# Best Call Monitoring Software - 2026 Reviews & Pricing

> Find the best Call Monitoring Software for your organization. Compare top Call Monitoring Software systems with customer reviews, pricing, and free demos.

Source: https://www.softwareadvice.com/call-center/monitoring-comparison

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Call Monitoring Software

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# Best Call Monitoring Software of 2026

Updated June 28, 2026

On this page

1.  Popular Comparisons
2.  Buyers Guide

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165 results

### Compare Products

Showing 1 - 25 of 165 products

#### Company Size

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-   2-10
    
-   11-50
    
-   51-200
    
-   201-500
    
-   501-1000
    
-   1000+
    

#### Pricing Options

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**Recommendations**: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals.  
  
**Reviews**: Sorts listings by the number of user reviews we have published, greatest to least.  
  
**Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest.  
  
**Alphabetically (A-Z)**: Sorts listings by product name from A to Z.

[Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/)

4.41

[(4081)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/)

Best for:Enterprise businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large. Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images. Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.... [Read more](https://www.softwareadvice.com/product/26892-Zendesk/)

### What users love

-   Centralized multichannel support experience
-   Robust and flexible ticketing system
-   Intuitive and user-friendly interface

### To take in mind

-   Escalating costs and restrictive tiers
-   Email handling and notification issues
-   Limited and complex reporting tools

### Best rated features:

Predictive Dialer

5.0

Batch Communications

5.0

Tagging

5.0

Online Forums

5.0

### Worst rated features:

Widgets

2.7

Account Alerts

3.0

Interactive Content

3.0

[See all features](https://www.softwareadvice.com/product/26892-Zendesk/#key-features)

### Suite Team

$55.00/month

### Suite Growth

$89.00/month

### Suite Professional

$115.00/month

[See full pricing details](https://www.softwareadvice.com/product/26892-Zendesk/#pricing-and-plans)

[Dialpad](https://www.softwareadvice.com/voip/dialpad-profile/)

4.18

[(568)](https://www.softwareadvice.com/voip/dialpad-profile/reviews/)

Best for:Ease of use

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Dialpad is an AI-enabled customer communications platform that includes a phone system, video conferencing, cloud contact center and virtual contact center. The platform is designed for businesses of all sizes and industries such as retail, insurance, technology and professional services. Dialpad's AI capabilities provide notetaking, insights, and productivity features. The platform integrates with various business applications, such as G Suite, Office 365, Salesforce, Zendesk, Okta and others to create a seamless user experience. Additionally, it is built with enterprise-grade security and privacy features to ensure data protection and compliance. Dialpad's comprehensive customer communications platform streamlines operations, enhances productivity and delivers a seamless customer experience. The platform includes three interconnected products: Dialpad Connect for phone calls, Dialpad Support for managing contact centers and Dialpad Sell, an automated sales dialer. Dialpad integrates voice, messaging, video and meetings into one platform accessible from any device with internet access. Additionally, it features a cloud telephony technology, such as WebRTC and the Opus codec, to provide VoIP call clarity.... [Read more](https://www.softwareadvice.com/voip/dialpad-profile/)

### What users love

-   Flexible business phone solution
-   Intuitive and accessible design
-   Unified device connectivity options

### To take in mind

-   Reliability and call handling issues
-   Slow and unresponsive assistance
-   Hidden fees and unclear costs

### Best rated features:

Call Conferencing

5.0

Manual Dialer

5.0

Call Queues

5.0

Recording

5.0

### Worst rated features:

Call Scheduling

1.0

AI/Machine Learning

1.0

Third-Party Integrations

1.0

[See all features](https://www.softwareadvice.com/voip/dialpad-profile/#key-features)

### Standard

$27.00/month

For businesses with upto 10 users

### Pro

$35.00/month

For SMEs with upto 11-99 users

### Enterprise

Custom

Pricing available upon request

For enterprises with 100+ users

[See full pricing details](https://www.softwareadvice.com/voip/dialpad-profile/#pricing-and-plans)

[Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/)

4.46

[(825)](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/)

Best for:Mid-size businesses

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service teams, including contact centers, field service operations, HR departments, and IT service teams. The platform focuses on enhancing customer interactions. Key features include omni-channel support, centralized case management, and AI capabilities that automate routine tasks, allowing service representatives to address more complex issues. It integrates digital channels, connects phone systems with CRM data, and offers self-service portals for around-the-clock customer support. The platform also includes a centralized knowledge management system, providing access to a digital library for both agents and customers. Service Cloud provides analytics and data insights to help service leaders make informed decisions. Field service tools support workforce productivity by streamlining operations. The platform's unified structure ensures customer information is connected, enabling consistent support experiences.... [Read more](https://www.softwareadvice.com/crm/service-cloud-profile/)

### What users love

-   Centralized and efficient support
-   Flexible integration capabilities
-   Comprehensive sales tracking tools

### To take in mind

-   Outdated and complex interface
-   Steep learning curve for users
-   Expensive for small businesses

