Call monitoring software is a special software system used by companies to monitor and record incoming and outgoing telephone calls. Some provide built-in CRM and VoIP phone features, while others let managers listen in on calls in real-time to provide training and great customer experiences. Its application is widespread in all telecommunication industries.
When businesses need to manage and monitor a call for work, there are some very useful call-monitoring software packages that make this possible. The best call monitoring software is one that provides the features you need, with the price you want to pay. In this article we will compare some of the most popular tools available to help you find the software that is right for your business. We’ve done our best to dig deep, so we can help you pick the winners.
Top 9 Best Call Monitoring Software
- Five9 : Best end-to-end option for enterprises
- Nextiva : Perfect for remote teams and employes
- RingCentral : Most Robust Business Phone System With Call Monitoring Functionality
- Talkdesk : Best Call Monitoring Software for Large Teams
- Freskdesk : Best Call Monitoring Software for Ease of Use
- Zoho Desk : Best Low-cost Call Monitoring Software
- CloudTalk : Best for creating a customized contact center without having to hard code it
- Zendesk : Best for Service & Support Call Center Operations
- Twilio Flex : Best Overall Call Monitoring Software for Small Businesses
#1. Five9 (five9.com)
Pricing : Entry level $100 per seat (updated as of 08.13.2020)
Five9 is a cloud-based and on-demand call center software that helps you automate your entire business, of all sizes, and delivers an experience that enables agents to be effective, productive, and empowered to deliver results wherever they work, anytime and from any device—from getting leads in the door to closing sales. It’s call monitoring software that provides all the tools you need for experience management, customer service, sales, telemarketing, help desks, and order processing. With embedded business intelligence, Five9 helps you make informed decisions quickly and easily—so your agents succeed with every single contact. Five9 offers cloud-based software that delivers superior call handling, analytics and reporting, contact center optimization, and workforce management capabilities to help agents and supervisors deliver results anywhere.
Check out Five9’s innovative features and ask for a demo!
| PROS | CONS |
| Efficient and gets best results | Implementation takes a lot of work, reading, and capacitation with the Five9 team |
| Covers businesses of all sizes | Audio is unclear sometimes |
| Can make international calls, and paying it as a local price with your telecom provider/s | Calls get disconnected randomly at times |
| Multi-language | No free trial – no free version |
| Omnichannel, so multiples ways to communicate with your customer | – |
| Salesforce integration | – |
| Easy-to-use once you get past the learning curve | – |
#2. Nextiva (nextiva.com)
Pricing : 7-day free trial, price ranging between $11.95 and $57.95/user/month
Nextiva is an all-in-one cloud-based business phone app that allows you to talk and text your customers through multiple channels and devices they love to use, from anywhere at any time, while also helping you provide a better customer experience. Delivering more than just VoIP service, Nextiva offers intelligent phone solutions that help you find more leads, lower costs, and delight customers. Nextiva’s call monitoring software offers advanced analytics, call recording, video conferencing, and more at discounted prices. It not only powers businesses with a complete set of cloud communication services, but also empowers them to connect seamlessly and more economically with customers through an unlimited number of channels, including SMS, voice, chat, 3-way calling, and much more! With automated calls, real-time reporting, and advanced enterprise-class features, Nextiva provides the actionable insights businesses need to connect with customers while increasing sales. It’s a reliable and easy-to-use business phone app that still manages to keep costs down.
