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The definitive 12 best call monitoring software for 2024

Call monitoring software

Call monitoring software can help your team boost CSAT scores, identify coaching opportunities, and much more. The right tool can help you create a playbook for consistent, high-quality service — the ultimate goal of any business that communicates with its customers over the phone.

If your customer-facing team is on the hunt for a call monitoring system, good news: we’ve done the heavy lifting for you. The best call monitoring software of 2024 is:

  1. OpenPhone: Best call monitoring software for small businesses
  2. Zendesk Suite: Best call monitoring software for ticket management
  3. Talkdesk: Best call monitoring software for real-time analytics dashboards
  4. Aircall: Best call monitoring software for international contact centers
  5. Zoho Desk: Best call monitoring software for existing Zoho users
  6. LiveAgent: Best call monitoring software for multi-channel customer support
  7. Freshdesk: Best call monitoring software for SLAs
  8. CallHippo: Best call monitoring software for speech analytics
  9. CloudTalk: Best call monitoring software for customer experience
  10. Kixie: Best call monitoring software for outbound sales teams
  11. Nextiva: Best call monitoring software for desk phones
  12. RingCentral: Best call monitoring software for heads-up display users

Here’s what you should know about call center quality monitoring software, including how to pick the right solution for your business.

What exactly is call monitoring software?

Call monitoring software is designed to provide full visibility over your inbound and outbound calls. There are many different use cases for call monitoring software: from training to quality assurance, it’s a powerful tool for boosting your team’s agent performance. Your company can  use it to record calls between customers and your support team. Plus, depending on the service provider, you can enable additional functions like:

  • Call listening: Listening to or playing back conversations
  • Call transcription: Easily jump to specific parts of a recorded conversation by jumping into the transcribed call
  • Call barging: Taking over phone calls from employees
  • Call whispering: Giving suggestions to the rep without the customer hearing

Call monitoring software is usually bundled with business phone systems so you don’t need to purchase separate platforms for your team.

Just keep in mind not all tools are created equal. 

Keep reading to take a closer look at your options.

Breaking down the best 12 call monitoring tools for businesses

What’s the best call monitoring tool on the market for your team?

Let’s start with the highest-rated solution for small businesses:

1. OpenPhone: Best call monitoring software for small businesses

Call monitoring software: OpenPhone

OpenPhone is an award-winning business phone system with advanced call monitoring software built in. You can record inbound and outbound calls from anywhere in the world, then listen back on conversations or keep records for legal purposes. 

With OpenPhone, you can customize call monitoring settings on each of your business numbers (local US, Canadian, or North American toll-free) so you never have to worry about conversations falling through the cracks. OpenPhone also has built-in call transcription software, allowing you to skim calls or reference information later if a dispute comes up. You can also rely on call summaries with action items to quickly get your bearings whenever you’re faced with a time crunch.

But this just scratches the surface of what you can do with OpenPhone. In addition to our call recording tools and AI-generated transcripts, you can also access: 

  • Shared numbers to split responsibility for incoming calls and texts
  • Ring groups to route calls to the right person at the right time
  • AI-generated text message responses to boost agent productivity
  • Auto-replies to set expectations with customers even while off the clock
  • Analytics designed to track handling time, rep productivity, and call volume

Key features of OpenPhone

  • Free calls and texts to anyone in the US and Canada
  • One free US, Canadian, or toll-free number per user
  • Shared phone numbers
  • SMS and MMS messaging
  • Phone menu (requires upgrade)
  • Text message automations (snippets and auto-replies)
  • Voicemail transcriptions
  • Business hour settings
  • Call recording (includes on-demand recording; auto-recording requires upgrade)
  • Business app integrations (Slack, Zapier, Google Contacts, webhooks, and email come standard)
  • AI call summaries and transcripts (requires upgrade)

OpenPhone pricing

OpenPhone pricing
  • Starter: $15 per user per month for free calling and texting to US and Canadian numbers, one new local or toll-free number per user, voicemail transcripts, and more
  • Business: $23 per user per month for phone menus, HubSpot and Salesforce integrations, AI call transcripts, and more
  • Enterprise: Contact for custom pricing for audit logs, priority support, and a dedicated account manager

Get signed up with OpenPhone in under 15 minutes. First, try out OpenPhone for a week by signing up for our free trial. Then when you’re ready, you can port any existing number (local US, Canadian, or North American toll-free number) to OpenPhone for free. 

