Categories   >   Call Monitoring Software
Last Reviewed: November 13th, 2024

Best Call Monitoring Software Of 2024

What is Call Monitoring Software?

Call Monitoring Software (CMS) is a potent tool designed to enhance customer service interactions while bringing transparency to telephone-based communications. It essentially captures, stores, and analyzes phone conversations to pinpoint opportunities for amplification. Amidst a fiercely competitive business world, CMS addresses the perennial problem of assessing the quality of customer service by providing insightful analytics into conversations. Businesses in sectors with intensive customer support activities, like telecommunications or e-commerce, stand to gain significantly from this software. Key CMS utilities include recording phone calls, quality control, compliance adherence, agent training, and performance evaluation. However, a remarkable emerging feature we have observed is speech analytics that uses artificial intelligence to analyze tone, speech rate and emotional intelligence. Despite its advantages, potential limitations lie in privacy concerns and data security issues. To sum things up, CMS essentially amplifies customer service quality and compliance while simultaneously providing insights for strategic decisions. Thus, its value proposition is quite clear: superior customer interactions and actionable business analytics.

What Are The Key Benefits of Call Monitoring Software?

  • Enhanced Customer Satisfaction
  • Improved Agent Performance
  • Better Quality Control
  • More Effective Training
  • Personalized Customer Interactions
  • Increased Compliance Adherence
  • Data-Driven Decision Making
  • Reduction in Resolution Time
  • Increased Operational Efficiency
  • Improved Service Consistency
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Overall

Based on the latest available data collected by SelectHub for 40 solutions, we determined the following solutions are the best Call Monitoring Software overall:

Nextiva
Nextiva
Start Price
$20
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Nextiva

Nextiva is a cloud-based platform that helps businesses communicate better with their clients. It offers SMS, chat, voice, video and surveys. The platform allows companies to provide improved customer service experiences. Users unanimously appreciate its usability. The customer support team is forthcoming and helpful according to most. Internet dependability is a major drawback witnessed by users. A huge chunk of users also complain about wait times. In short, organizations of any size looking for software that provides excellent phone services and affordable prices can give this a try.

Pros & Cons

  • Customer Support: Extremely helpful, friendly and knowledgeable customer representatives, according to 91% of users.
  • Cost: According to 90% of users who reviewed this pro, the software is affordable considering the services it offers.
  • Usability: 100% of users who mentioned the functionality said it’s easy to use.
  • Mobile App: Encounters technical glitches, according to 100% of users who reviewed the mobile app in particular.
  • Wait Times: According to 67% of users who reviewed this aspect, hold times are longer than usual.
  • Internet Dependability: 100% of users who mentioned this said the software heavily relies on high-speed internet connection.

Key Features

  • Mobile App: Connect with customers on the go. Stay in touch with customers, partners, employees and others, regardless of geographical locations. 
  • Web Conferencing: Enhance meetings by using unique and advanced tools. Access unlimited web conferencing to increase productivity and give prompt answers to customers. 
  • Team Chat: Send secure messages over a shared platform. Enable instant messaging, screen sharing, message history, video calls and more. Access it via iOS, Windows, macOS and Android platforms and allow up to 30 participants. 
  • Number Porting: Take your existing phone number and transfer it from the current carrier. Keep the existing number to ensure customers can connect without any hassle. 
  • Extension Dialing Number Change: Control and customize the extension numbering scheme for each location. Enable extensions from two to five digits. Decrease hold time for customers by allowing them to contact employees directly. 
  • Auto Attendant: Ensure customers don’t waste time. Play an instant automated greeting for customers to choose and connect with the correct department or individual. 
  • Advanced Call Routing: Determine the number of calls handled. Use a welcome message that lists extensions to ensure they speak with the appropriate individual. 
  • Call Analytics: Analyze historical data, ensuring informed and objective business decisions. Make predictions regarding future business opportunities and genuine connections with customers. 
  • Call Screening: Quickly identify spam and don’t waste time answering unwanted calls. Filter incoming calls by matching them to predetermined criteria. Use anonymous call rejection, private call rejection or number blocking to avoid spam callers. 
  • Call Recording and Rating: Access recordings directly from the reports. Listen, rate and share call recordings with team members. Create reports that organize and analyze company calls. 
  • Call Park: Place the call on hold or park it to continue conversing with a customer on a different telephone rather than disconnecting the call. 
  • Conference Bridge: Add a group of people to add to the phone call to facilitate collaboration. Listen to instructions and express options. 
  • Three-Way Calling: Increase productivity by taking two separate calls and turning them into one. Increase collaboration and efficiency, resulting in faster customer service. 
  • Conversational AI: Allow callers to describe the reason for calling in a preferred language rather than listening to a menu. 
  • SIP Trunking: Establish, modify and terminate multimedia sessions. Control voice, video and messaging applications required to converse with customers. 
  • Priority Alert: Make the phone ring differently based on particular contact and call information. Enable each priority alert to have a list of up to 12 numbers, a specific schedule and a holiday. 
  • Enhanced Voicemail Options: Add a personal touch to the customer service experience with a voicemail greeting. Send voicemails to another extension’s mailbox, enabling easy sharing of the voicemail with team members. Receive voicemail directly through email and access them whenever required. Read them in a text format instead of listening to the audio repeatedly by receiving it directly on the mobile phone. 
  • Live Chat: Offer customers the live chat option to connect with real human beings instead of bots. Enable instant responses to customer queries, reducing the time spent waiting endlessly for appropriate answers during chats. 
  • Unlimited Chat History: View customer conversations starting from their onboarding date. Ensure customers do not waste time by repeating information and become a part of their support team. 
  • Internal Chat: Allow employees to chat with one another using the same internal messaging tool. Communicate and collaborate with multiple team members without any hassle. 
  • Internal Wiki: Use help desk software to provide employees with the required information to respond promptly to customer queries. Enable employees to assist an increased number of customers while saving time and maintaining consistency. 
  • Faster Customer Assistance: Convert the chat into a case for a more extensive conversation. Activate chat/voice/email options in one place, allowing for better customer assistance. 
Five9
Five9
Start Price
$100
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Five9

The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

Pros & Cons

  • Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.
  • Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.
  • Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.
  • Customer Support: According to 75% of customers, the solution offers proactive customer service.
  • User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.
  • Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.
  • Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.
  • Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.
  • Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.

Key Features

  • Core Cloud: 
    • Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA). 
    • Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs. 
    • Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed. 
    • Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.  
    • CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions. 
    • UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges. 
    • APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access. 
  • AI and Automation: 
    • Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly. 
    • Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster. 
    • Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times. 
    • Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows. 
    • Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals. 
  • Employee Engagement: 
    • Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management. 
    • Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location. 
    • Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration. 
    • Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them. 
    • Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
  • Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly. 
Bitrix24
Bitrix24
Start Price
$39
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Bitrix24

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Pros & Cons

  • Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
  • Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
  • Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
  • Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
  • Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
  • Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
  • User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
  • Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
  • Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.

Key Features

  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
Avaya
Avaya
Start Price
$30
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Avaya

Avaya's Call Center software has received mixed reviews from users in the past year. Some users praise its robust feature set, including its omnichannel capabilities, customizable dashboards, and advanced reporting tools. These features allow businesses to manage customer interactions across multiple channels, track key metrics, and identify areas for improvement. Additionally, Avaya's integration with other business applications, such as CRM and ERP systems, is seen as a major strength, enabling seamless data sharing and streamlined workflows.

