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Avaya UCaaS
Avaya UCaaS
Avaya OneCloud UCaaS (formerly (formerly Avaya Aura Contact Center)) is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized int...Read more about Avaya UCaaS
3CLogic
3CLogic
3CLogic is a leading cloud contact center platform modernizing enterprise communications for employees and customers. Built on AWS, the solution provides advanced and scalable speech-enabled offerings for leading CRMs, including S...Read more about 3CLogic
8x8 Contact Center
8x8 Contact Center
Virtual Contact Center by 8x8 is a cloud-based call center solution for small to midsized businesses. In addition to call center functionality, this solution also supports other interaction mediums such as voicemail, email, web ca...Read more about 8x8 Contact Center
AireContact
AireContact
AireContact is a cloud-based contact center solution that provides call center interaction and management tools for multiple channels of communication. The product caters to businesses of all sizes and allows users to create campa...Read more about AireContact
Bright Pattern
Bright Pattern
Bright Pattern is a cloud-based contact center software solution which helps businesses manage multichannel service including inbound and outbound voice, email, chat, and social media. Bright Pattern scales from 5 to 10,000 concur...Read more about Bright Pattern
ChaseData CCaaS
ChaseData CCaaS
ChaseData CCaaS 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 inclu...Read more about ChaseData CCaaS
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 about Nextiva Call Center
Talkdesk
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
VanillaSoft
VanillaSoft
VanillaSoft is a cloud-based sales management solution that combines features for CRM, lead management and telemarketing which helps sales teams in businesses manage their daily operations. VanillaSoft uses a queue-based sort...Read more about VanillaSoft
bxp software
bxp software
bxp software is a cloud-based customer management solution made up of four separate modules that can be utilized individually or combined to create a multi-functional solution. These modules include contact center management, cust...Read more about bxp software
crmConnect
crmConnect
crmConnect is a cloud-based customer relationship management platform suite that includes tools to manage sales automation, field service, customer support, social CRM, call center and channel management. With crmConnect, c...Read more about crmConnect
Five9
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
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 about NICE CXone
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 about Dynamics 365
OptifiNow
OptifiNow
OptifiNow is a modular Sales Automation platform that streamlines the day to day activities of sales professionals. By offering the system on a modular basis, clients can adapt the solution to meet their specific needs. The system...Read more about OptifiNow
PIMS Dialer
PIMS Dialer
The PIMS Dialer is flexible, scalable, and secure. It’s a cloud-based application, and the servers are housed in a state-of-the-art facility that’s operated around the clock, delivering extremely reliable uptime. Companies can cus...Read more about PIMS Dialer
MiContact Center Business
MiContact Center Business
Mitel MiContact Center is a hybrid contact center solution that caters to businesses across various industries such as hospitality, healthcare, government, education and service providers. The solution can be accessed via web brow...Read more about MiContact Center Business
Huawei eSpace Contact Center
Huawei eSpace Contact Center
Huawei eSpace Contact Center is a cloud-based contact center solution that caters to various industries such as education, finance, healthcare, government, manufacturing and energy. The solution supports sharing of resources,...Read more about Huawei eSpace Contact Center
Genesys Cloud CX
Genesys Cloud CX
Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at any...Read more about Genesys Cloud CX
Vonage Contact Center
Vonage Contact Center
NewVoiceMedia’s tight integration with Salesforce is reflected in its AppExchange 5-star rating and the large number of positive reviews. The solution is designed to work in tandem with Salesforce capabilities and data to deliver ...Read more about Vonage Contact Center
Popular Call Monitoring Software Comparisons
Buyers Guide
Last Updated: November 21, 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.