2. Zendesk Suite: Best call monitoring software for ticket management

Call monitoring software:  Zendesk Suite

The Zendesk Suite is a customer experience platform with built-in call monitoring software. You can unlock different features depending on the solutions you choose — like the help center, ticket hub, or Zendesk Explore. Then, you can rely on Zendesk’s native analytics platform to track progress toward your KPIs.

Zendesk’s live calls dashboard is a one-stop shop for monitoring ongoing calls, listening to conversations, and barging in on calls whenever reps need an escalation or support. There are more than 1,200 apps and integrations in the Zendesk ecosystem, so you can customize the platform to your business needs.

Many teams use Zendesk as their customer ticketing platform, then pair it with a dedicated business phone so they can easily make calls. Since Zendesk charges per minute for both outbound and inbound calls, working with a separate provider is usually more cost-effective.

Pricey phone calls aren’t Zendesk’s only drawback — text messaging is also limited. You can’t send outbound MMS messages or send more than 250 text messages from one number at the same time. Plus, you can only receive inbound MMS messages on local US numbers, which means you can’t get pictures, GIFs, or documents if you’re using an international number.

Key features of Zendesk Suite

  • IVR (requires upgrade)
  • Call routing
  • Call recording
  • Text messaging (paid add-on)
  • Outbound caller ID
  • Inbound calling

Zendesk Suite pricing

Zendesk Suite pricing
  • Suite Team: $55 per user per month for access to the ticketing system, help center, 1,000 integrations, and more
  • Suite Growth: $89 per user per month to unlock multiple ticket forms, CSAT ratings, business hours, and a self-service customer portal
  • Suite Professional: $115 per user per month for custom and live analytics, skills-based routing, and access to the Advanced AI add-on
  • Suite Enterprise: Contact sales for AI-powered content clues, dynamic workspaces, custom agent roles, and more

3. Talkdesk: Best call monitoring software for real-time analytics dashboards

Call monitoring software: Talkdesk

Talkdesk is a contact center solution with AI-powered tools for monitoring calls. Apart from its customer experience analytics and omnichannel engagement tools, you can integrate with live chat support, self-service workflows, and team collaboration software.

Like Zendesk, Talkdesk offers real-time dashboards so you can always see what your reps are up to. You can quickly glance over calls in the queue and ensure everyone on your team answers customers the same way.

It is possible to purchase US and Canadian numbers through Talkdesk. But you do have to pay extra for inbound/outbound calls, as well as per message per user — which gets expensive fast.

Curious to see how Talkdesk works for your team? Unfortunately, there’s no way to test this without purchasing a paid plan. Talkdesk doesn’t offer a free trial at all, and you can only schedule a demo if you directly contact sales.

Even if you do decide to give Talkdesk a try, you still have to navigate its confusing pricing packages. You have to pay per user per month for the basic plans, then settle for a three-year contract to get the best possible pricing.

Key features of Talkdesk

  • Built-in AI automation
  • Customizable UI
  • 70+ integrations with CRMs and helpdesk apps
  • Live reporting
  • Call analytics
  • Unlimited call recording (requires upgrade)

Talkdesk pricing

Talkdesk pricing
  • CX Cloud Essentials: $75 per user per month for real-time dashboards, business intelligence, access to APIs, interactive voice response (IVR), unlimited call recording, and more
  • CX Cloud Elevate: $95 per user per month for chat, email, SMS engagement, screen recording, and quality management tools
  • CX Cloud Elite: $125 per user per month for custom reporting, performance management, and AI add-on packages

You can also purchase an Elite Cloud Package if you operate in banking, insurance, healthcare, retail, or government organizations. None of these prices are posted online, so you need to contact sales if you want a direct quote.

