The 6 Best Call Monitoring Software

The emergence of call monitoring software is a relatively new phenomenon in the enterprise IT market. With the looming threat of data breach and cyber-attack, businesses need to have reliable ways to monitor their employees’ phone calls at all times. Thankfully, there are now 6 excellent call monitoring tools on offer that can be selected as appropriate for your company’s needs.,

The “free call monitoring software” is a type of software that allows you to monitor your phone calls. The best free call monitoring software will allow you to block unwanted calls, record the calls for future reference, and even send text messages with the caller’s number.

In today’s contact centers, call monitoring software is a must-have function. You may use them to record talks, track call statistics, listen in on calls, and communicate with live coach agents. However, call monitoring isn’t available with every phone system. Some of the most popular customer service solutions simply provide ticketing and CRM features, rather than call monitoring and analytics in real time.

We reduced it down to six options for the finest business phone system with call monitoring software based on cost and features that are most beneficial for small companies.

• Twilio Flex is a Twilio product that allows you to: The best all-around flexible call monitoring software for organizations looking to grow their communications on a budget.
• Contact Center by Freshdesk is a great choice for teams looking for an easy-to-use contact center solution with built-in monitoring.
• Zendesk: Excellent choice for individuals searching for a solution that can be used in a contact center, sales, or customer service environment.
• RingCentral is the best option for organizations that want a powerful, Business phone system with all the bells and whistles with advanced call monitoring capabilities.
• Zoho Desk: For small teams in need of a call monitoring software with low-cost entry-level pricing, Zoho Desk is a good choice.
• Talkdesk is a fantastic tool for companies who want a platform that can handle a huge department.

Twilio Flex is a Twilio product that allows you to: Small Business Call Monitoring Software at its Finest

Twilio Flex is a Twilio product that allows you to

4.66 OUT OF 5 I I I I I I I I I I I Our ranking is based on our experts’ weighted assessment of hundreds of comparable items and services.

What We Enjoy

• APIs with scalability
• Subscriptions with variable price
• Monitoring of live calls and conversations, as well as shared inboxes

What Isn’t There

• Customer service might be quicker to respond.
• Minor malfunctions and crashes occur from time to time due to minor flaws.
• Extensive code examples and templates aren’t included out of the box.

Twilio Flex is a Twilio product that allows you to Pricing at a Glance

• Free: 5,000 active hours to use Twilio Flex is a Twilio product that allows you to for agents, supervisors, and admin
• Pricing is determined on the number of active users each hour.
• Monthly fees are $150 per user, each month.

Twilio Flex is a Twilio product that allows you to is a relatively new cloud contact center, but it’s gaining popularity quickly thanks to its robust APIs and extensive call monitoring capabilities. It lets you do everything—from recording calls to listening in on live conversations. With per-hour and per-user pricing, you can adapt Twilio Flex is a Twilio product that allows you to to just about any team size or business model.

Twilio Flex is a Twilio product that allows you to is the only software on this list to offer per-hour pricing options. This makes it a great option for small businesses with part-time employees or contract workers who won’t be working the normal 9-to-5 hours. It’s also an excellent pricing strategy if your agents have multiple responsibilities beyond just making and answering phone calls.

However, there are still a few problems to iron out, and you and your developers are in charge of a lot of the feature development. This creates a really unique and scalable experience, but it takes time and effort on the part of the developer. Zendesk or Contact Center by Freshdesk are excellent options if you want additional out-of-the-box functionalities.

Twilio Flex is a Twilio product that allows you to Features

(Image credit: YouTube)

• Listen in on discussions in real time and take advantage of a shared multichannel inbox that includes SMS, WhatsApp, Facebook, and audio calls.
• You can connect with leading CRM systems and payment processors thanks to extensive connections.
• Custom metrics and key performance indicators (KPIs) may be added to dashboards and insights for customizable reporting.
• Per-hour pricing allows you to pay less for users who are part-time or contract employees.
• Create clever processes and routing to assist incoming calls in locating the appropriate agents straight away.

