which promotes a culture of ongoing growth. To discover patterns, areas of excellence, and possible pain points, managers receive a bird’s-eye view of client interactions. During calls, agents receive individualized coaching and direction that builds their abilities and self-assurance. This software’s advanced features enable businesses to monitor, evaluate, and improve phone interactions, improving customer experiences and higher service standards.
Key Features
- Call recording
- Real-time monitoring
- Speech analytics
- Customizable metrics
- Quality evaluation
Pros
- The software offers high-quality customer service.
- It helps in agent development with continuous feedback.
- The platform offers remote monitoring capabilities.
- The call monitoring software ensures transparency in call center operations.
Cons
- The platform has an initial learning curve for non-tech users.
- Setting up third-party integrations is challenging.
- It comes with an initial cost, which may be a constraint with limited budgets.
Pricing
- Suite Team: $55/agent/month
- Suite Growth: $89/agent/month
- Suite Professional: $115/agent/month
- Suite Enterprise: Custom pricing
12. Invoca
Invoca is a call center quality monitoring software created to improve client interactions and call center operations. This call monitoring solution has multiple features that enable firms to monitor, evaluate, and enhance their call performance.
Invoca is a useful tool for companies looking to improve their operational efficiency and customer service owing to its user-friendly interface and powerful capabilities. Invoca gives businesses the ability to delve deep into their call data and discover invaluable insights that influence marketing tactics, consumer behavior trends, and the overall success of campaigns.
Significant advantages of Invoca also apply to managers and supervisors. Real-time monitoring is possible with the software, allowing managers to listen actively on live calls. This hands-on approach enables immediate coaching, feedback, and quality control, nurturing a skilled workforce consistently delivering exceptional customer service.
Key Features
- Call tracking
- Conversation analytics
- Call routing
- Performance insights
- Keyword tracking
Pros
- The platform offers enhanced customer insights.
- The analytics encompasses multi-channel interactions.
- Agents can swiftly resolve customer issues with Invoca.
- It helps agents with personalized customer interactions.
Cons
- Call quality and background noise affects the accuracy of analytics.
- The initial setup of the software is complex and requires expertise.
- The software encounters issues while integrating with existing third-party applications.
Pricing
For pricing, please connect with the provider.
13. Dialfire
Dialfire is a call monitoring software that enhances call center operations and improves customer service quality. Businesses can streamline client communications and optimize call handling procedures. Dialfire’s call monitoring software is a game-changer in the market because it has several features designed specifically for the needs of contact centers.
To meet the various needs of contact centers in various industries, Dialfire has created flexible and feature-rich software. It is dedicated to revolutionizing customer service and agent performance.
Customizable dashboards from Dialfire give call centers a quick overview of vital key performance indicators (KPIs) and call analytics. This data-driven approach enables decision-makers to make well-informed decisions based on real-time data, resulting in improved customer service strategies and optimized call center operations.
Key Features
- Whisper coaching
- Automatic call distribution (ACD)
- Call analytics
- Customizable dashboards
- Call recording
Pros
- The software is highly scalable and evolves with business needs.
- It offers enhanced training programs to agents.
- The agents can solve issues in real time.
- It offers multi-channel monitoring to ensure consistent service.
Cons
- The software often faces technical glitches.
- It poses a learning curve for beginners.
- The software has limited customization options.
Pricing
- Pay as you go: Free
- Basic: $15
- Advanced: $20
- Professional: $25
- Enterprise: $35
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Importance of Call Monitoring Software
As businesses face increasing demand for superior customer service, they are turning to call monitoring software to optimize their call center operations and enhance their agents’ performance.
The key advantage of call monitoring services lies in the real-time insights they provide into call center operations, allowing supervisors and managers to monitor and evaluate agent performance, identify areas for improvement, and make informed decisions about staffing, training, and business strategy.
In addition, call monitoring software gives managers valuable insights into customer behavior, which can inform decisions about business operations.
For organizations looking to enhance their customer service operations, investing in call-monitoring software is essential. Its advanced features enable organizations to streamline call center operations, deliver high-quality service to customers, and ultimately increase customer loyalty and revenue growth, positioning them ahead of their competitors.
How To Choose the Right Call Monitoring Software?
Selecting the appropriate call monitoring software is essential for businesses to improve their customer support operations, enhance agent productivity, and provide an exceptional customer experience.
With a vast selection of free call monitoring software available in the market, making the right choice can be challenging. Here are some factors to consider when selecting a call monitoring software:
1. Features and Functionalities
A business should choose a call monitoring software that has advanced features and functionalities to optimize its customer support operations. The software should have automatic call distribution, intelligent call routing, call queuing, and IVR capabilities that provide a seamless and personalized customer experience.
Call monitoring software should also offer features such as call recording, and real-time reporting to monitor calls and team performance and identify areas of improvement.