However, some users have expressed concerns about the software's complexity and cost. Avaya's feature-rich nature can make it challenging for some businesses to implement and manage effectively, especially for those with limited IT resources. Additionally, the software's pricing can be a barrier for some organizations, particularly small businesses with tight budgets. In comparison to similar products, Avaya's Call Center software is generally considered to be more comprehensive and feature-rich, but also more expensive and complex. Its strengths lie in its omnichannel capabilities, customization options, and integration with other business applications. However, businesses should carefully consider their needs and resources before investing in Avaya's software.

Overall, Avaya's Call Center software is best suited for large enterprises with complex customer service requirements and the resources to implement and manage a feature-rich solution. Its omnichannel capabilities, advanced reporting tools, and integration options make it a powerful tool for managing customer interactions and improving customer satisfaction.

Pros & Cons

  • Seamless Integration: Avaya's solutions effortlessly integrate with existing systems, streamlining call center operations and enhancing efficiency.
  • Robust Reporting: Comprehensive reporting capabilities provide valuable insights into call center performance, enabling data-driven decision-making.
  • Advanced Call Routing: Intelligent call routing optimizes agent utilization, ensuring calls are directed to the most qualified agents for faster resolution.
  • Omnichannel Support: Avaya's solutions support multiple communication channels, allowing customers to connect with agents through their preferred method.
  • Scalability and Flexibility: Avaya's solutions are designed to scale with growing business needs, providing flexibility to adapt to changing requirements.
  • High Cost: Avaya's solutions can be expensive compared to competitors, making it difficult for businesses to justify the investment.
  • Complex Interface: Some users find Avaya's interface to be complex and difficult to navigate, leading to frustration and reduced efficiency.
  • Limited Integration Options: Avaya's solutions may not integrate seamlessly with other business applications, creating challenges for businesses that rely on a connected ecosystem.
  • Frequent Outages: Users have reported experiencing frequent outages and downtime with Avaya's systems, impacting business operations and customer satisfaction.
  • Poor Customer Support: Some users have expressed dissatisfaction with Avaya's customer support, citing slow response times and a lack of technical expertise.

Key Features

  • Workforce Engagement: Boost employee engagement with game mechanics and keep a close eye on an agent’s application usage, off-phone activities, schedule adherence and processes. 
  • Team Management: Automate quality management via scoring evaluations and coaching. Seek assistance from subject matter experts when required. Streamline and track the progress and processes of the team. Simplify staff scheduling and forecasting. Provide access to call recordings, skills routing, live monitoring, analytics and coaching to agents to boost productivity and improve workflows.  
  • Contact Tracing: Get access to AI and automation tools to deliver some of the deepest and fastest solutions for contact information, identification and communications.
    • Chat Bot: Employ virtual agents to connect with customers through an easy transfer to live customer support when needed.  
    • Automation: Enable automatic notifications, alerts, text interactions, auto-forms, voice calls and emails to reach out to customers and engage in long-term communication. 
Tenfold
Tenfold
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Tenfold

Dialing up the excitement, let's explore what users have to say about Tenfold: While Tenfold generally receives positive feedback, there are some areas where it falls short. Users appreciate its ability to integrate with various CRMs and its click-to-dial functionality, which streamlines workflows and boosts productivity. The software's comprehensive call logging and recording features also provide valuable insights for performance analysis and training purposes. However, some users find the interface clunky and overwhelming, especially for those new to call center software. Additionally, occasional glitches and syncing issues can disrupt operations and cause frustration.

What sets Tenfold apart is its focus on integrating communication channels and providing a unified view of customer interactions. This is crucial for businesses that want to deliver a seamless customer experience across multiple touchpoints. However, Tenfold may not be the best fit for small businesses with basic call center needs due to its complexity and cost. It's better suited for larger organizations with high call volumes and a need for advanced features like call routing, analytics, and CRM integration. For these businesses, Tenfold can be a game-changer, providing the tools and insights needed to optimize call center operations and enhance customer satisfaction. Keep in mind that software is constantly evolving, so it's always a good idea to check for the latest updates and user reviews to make an informed decision.

Pros & Cons

  • Reduced Agent Effort: Tenfold streamlines workflows by automating tasks like call logging and data entry, freeing agents to focus on customer interactions.
  • Improved Customer Experience: Tenfold provides agents with a unified view of customer data, enabling personalized and efficient service that enhances customer satisfaction.
  • Enhanced Visibility and Reporting: Tenfold offers comprehensive reporting and analytics tools, empowering businesses to gain insights into call center performance and make data-driven decisions.
  • Increased Productivity: By automating tasks and providing easy access to information, Tenfold helps agents handle more calls and resolve issues faster, boosting overall productivity.
  • Clunky User Interface: The user interface can feel outdated and cumbersome, leading to a steep learning curve for new users and decreased efficiency for experienced agents.
  • Limited Customization: Tenfold may not offer the level of customization needed for complex call center workflows, potentially hindering integration with existing systems or processes.
  • Reporting Challenges: Generating customized reports or accessing specific data points can be difficult, limiting the ability to analyze call center performance and identify areas for improvement.
  • Mobile App Limitations: The mobile app may lack essential features or functionality compared to the desktop version, hindering remote work or on-the-go access for supervisors and agents.

Key Features

  • Click-to-Dial: Transform phone numbers into clickable links to simplify the calling process and reduce manual dialing.
  • Floating UI: Make inbound or outbound calls more efficient. Use an intelligent assistant that pulls up relevant existing customer records and action items as screen pop-ups during calls. Streamline workflows with an embedded UI for the team’s CRM, a Chrome extension and a desktop app. 
  • Call Notes: Save time and ensure smoother workflows by taking notes, logging next steps and creating tasks. Seamlessly and automatically syncs all information back to the CRM. 
  • Natural Language Processing: Create tasks through NLP leveraging machine learning to read and understand agent notes, turning key phrases like “follow up tomorrow” into calendar entries accordingly. 
  • @Mention: Enable easier collaboration for service, sales and support teams. With a simple @mention, notify teammates about call updates and assign pending actions to address immediately.  
  • Automated Call Logging: Eliminate manual tasks such as entering call updates and updating members across departments. Keep call logs, including the unmatched ones, and associate them with leads, accounts or contacts. 
  • Info Tab: Confirm customer information such as email addresses, phone numbers and mailing addresses while on calls. Maintain long-term communications with customers through continuous follow-ups, reminders and engaging conversations.  
  • Dispositions: Assign customizable call outcomes and critical attributes to all calls without navigating through the CRM. Mark leads as “hot” or “qualified” to establish priority. Configure to set customer communication preferences. 
  • Integrations: Integrate with native CRM tools such as Salesforce or SugarCRM to sync data and call logs. Empower agents with comprehensive information to drive better customer interactions. Integrate with video conferencing platforms like Cisco, Skype and RingCentral; share screens or chat via video during online meetings with customers or clients.  
  • Local Caller ID: Boost the chances of call receipts by emulating local area codes based on prospect locations. 
  • Agent Goals: Admins can set outbound and inbound call durations and volume targets, check updated performance records and analyze team productivity within seconds through a dashboard.  
  • Analytics: Recognize the top performers through a leaderboard and motivate them to perform well. Monitor team performance at a glance through the Analytics Dashboard. Visualize metrics through call graphs, tables for individual team members and interactive stats.
TalkDesk
TalkDesk
Start Price
$85
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked TalkDesk