Contact Center by Freshdesk: The Easiest Call Monitoring Software

Contact Center by Freshdesk

4.45 OUT OF 5 I I I I I I I I I I I Our ranking is based on our experts’ weighted assessment of hundreds of comparable items and services.

What We Enjoy

• Setup is simple, and the user interface is simple to use (UI)
• There is a free version available.
• Intrude on live calls

What Isn’t There

• Customization of APIs
• Flexibility is lacking in call flows.
• Inadequate ticket response time

Contact Center by Freshdesk Pricing at a Glance*

• Sprout offers a free subscription with an unlimited number of agents.
• Blossom costs $15 per month per user.
• Garden: $29 per month, per user
• Estate: $45 per month per user
• Forest costs $69 per month per user.

*Billed on a yearly basis. You may also select to be billed on a monthly basis.

Contact Center by Freshdesk’s call monitoring software is easy to get set up and running. Brand-new users can sign up for a free account that has all the basics you need to experiment with the platform to see if it’s a good fit. Contact Center by Freshdesk offers a wide range of helpful monitoring features, such as call queue visibility, agent presence, live monitoring, and customer interaction history.

Despite Contact Center by Freshdesk’s strengths, it falls short for not offering an OpenAPI. If you need OpenAPIs to integrate with your application, you’ll be better off with Twilio Flex is a Twilio product that allows you to. Unlike Twilio Flex is a Twilio product that allows you to, it doesn’t provide per-hour pricing subscriptions, which means you’ll have to pay per user, per month—regardless of how active that user is.

Contact Center by Freshdesk Features

(Source: Contact Center by Freshdesk)

• Intrude into ongoing calls when your agents need assistance or to de-escalate heated situations.
• Real-time stats are available to help you understand how your agents are doing and where you can make improvements.
• With robust mobile applications for Android and iOS, you can monitor your calls on the move.
• Custom call routing rules based on CRM data may help you automate your call routing.
• Use smart escalations to properly route calls, with a backup strategy in place in case of unexpected call circumstances.

Zendesk: Best for Service & Support Call Center Operations

Zendesk

4.23 OUT OF 5 I I I I I I I I I I I Our ranking is based on our experts’ weighted assessment of hundreds of comparable items and services.

What We Enjoy

• Ticketing system that is completely customized
• Excellent multichannel assistance
• Call monitoring capabilities that are robust

What Isn’t There

• There is no free plan available.
• Subscriptions that are too expensive
• Technical assistance that is unreliable

A Quick Look at Zendesk’s Pricing*

• Suite Team costs $49 per month per user.
• Suite expansion is $79 per month per user.
• Suite Professional costs $99 per month per user.

*Billed on a yearly basis. You may also select to be billed on a monthly basis.

Zendesk offers a complete customer service platform with a Ticketing system that is completely customized that’s great for customer service or IT support teams. With the live call monitoring functionality, you can listen in on live conversations and barge in if necessary. You’ll also get call quality notifications to help ensure network and audio issues don’t damage your customer experiences.

Zendesk has a lot to offer, but it is on the more costly side of the spectrum. Many users have complained about being unable to contact Zendesk’s technical support staff or receiving assistance. As a result, you’ll have to troubleshoot on your own.

This software fails to provide users with a free plan, while Twilio Flex is a Twilio product that allows you to, Contact Center by Freshdesk, and Zoho Desk all have free options available.

Features of Zendesk

(Image courtesy of Zendesk)

• Zendesk’s live call monitoring allows you to listen in on calls, whisper in your agent’s ear, and intervene when required.
• The completely customized ticketing system aids in the creation of ideal processes for your company.
• Shared inboxes allow you to work confidentially with coworkers while discussing how to handle problems.
• Conversation routing distributes tickets to the appropriate agents based on their skill sets.
• Knowledge management driven by artificial intelligence (AI) learns from your replies to help you and your teams reply quicker in the future.

