10 Best AI-Powered Call Monitoring Software: Our Top Picks

The success of a call center depends heavily on its interactions with customers. That’s why it’s important to monitor every interaction to ensure a satisfactory and consistent experience.

It not only helps detect recurring problems but also allows proactive solutions to improve customer interactions. Therefore, every call center needs software that helps monitor and assess calls.

Join us as we explore the top 10 call monitoring software with their key features.

What is Call Quality Monitoring?

Call quality monitoring is the assessment of agent-customer conversations over the call. This involves recording the calls, checking the conversation quality and evaluating the resolutions for customer satisfaction and business impact.

Top 10 AI-powered Call Quality Monitoring Software

Here’s a list of the top 10 call monitoring software with their detailed features and pricing to help you make informed decisions:

1. Exotel

Exotel is a cloud-based communication solutions platform that offers call monitoring features that transform the way organizations manage their telephony and customer interactions. Its core features include advanced call management, which provides businesses with powerful tools to handle and streamline their communication processes.

The solution is suitable for companies of all sizes, is scalable, and can quickly adapt to any business needs.

Key features

• Custom dashboards to track agents’ performance in real-time, with options like snooping, barging and whispering
• The supervisors can quickly evaluate agents and train them using smart call recordings
• Custom SLA configuration and notifications on reaching KPI thresholds for metrics like call duration and hold time
• Agents can monitor their own performance with metrics like calls taken, call handling and wrap-up time
• Voice logger and archiver to keep track of customer-agent interactions for up to three years

Pricing: 

» Custom pricing available on request

2. CloudTalk

CloudTalk is a reliable call-monitoring software that helps you enhance customer interactions by automating repetitive tasks, predicting user behavior, and providing valuable insights to agents. It uses AI to summarize calls, analyze conversations, and derive insights to create accurate profiles. It also offers AI assistance to agents that provides real-time recommendations for in-flight objection handling, reference or icebreaker suggestions, and follow-up emails based on call content.

Key features:

• Call whisper to provide agents advice during ongoing calls without letting the customer notice
• Call listening to evaluate agent performance and identify areas to improve
• Call barging on live calls to give a hand whenever needed
• AI-powered insights to predict user behavior
• VIP queues that prioritize valuable customers

Pricing:

» Starter – $25/month per user (billed annually)

» Essential – $30/month per user (billed annually)

» Expert – $50/month per user (billed annually)

» Contact sales for custom pricing

3. Talkdesk

Talkdesk is call-monitoring software that enables sales and service teams to engage with customers. It offers AI-powered features with powerful intelligence and routing features for tailored client connections. Whenever a call is missed, Talkdesk sends an email attaching call data, a voicemail recording and a transcription so that managers can catch up on what was missed.

Key features:

• Call whisper allows supervisors to give advice and direction to agents during ongoing calls
• Call barging allows a third person to listen to the agent-customer conversation
• Supervisors or trainers can take over calls rather than an inexperienced agent
• Call recording to improve customer service by enabling call centers to record live conversations and offer guidance to agents after

Pricing:

» CX cloud digital essentials – $85/month per user

» CX cloud elevate – $115/month per user

» CX cloud elite – $145/month per user

4. Sprinklr

Sprinklr Service is modern customer care and call monitoring software designed to manage customer interactions easily. It efficiently handles customers and feedback with automated responses to common questions, sentiment analysis, and the identification and categorization of customer emotions for better engagement. Its analytics and reporting capabilities provide insights into customer service performance and trends.

Key features:

• Track omnichannel data to gain insights and context to personalize support
• 24×7 support with IVR and modern messaging channels like WhatsApp and Messenger
• Real-time performance dashboard to streamline workforce management
• Speech analytics tools to listen to calls and identify customer sentiment 
• Automate quality and performance monitoring to drive better agent responses and call center workflows

Pricing:

» Self-serve customer service – $199/month per user

» Custom CCaaS pricing available on request

5. Zoho Desk

Zoho Desk is a cloud-based call monitoring software that simplifies call center workflows. Using the platform, you can track and organize customer interactions across media, automatically assign tickets, escalate issues, and notify call agents about call center rules. Agents can also tailor their tabs and email templates to deliver personalized service to their clients.

Key features:

• Supervisors can listen in on conversations with call barging
• Call whispering allows supervisors to coach agents behind the scenes
• Call takeover to enable supervisors to participate in ongoing conversations
• Missed calls are automatically converted into tickets
• Call recording to enable supervisors to monitor conversations

Pricing:

» Express – $7/month per user

» Standard – $14/month per user

» Professional – $23/month per user

» Enterprise – $40/month per user

6. Freshworks

Freshworks is an ideal solution for businesses looking for VoIP-enabled call monitoring software to easily manage contacts and develop a business. The cloud-based platform provides streamlined inbound and outbound solutions for your company’s customer service agents. Business can also customize their brand’s support experience such as custom greeting options, call queue sizes, warm transfers and more.

Key features:

• Supervisors can access real-time metrics like average wait time and talk time
• Call barging and call recording to allow supervisors to monitor and guide agent conversations
• Service level monitoring enables managers to get a visual representation of service level targets and how well the call center is performing against the set targets
• Abandoned call metrics to understand and analyze where the call drops are happening in the call journey
• Call center reporting and analytics to evaluate existing processes and conversations

Pricing:

» Growth – $15/month per user

» Pro – $49/month per user

» Enterprise – $79/month per user

7. Zendesk

The Zendesk call monitoring software helps call centers create a smooth customer experience. The platform helps teams quickly solve problems while tracking and increasing phone support operations. Supervisors can track and asses all agent interactions with customers to identify areas of improvement. This includes call recordings of customer interactions and queue volumes displayed in real-time metrics and reporting.