 TalkDesk generally receives positive feedback, with many users highlighting its user-friendly interface and robust features as major strengths. The platform's ease of use makes it simple for agents to navigate and manage calls efficiently, while its extensive functionality caters to diverse business needs. TalkDesk's reporting and analytics capabilities are also highly praised, providing valuable insights into call center performance and customer interactions. However, some users mention occasional glitches and technical issues, emphasizing the importance of ongoing maintenance and support. Compared to competitors like Five9 and Genesys, TalkDesk stands out for its cloud-based nature, scalability, and competitive pricing, making it an attractive option for businesses of all sizes. Its flexibility allows for easy integration with other business tools, further enhancing its value proposition. TalkDesk is particularly well-suited for businesses seeking a reliable, feature-rich, and scalable call center solution that prioritizes user experience and data-driven insights. Its cloud-based architecture ensures accessibility and adaptability, while its comprehensive features empower businesses to optimize customer interactions and enhance overall efficiency.

Pros & Cons

  • Integrations: Talkdesk integrates with popular CRMs and helpdesk platforms, which allows for a more streamlined workflow and improved agent productivity.
  • Customization: The platform is highly customizable, allowing businesses to tailor it to their specific needs. This includes the ability to create custom reports, dashboards, and workflows.
  • Scalability: Talkdesk is a cloud-based platform, which means it can easily scale to meet the needs of growing businesses. This is a major advantage over on-premises call center solutions, which can be difficult and expensive to scale.
  • Ease of Use: The platform is designed to be user-friendly, even for those with no prior experience with call center software. This makes it easy for businesses to get up and running quickly.
  • Reporting and Analytics: Talkdesk provides a wide range of reporting and analytics tools, which give businesses insights into their call center performance. This information can be used to improve agent productivity, customer satisfaction, and overall call center efficiency.
  • Reporting Issues: Some users have expressed frustration with Talkdesk's reporting capabilities, finding the platform's reports to be cumbersome and lacking in customization options. Generating specific reports or accessing granular data can be challenging, hindering effective performance analysis and decision-making.
  • Integrations: Integrating Talkdesk with other business tools and systems can be complex and require significant technical expertise. Users have reported difficulties with setting up and maintaining integrations, leading to inefficiencies and data silos.
  • User Interface: The user interface of Talkdesk has been described as clunky and outdated by some users. Navigating the platform and accessing features can be unintuitive, impacting agent productivity and overall user experience.
  • Customer Support: While Talkdesk offers customer support, some users have reported challenges in receiving timely and effective assistance. Long wait times and difficulties in reaching knowledgeable support representatives have been cited as concerns.

Key Features

  • CX Cloud And Enterprise Cloud:  
    • CX Strategy and Services: Build a business case for modernizing customer experience through implementation methodology and training, adoption and support services. 
    • Employee Engagement: Elevate workforce engagement strategy with an integrated user experience for managing, training, coaching and empowering agents. 
    • Employee Collaboration: Deliver a world-class customer service by integrating all communications solutions, orchestrating talents and expertise across the company. 
    • Customer Engagement: Provide a seamless experience across phone and digital channels, so customers don’t have to repeat information. 
    • Knowledge Management: Grow, format, refine and orchestrate information in tools such as agent assist and a self-service portal. Use cognitive search to enhance users’ search queries and dig relevant information from diverse and multiple data sets to help agents resolve issues faster. 
    • Workforce Management: Combine powerful automation and AI with an intuitive user experience to optimize scheduling and staffing decisions, deliver better agent experience and reduce administrative effort. 
  • Workforce Engagement:  
    • Interaction Recording: Get a complete view of every customer touchpoint with synchronized screen and voice recording, time-stamped annotation and responsive waveform playback. 
    • Conversations Mobile App: Engage with customers anywhere, any time, and deliver excellent support on the go. 
  • Omnichannel Engagement: Talk with prospects on any channel, personalize each interaction, carry conversations from one channel to another, keeping the context across every channel. Take advantage of capabilities including voice engagement, outbound engagement, digital engagement, orchestration & routing, agent workspaces and mobile apps, omnichannel feedback and agent assistance. 
  • Work-From-Home Enabled: Take control of a hybrid and remote workforce and mitigate the risk of a distributed workforce, including negligence, insider threats and system performance issues with Guardian. Always have a birds-eye view of the quality of the agent's connection, who is logged in and an entire history of all communication activity. 
  • Flexible Deployment Options: Offer flexible deployment options via microservices-based and cloud-native architecture. Store critical data anywhere, leverage private cloud storage and maximize telephony investments. 
  • Customer Experience Analytics:  
    • Interaction Analytics and Sentiments: Empower teams to support customers better by surfacing key conversation moments, sentiment, topics and discerning customer intent. 
    • Real-Time Sensors and Automation: Proactively identify client’s issues anytime and address sensitive or negative situations before they escalate. 
    • Survey and Feedback Analytics: Go from real-time feedback to resolution quickly with fast and simple surveys. 
    • Data APIs: Improve customer satisfaction rates by integrating historical and real-time call center metrics into CRM, BI systems, case management and more. 
CXone
CXone
Start Price
$100
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked CXone

CXone is a popular customer experience software that has received positive user reviews over the past year. Users appreciate its ease of use, comprehensive features, and ability to integrate with other business systems. CXone's strengths include its intuitive interface, which makes it easy for users to navigate and find the information they need. It also offers a wide range of features, including customer relationship management (CRM), marketing automation, and analytics, which allows businesses to manage all aspects of their customer interactions in one place. Additionally, CXone's open API allows it to be easily integrated with other business systems, such as ERP and CRM systems, which can help businesses streamline their operations.

While CXone is a strong product, it does have some weaknesses. Some users have reported that it can be expensive, especially for small businesses. Additionally, CXone's reporting capabilities are not as robust as some other products on the market. However, CXone's strengths outweigh its weaknesses, and it is a good choice for businesses that are looking for a comprehensive customer experience solution.

CXone is most suited for businesses that are looking for a comprehensive customer experience solution that is easy to use, feature-rich, and can be integrated with other business systems. CXone is a good choice for businesses of all sizes, but it is particularly well-suited for small businesses that do not have the resources to invest in a more expensive solution.

Pros & Cons

  • Seamless Omnichannel Experience: CXone unifies customer interactions across multiple channels, providing a consistent and personalized experience.
  • Robust Analytics and Reporting: CXone offers comprehensive analytics and reporting capabilities, enabling businesses to track key metrics and identify areas for improvement.
  • AI-Powered Automation: CXone leverages AI to automate repetitive tasks, freeing up agents to focus on more complex customer interactions.
  • Easy-to-Use Interface: CXone's intuitive interface makes it easy for agents to navigate and manage customer interactions efficiently.
  • Exceptional Customer Support: CXone provides dedicated customer support, ensuring businesses receive prompt assistance and guidance when needed.
  • Limited Customization: Users have reported that CXone's customization options are somewhat limited, making it difficult to tailor the platform to their specific business needs.
  • Steep Learning Curve: Some users have found CXone's interface to be complex and challenging to navigate, requiring a significant investment of time and effort to become proficient.
  • Integration Challenges: Users have encountered difficulties integrating CXone with their existing systems, leading to data silos and inefficiencies.
  • Pricing Concerns: CXone's pricing structure has been criticized for being complex and lacking transparency, making it difficult for users to accurately estimate their costs.
  • Limited Reporting Capabilities: Users have expressed dissatisfaction with CXone's reporting capabilities, citing a lack of flexibility and customization options.