RingCentral: The Most Powerful Business Phone System With Call Monitoring

RingCentral

Overall rating: 4.14 out of 5 Our ranking is based on our experts’ weighted assessment of hundreds of comparable items and services.

What We Enjoy

• Business phone system with all the bells and whistles
• Live call monitoring includes listening, whispering, and barging.
• Pricing that is reasonable

What Isn’t There

• The user interface is outdated.
• There is no comprehensive multichannel ticketing system in place.
• Premium tiers have access to call monitoring services.

A Quick Look at RingCentral’s Pricing*

• Essentials: $19.99 per month for each user
• Standard: $24.99 per month for each user
• Premium: $34.99 per month for each user
• Ultimate: $49.99 per month for each user

*Based on 2 to 20 users and billed yearly. You may also select to be billed on a monthly basis.

RingCentral is a full-featured VoIP business phone system with premium subscription tiers that include call monitoring. You’ll receive a comprehensive VoIP solution from RingCentral, as well as real-time monitoring and live call support capabilities like listen, whisper, barge, and takeover.

While RingCentral offers a complete business phone system, novice users and small organizations may find it daunting. The user interface is a little antiquated, and navigating the agent experience may be a pain. It is, however, a dependable system with a robust infrastructure that you can rely on at a large scale.

If you’re looking for a simple call monitoring platform with a clean user interface, take a look at Contact Center by Freshdesk.

Features of RingCentral

The statistics portal for RingCentral (Source: RingCentral)

• Calls are monitored in real time so that live coaching may be provided or the call can be taken over if things go wrong.
• With an all-in-one unified communications platform, you can keep all of your internal and external discussions in one place.
• Salesforce and Zendesk are two popular CRM connections that allow you to sync your system.
• When agents are available and when devices are down, real-time status notifications let you know.
• RingCentral’s multilayer auto-attendant guarantees that incoming calls are routed to the correct extension without the need for wasteful forwarding or transferring.

Are you looking for a full-featured VoIP business phone system with call monitoring capabilities? Consider 808 or Google Voice, both of which provide low-cost VoIP connections with a variety of call monitoring features. To understand more, read our in-depth reviews of 8 and Google Voice.

The Best Low-Cost Call Monitoring Software is Zoho Desk.

Zoho Desk

Overall Score: 4.02 OUT OF 5 iOur score is based on our experts’ weighted analysis of hundreds of comparable items and services.

What We Enjoy

• A robust ticketing system
• It’s easy to integrate with Zoho CRM.
• User interface that is simple to utilize

What Isn’t There

• There isn’t any live call monitoring or support.
• Setup is a painstaking procedure.
• There aren’t many integrations available.

A Quick Overview of Zoho Desk Pricing*

• Up to three agents are free.
• Standard: $14 per month per user
• Professional: $23 per month for each user
• Enterprise: $40 per month for each user
• 15-day free trial

*Billed on a yearly basis. You may also select to be billed on a monthly basis.

Email, chat, social media, and phone are all supported by Zoho Desk, a cloud contact center platform. To improve customer service, users may track real-time calls and agent productivity. To improve team productivity, Zoho’s smart ticketing system will automatically categorize and distribute tickets.

However, Zoho Desk’s live call monitoring features are a bit lacking. You won’t have the ability to listen in live on calls or barge in if necessary, which are all features found on Zendesk, RingCentral, and Contact Center by Freshdesk. Instead, you’ll need to rely on call recordings for training opportunities. But for what you pay, Zoho Desk is an affordable call monitoring system and contact center platform.

Features of the Zoho Desk

(Image courtesy of Zoho Desk)

• The headquarters of Zoho Desk is a one-stop shop for all of your statistics, call data, and dashboards.
• Get real-time information on agent availability to know who’s available to handle urgent tickets and who’s not.
• With follow-up interactions, keep an eye on negative comments to guarantee future client happiness.
• Examine ticket traffic to determine whether extra agents and resources are required.
• Use multichannel capabilities to interact with your consumers whenever and wherever they want.

For large teams, Talkdesk is the best call monitoring software.

