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Call Monitoring Software
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Nextiva Call Center
Nextiva Call Center
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
CloudAgent
CloudAgent
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
RingCentral Engage Voice
RingCentral Engage Voice
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
CallShaper
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
PhoneBurner
PhoneBurner
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
Alvaria Cloud
Alvaria Cloud
Alvaria Cloud is a web-based customer engagement 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 inbo...Read more
Software pricing tips
Read our Call Monitoring Software Buyers GuideSubscription models
- Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
- Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.
Perpetual license
- This involves paying an upfront sum for the license to own the software and use it indefinitely.
- This is the more traditional model and is most common with on-premise applications and with larger businesses.
Rated best value for money
net2phone Canada
net2phone Canada
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 di...Read more
Dynamics 365
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
NICE CXone
NICE CXone
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
Popular Call Monitoring Software Comparisons
Buyers Guide
Last Updated: June 15, 2022For 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.