Best Call Monitoring Software
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PRODUCTS
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BUYER'S GUIDE
Buyer's Guide
By Anjali Gupta, Market Analyst at SelectHub
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 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.
- Auto Attendant Systems
- Automatic Call Distribution
- Business Phone Service Providers
- Business Phone
- Call Center Scripting
- Call Center
- Call Tracking
- Cloud PBX
- Computer Telephony Integration
- Conference Call Services
- Conference Calling
- IVR Systems
- PBX Phone
- Predictive Dialer
- SIP Trunk Providers
- Small Business Phone
- UCAAS Providers
- Video Conferencing
- VoIP Phone Systems
- VoIP Softphones
- 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.
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.
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.
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?
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.
Products found for Call Monitoring Software
Aspect
Aspect is a contact management solution that supports global inbound and outbound communications across voice, email, SMS and other methods. It improves operational efficiency, ensures compliance and delivers satisfactory customer experiences. Other offerings include inbound and outbound voice support, omnichannel agent, digital self-service and more.
Nextiva
Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.
Five9
Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance. Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
Gong
Gong is a revenue intelligence solution that helps capture customer interactions across web, calls, emails and other communication methods. It facilitates better decision-making for revenue strategy by offering real-time insights and analytics based on sales conversions. Its other major attributes include deal intelligence, integrations, people intelligence, field sales and market intelligence.
Avaya
Avaya is a cloud-based business communication solution to digitize business interactions and enable better team collaboration. Users can access it across channels on the go and ensure an improved customer experience. It offers unified communications, anticipates inquiries and enables self-service to answer frequent questions. Its other major offerings include omnichannel connectivity with a single desktop, meetings and conferencing, AI support and more.
Tenfold
Tenfold improves customer interactions for contact centers by providing sales reps with real-time data in a centralized location. This improvement increases conversion rates and streamlines workflows. It offers seamless integration with CRM and other technology, manages agent status and availability and provides natural language processing.
TalkDesk
Talkdesk is an AI and cloud-based call center software that helps businesses build stronger customer relationships. Empower agents with a 360-degree customer view, more personalized conversations and improved conversion and first-contact resolution rates. Its capabilities include integration with over 20 business tools such as Zendesk, Salseforce, Desk.com, Slack and more. Other capabilities include automated workflows, skill-based routing and live reporting.
CXone
CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.
Amazon Connect
Amazon Connect is a cloud contact center platform that offers customer service over voice, tasks and chat at a comparatively lower cost. The product uses the Amazon Simple Storage Service (Amazon S3) to record and store exported reports and conversations. From there, it creates default buckets for storage requirements. Its self-service graphical interface helps non-technical users to manage agents, design contact flows and track performance metrics easily without specialized skills. Sales representatives build natural language contact flows with the Amazon Lex with a natural language understanding (NLU) and automatic speech recognition (ASR) technology powering Amazon Alexa.
Aircall
Aircall is a cloud-based professional phone system that streamlines customer support and sales engagement. It integrates with CRM and helpdesks. It offers a power dialer, call routing, ring groups, call queuing and live feeds. The software is best suited for modern small and medium-sized businesses, especially those that have call centers.e dashboard to control team activity, coach agents and listen to live calls. Create inbound and outbound call centers. It can integrate with Zendesk, Salesforce and Hubspot.
PhoneBurner
PhoneBurner is a sales dialer solution that helps improve profitability with enhanced outreach through calls, live connections, closed deals and appointments. Its customizability allows users to reach customers right after deployment and include new users with minimal extra setup. It reduces VoIP related audio issues and simplifies the remote sales process. It also offers workflow automation, lead distribution, remote dialing, collaborative onboarding and more.
Qualfon
Qualfon provides comprehensive contact center, BPO (business process outsourcing) and back-office processing solutions. Its offerings include customer service, integrated marketing, big data analytics and back-office processing. It provides outsourcing services through offices in India, Philippines, United States, Mexico, Guyana and other areasQualfon supports multi-channel customer service through phone, email, live chat, text and social media. Integrated marketing and campaign management tools are geared towards optimizing campaigns and improving lead generation. Advanced data mining, customer segmentation, data analytics and predictive modeling tools help forecast customer behavior to provide superior customer experiences.