4. Aircall: Best call monitoring software for international contact centers

Call monitoring software: Aircall

Aircall is a business phone system for sales and customer support teams. You can use call recording, ring groups, and pause-resume recording to keep customer information private.

Unfortunately, the vast majority of Aircall’s call monitoring tools sit behind a paywall. You have to pay an extra $9 per user per month if you want call transcriptions, call summaries, and key topic recognition. These features are available as an add-on only and not built into any of their plans. 

Even if you do choose to pay for this add-on, Aircall’s call recording feature is still limited at best. Unless you upgrade to a more expensive plan, you can only store recordings for up to a year.

There are a few other limitations to keep in mind. With Aircall, you can make unlimited international calls in more than 100 countries. This may be a good option for businesses with an international presence, but it does require a 25-user minimum under the custom plan.

When it comes to sending international text messages, you’re limited to Australia, France, and the UK. You also can’t text images or files, send auto-replies, or text from a number if you have a phone menu set up.

Key features of Aircall

  • Call routing
  • Auto-attendant (IVR)
  • SMS
  • Toll-free numbers
  • Call recording (unlimited storage requires upgrade)
  • CRM integrations

Aircall pricing

Aircall pricing
  • Essentials: $30 per user per month for IVR, 100+ integrations, call recording, and click-to-dial (three-user minimum)
  • Professional: $50 per user per month for mandatory call tagging, a Salesforce integration, and advanced analytics and call monitoring tools (three-user minimum)
  • Custom: Get a custom quote for custom analytics, unlimited worldwide calls, and API developer support (25-license minimum)

5. Zoho Desk: Best call monitoring software for existing Zoho users

Call monitoring software: Zoho Desk

You may be familiar with some of Zoho’s tools, including its CRM, email service, and separate business phone solution.

You can use Zoho Desk to manage customer tickets while monitoring conversations between callers and your agents. The base plan (not including the Free or Express tier) comes with ticket management features and time-saving tools like snippets and advanced search. You can also support customers on social media, live chat, and instant messaging platforms like WhatsApp.

But setting up your phone system with Zoho Desk can be complicated, expensive, and time-consuming. First, you have to integrate with one of their limited telephony providers like Zoho Phone (which comes with per-minute pricing and an add-on fee for other call monitoring tools). Then, you have to upgrade to the Professional plan — you can’t use telephony features like call transfers and call recording on lower tiers.

What’s more,  the Professional plan doesn’t unlock every call monitoring feature on Zoho. If you need access to multi-level IVR, you need to upgrade again to the Enterprise plan ($40 per user per month).

Zoho Desk may be an option for call monitoring software If you’re already using Zoho Phone. But the added complexity and cost of this platform won’t make sense for most businesses.

Key features of Zoho Desk

  • Help service automation (snippets, search)
  • Analytics and call reports
  • SLA dashboards
  • Call routing (requires upgrade)
  • Call recording (requires upgrade)

Zoho Desk pricing

Zoho Desk pricing

Zoho Desk’s call monitoring software is only available on its most expensive plans. These include:

  • Professional: $23 per user per month for call recording, call logging, call routing, caller history, call dashboards, and more
  • Enterprise: $40 per user per month to unlock multi-level IVR

6. LiveAgent: Best call monitoring software for multi-channel customer support

Call monitoring software: LiveAgent

LiveAgent is a customer care platform built for multi-channel support. In addition to help desk management and live chat tools, you can assist your customers via email, social media, and a self-service knowledge base.

There’s a lot to recommend on LiveAgent’s most expensive plan: unlimited call recording, HD video calls, and real-time monitoring are a few of the most popular features. You can also access a dashboard showing all active calls at once and then review your analytics dashboard to keep an eye on key metrics.

Keep in mind you can’t access unlimited call recording, routing, or IVR without upgrading to the Medium business tier ($29 per user per month). You also can’t access time tracking reports unless you upgrade to the most expensive plan, which is nearly twice the cost of the Medium tier.