Get your business connected now at nextiva.com.
| PROS | CONS |
| 7-day free trial | Long onboarding process |
| Easy-to-use, and manage | No voicemail transcription |
| Secure, reliable, and affordable | Difficult to change call treesby yourself (but customer service does it happily and quickly for you) |
| Can add apps, such as sales and service productivity tools, at any time | Configuration is complex and easy to break |
| Great chat customer support | Sometimes, Conference calls drop |
| Large variety of business features | – |
| Provides the data that you needs to analyze your calls | – |
#3. Ring Central (ringcentral.com)
Pricing : Free trial available, price ranging between $14.99 and $49.99/user/month
RingCentral is a cloud-based business phone app that integrates texting, calling, faxing, video, and audio conferencing into a single platform. It’s the fastest way to message everyone—even those outside the office building—and allows your customers to reach you instantly via screen sharing or live video on your special designated number. You can easily make and receive calls, send and receive faxes, and hold video and audio meetings with RingCentral. Ring Central is ideal for any team looking to bring their business communications into the twenty-first century, thanks to its user-friendly interface and seamless collaboration capabilities. RingCentral’s call monitoring software allows you to communicate with your team, clients, and customers from any location and at any time. This means you can call or screen share from your computer, tablet, or mobile phone.
Integrate RingCentral’s business solutions quickly and easily to empower your employees and grow your business.
| PROS | CONS |
| Free trial available | Sometimes customer service can be lacking |
| Great video and audio quality | Dependence on the Internet connection |
| Smooth process to get logged in to the platform | Perpetual updates and verification |
| User-friendly, organized, and efficient | – |
| Remote access – work from home | – |
| Popular integrations, like microsoft365, google workspace, slack and more | – |
#4. TalkDesk (talkdesk.com)
Pricing : price ranging between $75 and $125/user/month
Talkdesk is the leading omni-channel cloud contact center and workforce management solution that unifies phone, email, live chat, and social media interactions. Talkdesk’s modern call monitoring software is simple to deploy, use, and manage, and it connects directly to hundreds of business CRMs. This means that, with one unified tool, you can pull in your leads, set up routing for team member collaboration, create personalized customer journeys, and make every agent your best agent. Talkdesk offers call center agents and business users the ability to manage inbound and outbound calls and messages, as well as automate critical features such as appointment setting and lead generation. With Talkdesk, you can provide your customers with the best possible service across all channels— Voice, SMS, Messaging apps—all from one powerful dashboard. Talkdesk delivers a powerful workforce management platform that automates routine work and enhances agent performance.
Request a demo today to learn more.
| PROS | CONS |
| Fairly easy to use – Agents learn to use it in a matter of moments | Some features can be customized by the end user and must be modified by support personnel |
| Offers significant amount of customization and robust functionality | Reporting functionality lacks of intuitivity |
| User experience quite intuitive | – |
| Integration with CRMs | – |
| Intuitive call interface | – |
| Full featured and well organized | – |
| Full ability to call anywhere | – |
#5. FreshDesk (freshdesk.com)
Pricing : free to get started, paid option ranging between $18 and $95/user/mo billed monthy (21-day free trial)
FreshDesk is an award-winning web-based customer support software that allows you to provide better support to your customers from multiple channels . It provides a 24 x 7 live chat and email ticketing system, allowing customers to contact them through multiple channels in a single view. Freshdesk’s easy-to-use and simple interface enables your team to create better relationships with your customers, empowering managers and agents.
FreshDesk enables your business to improve productivity, increase sales and delight customers by relieving you from having to engage in multiple customer support channels. You can manage your tickets, engage customers across multiple channels like email, web, mobile, and social media, or automate your workflows with the help of powerful integrations with 1000+ apps. Freshdesk is the easiest way to make customer engagement easy, whether you are starting from scratch or building on your current toolsets, including Zendesk, Salesforce, and Gmail.