### Best rated features:

File Sharing

5.0

Proactive Chat

5.0

Inventory Management

5.0

Issue Tracking

5.0

### Worst rated features:

Inspection Management

2.0

AI Copilot

2.0

[See all features](https://www.softwareadvice.com/crm/service-cloud-profile/#key-features)

### Free Suite

Custom

Pricing available upon request

Upto 2 users

### Starter Suite

$25.00/month

### Pro Suite

$100.00/month

[See full pricing details](https://www.softwareadvice.com/crm/service-cloud-profile/#pricing-and-plans)

[DialedIn CCaaS](https://www.softwareadvice.com/call-center/chasedata-profile/)

4.81

[(325)](https://www.softwareadvice.com/call-center/chasedata-profile/reviews/)

Best for:Small businesses

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

DialedIn is a cloud-based Contact Center as a Service (CCaaS) solution designed to optimize outbound, inbound, and blended call center operations for businesses of every size and in every industry. Developed with customer feedback at its core, DialedIn is more than just a call center software—it's a comprehensive solution that evolves with your business. With fast deployment, automatic upgrades, and exceptional customer support, DialedIn helps users stay ahead in a competitive landscape. Tailored for teams of all sizes, DialedIn offers businesses with advanced dialing capabilities, including auto, predictive, preview, and progressive dialing, ensuring that every call is handled efficiently. DialedIn CCaaS offers a range of key features designed to enhance operational efficiency and user satisfaction. Fast & Easy Deployment ensures that users are up and running in minutes, not days, minimizing downtime. The Ease of Use is highlighted by an intuitive interface that requires minimal training, allowing teams to focus on what matters most—delivering exceptional customer service. Smart Call Routing automatically directs calls based on language preference, skill set, and other customizable rules, enhancing customer experience and agent productivity. Additionally, Zero-Coding Integrations allow for seamless integration with top CRMs and APIs, eliminating the need for complex coding and streamlining workflows. DialedIn CCaaS provides Real-Time Analytics & Reporting, offering instant insights with customizable dashboards and reporting tools that help track performance and optimize campaigns on the fly. Security & Compliance are ensured with robust security settings that allow managers to monitor campaigns closely, ensuring compliance and data integrity. Digital call records are securely stored for up to three months, available for review whenever needed. Additionally, the platform scales from small businesses to enterprise-level operations, whether deployed on-premises or via the cloud, growing alongside users' needs. Customer Support is provided by an in-house, US-based technical support team.... [Read more](https://www.softwareadvice.com/call-center/chasedata-profile/)

### Best rated features:

Data Management

5.0

Call List Management

5.0

Automated Routing

5.0

List Management

5.0

[See all features](https://www.softwareadvice.com/call-center/chasedata-profile/#key-features)

[CallTools](https://www.softwareadvice.com/call-center/calltools-profile/)

4.83

[(156)](https://www.softwareadvice.com/call-center/calltools-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

CallTools offers an advanced predictive dialer and inbound call center management solution that streamlines and optimizes call center operations. With list management tools that include list scrubbing, recycling, and export capabilities, CallTools enables users to manage their contact lists from a single location easily. The platform also features skill-based call routing that intelligently directs inbound calls to the most appropriate customer agent, and detects voicemail messages for outbound calls to ensure agents only speak to customers. CallTools’ comprehensive suite of contact center management tools provides valuable insights into call center performance, allowing users to assess call quality and track key metrics such as agent utilization rates and call volumes. With multiple support options, including an online ticketing portal, live chat, email, and phone, CallTools offers comprehensive assistance for all your call center needs. Unleash the full potential of your contact center today with CallTools. Unlimited Minutes on Predictive, Power, and Preview Dialer with Built-In Web Phone, CRM, and Dedicated In-House Support Team. Call us!... [Read more](https://www.softwareadvice.com/call-center/calltools-profile/)

### Best rated features:

Activity Tracking

5.0

Activity Dashboard

5.0

Real-Time Monitoring

5.0

Call Scripting

5.0

### Worst rated features:

CRM

3.0

Call Scheduling

3.7

Real-Time Reporting

4.0

[See all features](https://www.softwareadvice.com/call-center/calltools-profile/#key-features)

[Readymode](https://www.softwareadvice.com/product/171343-Readymode/)

4.63

[(142)](https://www.softwareadvice.com/product/171343-Readymode/reviews/)

Best for:Ease of use

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

Readymode is a cloud-based outbound customer engagement platform for call centers and sales teams. Our all-in-one platform empowers businesses to engage smarter, connect more, and grow their revenue. Along with an industry-leading predictive dialer, our outbound calling solutions include advanced features like fully integrated CRM, built-in compliance tools, and real-time reporting and analytics. Readymode is at the core of the conversation: we’re designed for businesses that want to maximize productivity and scale affordably. We are the leading choice for customer outreach and engagement. With Readymode you get crystal-clear voice with Tier 1 carriers, unlimited outbound minutes, $0 set-up fees, and complete implementation so you’re up and running quickly. Readymode offers free, unlimited technical support, 1:1 implementation and zero set-up fees.... [Read more](https://www.softwareadvice.com/product/171343-Readymode/)