2. Integration Capabilities
The call monitoring systems should integrate seamlessly with other business applications and tools such as CRM software, marketing automation software, and help desk software. Integration capabilities help businesses streamline their operations, improve efficiency, and provide a unified view of customer interactions.
3. Security and Compliance
The call monitoring software should comply with industry regulations such as PCI DSS, GDPR, and HIPAA. The software should have robust security measures in place to protect sensitive customer information and prevent data breaches.
4. Cost
The cost of call monitoring software varies depending on the features and functionalities offered. A business should choose software that provides the right balance between cost and value. Some software may offer advanced features but may be too expensive for small businesses, while others may offer limited functionalities and may not meet the needs of larger enterprises.
5. Customer Support
The level of customer support provided by the call monitoring software provider is an essential consideration. The provider should offer comprehensive training and support to help businesses make the most out of the software. Additionally, the provider should have a responsive customer support team that can address any issues or concerns in a timely and efficient manner.
You May Also Read : Speech Analytics Software for Contact Centers
6. User Experience
The user experience of call monitoring software is critical to its adoption and success. The software should be intuitive and user-friendly, with clear navigation and easy-to-understand reporting. A good user experience can help businesses optimize their operations and increase agent productivity.
The software should have advanced features and functionalities, seamless integration capabilities, scalability, security and compliance, reasonable cost, comprehensive customer support, and an excellent user experience. With the appropriate call monitoring software, businesses can streamline their customer support operations, improve agent productivity, and deliver exceptional customer experiences.
“Investing in call monitoring software can help your business accrue a host of advantages that include better agent performance and access to real-time intelligence. Make sure to go through the available options and check the pros, cons, reviews, and features of all service providers before choosing the best call-monitoring platform for your organization.”
Wrapping Up
So, this was all you needed to know about the top 10 phone call monitoring software. A contact center solution is an essential tool that plays a crucial role in the success of contact centers. It offers numerous benefits to agents, managers, customers, and the entire organization.
Gaining insight into what transpires during a live call between an agent and a customer is invaluable for agent training, quality assurance, and regulatory compliance. This information can be leveraged to optimize agent performance, improve the overall customer experience, and ensure that the organization complies with industry regulations and standards.
Connect with our expert teams to learn more about call monitoring software and the nuances that one faces while incorporating it.
FAQs
1. Who Can Benefit From Call Center Monitoring Software?
Call center monitoring software is a versatile and dynamic tool that can provide significant benefits to organizations across diverse industries and of varying sizes that manage a large volume of customer calls. It offers a wide range of capabilities that can be customized to suit the needs of call centers, technical support teams, customer service departments, and sales teams alike.
Through the software, managers are empowered to monitor and assess employee performance to ensure that their customer service standards align with organizational goals. With its comprehensive view of customer interactions, the software enables organizations to identify specific areas that require improvement in their training, processes, and overall delivery of customer service.
2. How Much Does a Call Monitoring Software Cost?
The price of call monitoring software isn’t set in stone and is contingent upon the desired features and functionalities. For instance, basic call monitoring software can be procured for a monthly user fee ranging from $25 to $50, while advanced software with more features may command up to $200 per user per month.
Certain vendors also offer pricing plans based on the number of calls or agents monitored. Before making a purchase, it is crucial to scrutinize the features and pricing options of different call-monitoring software solutions.
3. What Are the Types of Call Monitoring?
There are several types of call monitoring available, each providing different benefits to organizations:
- Live Call Monitoring
This type of monitoring allows managers to listen in on live calls in real-time. It enables them to provide immediate feedback and coaching to agents and ensure that customer service is being delivered according to organizational standards.
- Screen Recording
Screen recording captures the agent’s computer screen and provides a visual record of the customer interaction. It enables managers to review the call at a later time and identify areas for improvement.
- Call Recording
Call recording allows managers to record calls for future reference. It enables managers to review the call at a later time and identify areas for improvement.
- Speech Analytics
Speech analytics uses natural language processing to analyze recorded calls and identify patterns in customer behavior and agent performance. It provides managers with insights into customer sentiment, agent performance, and areas for improvement.
4. Are Monitored Calls Recorded?
Yes, monitored calls are recorded by call-monitoring software. The software records customer calls and provides managers with insights into agent performance and customer behavior.
The recorded calls can primarily be used for training purposes, to identify areas for improvement, and to ensure that customer service is being delivered according to organizational standards.
However, it is important to ensure that the recording and monitoring of calls comply with relevant privacy laws and regulations. Organizations must obtain consent from customers before recording their calls and ensure that the recorded calls are stored securely and used only for the intended purposes.
Updated : August 21, 2024
Supriya Bajaj is a senior content developer with immense experience in the VoIP telephony domain. With a deep knowledge of VoIP systems and emerging technologies in the field, she provides insightful and targeted content. Known for simplifying complex topics and her thought-leadership articles, Supriya delivers actionable content for both technical and non-technical audiences.
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