Try it for free now!
| CONS | PROS |
| Free version availlable | Dashboard not customisable in the growth plan |
| Web-based software- no need to download | Does not allow to upgrade the plan for a defined set of agents |
| easy-to-use, intuitive and mobile-optimized interface | Service slows down when high demand |
| 1000+ apps integrated | Sometimes intermittent bugs |
| Effortless Omnichannel & great features | Lacks API customization |
| Multi-product/multi-brand/multi-websitesSuppor | Call flows lack flexibility |
| Multi-language & multi-time zone support | Poor ticket response time |
| Inbuilt Knowledge Base & Self Service Portal | – |
| Automations: Ticket routing, scenario automations, smart suggestions | – |
| Remote access | – |
| Barge on live calls | – |
#6. ZohoDesk (zoho.com/desk)
Pricing : Free with some limitations for 3 agents, paid option ranging between $15 and $39/agent/month with 15-day free trial
Zoho Desk is an omnichannel customer service software that helps you prioritize your customers’ needs and proactively engage with them. It is a CRM ticketing system that provides complete customer context and a single platform for support. Zoho Desk supports a wide range of business models and features like email, phone, chat, Twitter, Facebook, and more. Use Zoho Desk to manage multiple support channels, including help desk, live chat, social media, phone calls, and emails, from one web dashboard. The software allows you to make smarter business decisions with real data. It includes all the features you need to improve customer support, grow sales, and save time. Zoho Desk allows you to decrease in-person customer requests and reduce your phone calls. The best part? It all comes free with a 15-day free trial.
Connect with your customers where they’re at, and get them the help they need!
| PROS | CONS |
| Free forever for 3 agents | Lacks live call monitoring and assistance |
| Omnichannel and great features | Difficult setup process |
| Simple & intuitive interface | Doesn’t offer extensive integrations |
| Powerful ticketing system | – |
| Integrates smoothly with Zoho CRM | – |
| Easy-to-use user interface | – |
#6. CloudTalk
Pricing : price ranging between $25 and $50/user/month with 14-day free trial
CloudTalk is a cloud-based call center software intended for medium-to-large organizations, helping them drive growth. You can quickly turbo charge your support staff with all the features they need and use them to increase customer loyalty, upsell or cross sell, and gain valuable feedback. With a CloudTalk account, you can quickly grow your business with no complex and expensive IT setup, even if you work from home. With 50+ advanced features, CloudTalk’s call monitoring software instantly captures all pertinent client information in one place and delivers exceptional customer support on the web, desktop, or mobile device. You don’t need to purchase costly hardware or hire IT administrators. Simply connect your computer or mobile phone to the internet and you are good to go. It delivers exceptional phone support with a comprehensive range of features designed to improve customer service. Whether you employ several busy agents or handle phone calls rarely, CloudTalk will fully adapt to your needs and size of business. CloudTalk is intuitive, easy to use, easily accessible from any device, supports dozens of cutting-edge features, can be set up in minutes and can be fully customised for your needs.
CloudTalk allows you to integrate with your go to services for CRM, e-commerce, and helpdesk services such as Helpscout, Pipedrive, Shopify, Intercom, Google Contacts, SalesForce, Freshdesk, and many others with just a few clicks, so you can seamlessly connect with the other tools in your organization to improve productivity and efficiency.
Get all the customer insight you need with cloudTalk’s full feature set and affordable pricing.
| PROS | CONS |
| 14-day free trial available for all plans | Lack of native omnichannel support |
| Simple and easy to use interface | Confusing admin dashboard |
| Comprehensive set of features | Basic mobile app |
| Fully customization | – |
| Access them from multiple devices | – |
| Very modern cloud phone system | – |
#8. Zendesk (zendesk.com)
Pricing : Free trial available, price ranging between $19 and $99 per agent/month billed annually
Zendesk is the leading customer service software for companies of all sizes that supports customers in any channel and on any device. With Zendesk, you can deliver an exceptional customer experience across phones, email and social media. It is the first on-demand customer service software that doesn’t require installation or on-site support. Enjoy 24/7 live support for your customers with our online knowledge base and ticket management. With an intuitive dashboard, this solution is designed to help you manage all aspects of customer service. With a fully customizable ticketing system, you can create workflows for all of your departments. Zendesk also has live call monitoring, so you’re able to listen in, whisper in an agent’s ear, and barge in as necessary.