### Best rated features:

Computer Telephony Integration

5.0

Callback Scheduling

5.0

Voice Mail

5.0

Call Scripting

5.0

### Worst rated features:

CRM

1.0

[See all features](https://www.softwareadvice.com/product/171343-Readymode/#key-features)

[Convoso](https://www.softwareadvice.com/voip/safesoft-contact-profile/)

4.51

[(395)](https://www.softwareadvice.com/voip/safesoft-contact-profile/reviews/)

Best for:Small businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Convoso is an outbound sales platform built for high-performance revenue teams and contact centers. Designed for organizations that depend on outbound sales to acquire customers, Convoso helps businesses increase contact rates, maximize agent productivity, and lower customer acquisition costs. Convoso unifies high-performance dialing, campaign management, and intelligent number management to help teams connect with more prospects and convert more opportunities. Businesses can automate workflows across lead, campaign, and list management while engaging prospects through voice, SMS, email, and AI-powered agents. Intelligent number management capabilities help businesses monitor number health, optimize number pools, automate procurement, and match the best number to each lead. Combined with predictive dialing, sub-5-second speed-to-lead, advanced call classification, built-in compliance controls, and real-time analytics, Convoso helps organizations scale outbound operations with confidence.... [Read more](https://www.softwareadvice.com/voip/safesoft-contact-profile/)

### What users love

-   User-friendly and intuitive interface
-   Responsive and knowledgeable support team
-   Reliable and efficient dialer system

### To take in mind

-   Frequent call connectivity problems
-   Complex and limited lead management

### Best rated features:

Lead Generation

5.0

Compliance Management

5.0

API

5.0

Integrations Management

5.0

### Worst rated features:

Reminders

3.0

Manual Dialer

3.3

Answering Machine Detection

3.9

Real-Time Monitoring

4.0

[See all features](https://www.softwareadvice.com/voip/safesoft-contact-profile/#key-features)

### Basic

$90.00/month

Free trial for users with 40 or more seats.

[See full pricing details](https://www.softwareadvice.com/voip/safesoft-contact-profile/#pricing-and-plans)

[Salesken](https://www.softwareadvice.com/crm/salesken-profile/)

4.68

[(22)](https://www.softwareadvice.com/crm/salesken-profile/)

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Salesken is a sales enablement platform that helps businesses leverage artificial intelligence (AI) technology to generate leads and streamline communication with clients through various channels such as calls, emails, chats and web conferences. Professionals can monitor the entire sales pipeline and determine customers' intent to qualify leads. Salesken comes with a dashboard, which enables administrators to monitor sales executives' performance and provide targeted feedback accordingly. Managers can track the entire sales pipeline and maintain a call disposition log to record client interactions. Additionally, it lets businesses transcribe calls, schedule follow-ups and identify prospects' contextual cues. Salesken provides mobile applications for iOS and Android devices, which allow organizations to interact with clients using an in-app dialer. Pricing is available on request and support is extended via an inquiry form.... [Read more](https://www.softwareadvice.com/crm/salesken-profile/)

### Best rated features:

Performance Metrics

5.0

Assessment Management

5.0

Archiving & Retention

5.0

Feedback Management

5.0

### Worst rated features:

Auto-Dialer

4.0

[See all features](https://www.softwareadvice.com/crm/salesken-profile/#key-features)

### Basic

$99.00/month

[See full pricing details](https://www.softwareadvice.com/crm/salesken-profile/#pricing-and-plans)

[net2phone Canada](https://www.softwareadvice.com/call-center/versature-profile/)

4.60

[(10)](https://www.softwareadvice.com/call-center/versature-profile/)

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

net2phone Canada is a cloud-based business phone service provider, helping Canadian organizations drive business performance through powerful uCaaS tools. Trusted by clients and partners across the country, net2phone Canada has disrupted the telecommunications market by delivering the highest quality phone solutions, a diverse range of advanced features, Canadian-based technical support, and innovations beyond a business phone connection. Request a demo of the net2phone Canada Client Portal to see how Canada’s leading business communications tool can empower your organization.... [Read more](https://www.softwareadvice.com/call-center/versature-profile/)

### Best rated features:

Caller ID

5.0

Automatic Call Distribution

5.0

Mobile Access

5.0

Call Recording

5.0

[See all features](https://www.softwareadvice.com/call-center/versature-profile/#key-features)

[Five9](https://www.softwareadvice.com/call-center/five9-profile/)

4.22

[(484)](https://www.softwareadvice.com/call-center/five9-profile/reviews/)

Best for:Customer support

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.... [Read more](https://www.softwareadvice.com/call-center/five9-profile/)

### What users love

-   User-friendly and accessible interface
-   Responsive and helpful support team
-   Comprehensive call center solution