CallTools
CallTools, a cloud-based contact center solution, helps increase conversion rates and sales revenue by delivering satisfactory customer interactions. Users can monitor teams on the fly, connect with customers and access real-time analytics based on call records. Its main offerings are CallTools Predictive and CallTools Preview, each with its own set of attributes.
Sharpen
Sharpen is a cloud-based contact center platform allowing agents to interact with customers more efficiently and deliver better user experiences. The resources ensure agents are effectively trained and well-prepared to handle customer interactions. Other offerings include platform architecture, inbound routing, reporting and analytics, remote work support and more. .
ReadyMode
ReadyMode (formerly branded as Xencall) is a browser-based contact center solution with a predictive dialer for CRM and VoIP. It enables users to close more deals and maximize sales. Built-in CRM and third-party integrations as well as analytical performance reports help automate and streamline administrative tasks, improving productivity. Its other major offerings include conference calling, custom agent statuses, do-not-call lists, firewall security and more.
Salesforce Service Cloud
Salesforce Service Cloud offers omnichannel customer support ranging from emails and live chat to voice complaints. It automates procedures and keeps a check on the budget for customer support. With a 360-degree view of customers, it helps improve efficiency. Integrations with MailChimp, Dropbox, GetFeedback and others are available. Its other offerings include drag-and-drop customization of workflows, creation of a public Q A, chatbots and more.
Plivo
Plivo is a cloud-based communication platform to digitize and modernize business communications. It allows users to automatically interact using text messages in over 190 countries. It’s possible to manage communication workflows visually using PHLO. Other attributes include number lookup, call tracking, appointment reminders, SMS reminders, call forwarding and more.
VanillaSoft
VanillaSoft is a cloud-based sales engagement solution that helps businesses improve their sales processes and increase revenue-per-rep by securing more leads, driving higher interaction rates and utilizing sales cadence automation to close deals faster. Combining features for lead management, telemarketing and contact management, it streamlines sales operations to manage, route, market and sell efficiently.
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.
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.
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.
UJET
UJET is a cloud-based, AI-powered platform that consolidates and optimizes customer support for sales and marketing. Its major offerings include predictive, contextual communications routing, a conversational AI-based virtual agent, specialized bots and smooth integrations with CRM, WFM and QM.
VICIdial
VICIdial is an open-source, cloud-based contact center solution that consolidates phone calls, emails and web chats. It allows agents to perform inbound and outbound actions, while skill-based routing helps assign customer calls, emails and messages to the most suitable agents. Other functions include lead previews, call recording, automated forwarding for dropped calls and more.
CallRevu
CallRevu is a unique software system that ranks 25 among all Call Monitoring Software according to our research analysts and 2 crowd-sourced reviews from 2 sources. Starting from $99, CallRevu is priced lower than average, commonly offers a free trial and is most advisable for small-to-mid-sized companies. CallRevu can be deployed online.
Genesys Cloud
Genesys Cloud is a consolidated, cloud-based contact center solution. It allows employees to field inbound and outbound communications, predict potential customer issues and collaborate efficiently using chat, voice, video and search functions.
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.
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.
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.
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.
Callcap
Callcap is a rising software platform 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 low cost, offers a free trial on occasion and is most suitable for companies large and small. Callcap can be deployed online and on-premise and is accessible from a limited set of platforms including Windows devices.
Cisco Contact Center
Cisco is a call center solution offering 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. Moreover, it combines IP telephony with automatic call distributor (ACD) functionality to rapidly deploy a distributed call center infrastructure. Its flexible cloud architecture offers integration and customization along with user experience management.
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.
Bright Pattern
Bright Pattern is a cloud-based omnichannel solution that offers a wide range of features to improve customer experiences. It allows effortless switching between multiple channels, like text, email, social media, video and web chat, with minimal downtime. Its major offerings include interactive voice response, bots and AI support, a predictive dialer and CRM.
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.
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.
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