Need business messaging? LiveAgent may not be your best option. There’s no native SMS integration, which means you likely need a developer to set up a third-party solution.

Key features of LiveAgent

  • Call recording (requires upgrade)
  • Live chat
  • Call routing (requires upgrade)
  • IVR (requires upgrade)
  • Inbound and outbound calling
  • Real-time monitoring and metrics

LiveAgent pricing

LiveAgent pricing
  • Small business: $9 per user per month for real-time dashboards, custom tags, live chat support, and more
  • Medium business: $29 per user per month for satisfaction surveys, call queuing, IVR, and in-call recordings
  • Large business: $49 per user per month for three custom roles, time tracking reports, and audit logs
  • Enterprise: $69 per user per month for priority support, assisted channel integration, custom billing setups, and more

7. Freshdesk: Best call monitoring software for SLAs

Call monitoring software: Freshdesk

Freshdesk is a part of the Freshworks suite designed to manage, prioritize, and resolve helpdesk tickets. Like Zendesk, you can access live chat, automatic ticket routing, auto-responses, and a knowledge base. But unlike Zendesk, it’s easy to set up, quick to customize, and relatively simple to automate tasks.

With Freshdesk, you can use custom reports, live dashboards, and SLA management to improve your reps’ performance. You can also tap into round-robin ticket assignments to smooth out spikes in support traffic. Just know these features don’t come with every tier — they’re only accessible on the Pro plan ($49 per user per month).

Recording calls with Freshdesk is a two-step process. First, you have to sign up for the Freshcaller integration (or one of the company’s five telephony partners). Then, you can purchase a number to make inbound and outbound calls. Most business phone solutions don’t have this frustrating extra step.

Key features of Freshdesk

  • SLA monitoring
  • Reporting and analytics
  • Real-time dashboard
  • Team collaboration tools
  • Call recording and monitoring

Freshdesk pricing

Freshdesk pricing
  • Growth: $15 per user per month for more than 1,000 marketplace apps, track time reports, SLA monitoring, automation tools, and more
  • Pro: $49 per user per month for round-robin routing, CSAT surveys, and AHT reports
  • Enterprise: $79 per user per month for audit logs, skills-based routing, and knowledge base article production

8. CallHippo: Best call monitoring software for speech analytics

Call monitoring software: CallHippo

CallHippo is a virtual phone system for sales, support, and customer success teams. 

You get all the basics with a CallHippo plan, including IVR, third-party integrations, and SMS support. You also have access to advanced tools like live call monitoring, speech analytics, call routing, and a dashboard facilitating team collaboration.

Where CallHippo falls short is with its call recording tools. You’re forced to pay $0.005 per minute to record calls on the Bronze plan, and you need to upgrade to the Silver plan if you want unlimited free recordings. Even if you do upgrade, be prepared for hidden fees. Voicemail transcriptions, caller ID, and even call transcriptions cost extra per month. Warm transfer and conference/three-way calling are also only available on their Platinum plan ($40 per user per month). 

If you want an all-inclusive business phone solution with cost-effective call monitoring software, it may be wise to look for a CallHippo alternative.

Key features of CallHippo

  • Unlimited calls in the US and Canada
  • Call recording (requires upgrade or pay $.005 per minute)
  • Basic IVR (requires upgrade) 
  • Ring groups
  • Power dialer (requires upgrade)
  • Speech analytics

CallHippo Call Center Solution pricing

CallHippo pricing

CallHippo offers a Basic tier at $0 per user per month. It doesn’t offer any call monitoring features, though, so we’re starting with the next tier:

  • Bronze: $16 per user per month for skills-based call routing, paid call recording, target versus achievement analytics, and campaign management
  • Silver: $24 per user per month for free call recording, IVR, call cascading, holiday routing, call tagging and pause/resume recording
  • Platinum: $40 per user per month for multi-level IVR, call barging, call whispering, conference calling, and intelligent reports and analytics

9. CloudTalk: Best call monitoring software for customer experience

Call monitoring software: CloudTalk

CloudTalk is a CX platform designed for customer service and sales teams. Its primary features focus on enhancing the customer experience, including call routing, international numbers, and several dozen third-party integrations.