### To take in mind

-   Complexities in managing calls
-   Frequent call drops and instability

### Best rated features:

Performance Metrics

5.0

Online Voice Transmission

5.0

Dashboard

5.0

Lead Generation

5.0

### Worst rated features:

Progressive Dialer

1.0

Integrations Management

1.0

Quality Management

1.0

[See all features](https://www.softwareadvice.com/call-center/five9-profile/#key-features)

### Digital

$119.00/month

### Core

$159.00/month

### Premium

Custom

Pricing available upon request

[See full pricing details](https://www.softwareadvice.com/call-center/five9-profile/#pricing-and-plans)

[Ringover](https://www.softwareadvice.com/voip/ringover-profile/)

4.70

[(878)](https://www.softwareadvice.com/voip/ringover-profile/reviews/)

Best for:Features

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Ringover is the no.1 business phone system that gives you unlimited calls to 110 countries, video conferencing, SMS and group messaging, call recording, call whispering and more features focused on improving your teams productivity. No expertise needed. Integrate Ringover with major CRMs (Salesforce, HubSpot, Pipedrive etc.) or with your helpdesk tools in just a few clicks. With Ringover, your professional communications are possible anywhere in the world - all it takes is an internet connection. Greatly scaling up in growth and adopted by over 10,000 users, Ringover is on track to become THE leader in European Cloud telephony, primed for rapid international development in the markets for Spain and the United Kingdom.... [Read more](https://www.softwareadvice.com/voip/ringover-profile/)

### What users love

-   Comprehensive call tracking features
-   Intuitive and accessible interface
-   Responsive and helpful support team

### To take in mind

-   Inconsistent audio and device issues
-   Occasional lag and slow response
-   Frequent disconnections and instability

### Best rated features:

Contact Database

5.0

Call Scheduling

5.0

Call List Management

5.0

Electronic Signature

5.0

### Worst rated features:

Monitoring

2.8

Call Tagging

3.0

[See all features](https://www.softwareadvice.com/voip/ringover-profile/#key-features)

### Smart

$29.00/month

This plan provides all-in-one calls, video & chat.

### Power

$54.00/month

This plan offers analytics, productivity and integrations.

### Advanced

$64.00/month

[See full pricing details](https://www.softwareadvice.com/voip/ringover-profile/#pricing-and-plans)

[LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/)

4.67

[(1786)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/)

Best for:Mid-size businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

LiveAgent is a multichannel help desk solution with advanced AI features, live chat, ticketing, and call center capabilities. Streamline all business communication channels and manage customer interactions from a single shared team inbox. It offers 200+ native integrations including all popular social media, a customizable chat widget, chat routing, chat history, canned responses, reliable ticketing, and more advanced features. With multiple pricing tiers, LiveAgent suits businesses of any size or industry. A flexible, all-in-one solution for handling customer support across different use cases. Start with a 1-month free trial, no credit credit card needed.... [Read more](https://www.softwareadvice.com/crm/liveagent-profile/)

### What users love

-   Unified and efficient support
-   Real-time chat for support
-   Intuitive and user-friendly design

### To take in mind

-   Email handling and usability issues
-   Outdated and cluttered interface
-   Limited and outdated mobile experience

### Best rated features:

Corrective and Preventive Actions (CAPA)

5.0

Drag & Drop

5.0

Transfers/Routing

5.0

Issue Tracking

5.0

### Worst rated features:

Audit Trail

1.0

Multi-Channel Management

2.0

[See all features](https://www.softwareadvice.com/crm/liveagent-profile/#key-features)

### Small

$15.00/month

$15 agent/month (billed annually) — $19 agent/month (billed monthly)

### Medium

$29.00/month

$29 agent/month (billed annually) — $35 agent/month (billed monthly)

### Large

$49.00/month

$49 agent/month (billed annually) — $59 agent/month (billed monthly)

[See full pricing details](https://www.softwareadvice.com/crm/liveagent-profile/#pricing-and-plans)

[Yonyx](https://www.softwareadvice.com/crm/yonyx-profile/)

4.75

[(258)](https://www.softwareadvice.com/crm/yonyx-profile/reviews/)

Best for:Enterprise businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Yonyx is a cloud-based solution designed to help call centers and customer service businesses create and manage interactive guides for technical support, telemarketing, lead qualification, compliance and other processes. The platform includes decision trees, which enable organizations to design and visualize customer interactions using multimedia flowcharts. Yonyx enables authors to design custom guides for agents using images, hyperlinks, videos, data sorting, and other attributes to streamline customer service operations. It offers various features such as automated guide authoring, user defined commands embedded in guidance steps, analytics, integration with CRM systems and more. Additionally, administrators can invite users, provide role-based permissions, and update tags to facilitate search functionality. Yonyx lets managers gain insights into account usage, incidents, author/user activities, compliance and other metrics via reports and analytics. It supports integration with various third-party applications using REST and JavaScript APIs. Pricing includes monthly subscriptions and support is extended via phone, email and other online measures.... [Read more](https://www.softwareadvice.com/crm/yonyx-profile/)