Key Features

  • Automatic Call Distribution: Connect more customers with the appropriate resources and resolve an increased number of interactions faster. Employ differentiated routing that uses customer data and sentiment for a better overall customer experience. Make use of an intuitive, visual tool with predefined components and collaborate on routing flows.
  • Interactive Voice Response: Avoid the time spent on asking customers the same questions repeatedly. Automate requests through the IVR to facilitate the resolution process. Connect the data using the out-of-the-box CRM, virtual agent and database integrations.
  • Predictive Dialer: Run voice and digital campaigns in an instant. Increase productivity with no pause dialing, reducing hang-ups. Blend inbound and outbound interactions across channels. Choose from various dialing options to ensure compliance even within one campaign.
  • Interaction Channels: Select from over 30 digital and voice channels and instantly grant access to agents whenever required. Increase productivity with control, insight and a consistent interface. Maintain routing for all digital and voice channels with a visual, intuitive tool. Provide customers flexibility and offer virtually any communication channel that satisfies their needs.
  • Conversational AI and Chatbots: Leverage BYO-bot framework to deploy and manage virtual agents and intelligent bots. Handle more customer interactions with pre-built NLP-powered bots. Expand self-service for routine requests. Blend conversational self-service with agent assistance, leading to hassle-free customer journeys.
  • Improved Chat: Streamline chat handling with messaging templates, reducing typing and improving speed. Use bots to collect customer data or automate repetitive steps. Use a single platform to administer and manage the chat channel. Deliver real-time guidance to customers along with co-browsing and hands-on support. Identify when high-value customers are lost or struggling.
  • Messaging: Choose from the most extensive selection of natively implemented channels. Integrate virtually any digital channel with BOYC. Grant agents cross-channel history and add custom fields for customer information, sentiment and more. Analyze data for any digital avenues, including SMS, bots, social messaging and monitoring chat. Handle inbound SMS easily using consistent control and interfaces.
  • Call and Screen Recording: Adhere to PCI, GDPR and HIPAA requirements. Make sure that recordings are always secure and protected. Access and play recordings back without any hassles. Unify call, digital and screen recordings in one interface. Ensure built-in flexibility to meet recording and collaboration needs on the go.
  • FedRAMP: Provide customers with omnichannel options. Facilitate workforce engagement to create an organized, happy and productive environment for employees. Use security protocols to protect private data. Enable staff to serve customers promptly and efficiently.
  • UCaaS Integrations: Help connect agents to valuable experts. Allow pre-built APIs to create a single view for all agent interactions. Identify agent availability for a call or chat and update corporate directories frequently. Connect the agent workforce with leading applications from Microsoft, RingCentral, Zoom, Atos and more.
  • CRM Integrations: Help agents understand customers in a better way. Deploy, scale and extend with a pre-built integration. Increase efficiency with a unified agent desktop and reduce both time and effort. Make informed decisions relying on gainful insights.
  • Interaction Analytics: Improve interactions across channels by identifying outcomes, evaluating the customer experience and more. Prioritize and attack the best improvement opportunities.
  • Real-Time Interaction Guidance: Build rapport and encourage active listening based on AI models that understand customer cues. Provide immediate feedback and use easy-to-understand prompts and specific recommendations.
  • Voice-as-a-Service: Integrate software, infrastructure and telephone into one centralized solution. Eliminate the hassle of dropped and abandoned calls. Use automated provisioning and number porting to save time.
  • Customer Authentication: Validate a customer in the first few seconds of a conversation. Strengthen fraud prevention and ensure safeguarding. Diversify self-service to meet everyday needs such as account balance, points status, password resets and more that need authentication.
Amazon Connect
Amazon Connect
Start Price
$0.01
Per Minute, Usage-Based
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Amazon Connect

Amazon Connect, the cloud-based contact center software from Amazon Web Services (AWS), has garnered a mixed bag of user reviews over the past year. While some users rave about its user-friendly interface, scalability to accommodate growth, and cost-effectiveness compared to traditional contact center solutions, others point out its limitations in advanced features and express dissatisfaction with customer support. The software's strengths lie in its ease of use, particularly for those familiar with other AWS products, and its pay-as-you-go pricing model, which allows businesses to only pay for what they use. This makes it a great option for startups and small businesses looking for an affordable and scalable solution. However, more established businesses with complex needs may find the lack of advanced features, such as robust workforce management tools, to be a dealbreaker.

One of the key differentiators of Amazon Connect is its seamless integration with other AWS services, such as Amazon Lex for chatbots and Amazon Polly for text-to-speech. This allows businesses to easily add AI-powered features to their contact center without the need for extensive coding or third-party integrations. However, this tight integration with the AWS ecosystem can also be a drawback for businesses that use other cloud platforms or have existing investments in third-party contact center solutions. Overall, Amazon Connect is a solid choice for businesses seeking a user-friendly and cost-effective cloud contact center solution, especially those already invested in the AWS ecosystem. However, businesses with complex requirements or those seeking top-tier customer support may want to explore other options.

Pros & Cons

  • Easy to Use: The interface is straightforward and intuitive, making it simple for users to learn and navigate the system. This ease of use allows managers and supervisors to independently make changes to call flows and agent groups without relying on others.
  • Scalability: Amazon Connect's cloud-based nature allows businesses to easily scale their contact center operations up or down as needed. This flexibility is particularly beneficial for businesses with fluctuating call volumes or seasonal demands.
  • Cost-Effective: The pay-as-you-go pricing model means businesses only pay for the resources they use, making it a cost-effective solution compared to traditional on-premises contact center systems.
  • Integrations: Amazon Connect integrates seamlessly with other AWS services and third-party applications, allowing businesses to create a unified communications ecosystem. This can include CRM systems, helpdesk platforms, and workforce management tools.
  • Advanced Features: The platform offers a wide range of features, including skills-based routing, call recording, real-time analytics, and chatbots, enabling businesses to deliver a personalized and efficient customer experience.
  • Limited Customization: The user interface can be challenging to navigate and customize to specific workflows, especially for complex routing needs or integrations with other systems.
  • Reporting Challenges: Generating customized reports or accessing granular data for analysis can be difficult, limiting the ability to gain deep insights into call center performance and agent activity.
  • Learning Curve: The platform's features and functionalities can have a steep learning curve, requiring significant time and effort for users to become proficient, especially those without a technical background.