Talkdesk

3.72 OUT OF 5 I I I I I I I I I I I Our ranking is based on our experts’ weighted assessment of hundreds of comparable items and services.

What We Enjoy

• The user interface is simple.
• Speech analytics and AI quality management are advanced features.
• Several deployment options are available.

What Isn’t There

• Pricing is not transparent.
• There is no free plan available. or free trial
• Minor issues and malfunctions in the app
• The accuracy of voicemail transcriptions isn’t always guaranteed.

A Quick Overview of Talkdesk Pricing

Talkdesk has three different plans to choose from (Professional, Professional Plus, and Enterprise). Pricing, on the other hand, is available upon request.

Talkdesk is an AI-powered contact center that can be implemented on-premise, in the cloud, or a combination of the two. With in-person mentorship and artificial intelligence, you can manage and educate staff with extensive call monitoring tools. The call quality is excellent, and you’ll have no trouble scaling to suit your company’s expanding needs.

Talkdesk Pricing is not transparent., and you’ll have to talk to sales to request a custom quote. However, they do mention that licenses start at $65 per user, per month. At that price point, that’d put Talkdesk as one of the more expensive options on this list.

Despite minor app glitches and vague pricing, Talkdesk is an excellent call monitoring solution for businesses that need a complete quality management system. However, if you don’t need a tool designed to support large teams, you’ll be better off with a cheaper platform like Contact Center by Freshdesk or Zoho Desk.

Features of Talkdesk

Artificial intelligence-assisted transcribing (Source: Talkdesk)

• To help your agent comprehend intent and enhance performance, Quality Management Assist leverages AI and voice analytics.
• Audio quality is never compromised thanks to automatic call quality monitoring.
• Proxy ensures that you always have a backup system in the event of a failure.
• You may listen in on calls in real time without the agent or client knowing.
• You may interact by SMS, phone, social media, and chatbots with omnichannel assistance.

How Did We Pick the Best Call Monitoring Software?

Sales teams and contact centers might benefit from call monitoring software that has a broad variety of features. Some have CRM and VoIP phone functions built in, while others allow managers to listen in on conversations in real time for training and better customer service.

After looking at all the best call monitoring software solutions, we found Twilio Flex is a Twilio product that allows you to to offer the best solution at scale. Its affordable, flexible pricing combined with its APIs with scalability make it an excellent platform for businesses of all sizes. Its comprehensive feature set gives teams complete call performance insight.

The following is a breakdown of our ratings:

25% of the overall score

We looked at whether systems provided free plans, free trials, and variable pricing based on per-user and per-hour fees.

25% of the overall score

We looked at which technologies offered basic functionality like as call recording, analytics, live transfers, and automated attendants.

25% of the overall score

We evaluated which tools provided above-and-beyond features like shared inboxes, agent status notifications, and Customization of APIss.

25% of the overall score

We played around with the software and read customer reviews to discover what new and long-time customers had to say about call monitoring services.

*Percentages based on total score

Conclusion

When it comes to maintaining a high level of quality and customer satisfaction in a call center, robust call monitoring software, such as Twilio, is an absolute must. When choosing a monitoring system, though, it’s critical to understand your center’s requirements. Will you have to take over calls on occasion? Is AI something you’ll need to gauge sentiment, for example? What is your financial plan? All of these questions will assist you in narrowing down your options and locating the goods you need.

The “types of call monitoring” is a list of the 6 best call monitoring software.

Frequently Asked Questions

Which is the best software for monitoring?

A: There is no best software for monitoring. Different tools have different advantages, so you need to evaluate your needs and the information that they can provide. For example, if you are looking at a database of games on Steam with a detailed history of sales data, then something like Microsoft SQL Server would be great because it offers flexible querying capabilities. Visualization products like Tableau or QlikView would also be good choices as well because they offer quick dashboards that can show how many people play certain titles across regions etc..

What is the best calling software?

A: The best software for a phone call is Skype.

What are the types of call monitoring?

A: There are three types of call monitoring services. They include all-inclusive, unlimited and security only.

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