Updated 3 Mar 2023, Published 3 Feb 2020
A call monitoring software is a computer program that aids in assessing a call representative’s service interaction with a customer. Quality Assurance (QA) analysts and call center managers can use this tool to evaluate the quality of calls, find areas for improvement, and set appropriate interventions. Utilizing call center monitoring software helps support work processes seamlessly, improve agent performance, comply with call center policies, and deliver quality service to clients.
Free version: Available for teams of up to 10
Pricing: Premium plan $19/month (with free 30-day trial period)
Platforms supported: Available on mobile app (iOS and Android) or a web-based software
Why Use SafetyCulture?
SafetyCulture is a leading operations platform for standardizing call monitoring processes. As a call monitoring software, it provides QA analysts with digital checklists to verify the quality of calls and follow standard protocols. Gauge agent performance with scoring metrics to deliver specific, actionable feedback. Complement a holistic evaluation with personalized call agent training plans using EdApp by SafetyCulture.
Why Use Talkdesk?
Talkdesk is a call quality monitoring software that enables sales and service teams to engage with their customers. This cloud-based platform features powerful agent, intelligence, and routing features for tailoring connections with clients. Improve call center processes and satisfy customer demands better using this software.
Free version: None
Pricing: CX Cloud Essentials Plan starts at $75 per user per month
Platforms supported: Available as a web-based software and as a mobile app
Why Use Aircall?
Aircall offers flexible cloud-based solutions for managing call center operations. It streamlines the monitoring process for sales and support teams using interactive voice response (IVR) features, call recordings, and flexible call distribution mechanisms. Managers can use this call monitoring software to track agent performance through its analytics function.
Pricing: Essentials Plan starts at $30 per user (with a 7-day free trial)
Why Use CloudTalk?
CloudTalk is a call monitoring software for midsize businesses. It utilizes virtual call systems to facilitate communications between teams and customers. With its smart, simple IVR setup, companies can manage calls, obtain interaction history, and provide tailored customer support.
Pricing: Starter Plan begins at €25 (~$26.61) per user per month, billed annually (with a 14-day free trial for all paid plans except Custom))
Why Use Zoho Desk?
Zoho Desk is a cloud-based solution for simplifying call monitoring workflows. It tracks and organizes customer interactions across different media for easy access. This call monitoring software allows managers to automatically assign tickets, escalate issues, and notify call agents about call center rules. Agents can also customize their tabs and email templates to deliver personalized service to their clients.
Free version: Available
Pricing: Standard Plan starts at $14 per agent per month, billed annually (with a 15-day free trial for all paid plans))
Why Use Genesys Cloud CX?
Genesys Cloud CX is a comprehensive call monitoring software for handling various channels—from voice and chat to email and text. It promises a unified communication system for a smooth-sailing customer journey. Businesses can also benefit from the insights provided in live dashboards. This platform comes with weekly upgrades to enhance its services.
Pricing: Genesys Cloud CX 1 Plan starts at $75 per month
Why Use Playvox?
Playvox offers all-inclusive, intelligent solutions for optimizing call representatives. It equips agents, QA analysts, and team managers with tools to automate quality management tasks and monitor individual performance. Using this call monitoring software simplifies customer service operations so teams can focus on providing value to their clients.
Pricing: Depending on the organization's needs (with a 15-day free trial)
Platforms supported: Available as a web-based software
Why Use Dialpad?
Dialpad is a cloud-based call center agent monitoring software that helps support teams efficiently boost their operations. This platform provides them access to customer insights in real-time, so they can devise strategies to train agents and improve customer service. With Dialpad’s quick and easy-to-use interface, agents can focus on providing a great customer experience.
Pricing: Depending on the organization's needs (free trial available upon request)
Why Use Kixie PowerCall?
Kixie PowerCall provides IVR tools to enhance the performance of sales teams. It allows them to receive calls remotely on their mobile device, re-route calls to appropriate agents, and manage extensions. This cloud-based call monitoring software comes with sales leaderboards for tracking agent performance and Customer Relationship Management (CRM) tools for handling customer requests.
Pricing: Integrated Plan starts at $35 per user per month, billed quarterly, at least three users (with a 7-day free trial for all paid plans)
Why Use Nextiva?
Nextiva streamlines client and internal communications through cloud-based call center tools. As a call center monitoring software, it tracks calls from multiple phones, arranges call routes to designated agents, and reports agent disposition during calls. It also facilitates real-time coaching through its “barge in” feature. Enjoy professional-grade call center functionalities with Nextiva Call Center.
Pricing: Call Center Pro Plan starts at $50 per user per month
Conversations with customers are critical to business success. Each response—may it through chat, email, or phone call—must leave clients satisfied. Simply listening in to calls won’t work if standards are inconsistently applied. This problem calls for a need to standardize call monitoring systems with a dedicated software program.
Using a call monitoring software helps QA analysts identify the skillsets a call representative must work on. By having specific targets and pointers, they can train agents more effectively. With proper training, agents can improve their call quality and become more effective in resolving client issues.
On a larger scale, call center monitoring software aids in fostering a culture of high-quality performance and ensuring customer satisfaction.
Smooth and undisrupted call center operations begin with the right software. After all, it will aid you in implementing new systems to improve call quality. Given the different types of call monitoring systems and call quality monitoring tools, it’s essential to find one that caters to your business needs.
Here are six features you need to look for when deciding on a call monitoring software.
Leizel Estrellas is a content writer and researcher for SafetyCulture. Her academic and professional training as a researcher allows her to write meaningful articles that create a lasting impact. As a content specialist, she strives to promote a culture of safety in the workplace through accessible and reader-friendly content. With her high-quality work, she is keen on helping businesses across industries identify issues and opportunities to improve every day.