### Best rated features:

Help Desk Management

5.0

Decision Support

5.0

Web-based Deployment

5.0

Opportunity Management

5.0

[See all features](https://www.softwareadvice.com/crm/yonyx-profile/#key-features)

### Professional

$25.00/month

This plan provides all features of Yonyx platform for stand alone use. Integrations, SSO or API access require upgrade to Enterprise Plan.... [Read more](https://www.softwareadvice.com/crm/yonyx-profile/#pricing-and-plans)

[See full pricing details](https://www.softwareadvice.com/crm/yonyx-profile/#pricing-and-plans)

[Phonexa](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/)

4.99

[(75)](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/reviews/)

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

Phonexa is an enterprise-grade tracking software for performance, affiliate and partner marketing. The Phonexa Suite is the underlying tech that carries through the consumer lead and call lifecycle, helping performance marketing teams drive ROI for brands across affiliate, partner, and paid channels. Phonexa prioritizes outcomes-based marketing across customer interactions like clicks, calls, form submissions, website behavior, and more. Through its single operating solution, the Phonexa Suite gives D2C publishers, networks, agencies, and brands unprecedented access and control to campaigns, eliminates lack of transparency across lead generation, and automates processes. The Phonexa Suite allows clients to optimize frictionless customer acquisition efforts and analyze the sources that drive qualified pipeline. Phonexa’s global headquarters are based in Los Angeles with additional offices in the United Kingdom, Ukraine, and Canada. The company employs a staff of over 200. For more information, visit www.Phonexa.com.... [Read more](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/)

### Best rated features:

Prospecting Tools

5.0

Visitor Tracking

5.0

List Management

5.0

Conversion Rate Optimization

5.0

### Worst rated features:

API

3.0

Call Transcription

4.0

[See all features](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/#key-features)

[PhoneBurner](https://www.softwareadvice.com/crm/phoneburner-profile/)

4.78

[(176)](https://www.softwareadvice.com/crm/phoneburner-profile/reviews/)

Best for:Customer support

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

PhoneBurner is an outbound dialer and call center solution that empowers agents to conduct wildly efficient yet highly personalized outreach, and engage up to 4x more contacts in live conversations. The system offers functionalities that include power dialing, lead management, email follow-up, SMS, sales cadence, performance management and analytics. The PhoneBurner system is a leader in its support of TCPA/FCC compliance and provides cutting edge tools to help teams engage in efficient, effective, and compliant communications. Use the built-in CRM, or integrate with Salesforce, HubSpot, Zoho, monday.com and other leading CRMs and apps. Other features include 1-click voicemails, one-touch emails and SMS, email tracking, custom dispositions, call recording, call transfer, local ID, sales cadence, automatic lead distribution and more. PhoneBurner scales to any size team and can be managed from one central admin portal. Analytics, reporting and live call monitoring/coaching features offer real-time visibility into ongoing activities and calling performance. The platform is cloud-based and requires no installations, setup fees, or contracts. The solution is available on a monthly subscription basis and provides customer support via phone and email.... [Read more](https://www.softwareadvice.com/crm/phoneburner-profile/)

### Best rated features:

Reporting & Statistics

5.0

Workflow Automation

5.0

Email Marketing

5.0

Performance Management

5.0

[See all features](https://www.softwareadvice.com/crm/phoneburner-profile/#key-features)

### Standard

$165.00/month

The plan includes CRM solutions and an powerful dialer.

### Professional

$195.00/month

The plan includes all features from the standard plan with additional add-ons to help teams grow.

### Premium

$215.00/month

The plan includes all features from the standard and professional plans plus a dedicated inbound number with text messaging capabilities.... [Read more](https://www.softwareadvice.com/crm/phoneburner-profile/#pricing-and-plans)

[See full pricing details](https://www.softwareadvice.com/crm/phoneburner-profile/#pricing-and-plans)

[Squaretalk](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/)

4.87

[(105)](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

Squaretalk is a cost-effective, scalable, and simple-to-use cloud communications platform that gives your sales and support teams the tools to boost efficiency and productivity. You can work effectively from any location and reach customers on their preferred channels - voice, WhatsApp Business messaging, SMS, and email. You can swiftly develop and maintain a global presence with access to local, mobile, and toll-free numbers in over 150 countries and 4500 area codes. Seamlessly connect all of your favorite tools like Zoho, Salesforce, or other popular CRMs with our native integrations or custom API for computer telephony integration.... [Read more](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/)

### Best rated features:

List Management

5.0

Interaction Tracking

5.0

Real-Time Reporting

5.0

Chat/Messaging

5.0

### Worst rated features:

Auto-Dialer

4.0

Activity Dashboard

4.0

[See all features](https://www.softwareadvice.com/call-center/innitel-predictive-dialer-profile/#key-features)