But you should know CloudTalk’s most helpful features require multiple upgrades. For example, you can’t access SMS messaging without paying for the Essential plan ($30 per user per month). Even if you do upgrade, prepare to pay per-message rates even for domestic messages. You also have to pay per minute for all outbound calls no matter how much you upgrade.

Keep in mind advanced call monitoring features (like call barging and call whispering) are only available on the Expert plan ($50 per user per month). This means the basic plan is mostly limited to call recording software, which may not be enough to support your growing team.

Key features of CloudTalk

  • Unlimited inbound and internal calls
  • Call recording
  • Call monitoring (requires upgrade)
  • Automated call distribution
  • Call queuing
  • International numbers
  • Real-time client dashboard (requires upgrade)

CloudTalk pricing

CloudTalk pricing
  • Starter: $25 per user per month for call recording, call queuing, ring groups, and call tagging
  • Essential: $30 per user per month for advanced analytics, unlimited history, skills-based routing, and real-time client dashboards
  • Expert: $50 per user per month for call barging, call whispering, and unlimited concurrent calls
  • Custom: Get a custom price for developer support, custom reporting, and an SLA agreement

10. Kixie: Best call monitoring software for outbound sales teams

Call monitoring software: Kixie

Kixie is a business phone service designed to speed up an outbound sales team’s workflow by connecting with CRMs. Using the bi-directional integration tools, you can push data from your phone system to your CRM (and vice versa) to keep everyone in the loop.

There are a few unique features to consider with Kixie. The PowerDialer, for example, lets you call up to ten leads at a time with no connection lag. Its handy reporting dashboard also syncs recordings with your CRM, which means you can listen back on conversations at any time from either platform.

But Kixie’s unique call monitoring features come at a higher price. The starting plan is more expensive than other providers, even though it comes with fewer core features (like call whispering, for example). 

If you want to make unlimited calls in the US and Canada, you have to pay an extra $30 per month. You also can’t access the multi-line auto-dialer unless you upgrade to the most expensive plan. 

Speaking of expensive: if you want more advanced call monitoring features, be prepared to pay for add-ons. Conversation intelligence, which can help you coach your team, requires you to contact sales for a quote.

If you don’t need third-party integrations, call transcriptions, or PowerDialers, Kixie may be a suitable option for your business. But if all the above is a dealbreaker for you, it’s time to look for a Kixie alternative.

Key features of Kixie

  • Call recording
  • Automatic lead dialing (upgrade required)
  • IVR
  • CRM integrations with call, text, and call recording logging and follow-up emails

Kixie pricing

Kixie pricing
  • Integrated: $35 per user per month for call recording, live call boards, sales leaderboards, recording dashboards, call disposition routing, and more
  • Professional: $65 per user per month for inbound call queues, live call coaching, and integrations with Zapier and Slack
  • Outbound Power Dialer: $95 per user per month for the single-line and multi-line PowerDialer and campaign and session management tools
  • Ultimate Revenue: Contact sales for pricing to unlock CRM-synced call transcriptions, custom integrations, AI-powered sentiment analysis, and more

Just keep in mind unlimited minutes cost $30 per user extra on top of your monthly fee.

11. Nextiva: Best call monitoring software for desk phones

Call monitoring software: Nextiva

Nextiva is a legacy VoIP provider for mid-sized businesses and customer service teams. They offer two sets of plans to serve their different audiences: a Business Communication suite and a Contact Center suite.

With Business Communication plans, you can make unlimited voice and video calls from Nextiva’s desktop app, mobile app, or desk phones (sold separately). Call recording, texting, and voicemail transcriptions all require upgrades, so don’t expect to use the base plan for more than just simple phone calls.

Contact Center plans offer a little more support: you can access call recording, geo redundancy, and interaction analytics right from the get-go. Upgrading unlocks quality management tools as well. Since call recordings on a Contact Center plan include IVR responses, you can automate routine tasks and save more time for your team.