Key features:

• Automatic call recording to monitor customer interactions, confirm details and train new employees
• Advanced AI to understand common customer issues, route tickets, and provide actionable insights
• Performance dashboard to allow agents to compare themselves with colleagues on key metrics like customer satisfaction, ticket volume, and first response time
• Phone integration allows support team members and supervisors to leave notes, assign tickets, and transfer calls to other team members

Pricing:

» Suite team – $55/month per agent

» Suite growth – $89/month per agent

» Suite professional – $115/month per agent

» Suite enterprise – Talk to sales

8. Enthu.ai

Enthua.AI offers end-to-end call center solutions, which improve the monitoring process and quality assurance through systematic feedback collection and speech analytics. It can also auto-surfacing calls requiring urgent attention and helps agents skip through calls to find the important ones instead of randomly scrolling through them.

Key features:

• Detailed call review identifies and analyzes critical moments in a conversation
• Built-in evaluation module to rate calls, give feedback and share notes instantly with agents and supervisors
• Agent-wise analysis to identify the calling patterns of each agent across multiple dimensions and call moments
• Highlights crucial call moments, giving you access to entire call summary

Pricing:

» Custom pricing available on request    

9. Genesys

Genesys is comprehensive call monitoring software to manage multiple channels like voice, chat, email, and text. It provides a unified communication system for a smooth customer journey. The platform also includes interaction insights in live dashboards and provides weekly upgrades to enhance its services.

Key features:

• Interaction recording across all channels as long as you need
• Conversational analytics to identify what interactions to focus on for evaluations
• Speech analytics to understand the quality of interaction and evaluate employee performance
• Screen record to get the overview of customer interactions and identify process adherence, interaction quality, training opportunities and more

Pricing:

» Genesys cloud CX 1 – $98/month per user

» Genesys cloud CX 2 – $149.5/month per user

» Genesys cloud CX 3 – $201.5/month per user

10. Nextiva

Nextiva is cloud-based call-monitoring software that streamlines client and internal communications. It can track calls from multiple phones, divert call routes to designated agents, and report agents during calls. It also features real-time coaching through its barge-in feature.

Key features:

• Call screening features like selective call rejection, selective call acceptance, and do not disturb
• Automatic call recording for review and rating
• Speech analytics utilizes AI to flag important calls based on emotions, keywords, and other metrics
• Real-time performance dashboards provide an overview of crucial metrics like agent activity and call volumes

Pricing:

» Digital – $20/month per user

» Core – $30/month per user

» Engage – $40/month per user

» Power suite – $60/month per user

Benefits of Call Quality Monitoring Software

Call quality monitoring software offers several benefits to call centers and their customers, such as:

1. Improved Customer Satisfaction

Businesses can ensure high-quality customer service by monitoring and analyzing call interactions. This can lead to better customer experiences and increased loyalty.

2. Enhanced Agent Performance

The call center monitoring software provides feedback on agent interactions, helping them identify areas for improvement. This leads to more effective agents and higher productivity.

3. Better Training & Coaching

Managers and supervisors get detailed insights into call quality, which helps them offer targeted training and coaching based on accurate data. This can help agents develop their skills more efficiently.

4. Increased Compliance

The software ensures adherence to industry regulations by tracking compliance issues, providing tools for redacting sensitive information and ensuring that legal guidelines are followed during calls.

5. Early Detection of Problems

Monitoring calls enables businesses to detect recurring customer interaction issues, allowing them to address problems proactively before they escalate.

Features to Look for When Evaluating a Call Monitoring Software

To ensure comprehensive performance tracking and improvement, it’s important to consider the following features when evaluating call-monitoring software:

1. Real-time Monitoring

The software should allow supervisors to listen to live calls and assess ongoing interactions to provide immediate feedback when needed.

2. Call Recording

This feature is essential for easy access to pass calls, allowing for in-depth analysis and training.

3. Advanced Reporting Capabilities

Supervisors and business leaders can utilize reports and dashboards to see how agents perform against the established call monitoring standards.

4. Speech Analytics

To identify customer concerns and agent performance, speech analytics can automatically detect sentiment, keywords, and call patterns.

5. Quality Scoring & Reporting

A robust scoring system can rate calls based on pre-defined criteria, and reporting can provide insights into agen performance trends and areas for improvement.

6. Agent Coaching Tools

Look for features that allow easy feedback, such as scorecards, coaching alerts, or in-line commenting for agent development and continuous improvement.

7. Integration Capabilities

The tool should integrate with your CRM, ticketing systems and workforce management tools for better data flow and operational efficiency.

8. Scalability & Customization

The solution must scale with your business and offer customizable options to adapt to your call center needs.

Monitor Calls & Take Actions Using Exotel

Exotel is a cloud platform that helps businesses optimize their customer communication. Its call center solution offers call monitoring dashboards for agents and supervisors to monitor key performance indicators in one place and improve the customer experience.

You can request a demo now to learn more about how it can help improve your existing call center operations.

FAQs

1. What is Call Monitoring?

Call monitoring is the process of listening to and evaluating agent-customer calls, either in real-time or by reviewing recordings, to improve communication and customer service.

2. How Much Does Call Monitoring Cost?

The cost of call monitoring software can differ from platform to platform, depending on the software and features.

3. What is a Call Screening Software?

Call screening software helps you identify and respond to incoming calls with features such as caller ID, call routing, call blocking, etc.