Key Features

  • Automation, Omnichannel and Telephony:  
    • Telephony: Eliminate the need to handle multiple vendors, commit to peak call volumes and negotiate complex contracts by simply managing a network of telephony providers from around the world. Access services such as direct inward dial (DID), over 200 calling destinations and toll-free phone numbers in more than20 countries worldwide. Understand proactive monitoring, which can scale up and down within seconds from telephony experts. 
    • Omnichannel: Access contact centers embedded and intelligent high-volume outbound communications across multiple channels. Speak with millions of people daily for marketing promotions, upcoming delivery notifications and appointment reminders. Schedule communications by simply specifying the communication channel and contact list. 
    • Predictive Dialer With Answering Machine Interaction: Increase efficiency by calling customers in a list automatically. Connect only to live customers by detecting busy signals, respond to voicemail greetings through a machine learning model. 
    • Web and Mobile Chat: Offer customers the ability to text agents without being available simultaneously through asynchronous messaging. Take advantage of secure and encrypted chats that support all existing compliance certifications. Talk with Apple Business Chat or iOS messaging through the product’s routing, contact flows and configuration. 
    • Task Management: Maintain a high customer satisfaction rate through follow-up items to resolve customer requests and issues. Prioritize track and assign agent tasks to completion easily. Improve agent productivity by automating tasks that don’t require user interaction. 
    • Automation: Save time and money with intelligent automation and self-service tools such as interactive voice response, natural language chatbots and automated customer voice authentication. Provide a seamless multi-channel communication experience for chat, voice and task management. Improve efficiency and eliminate the need to repeat tasks and functions by automation capabilities. 
Aircall
Aircall
Start Price
$1,080
Annually
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Aircall

Aircall is a cloud-based call center and phone system that's a great fit for businesses of all sizes, but it really shines for small businesses and startups. It's known for being super easy to use and having a price tag that won't break the bank. Aircall comes packed with features like Interactive Voice Response (IVR) and automated call routing, which basically means you can set things up so your customers get to the right person or department without any hassle. Plus, the audio quality is top-notch, so you can ditch those frustrating dropped calls and muffled conversations. Aircall also plays nice with other popular platforms like CRM and helpdesk software, making it a breeze to integrate into your existing workflow.

Now, no software is perfect, and Aircall does have a few drawbacks. Some users have mentioned that it's missing a couple of bells and whistles, like call recording. And while Aircall is generally affordable, the cost can add up if your business makes a ton of calls or needs a bunch of fancy features. But overall, Aircall is a solid choice if you're looking for a reliable and user-friendly phone system that won't cost you an arm and a leg. It's perfect for businesses that want to up their customer service game and streamline their operations without getting bogged down in complicated tech stuff. So, if you're ready to take your business calls to new heights, give Aircall a try!

Pros & Cons

  • Simple Setup: Users find the setup process to be straightforward and intuitive, allowing them to get started quickly without extensive technical knowledge.
  • Integrations: The platform offers a wide range of integrations with popular CRM and helpdesk tools, enabling seamless data synchronization and workflow automation.
  • Call Routing: Aircall provides advanced call routing features, allowing businesses to efficiently direct calls to the right agents or departments based on predefined rules and criteria.
  • Analytics and Reporting: The platform offers comprehensive analytics and reporting tools, providing insights into call volume, agent performance, and other key metrics to help businesses make data-driven decisions.
  • Call Quality Issues: Several users have reported experiencing dropped calls, poor audio quality, and latency issues, particularly when using the mobile app or during international calls.
  • Limited Integrations: While Aircall offers integrations with popular CRM and helpdesk platforms, some users find the selection to be limited compared to competitors, especially for industry-specific software.
  • Pricing Structure: Aircall's pricing can be complex and expensive, especially for larger teams or businesses with high call volumes. The per-user pricing model may not be suitable for all organizations.

Key Features

  • Power Dialer: Allow sales representatives to dial quickly and reduce manual entries into the CRM. Automatically identify numbers on a prospect’s website and instantly add them to the calling queue. Enable Salesforce or the CRM to send out data, providing context for calls. 
  • Interactive Voice Response: Categorize callers according to their requirements and route them automatically to the resource needed. Improve user experiences with an automated IVR menu. Choose from available waiting music or upload audio files. Customize call settings for ring groups. 
  • Call Routing: Direct calls to agents automatically and set a customized routing sequence. Stop other ringing lines once agents answer calls. 
  • Call Center Analytics: Monitor performance of individual employees and teams. Access call metrics directly from the dashboard to meet required KPIs. Get valuable insights regarding average call durations, missed calls and wait time. 
  • Computer Telephony Integration: View essential customer information and call context during live conversations. Manage everything in a centralized place to enable better team monitoring and improved productivity. Access everything in a straightforward interface. 
  • Click to Dial: Make calls to any number while using the app. Reduce time wasted on switching screens to dial phone numbers. 
  • Warm Transfer: Enable agents to quickly brief other colleagues before forwarding calls over to them. Ensure a smooth transition for customers. Provide context to team members, maintain continuity and allow the right agent to answer questions. 
  • Call Commenting and Assignment: Attach notes and comments to calls, making them accessible for the entire team. Assign follow-up tasks when any client doubts go unresolved. 
  • Call Recording: Automatically activate recording every time someone takes a call. Customize recording settings. Access and recheck conversation histories. 
  • Business Hours: Decide when numbers are open to receive calls. Customize calendar settings. Set business hours for all numbers, ensuring agents can receive calls from respondents. 
  • Ring Groups: Classify individuals based on location, skills or other aspects. Monitor overall group performance and analyze essential employee data. 
  • Call Queuing: Keep a caller on hold until an agent can respond. Use custom hold music or messages to improve the user experience. Callers can request a callback, ensuring a reduced call abandonment rate. 
  • Live Feed: Make informed decisions by obtaining a general perspective of team activities. Gain complete visibility into overall situations and get clarity about what needs improvement. 
  • Call Tags: Use custom labels to classify calls for improved organization. Automatically sync tags to integrated apps. 
PhoneBurner
PhoneBurner
Start Price
$149
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked PhoneBurner

PhoneBurner is an easy-to-use customer support software that encourages smooth workflows across departments. Many users appreciate its help desk service. The product relies on automation, allowing agents to speed up work and become more productive and efficient. While most of the users love its remote access functionalities, some are hesitant to buy it because of the lack of workflow-enhancing features such as Text-to-Speech, Queue Management and more. Although some customers aren’t satisfied with the user interface and integration capabilities but Phone Burner works well for small- and medium-sized businesses."

Pros & Cons

  • Boost Productivity: Automate tasks, simplify workflows and help your team get more work done.
  • Save Money: Cut costs on equipment, installation and other expenses that come with traditional phone systems.
  • Reach Customers Everywhere: Connect with customers on the phone, email, live chat and social media, all from one platform.
  • Track Your Success: See how your team is performing and improve your customer support with easy-to-use reports and insights.
  • Setup Needs: Getting started requires setting up computers, software and networks.
  • Team Effort: You'll need to hire and train staff to run your call center, which can take time and money, especially for smaller businesses.