But Nextiva’s Contact Center plan isn’t an all-in-one solution. You’re required to purchase a separate Business Communication plan if you want to make calls and texts. This doesn’t include the cost of add-ons like CRMs, real-time reporting dashboards, or intelligent virtual agents. So be prepared for an expensive price tag — and without transparent pricing, it may be hard to prepare for the sticker shock.

Want to try before you buy? This isn’t possible with Nextiva. The most you can do is contact sales for a demo, which may or may not give you a feel for the platform.

Key features of Nextiva

  • Customer sentiment dashboard
  • Geo redundancy
  • Call recording
  • Video meetings
  • Auto-attendant (requires upgrade)

Nextiva pricing

You can get two different types of plans with Nextiva:

Nextiva pricing

Contact Center

  • Core: Contact sales for Nextiva’s business phone service integration, call recording, geo redundancy, and blended inbound/outbound calls
  • Premium: Contact sales for access to channels like chat, email, and SMS (along with essential quality management tools)
  • Optimum: Contact sales for enterprise quality management tools, proactive notifications, and enterprise workforce management software
  • Ultimate: Contact sales for interactions analytics, graphical no-code workflows, and the entire workflow automation suite
Nextiva contact center pricing

Business Communication 

The fewer users you have on a Business Communication plan, the more you have to pay. For teams of one to four users, here’s what you can expect:

  • Essential: $23.95 per user per month for call history, call log reports, and dashboards
  • Professional: $27.95 per user per month for mobile SMS and MMS, CRM integrations, and multi-level auto attendants
  • Enterprise: $37.95 per user per month for call recording, voicemail transcriptions, and advanced integrations (like Bullhorn and the Oracle Sales Cloud)

12. RingCentral: Best call monitoring software for heads-up display users

Call monitoring software: Ring Central

RingCentral is a cloud-based phone system offering unified communications. Like Nextiva, the company caters its call monitoring software to two separate audiences: traditional offices and contact centers.

RingCentral’s Phone System solution offers video, chat, and calling tools. The base plan comes with 25 texts per user per month, 100 toll-free minutes per user per month, and basic on-demand call recording. Call monitoring tools (like whisper, barge, and takeover) require you to upgrade to the Advanced plan ($25 per user per month). If you do choose to upgrade, be prepared for call recordings to expire after 90 days. Upgrading to the Ultra plan ($35 per user per month) supposedly provides ‘unlimited’ storage, but you’re still capped at 100,000 automatic call recordings per account and just 200 on-demand call recordings per user.

Call monitoring features are much more robust on RingCentral’s Contact Center plan. First, you can create call monitoring groups to observe extension calls in real time. Then, you can use the heads-up display (HUD) to interrupt or take over calls on any extension in the group. If you want to coach agents in real time, you can enable the call whispering functionality.

But there are several downsides to using RingCentral, especially as a growing team. For example:

  • You’re limited by the number of toll-free minutes and SMS messages you can send per month (no matter how much you upgrade)
  • Their pricing setup is extremely confusing and could quickly blow your budget
  • Additional call monitoring tools come with expensive add-ons (such as interaction analytics, which gives reps feedback in real time)

If you need call monitoring software with unlimited calling and texting functionality or if you want to save your recordings without the threat of data retention policies, you should go with another tool.

Key features of RingCentral

  • SMS support
  • Call whisper, takeover, and barge
  • Local and toll-free Canadian numbers
  • Voicemail to text
  • Document sharing
  • Call log reports

RingCentral pricing

Like Nextiva, RingCentral offers two types of plans:

Ring Central pricing

Contact Center 

  • Ring CX: $65 per user per month for call recordings, skills-based routing, real-time and historical reports, customer surveys, and performance management tools
  • Contact Center Enterprise: Contact sales for advanced IVR, call, screen, and digital recordings, post-call speech analytics, and advanced customer surveys

If you’re not looking for this level of support, you can look at less expensive plans:

