Finding software can be overwhelming. We've helped thousands of call centers choose the right call monitoring software so they can have managers monitor calls and barge when needed.
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Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) a... Read more
CallTrackingMetrics is a cloud-based call tracking and contact center solution for businesses and agencies that helps with tracking campaigns, reaching new audiences through integrated text marketing and online forms and using int... Read more
CloudAgent is a cloud-based call center solution that enables businesses to engage and interact with customers via multiple channels including voice, chat, email, SMS messages and social media platforms. Professionals can utilize ... Read more
CallShaper is a cloud-based call center management solution suitable for small to midsize businesses. Key features include lead management, real-time reporting, agent monitoring and tablet support. CallShaper enables users to... Read more
RingCentral Engage Voice is a cloud-based contact center solution designed to help small to large enterprises automate and streamline outbound and blended communications between customers and call centers. It comes with a configur... Read more
PhoneBurner is an outbound call center solution that allows users to log in from their computer and make calls from the connected phone, using imported or admin-provided lead lists. The system offers functionalities that include p... Read more
For quickly growing businesses looking to efficiently scale their support teams, Dialpad provides a cloud-based call center with access to real-time customer insights. Dialpad allows users to onboard quickly and focus on deliverin... Read more
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
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, emai... Read more
XenCALL is a cloud-based call center solution for companies of all sizes in a variety of industries. Key features include automatic call distribution, interactive voice response, auto dialing, scheduling, performance analytics and... Read more
CARES (Communication and Relationship Engagement Solution) from Centurion is an integrated call center solution suitable for small and large enterprises looking for automatic call distribution (ACD), QA recording, outbound notific... Read more
Sharpen’s cloud-native platform is a SaaS contact center solution for midsize to large enterprise businesses. As an all-in-one solution, the platform provides businesses the ability to communicate with customers by SMS, MMS, live ... Read more
Microsoft Dynamics is a customer relationship management solution designed to serve businesses of all sizes. The solution is used across various industry verticals such as government, financial services, manufacturing, healthcare,... Read more
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 an... Read more
Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, soc... Read more
Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creat... Read more
LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all a... Read more
Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and o... Read more
Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, ... Read more
NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support reques... Read more
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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?
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.