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Call Monitoring Software


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Five9 Cloud Contact Center logo
 
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,... Read More
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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,... Read More
 
NICE inContact Cloud Contact Center logo
 
NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
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NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
 
ChaseData Call Center logo
 
ChaseData Call Center software offers cloud-based, standalone call center functionality with customer service and support built into the solution. It’s designed for outbound, inbound and blended call center teams. Dialing capabilities... Read More
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ChaseData Call Center software offers cloud-based, standalone call center functionality with customer service and support built into the solution. It’s designed for outbound, inbound and blended call center teams. Dialing capabilities... Read More
 
RingCentral Contact Center logo
 
Cloud communications provider RingCentral has expanded into the Call Center space with their Contact Center solution. The integrated suite powered by inContact offers Automatic Call Distribution, Interactive Voice Response, CTI, Auto... Read More
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Cloud communications provider RingCentral has expanded into the Call Center space with their Contact Center solution. The integrated suite powered by inContact offers Automatic Call Distribution, Interactive Voice Response, CTI, Auto... Read More
 
Ytel Contact Center logo
 
Ytel Contact Center is a cloud-based integrated marketing suite that caters to SMB call centers and businesses with dedicated phone support teams, helping them manage multi-channel communications. The solution offers features including... Read More
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Ytel Contact Center is a cloud-based integrated marketing suite that caters to SMB call centers and businesses with dedicated phone support teams, helping them manage multi-channel communications. The solution offers features including... Read More

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Talkdesk Call Center logo
 
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) and... Read More
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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) and... Read More
 
Cloud Contact Center logo
 
Cloud Contact Center, by Telax Voice Solutions, is a call center management solution designed for SMB companies in various industries. Government agencies, retail, energy, healthcare, insurance, professional services, engineering,... Read More
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Cloud Contact Center, by Telax Voice Solutions, is a call center management solution designed for SMB companies in various industries. Government agencies, retail, energy, healthcare, insurance, professional services, engineering,... Read More
 
Noble Enterprise logo
 
Noble Enterprise is a call center management solution suitable for businesses of all sizes. Key features include inbound, outbound and blended contact management, predictive dialing, skills-based call routing, digital recording and... Read More
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Noble Enterprise is a call center management solution suitable for businesses of all sizes. Key features include inbound, outbound and blended contact management, predictive dialing, skills-based call routing, digital recording and... Read More
 
Zendesk logo
 
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... Read More
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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... Read More
 
Nextiva VoIP logo
 
Nextiva's Business VoIP solutions offer telephony services for small businesses with functionality that eliminates the need for a traditional phone system. The packages include VoIP phone systems, scalable PBX trunks, online faxing... Read More
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Nextiva's Business VoIP solutions offer telephony services for small businesses with functionality that eliminates the need for a traditional phone system. The packages include VoIP phone systems, scalable PBX trunks, online faxing... Read More

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Sharpen logo
 
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
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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
 
PureCloud logo
 
PureCloud by Genesys is an on-premise and cloud-based call center solution for businesses of any size and industry. Key modules include Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer,... Read More
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PureCloud by Genesys is an on-premise and cloud-based call center solution for businesses of any size and industry. Key modules include Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer,... Read More
 
CallShaper logo
 
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 create... Read More
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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 create... Read More
 
XenCALL Predictive Dialer CRM logo
 
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
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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
 
Aspect Via Customer Engagement Platform logo
 
Aspect Via Customer Engagement Platform is a web-based contact center suitable for organizations with 100 or more concurrent and named users. The system is a complete set of customer service capabilities including self-service, omnichannel... Read More
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Aspect Via Customer Engagement Platform is a web-based contact center suitable for organizations with 100 or more concurrent and named users. The system is a complete set of customer service capabilities including self-service, omnichannel... Read More

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Aspect Workforce Management logo
 
Aspect Workforce Management is an employee management solution for midsize to high volume call centers that can be deployed on-premise or hosted in the cloud.  Aspect Workforce Management enables users to forecast staffing requirements... Read More
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Aspect Workforce Management is an employee management solution for midsize to high volume call centers that can be deployed on-premise or hosted in the cloud.  Aspect Workforce Management enables users to forecast staffing requirements... Read More
 
PureConnect logo
 
Genesys PureConnect is a hybrid call center solution that provides users with various tools and functionalities, which help them to manage their business operations and communications from a single integrated platform. The solution... Read More
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Genesys PureConnect is a hybrid call center solution that provides users with various tools and functionalities, which help them to manage their business operations and communications from a single integrated platform. The solution... Read More
 
Streams UC logo
 
Streams UC is a cloud-based call center solution by PanTerra that allows users to manage and monitor inbound calls from multiple devices. Key features include CRM integration, internal instant messaging, a unified command center, video... Read More
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Streams UC is a cloud-based call center solution by PanTerra that allows users to manage and monitor inbound calls from multiple devices. Key features include CRM integration, internal instant messaging, a unified command center, video... Read More
 
Aspect CXP Pro logo
 
Aspect CXP Pro is a cloud-based interactive voice response (IVR) tool suitable for large businesses in industries such as banking, manufacturing, government, healthcare, retail and transportation. Aspect CXP Pro combines the applications... Read More
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Aspect CXP Pro is a cloud-based interactive voice response (IVR) tool suitable for large businesses in industries such as banking, manufacturing, government, healthcare, retail and transportation. Aspect CXP Pro combines the applications... Read More
 
EducationFolder logo
 
EducationFolder is a cloud-based training and performance management solution for call center agents. Key features include learning management, quality assurance, a knowledge base, task management and reporting. EducationFolder enables... Read More
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EducationFolder is a cloud-based training and performance management solution for call center agents. Key features include learning management, quality assurance, a knowledge base, task management and reporting. EducationFolder enables... Read More
 

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: June 19, 2018


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.
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  • 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.
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  • 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

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.
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  • 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.
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  • 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.
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  • 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.
 

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