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Talkdesk

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 about Talkdesk

4.5 (724 reviews)

3 recommendations

Nextiva Contact Center

Create more powerful customer experiences while reducing cost and complexity so you can grow your customer relationships, empower your agents, and delight your customers. Serve customers where they are and when they want with tr...Read more about Nextiva Contact Center

4.4 (102 reviews)

3 recommendations

Zendesk Suite

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 about Zendesk Suite

4.4 (3887 reviews)

2 recommendations

Five9

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 about Five9

4.2 (462 reviews)

2 recommendations

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CallTools

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 capabi...Read more about CallTools

4.8 (130 reviews)

2 recommendations

CallShaper

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 about CallShaper

4.9 (17 reviews)

2 recommendations

Dialpad

Dialpad is an AI-powered cloud communication platform and business phone system that provides organizations with the latest in VoIP telephony technology to keep teams connected and productive. The platform comprises three integrat...Read more about Dialpad

4.3 (520 reviews)

1 recommendations

DialedIn CCaaS

DialedIn (formerly ChaseData) 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 capabil...Read more about DialedIn CCaaS

4.8 (155 reviews)

1 recommendations

HoduCC

Omnichannel contact center software that offers streamlined end-to-end communication solutions. Its effective use of data in customer journeys allows seamless experience across all channels. From customizing workflows, routing rul...Read more about HoduCC

4.6 (81 reviews)

1 recommendations

Dynamics 365

Microsoft Dynamics 365 is a cloud-based CRM ecosystem for small, medium and enterprise organizations, with a focus on Sales, Field Service, Customer Service complete with strong integrations with Microsoft’s other Office 365 offer...Read more about Dynamics 365

Freshdesk

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 about Freshdesk

Zoho Desk

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 about Zoho Desk

LiveAgent

LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management, all...Read more about LiveAgent

Bitrix24

Bitrix24 is an online workspace for small, medium, and large businesses. It features over 35 cross-integrated tools, including CRM, tasks, Kanban board, Gantt chart, messenger, video calls, file storage, workflow automation, and m...Read more about Bitrix24

Salesforce Service Cloud

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 centralise and o...Read more about Salesforce Service Cloud

CallHippo

CallHippo is a cloud-based call center solution that helps mid to large size businesses with workflow automation and virtual telephony. The platform enables users to give detailed analysis to customers through call recordings. Cal...Read more about CallHippo

NICE CXone

Organizations around the world are striving to deliver the ultimate customer experience, strengthen brand value, and boost efficiency. NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with...Read more about NICE CXone

Gong.io

Gong's Revenue Intelligence platform captures your customer interactions across phone, web conferencing, and email, understands what was said in these interactions, and delivers insights to help your team win more deals. Learn ho...Read more about Gong.io

Aircall

Aircall is a cloud-based business phone and call center system that helps manage and streamline customer support and sales engagement operations. Designed for offices and teams in remote areas, it enables users to integrate the so...Read more about Aircall

3CX

3CX Phone System is an open standards communications solution, suitable for any sized business that wants all the features of an advanced contact center at a fraction of the cost. 3CX can take your business communications to the n...Read more about 3CX

Buyers Guide

Last Updated: March 16, 2023

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

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.