Key Features

  • Power Dialer: Connect your phone or VOIP to the platform to streamline tasks like emails and voicemails. Reach up to 80 contacts an hour with flexible dialing modes.
  • Smart Search: Filter and save your searches, and keep them updated as your needs change.
  • Remote Dialing: Call prospects from anywhere using a local area code. Connect faster with call logging, one-click voicemails and automated follow-ups. Manage remote teams, simplify onboarding and coordinate from a central dashboard.
  • Virtual Phone Service: Get local, cloud-based numbers with features to improve outreach and simplify incoming calls. Forward calls, answer them online and quickly return missed calls.
  • CRM: Organize your campaigns and contacts with automatic storage for call history, texts, documents and recordings. Send personalized messages instantly with templates.
    • Smart Email Tracking: Track email opens, clicks and document views to time your follow-ups perfectly. Enjoy reliable connections and minimal downtime.
    • Lead Filtering: Find the right contacts by searching based on call results, tags, location and custom fields. Create saved searches that automatically update your call list with the best leads.
    • Lead Distribution: Make sure the right reps get the right leads with customizable rules. Improve team collaboration, get more opportunities and close more deals. Create shared lead pools and reward your top performers.
    • Performance Tracking: See your team's progress and productivity with real-time leaderboards and analytics.
    • Integrations: Connect with your existing CRM tools, including Salesforce, HubSpot and Zoho, as well as over 100 other applications.
  • Local ID: Display a local number that matches your customers' locations to increase connections by up to 56%.
  • Workflow Automation: Streamline your work with pre-recorded voicemails and automatic next-call dialing. Send personalized emails based on conversations and distribute leads efficiently. Leave notes, set statuses and organize your prospects.
  • Reporting: Generate and analyze reports to understand rep performance, monitor activities and measure team success. Make informed decisions with call tracking, leaderboards and recordings.
  • Text Messaging: Send texts right from the dialer after calls or emails. View conversations, get real-time alerts and access messages in an organized inbox.

COMPARE THE BEST Call Monitoring Software

Select up to 2 Products from the list below to compare

 
Product
Score
i
SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Call Monitoring Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
Nextiva
$20
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Nextiva
Five9
$100
Per User, Monthly
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Five9
Bitrix24
$39
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Bitrix24
Avaya
$30
Per User, Monthly
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Avaya
Tenfold
Undisclosed
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Tenfold
TalkDesk
$85
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
TalkDesk
CXone
$100
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
CXone
Amazon Connect
$0.01
Per Minute, Usage-Based
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Amazon Connect
Aircall
$1,080
Annually
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Aircall
PhoneBurner
$149
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
PhoneBurner

All Call Monitoring Software (40 found)

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Kixie

by Kixie
Kixie
Kixie is a cloud-based voice call solution that automates sales processes and helps increase productivity. It connects agents with prospects and gives valuable insights into conversations. Enables sales teams to close deals at a faster rate.It offers call history, call coaching, voicemail drop, reporting, call recording, a sales leaderboard and call queues. It’s easy to set up, reliable and integrates with third-party modules. Users can start making calls within three minutes of setting up without any hardware. It also provides a free trial.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Toky

by Toky
Toky
Toky is a cloud-based phone system that consolidates data, personalizing customer service by automatically synching interactions to customer records. It also provides virtual phone numbers in multiple countries, and integrates well with CRM and other tools. Its other attributes include IVR phone trees, bulk SMS, reporting and analytics, speech-to-text, fax-to-email, call monitoring, a power dialer and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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CallHippo

by CallHippo
CallHippo
CallHippo is an easy-to-use cloud-based business phone system. It’s suitable especially for startups and small businesses. The service provides 24/7 support and is accessible via both mobile and desktop apps. It offers robust features, including a power dialer, automatic call distribution, call tracking and more. Users can purchase virtual numbers in over 50 countries. Organizations can enhance team collaboration and communication while keeping costs low.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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UJET

by UJET
UJET
UJET is a cloud-based software designed to streamline customer service operations, making it an ideal solution for businesses looking to enhance their call center capabilities. It is particularly suited for organizations that prioritize customer satisfaction and efficiency, as it offers a suite of tools aimed at improving the quality and responsiveness of customer support. Among its key benefits are the ability to integrate with existing business systems, providing a seamless experience for both agents and customers, and its scalability, which allows businesses of all sizes to tailor the service to their needs. UJET's popular features include real-time interactions, intelligent routing, and comprehensive analytics, which help in making informed decisions and improving service quality. When compared to similar products, users often highlight UJET's user-friendly interface and the effectiveness of its customer support features. Pricing considerations vary, typically based on the volume of interactions and the specific features required, with payment options usually structured on a subscription basis.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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VICIdial

by VICIdial
VICIdial
VICIdial is an open-source contact center solution designed to efficiently manage inbound and outbound calls. It’s well-suited for businesses of all sizes that need to handle high volumes of customer interactions. The software offers features such as automatic call distribution, predictive dialing and real-time monitoring, and helps enhance productivity and streamline operations.Users appreciate its suite of business-specific features, cost-effectiveness and the ability to customize reports and dashboards. Contact the vendor for information on pricing.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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CallRevu

by CallRevu
CallRevu
CallRevu is a noteworthy software system that ranks 26 among all Call Monitoring Software according to our research analysts and 2 crowd-sourced reviews from 2 sources. Starting from $99, CallRevu is priced less than most others, offers a free trial on occasion and is most applicable for small or medium sized businesses. CallRevu can be deployed online. Similar alternatives to CallRevu include Vonage Contact Center, AVOXI and Zendesk Talk.
User Sentiment User satisfaction level icon: fair
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Intradiem

by Intradiem
Intradiem
Intradiem helps customer service teams automate and streamline their daily operations based on real-time data and service requirements. Users can leverage AI-powered technology to process large volumes of data and take instant actions according to defined rules. Along with better employee engagement, it improves productivity and efficiency, leading to quality customer experiences. Its main attributes include staffing, call handling, analytics, process automation and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Zingtree

by Zingtree
Zingtree
Zingtree is suitable for a wide variety of organizations and departments. Users can create interactive decision trees to assist agents through repetitive customer interactions. Other attributes include customized agent scripting, tracking and analysis of customers who use support, interactive troubleshooters and actionable click-through insights.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Zendesk Talk

by Zendesk
Zendesk Talk
Zendesk Talk is a VoIP contact center calling system that integrates with Zendesk Support Suite. It operates within the same interface that connects customers with agents across multiple communication methods. Call centers can incorporate the technology into an existing platform or rely on it solely for voice calls. Workers can connect via smartphone, mobile app or softphone in a preferred web browser or business desk phone. All capabilities reduce the call abandonment rates and allow employees to answer more calls in less time.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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AVOXI

by AVOXI
AVOXI
Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Callcap

by Marchex
Callcap
Callcap is a rising software product that ranks 46 among all Call Tracking Software according to our research analysts and 44 crowd-sourced reviews from 2 sources. Starting from $29, Callcap is priced at a bargain, offers a free trial on occasion and is most advisable for companies of all sizes. Callcap can be deployed online and on-premise and is accessible from a limited set of platforms including Windows devices. Similar alternatives to Callcap include VoIP.ms, Broadvoice and BlueJeans.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Cisco Contact Center

by Cisco Systems, Inc.
Cisco Contact Center
Cisco offers a vast portfolio of products, including calling, contact center, team collaboration, meetings and devices. It delivers call treatment, omnichannel contact management, contact routing and network-to-desktop CTI over an IP infrastructure. Its flexible cloud architecture offers integration and customization along with user experience management.It gets praise for its varied features and intelligent analytics geared towards improving productivity and customer satisfaction. However, users report that some tools are complex to use. For information about pricing, contact the sales team.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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800response