RingCentral phone systems pricing

Phone Systems

  • Core: $20 per user per month for IVR, SMS and MMS, unlimited domestic calling, and on-demand call recording
  • Advanced: $25 per user per month for automatic call recording, call whispering and call barging, essential analytics, and advanced call handling
  • Ultra: $35 per user per month for unlimited call recording storage (still subject to time-based deletion policies), enhanced business analytics, and device analytics and alerts

Essential features of call monitoring software for small businesses

Before choosing the right call monitoring software for your business, be sure your provider offers these basic features:

  • Call recording and transcripts: The foundation of any call monitoring program should be easy-to-use call recording features. You should also have access to call transcripts as well, especially if you’re tight on time and need to quickly review a conversation.
  • Analytics and data reporting: It’s easier to manage what you can measure. Data reporting helps you get a strong grasp of your performance indicators (like handle time and CSAT scores), then helps you track progress over time and monitor ebbs and flows.
  • Team collaboration tools: Great customer support isn’t a solo affair — and equipping your business with collaboration tools benefits everyone. Internal threads and mentions, for example, let agents message other reps while on a call so customers can get their questions answered without breaking the flow.
  • Call routing: The last thing customers want is to bounce between departments looking for answers. With the right call routing tools (like phone menus, call transfers, and round-robin groups), you can seamlessly direct callers to the right number, agent, or department.

How to choose a phone solution with call monitoring software for your business

Feel overwhelmed by all your options? You’re certainly not alone. But the sooner you work on narrowing down your options, the sooner you can make an informed decision for your business.

Use these four steps to pick the right phone solution:

  1. Identify goals: Before you start looking at specific platforms, consider your goals and the features helping you get there. What are the must-haves and key features you need? Which features will help your support team as you scale?
  2. Shortlist options: Once you’ve identified the features you need, cross off any providers missing the mark. This should leave you with a much more manageable shortlist, hopefully with four providers or fewer.
  3. Read customer reviews: The best way to get a feel for a business phone solution is to scroll through its reviews and look for common throughlines. You can check sites like G2 or Capterra to find red flags and other tip-offs (like unresponsive support, for example). If any phone providers fail the smell test, immediately cross them off the list.
  4. Trial the best tools: The best way to decide between your final options is to sign up for a free trial and test the platforms yourself. You need to spend at least a week testing the major features, then monitor customer support teams for both speed and quality. If there’s a provider on your list without a free trial, you may want to re-evaluate whether it should stay on your shortlist.

Remember: settling for the cheapest option could cost you more in the long run — especially if you have to purchase more licenses or migrate platforms in the future. Be sure to invest in a solution today with the features you need tomorrow. That way, the platform you choose can scale with your team and help you avoid growing pains in the future.

Let OpenPhone help you improve every customer interaction

Call monitoring software is an excellent tool for customer service managers and the agents they supervise. Choosing the right platform comes down to your specific needs, as well as the features you want to support your team.

Just know call monitoring software isn’t a silver bullet — it doesn’t offer everything you need to build better relationships with your customers. The key is to focus on a well-rounded business phone system to scale your brand as it grows. And for hundreds of small businesses on the hunt for call monitoring tools, OpenPhone is the best solution.

Get started with a seven-day free trial of OpenPhone.

FAQs

What is the difference between call monitoring software and call recording software?

Call recording software is exactly what it sounds like: a tool that records calls between customers and call center agents. Call monitoring software enables call recording plus additional features, including call whispering, call barging, and call takeover.

Is call monitoring software legal?

Under federal law, you can monitor any business-related calls for training and feedback purposes. Just keep in mind that state laws vary, so you should always notify customers before recording their calls.

How much does call center monitoring software cost?

The cost of call monitoring software depends on the solution you choose. Some platforms start at $15 per user per month, while others cost hundreds of dollars plus usage fees (including phone minutes and message credits).

What features do call centers often seek with monitoring software?

If you’re managing a call center and seeking out options, your team may be interested in call listening or three-way calling functionalities in addition to features including automatic recordings, call transcriptions, and summaries.

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