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Call Monitoring Software
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Avaya OneCloud UCaaS
Avaya OneCloud UCaaS
Avaya OneCloud UCaaS (formerly (formerly Avaya Aura Contact Center)) is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized int...Read more
8x8 Contact Center
8x8 Contact Center
Virtual Contact Center by 8x8 is a cloud-based call center solution for small to midsized businesses. In addition to call center functionality, this solution also supports other interaction mediums such as voicemail, email, web ca...Read more
AireContact
AireContact
AireContact is a web-based inbound, outbound, and blended call center solution for small and mid-sized businesses. It's a fit for companies in almost any industry....Read more
ChaseData CCaaS
ChaseData CCaaS
ChaseData CCaaS offers cloud-based, standalone call center functionality with customer service and support built into the solution. It’s designed for outbound, inbound and blended call center teams. Dialing capabilities inclu...Read more
Nextiva Call Center
Nextiva Call Center
Nextiva offers a robust call center solution for business large and small. Nextiva Call Center allows companies to deploy a contact center in the cloud for inbound and outbound calling campaigns. Smaller organizations can now acce...Read more
VanillaSoft
VanillaSoft
VanillaSoft is a sales and marketing automation tool that also includes features for telemarketing. This makes it an ideal fit for those who specialize in inside sales. It can be accessed from anywhere because it's web-based. ...Read more
bxp software
bxp software
bxp software is a web-based, modular customer management solution that offers applications for customer service, call center, and help desk, among others. Developed for simple and multi-channel users....Read more
crmConnect
crmConnect
crmConnect is a cloud-based customer relationship management platform suite that includes tools to manage sales automation, field service, customer support, social CRM, call center and channel management. With crmConnect, c...Read more
Software pricing tips
Read our Call Monitoring Software Buyers GuideSubscription models
- Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
- Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.
Perpetual license
- This involves paying an upfront sum for the license to own the software and use it indefinitely.
- This is the more traditional model and is most common with on-premise applications and with larger businesses.
Rated best value for money
PIMS Dialer
PIMS Dialer
The PIMS Dialer is flexible, scalable, and secure. It’s a cloud-based application, and the servers are housed in a state-of-the-art facility that’s operated around the clock, delivering extremely reliable uptime. Companies can cus...Read more
MiContact Center
MiContact Center
Mitel MiContact Center is a hybrid contact center solution that caters to businesses across various industries such as hospitality, healthcare, government, education and service providers. The solution can be accessed via web brow...Read more
Connect First
Connect First
Connect First is a cloud-based contact center solution, which provides users various applications such as multi-channel contact management, automated call distribution (ACD), interactive voice response (IVR), computer telephony in...Read more
Huawei eSpace Contact Center
Huawei eSpace Contact Center
Huawei eSpace is a unified communications (UC) solution that can support up to 50,000 users at multiple sites, and offers UC features and secure virtual private network (VPN) connections on mobile devices....Read more
Genesys Cloud CX
Genesys Cloud CX
Genesys Cloud CX creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use...Read more
Vonage Contact Center
Vonage Contact Center
NewVoiceMedia’s tight integration with Salesforce is reflected in its AppExchange 5-star rating and the large number of positive reviews. The solution is designed to work in tandem with Salesforce capabilities and data to deliver ...Read more
CallPro CRM
CallPro CRM
CallPro CRM is a cloud-based sales and marketing solution that comprises email marketing, customer relationship management, lead profiling, website tracking, and outbound calling functionalities. It has the ability to build campai...Read more
TrackMyLeads
TrackMyLeads
TrackMyLeads is a cloud-based call tracking and intake management solution. Key features include lead management, internal messaging, call tracking and recording, advertising campaign statistics, and reporting and analytics. ...Read more
Popular Call Monitoring Software Comparisons
Buyers Guide
Last Updated: March 11, 2022For many companies, phone conversations with clients are critical to their success. Naturally, they need a way to ensure that each call leaves the customer satisfied.
When managers are able to listen in on calls made by employees, as well as influence those calls through coaching or chatting with the customer themselves, they increase the effectiveness of the agent.
This buyer’s guide is intended to explain the functionality of call monitoring software, its benefits and how to differentiate it from other systems. We’ll cover:
(Click on a link below to jump to that section.)
What Is Call Center Monitoring Software?
Common Functionality of Call Monitoring Software
Differentiating Call Monitoring, Quality Monitoring and Call Quality Monitoring
Benefits of Call Monitoring Software
What Type of Buyer Are You?
What Is Call Center Monitoring Software?
Call center monitoring software includes functionality used by call center supervisors to ensure employees are performing as expected and customers are having a useful and pleasant experience.
Call monitoring functionality is typically included within call center software platforms.
Common Functionality of Call Monitoring Software
Call monitoring functionality offers a few different ways call center supervisors can check on and influence agents. These include:
| Monitoring | Call monitoring simply allows supervisors to listen in on calls without the agent or caller knowing. |
| Whispering | Whispering allows supervisors to speak to agents without the caller knowing. This is useful when supervisors are training new agents or need to coach agents during an important call. |
| Barging | Barging allows supervisors to join the calls they monitor and speak to all parties on the line. |
The features above are so core to call monitoring solutions, in fact, that many users refer to the products as "monitor-whisper-barge software."
Differentiating Call Monitoring, Quality Monitoring and Call Quality Monitoring
If you manage a call center and are looking for a solution to monitor, whisper and barge on calls, you may find some confusing results when searching online.
The problem is that the term "call monitoring" can sometimes refer to other types of systems and applications. Here are the types of systems that may show up during your search and how they are different:
- Call monitoring refers to the functionality explained above: monitoring, whispering and barging on calls.
- Quality monitoring* refers to software that helps measure the performance of agents, on criteria such as accuracy, professionalism and effectiveness, and quantitative key performance indicators (KPIs). Some of these systems employ speech analytics to determine what is being said and the overall tone of the call.
- Call quality monitoring* refers to software that analyzes the actual audio quality of a phone call. This helps companies address issues with echo, choppiness and delay on a phone connection.
*These are typically full systems or modules, instead of features within a larger system.
Unfortunately, marketing tactics have caused these terms to be used interchangeably. Be sure to check the features offered with each solution to determine which product you truly need.
Benefits of Call Monitoring Software
The ability to view calls on a dashboard and interact with them in real time is beneficial in a few key ways:
- Train new agents effectively. Call centers need their employees to be ready for any situation, whether it’s with an angry customer or a potential client. With call monitoring software, new hires can listen in on calls made by senior employees, and supervisors can listen in and coach employees during their first week on the job or during important calls.
A live call list in Talkdesk, with the ability to monitor calls
- Resolve disputes quickly. Managers and supervisors can view live calls on a dashboard and also “barge in” on calls to redirect the conversation toward a desired outcome for the customer.
- Cloud-based call monitoring offers flexibility. With a cloud-based deployment, users can view and listen to calls from any location with an internet connection, adding flexibility and convenience to work.
What Type of Buyer Are You?
Call monitoring software applications are useful for many types of call center or customer service organizations, such as:
- A company needing a phone system can use a business VoIP system, which allows for internal and external calls, voicemail, caller ID and more. If your company doesn’t make frequent sales or customer assistance calls, a call monitoring application may not be necessary.
- Customer service departments are on the phone frequently, and these interactions must flow toward a satisfactory result for the client. Using call monitoring, supervisors can listen in on calls and step in to address a customer’s problem if necessary.
- Sales departments also need to make several phone calls a day to talk with prospects and close transactions. Sometimes, sales managers need to coach new employees without the potential client hearing, and call whispering can assist with this.