by 800response
800response
800response provides lead generation solutions by offering free vanity and local tracking numbers for businesses to streamline their operations. It helps enterprises set up geographical phone leads according to the area code, country zip code, nearest business location and contact number exchanges. Its full suite delivers call routing, call tracking, customer analytics and automated speech analytics.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Bright Pattern

by Bright Pattern
Bright Pattern
Bright Pattern is a cloud-based call center software designed to enhance customer interactions. It's ideal for businesses seeking a comprehensive solution to manage inbound and outbound calls, emails, chats, and social media inquiries. Bright Pattern offers a range of benefits, including improved agent productivity, increased customer satisfaction, and reduced operational costs. Key features include omnichannel routing, real-time analytics, customizable dashboards, and advanced reporting capabilities. It integrates with various CRM and business systems, allowing for seamless data sharing and streamlined workflows. Compared to similar products, Bright Pattern stands out with its user-friendly interface, robust functionality, and scalability to meet growing business needs. Pricing is based on a per-agent, per-month subscription model, with flexible options to accommodate different business sizes and requirements. Bright Pattern's comprehensive offering and competitive pricing make it a valuable investment for businesses seeking to elevate their call center operations.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Ameyo

by Ameyo
Ameyo
Ameyo is a suite offering an extensive range of call center and helpdesk solutions. It helps minimize wait time, take more calls and increase sales by managing inbound and outbound operations. It offers smooth integration with in-house and third-party APIs along with a personalized customer service experience. Other attributes include skill-based routing, reporting and analytics, a smart dialer for improved coverage, and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
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Genesys PureConnect

by Genesys Telecommunications
Genesys PureConnect
Genesys PureConnect is an omnichannel communications solution. It simplifies communication through business-specific customization and the integration of external data, guaranteeing consistent customer experiences. Some of its notable features are automated routing, automatic call distribution, inbound contact center, outbound call center and customer self-service.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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RingCentral Contact Center

by RingCentral, Inc.
RingCentral Contact Center
RingCentral Contact Center is a cloud-based call center solution designed to enhance customer interactions and streamline operations. It's ideal for businesses of all sizes seeking to improve their customer service capabilities. Key benefits include its omnichannel support, allowing agents to handle inquiries across multiple channels, and its advanced analytics, providing valuable insights into call center performance. Popular features include call routing, IVR, call recording, and real-time reporting. Compared to similar products, RingCentral Contact Center stands out for its user-friendly interface, ease of deployment, and cost-effectiveness.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Vonage Contact Center

by Vonage
Vonage Contact Center
Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Dialpad Contact Center

by Dialpad
Dialpad Contact Center
Dialpad Contact Center is a cloud-based, inbound customer support product that enhances agent efficiency and unlocks communication insights in a user-friendly interface. It works across all personal devices and provides video, voice, group messaging, MMS, SMS, conferencing, document sharing and screening services. This system comes with tools to unify business communications in the cloud, including custom IVR, company mainline, social profiles and Google Apps integration.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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OpenScape Contact Center

by Unify Inc.
OpenScape Contact Center
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Buyer's Guide

Call Monitoring Software Is All About Delivering Consistent, Accurate and Positive Customer Experiences 

By Anjali Gupta, Market Analyst at SelectHub

Call Monitoring Software BG Intro

Call monitoring software is one of the most helpful and practical tools in the call center system. It ensures organizations stay at the top of their game and offer excellent and efficient solutions. We all know that businesses keeping customer experience on priority witness significant revenue increase compared to competitors. Moreover companies generate more revenue with moderate updates and enhancements in customer support systems.

These statistics display conversations with customers are essential for growth and success. You need to ensure every interaction leaves an excellent impression on clients. That's where call monitoring software comes into play.

This guide helps you understand the ins and outs of call monitoring along with best practices to enhance functionality. You’ll learn how to analyze call monitoring needs, which features to prioritize while choosing a new system, and how to compare applications to make an informed decision. Let's get started.

Executive Summary

  • Call Monitoring Software is a telephone system used by businesses to connect during calls and provide feedback to improve team performance and workflows.
  • Call center programs empower companies to strengthen relationships with clients and prospects by delivering world-class connectivity through multiple platforms, such as video, audio, web, smartphones, conversation and social media.
  • This system helps determine why clients call and facilitate strategies to address the root cause of their issues.
  • It enables agents to analyze different tools and identify enhancements to provide timely and more accurate responses.
What This Guide Covers:

What Is Call Monitoring Software?

Call monitoring software is a part of call center software that includes listening to calls, whispering, barging, quality scoring, tagging, advanced down-drill analytics and recording capabilities. Organizations can coach their agents and improve team performances over time. It also boosts customer service metrics when integrated with CRM platforms and other BI tools. Businesses rely heavily on call monitoring (64%) and customer responses (77%) to record customer feedback, according to a survey conducted by TimeDecor. Managers can listen in on customer calls, analyze agent performance, manage call quality, develop sales or marketing strategies and influence team effectiveness through chatting and coaching.

Differentiating Quality Monitoring, Call Monitoring and Call Quality Monitoring

When you search call monitoring, whispering and barging on the internet, you may get confusing results. Why? The term “call monitoring” also refers to other types of applications.

Some services that may show up during your search are:

  • Call Monitoring: Ionitoring, barging (dropping in on live calls) and whispering.
  • Quality Monitoring: Helps organizations measure agent performance on criteria such as effectiveness, accuracy, professionalism and quantitative key performance indicator (KPIs). These systems may also employ speech analytics to determine the overall tone of the call and what was said.
  • Call Quality Monitoring: Analyze the audio quality of a call and address issues with choppiness, echo and phone connection delay.

Primary Benefits

  • Train Agents Effectively: It’s vital for call center agents to be ready for any situation, whether appeasing an annoyed and angry customer or converting callers into customers. Call monitoring software allows new hires and agents to listen in on client interactions from senior employees to understand how to deal with clients. Supervisors can monitor live calls to coach employees and teach them tricks to satisfy customers.
Call Monitoring Software Categories

Call Monitoring Software Benefits

  • Resolve Disputes: Supervisors and managers can listen to live calls or view them on a dashboard and "barge-in" to redirect the conversation.
  • Offers Flexibility: If the system is cloud-based, users can listen to or view calls from any location with a proper internet connection, making work more flexible and convenient.
  • Live Call Monitoring With Advanced Analytics: Review live phone calls on dashboards and ensure callers get consistent, accurate and positive experiences.
  • Live Coaching: Receive effective coaching and onboarding sessions. Supervisors can assist agents in real-time without disturbing callers, provide appropriate feedback and recommend improvements with the call quality scoring, barge and whisper features.
  • Easy and Affordable Solutions: Access call management features such as IVR, call queuing, call routing, and more to improve the team's performance at affordable rates.

Key Features & Functionality

Monitoring

Supervisors can listen in on calls without the caller or agent knowing.
Whispering

Managers can speak to agents without disturbing callers. They can train employees or direct interactions to the desired outcome during important calls.
Barging

Supervisors/managers can join calls and speak to all parties on the line.
Real-Time Dashboards

Track the team’s real-time call metrics and performance at a glance.
Custom Call Dispositions

Set up unlimited call outcomes or custom dispositions for quality monitoring metrics.
Call Quality Scoring

Score phone calls and attach feedback notes for agents to track performance over time.
Unlimited Call Recording

Call recording helps managers ensure compliance, evaluate interactions of past calls and provide training to new employees.