[XCALLY](https://www.softwareadvice.com/call-center/xcally-profile/)

4.82

[(130)](https://www.softwareadvice.com/call-center/xcally-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

XCALLY is an on-premise and cloud-based contact center solution that handles multiple channels including voice, chat, SMS, email, fax and others. It caters to inbound, outbound and blended call centers of all sizes. Primary features are contact management, an autodialer, interactive voice response (IVR), real-time monitoring, analytics and reporting. Other features include agent softphone, customizable dashboards, automations, triggers, webchat, a predictive dialer, call recording and application programming interface (API). The agent softphone module allows users to manage their queues according to their skillset. Real-time monitoring provides a real-time view of agent performance and the ability to make changes in case of emergencies. Users can create customized dashboards and reports to suit their needs. It offers integration with Zendesk, Salesforce, Desk, Freshdesk, Sugar CRM, Twilio, Oracle and other applications. XCALLY is offered in a monthly or lifetime pricing options, which vary with concurrent users and IVR channels. It is available globally in 12 languages.... [Read more](https://www.softwareadvice.com/call-center/xcally-profile/)

### Best rated features:

Call Scripting

5.0

Manual Dialer

5.0

List Management

5.0

Call Scheduling

5.0

### Worst rated features:

Performance Management

2.0

Call Transfer

3.8

Call List Management

4.0

Reporting & Statistics

4.0

[See all features](https://www.softwareadvice.com/call-center/xcally-profile/#key-features)

### Voice

€29.00/month

[See full pricing details](https://www.softwareadvice.com/call-center/xcally-profile/#pricing-and-plans)

[VICIdial](https://www.softwareadvice.com/call-center/vicidial-profile/)

4.69

[(265)](https://www.softwareadvice.com/call-center/vicidial-profile/reviews/)

Best for:Small businesses

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and call recording. VICIdial combines inbound and outbound phone calls with inbound email and customer website chat in a single web-based interface. Skills-based routing and queue prioritization features help users ensure that calls and emails go to the agents who are best able to handle them. Agents can also switch between handling outbound and inbound calls when necessary. Other features include previewing leads before dialing, recording and listening to agent calls, sending dropped calls to available agents or a voicemail inbox, estimated hold times for inbound callers, remote-agent calling, multiple language support and more. Support is available online and via email.... [Read more](https://www.softwareadvice.com/call-center/vicidial-profile/)

### What users love

-   Robust call center platform
-   Active community and support options
-   Efficient predictive dialing capabilities

### To take in mind

-   Outdated and unfriendly interface

### Best rated features:

Caller ID

5.0

Data Import/Export

5.0

Voice Mail

5.0

IVR

5.0

### Worst rated features:

Real-Time Monitoring

3.0

Campaign Management

4.0

Call Scheduling

4.0

[See all features](https://www.softwareadvice.com/call-center/vicidial-profile/#key-features)

### Hosted VICIdial

$400.00/month

Our VICIhost hosting service for VICIdial, priced on a per-server basis

### Free Open-Source Download

$0.00/year

Free download of the VICIdial open-source software, no restrictions for use

[See full pricing details](https://www.softwareadvice.com/call-center/vicidial-profile/#pricing-and-plans)

[Primo Dialler](https://www.softwareadvice.com/call-center/primo-dialler-profile/)

4.83

[(108)](https://www.softwareadvice.com/call-center/primo-dialler-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Primo Dialler is a cloud-based call center solution that offers a predictive dialer, integrated voice response (IVR) and reporting functionalities. The solution caters to industry segments such as insurance, debt collection, energy and telemarketing. Primo Dialler’s predictive dialer feature enables users to auto-dial customer numbers and forward live calls to available agents. Users can set up IVRs to route inbound calls on the basis of agent skill sets and current campaigns. Primo Dialler integrates the predictive dialer with CRM to manage customer information and client interactions. The solution provides reporting and analysis tools that allow supervisors to track dialer performance and queue status. It also allows users to access historical reports for analyzing call center information and comparing it with current performance. Users can submit tickets online for support inquiries or reach out to the support team via live chat, email and phone.... [Read more](https://www.softwareadvice.com/call-center/primo-dialler-profile/)

### Best rated features:

Call Center Management

5.0

Manual Dialer

5.0

Campaign Management

5.0

Computer Telephony Integration

5.0

### Worst rated features:

Predictive Dialer

1.0

Call Logging

3.0

Reporting/Analytics

3.7

Lead Management

3.7

[See all features](https://www.softwareadvice.com/call-center/primo-dialler-profile/#key-features)

### Basic

$35.00/month

The additional call costs is $0.0075, SMS Cost is $0.04. The plan has a 60 days contact.

### All Inclusive

$80.00/month

The additional SMS Cost is $0.03. The plan has a 30 days contact.