Zendesk is a shared inbox that gives you the ability to collaborate privately with teammates as you work on how to help resolve tickets.
Looking for better customer service software? Zendesk offers a full suite of products that businesses use to communicate with their customers. Start your free trial today—you’ve got nothing to lose!
| PROS | CONS |
| Free trial available | No free plan |
| Fully customizable ticket system | Expensive subscriptions |
| Great multichannel support | Unreliable technical support |
| Robust call monitoring features | – |
9. Twilio Flex
Pricing : Free: 5,000 active hours to use Twilio Flex for agents, supervisors, and admin ; pricing: $1 per active user hour ; pricing: $150 per active user month
Twilio Flex is a cloud contact center solution for automating and scaling phone calls, voice mail, and text messages. It is an intuitive and easy-to-navigate platform that offers over 500 integrations to choose from. With Twilio Flex, you can make and receive inbound calls, record your calls, listen in on live calls, get data analytics from your talk time, monitor and analyze your agents’ performance, and more. Combining powerful APIs, per-hour pricing, and call monitoring features, Twilio Flex is a powerful solution and easy choice for small businesses looking to work globally with a flexible workforce.
No matter where they’re located in the world, if you implement the Twilio SMS API, you can integrate automated text messages into your customer service operations. With hourly rates and per-user pricing, Twilio Flex offers a real-time call recording, screen sharing, live language translation, and more to help you provide your customer service at the highest quality.
Start your free-trial today.
| PROS | CONS |
| Free for 5000 active hours to use | Customer support could be more responsive |
| Scalable APIs | Minor bugs cause occasional glitches and crashes |
| Flexible pricing subscriptions | Difficult to setup |
| Live call and conversation monitoring as well as shared inboxes | Lacks out-of-the-box features like extensive code samples and templates |
| Extensive integrations let you connect with popular CRM platforms and payment processors | Paid customer support |
| Omnichannel capabilities | Expensive |
FAQ
What Is Call Center Monitoring Software?
Call monitoring software is a special software system used by companies to monitor and record incoming and outgoing telephone calls.
What are the Common Functionalities of Call Monitoring Software ?
All call monitoring software comes with essential common functionalities. You can monitor inbound and outbound calls and missed calls. Also, to view the entire history of calls, you will be able to record all calls. The primary functions you need from monitoring software are the ability to: listen in on phone calls; monitor the location of mobile phones; view SMS Messages and Instant Messages; GPS Tracking; Record Phone Conversations and much.
What are the 5 most Important Call Center Monitoring Software Features ?
When you’re evaluating call center monitoring software, it’s important to think about the features that are most important to your business. Here are some examples of the most important call center monitoring software features:
- Customizable Call Reports: Call center managers need a way to evaluate call center metrics. An advanced reporting tool can help you identify common issues that customers call about. It can also help you measure agent efficiency and highlight potential training opportunities.
- Real Time Monitoring of Agents: Provides real time monitoring of your agents. This could occur multiple times per day and allow you to take immediate action if needed.
- Automatic Call Recording and Speech Analytics: Call recording involves capturing customer phone numbers, audio and screen activity associated with inbound and outbound calls. Speech analytics technology helps analyze the speech data of recorded and ongoing calls for specific information and patterns.
- Agent’s Productivity Management: Call center software should have productivity management features. This means you can monitor your teams’ productivity and identify areas for improvement. It also allows you to reward high-performing call center agents
- CRM Integration for Customer Context: Integrations with CRM tools can help you give your support staff more context for each individual customer’s call.
What are the benefits of Call Monitoring Software ?
Call monitoring software allows you to listen in on incoming and outgoing calls as well as record all of your calls. It has many benefits, as it provides a snapshot of what is going on inside the business by catching employees doing things they shouldn’t do or saying things that shouldn’t be said. Call monitoring software saves the time and money of both the managers and the employees and help companies in maintaining quality customer relations