Software Comparison Strategy

It’s critical to analyze your company’s needs to clarify which features you want before searching for a call monitoring tool. Once you have an idea of what you are looking for, compare vendors. Before you decide, make sure you go through the checklist below to deliver the best tool to the team.

1. Create Objectives

Before implementing a call monitoring system, decide which KPIs you’ll measure, how you’ll evaluate the data, what to include on the scorecard, and how to make changes.

2. Provide Helpful Scripts

It’s imperative to set up sales representatives for success. You can do this by giving them the tools they need for success, such as well-evaluated, flexible scripts that can be tweaked depending on everyday issues, frequently asked questions and more.

3. Learn From Atypical Calls

Supervisors must focus on atypical calls going extraordinarily well, were very long, horribly bad, required various points of contact and closed abruptly. These calls can be crucial to training new or existing agents to improve their overall performance as agents can learn and understand what to say and avoid while speaking with customers.

4. Recalibrate Your Team and Metrics

Revisit your call recording measurements and methods to ensure success and eliminate inconsistencies in the scorecard grading. If there are any flaws in the process, revisit your process. There are many methods to track performance metrics: productivity tests, regular appraisals and 360-degree feedback as forms of measuring individual performance.

5. Stay Compliant

Although call monitoring and recording laws are different in every country, you should be aware of the following state and federal laws in the United States:

  • Federal Laws: Federal law requires single-party consent for call monitoring. This law also applies to any states lacking specific call monitoring or recording statutes.
  • State Laws: In some states, all parties must be aware and agree to call monitoring or recording beforehand. Generally, an automated recording plays beforehand, stating the conversation may be recorded or monitored for quality purposes.

Cost & Pricing Considerations

The cost of a call monitoring software can make or break your decision to buy it. While narrowing down your options, check for deployment cost, especially whether the provider offers implementation support. If not, pencil in the price of hiring an external IT support team to manage the software. Check for any add-ons you might need, data storage limits and the user capacity. Explore the pricing details on the provider's website or reach out to their support team for a detailed quote to determine if the software is a good fit.

The Most Popular Call Monitoring Software

It can be daunting to compare a wide range of options available for call monitoring software in the market. To help you choose the best option, we’ve listed the top three products most often meeting buyer requirements.

Aspect

Aspect is a contact center solution that supports live and automated conversations globally via email, SMS, voice and other channels while improving operational efficiency with advanced routing and dialing solutions. Agents deliver world-class services by connecting customers through customized and proactive service anticipating and communications needs. Prominent features include digital self-service, inbound and outbound voice support and an omnichannel agent.

Aspect

A preview of the dashboard.

Nextiva

Nextiva allows businesses to combine their contact center solutions with analytics, AI and VoIP phones on one platform to deliver a simplified and user-friendly customer experience. Agents can access this software from anywhere and use modules such as video chat, email and message to interact with customers and peers.

Nextiva

It comes with multiple options to connect with customer care agents.

Gong

This revenue intelligence solution helps businesses capture interactions between agents and customers across calls, web, emails and other communication mediums. Agents use a single, unfiltered view to understand pipeline health and reduce losses by identifying risks with the help of AI. Some major attributes of the platform include deal intelligence, people intelligence, integrations, field sales and market intelligence.

Gong

A preview of the closing deal dashboard.

 

 

Questions To Ask Yourself

Selecting a call monitoring software solution is a unique process. It’s imperative to understand your requirements and budget before taking a pick. These questions help you discover the right choice for your business.

  • Which features are most helpful to the company?
  • What are the company’s present and future priorities?
  • What is the budget?
  • What problems are my employees seeking to solve with the platform?
  • Are you overpaying for your chosen solution?
  • Can the new system integrate with current or future technologies?
  • Do you have IT resources for deployment?
  • Is the call monitoring software multichannel ready?
  • Do you weigh questions on the QA form?
  • Will the software be able to help you recognize positive results?
  • How many users can you add to the system?
  • How much IT time and effort will it take to set up?

Call Monitor Software Key Questions To Ask

Questions To Ask Vendors

About the Vendor

You must ensure you have a detailed conversation with vendors to understand whether they cater to your company’s requirements. Some of the questions to ask are:

  • What are the unique features of the product?
  • What deployment options are available?
  • Are there any extra costs associated with the package?
  • Are add-ons included with the subscription?
  • How much do additional updates and add-ons cost?
  • Is there any onboarding training?
  • How many years of experience do you have with this software?
  • Is support offered 24/7 or on specific days or times?
  • Do they assign individual agents or case managers? Or do they offer more standard support with several customer service representatives and a ticket system?
  • Does the vendor provide assurances/guarantees if the software malfunctions and costs the company sales?
  • How important is the customer experience? What do they do to improve it?

About the Software

It’s essential to know everything about a product to have a clear picture of its capabilities and estimate the progress it can make over time. You can ask these questions to the vendors to know the product better.

  • Which platforms does this software support?
  • How scalable is call monitoring software?
  • What features cost extra?
  • Is there training to support user adoption?
  • Is customization possible with the product?
  • How long does onboarding and implementation take?
  • Is there a guarantee of satisfaction?
  • Is the system transparent?
  • Does the tool help you meet compliance obligations?
  • Can I grant access to the system to external parties?

In Conclusion

Call monitoring software is an integral part of your call center system that helps optimize quality assurance, reduce escalated calls, manage remote access, train new and old employees and provide feedback. It allows you to create long-term and healthy relationships with customers and stay ahead of the competition through modern and robust tools and features. Choosing a provider can be overwhelming, which is why you must keep the most essential requirements in mind while comparing solutions. Also, research extensively before adopting any system to improve your organization’s call efficiency and workflows.

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Kriti
By Kriti Sahay
Technical Content Writer
Kriti Sahay is a Technical Content Writer at SelectHub, writing content for Help Desk and Call Center Software. Kriti is based out of New Delhi, India. When she's not handling Buyer's Guides and other informational articles, she can be found experimenting in her kitchen, street shopping, or painting!
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Dhanasri
Technical Research By Dhanasri Yasam
Senior Analyst
As a Senior Research Analyst, Dhanasri Yasam works in key categories like EHR, EMR, business intelligence and HR. In her role, she conducts primary research, collects and analyzes empirical data, and draws evidence-based conclusions. She also has extensive experience gathering requirements for client projects. Dhanasri holds a B-tech in Computer Science and Engineering from Dr. M.G.R. Educational and Research Institute, Chennai and an MBA in Finance and Marketing from Aurora's Business School, Hyderabad.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Hunter
Edited By Hunter Lowe
Content Editor
Hunter Lowe is a Content Editor, Writer and Market Analyst at SelectHub. His team covers categories that range from ERP and business intelligence to transportation and supply chain management. Hunter is an avid reader and Dungeons and Dragons addict who studied English and Creative Writing through college. In his free time, you'll likely find him devising new dungeons for his players to explore, checking out the latest video games, writing his next horror story or running around with his daughter.
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