[See full pricing details](https://www.softwareadvice.com/call-center/primo-dialler-profile/#pricing-and-plans)

[Ricochet360](https://www.softwareadvice.com/voip/ricochet360-profile/)

4.84

[(82)](https://www.softwareadvice.com/voip/ricochet360-profile/reviews/)

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

Ricochet360 is a cloud-based, integrated call center, customer relationship management and marketing automation solution. Designed for small to large businesses, it comes with a progressive dialer for users to automate processes such as engaging with prospects via emails or texts, recording calls, optimizing contact rates and more. Features of Ricochet360 include lead management, call analytics, skills-based calling queues, email messaging drip automation, gamification, scripting and more. The customer relationship management module allows marketers to automatically capture, track and distribute leads among sales representatives based on skills, availability, and pooling. Additionally, it provides a cloud phone system for users to facilitate click-to-call conversions, call transfers, performance tracking, among other processes. Ricochet360 lets businesses run custom and targeted call campaigns per specific lead types, improving sales funnels. Pricing is available on monthly subscriptions and support is extended via phone, email and other online measures.... [Read more](https://www.softwareadvice.com/voip/ricochet360-profile/)

### Best rated features:

Social Marketing

5.0

Call Scheduling

5.0

Computer Telephony Integration

5.0

Caller ID

5.0

### Worst rated features:

CRM

1.0

Call List Management

3.0

Multi-Channel Communication

3.0

[See all features](https://www.softwareadvice.com/voip/ricochet360-profile/#key-features)

[CTM](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/)

4.65

[(158)](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

CTM is a conversation analytics software designed to provide tracking and insights for sales and marketing teams. It helps organizations analyze campaign performance and customer interactions to support data-driven decision-making. Businesses, marketing agencies, and sales departments use the platform to gain visibility into customer engagement and optimize their processes. The software includes AI-powered conversation intelligence that analyzes call recordings, transcriptions, and live conversations to extract customer insights. It connects calls, chats, form submissions, and texts to specific advertisements using tracking numbers and dynamic number insertion, enabling accurate lead attribution. Features include lead management with geo, weight, and skill-based routing, a customizable softphone system, and workflow automation tools to streamline sales processes. Reporting tools offer both high-level summaries and detailed campaign and conversion data. The platform adheres to security standards, including SOC 2 compliance, and supports regulatory requirements such as HIPAA, HITECH, GDPR, and CCPA. It offers sub-account structures, white-label options, and custom billing features for agencies managing client accounts.... [Read more](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/)

### Best rated features:

Call Tagging

5.0

Campaign Scheduling

5.0

Performance Management

5.0

Data Security

5.0

### Worst rated features:

Multi-Touch Attribution

2.8

Call Scripting

3.0

File Transfer

3.0

[See all features](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/#key-features)

[TenFold](https://www.softwareadvice.com/product/158638-Tenfold/)

4.71

[(143)](https://www.softwareadvice.com/product/158638-Tenfold/reviews/)

Best for:Features

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

Tenfold is a computer-telephony integration (CTI) solution that integrates Salesforce and Microsoft Dynamics CRM with most major phone systems. Tenfold delivers CTI features like click-to-call, automatic call logging and call notes right on the popup for both inbound and outbound calls. The Tenfold popup lives outside of the CRM so it works in every browser tab, allowing agents to call, take notes and create tasks while moving tab to tab. With Tenfold, call notes, recordings, transcripts and history can be attached to CRM records, helping organizations correlate customer data with business outcomes. A role-based user interface also displays call context based on the department—showing information specifically tailored for sales, service and support, respectively. Tenfold can be implemented with little to no change to existing IT infrastructure. Tenfold works with all versions of Salesforce and Microsoft Dynamics CRM, and it is compatible with Avaya, Cisco, Genesys, Skype for Business and most major phone systems.... [Read more](https://www.softwareadvice.com/product/158638-Tenfold/)

### Best rated features:

Activity Dashboard

5.0

Lead Qualification

5.0

Call Duration

5.0

API

4.0

### Worst rated features:

Workflow Management

4.0

Contact Management

4.0

Collaboration Tools

4.0

Reporting/Analytics

4.0

[See all features](https://www.softwareadvice.com/product/158638-Tenfold/#key-features)

[Playvox](https://www.softwareadvice.com/crm/playvox-profile/)

4.78

[(109)](https://www.softwareadvice.com/crm/playvox-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

Enhance contact center productivity using Playvox Workforce Engagement Management. Maintain service excellence with precise staffing forecasts. Playvox WFM streamlines forecasting, scheduling, and reporting, driving cost savings and service improvements through instant insights. Implement Playvox QM, harnessing AI, gamification, and automation for efficient scoring and feedback, elevating customer interactions. Integrate AI to expedite issue resolution, replacing manual procedures. Monitor vital KPIs to fulfill customer requirements and financial objectives, securing long-term satisfaction and prosperity.... [Read more](https://www.softwareadvice.com/crm/playvox-profile/)

### Best rated features:

Reporting & Statistics

5.0

Collaboration Tools

5.0

Workforce Management

5.0

Sentiment Analysis

5.0

### Worst rated features:

Real-Time Reporting

3.0

Alerts/Notifications

4.0

[See all features](https://www.softwareadvice.com/crm/playvox-profile/#key-features)

[Bright Pattern](https://www.softwareadvice.com/call-center/servicepattern-profile/)

4.75

[(104)](https://www.softwareadvice.com/call-center/servicepattern-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

Bright Pattern is a cloud-based contact center software solution which helps businesses manage multichannel service including inbound and outbound voice, email, chat, and social media. Bright Pattern scales from 5 to 10,000 concurrent agents and provides customer relationship management (CRM) integrations to assist with customer support. Bright Pattern supports multiple channels such as voice, chat and web support, social media, and service desks. Customer support teams can access customer information from any web browser, and skills-based call routing can help teams address customer needs by sending support request to the correct team member. Bright Pattern Contact Center also includes automatic call re-routing in case of system issues. If, for example, a server fails while a customer service representative is on a call, Bright Pattern will automatically re-route the call to a new server so that the call does not get dropped.... [Read more](https://www.softwareadvice.com/call-center/servicepattern-profile/)

### Best rated features:

List Management

5.0

Predictive Dialer

5.0

Queue Management

5.0

Dashboard

5.0

[See all features](https://www.softwareadvice.com/call-center/servicepattern-profile/#key-features)

### Call Center Standard

$0.00/month

Voice-Focused Call Center Package Inbound Voice (IVR, ACD) Outbound Voice (5 dialing modes) Includes CRM Integration... [Read more](https://www.softwareadvice.com/call-center/servicepattern-profile/#pricing-and-plans)

### Digital CX

$0.00/month

Digital-focused contact center package SMS / MMS SMS / MMS Campaigns Web Chat Video Chat Email Social Messengers... [Read more](https://www.softwareadvice.com/call-center/servicepattern-profile/#pricing-and-plans)

### Omnichannel CX

$0.00/month

Voice and digital contact center package Get everything in the Call Center Standard and Digital CX : Inbound Voice (IVR, ACD) Outbound Voice (5 dialing modes) Includes CRM Integration SMS / MMS SMS / MMS Campaigns Web Chat Video Chat Email Social Messengers... [Read more](https://www.softwareadvice.com/call-center/servicepattern-profile/#pricing-and-plans)

[See full pricing details](https://www.softwareadvice.com/call-center/servicepattern-profile/#pricing-and-plans)

[AVOXI](https://www.softwareadvice.com/voip/avoxi-profile/)

4.80

[(59)](https://www.softwareadvice.com/voip/avoxi-profile/reviews/)

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

AVOXI is a global communications provider specializing in cloud-based contact center and virtual number solutions. Their platform is designed to enhance customer engagement and streamline business operations through features like voice services, call tracking, and comprehensive analytics. AVOXI caters to businesses looking to optimize international communication and provides tools for workforce management and customer interaction. They offer scalable solutions that are particularly beneficial for companies in need of flexible, reliable telephony infrastructure to support global connectivity.... [Read more](https://www.softwareadvice.com/voip/avoxi-profile/)

### Best rated features:

Role-Based Permissions

5.0

Real-Time Reporting

5.0

Mobile Access

5.0

Call Reporting

5.0

[See all features](https://www.softwareadvice.com/voip/avoxi-profile/#key-features)

### Launch

$0.00

This is a free plan that starts at $0.

### Contact

$19.99

Advanced analytic plan that starts at $19.99 per user.

### Engaged Enterprise

$39.99

Management plan that starts at $39.99 per user.

[See full pricing details](https://www.softwareadvice.com/voip/avoxi-profile/#pricing-and-plans)

1

[2](https://www.softwareadvice.com/call-center/monitoring-comparison/?page=2)[3](https://www.softwareadvice.com/call-center/monitoring-comparison/?page=3)[4](https://www.softwareadvice.com/call-center/monitoring-comparison/?page=4)[5](https://www.softwareadvice.com/call-center/monitoring-comparison/?page=5)[6](https://www.softwareadvice.com/call-center/monitoring-comparison/?page=6)[7](https://www.softwareadvice.com/call-center/monitoring-comparison/?page=7)

## Popular Comparisons

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For 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?](#WhatIsCallCenterMonitoringSoftware)

[Common Functionality of Call Monitoring Software](#CommonFunctionalityofCallMonitoringSoftware)

[Differentiating Call Monitoring, Quality Monitoring and Call Quality Monitoring](#DifferentiatingCallMonitoringQualityMonitoringandCallQualityMonitoring)

[Benefits of Call Monitoring Software](#BenefitsofCallMonitoringSoftware)

[What Type of Buyer Are You?](#WhatTypeofBuyerAreYou)

## 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](https://www.softwareadvice.com/call-center/).

## 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](https://www.softwareadvice.com/call-center/talkdesk-profile/)_, 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](https://www.softwareadvice.com/voip/), 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.