10 Best Call Monitoring Software in 2024

One of the essential aspects of your business is your customer service because, after all, without customers, you won’t make money. So, the best way to grow your business is to ensure that you provide clients with maximum customer experience.

So how do you ensure the best customer experience? Well before the advent of technology, businesses used traditional dial pads. These dial pads did the job at the time, but as technology boomed, people came up with more innovative and efficient ways to handle customer communication.

Call monitoring software helps businesses adequately respond to customers swiftly and decisively. However, not all call monitoring software does what your business requires. If you implement the wrong software, you could be tripping your salesforce with a solution that doesn’t do enough for your staff and customers. 

To help you avoid this pitfall, we’ve curated a list of the best call monitoring software to help you facilitate an excellent customer experience.

Best Call Monitoring Software

Here are the best call monitoring software:

1. DialedIn

DialedIn formerly known ChaseData as is a powerful and affordable call center software solution designed to provide the functionality to both inbound and outbound call center teams. It is a perfect tool to help businesses attend to their customers in real-time. 

DialedIn offers businesses so many features like call logging for up to 90 days, call recording, live chat, compliance management, answering machine detection, call conferencing, and a lot more. The software is highly customizable, and the dashboard is very easy-to-use.

This call software provides businesses with insane dialing capabilities ranging from auto, predictive, preview, and progressive dialing. Users are also provided with a local caller ID feature to help identify their local customers before answering the call.

Customer satisfaction is a top priority with DialedIn as the software provides customers with quick, efficient, and personalized calls to ensure that your customers always feel at home when they call up your service.

Also read: Top 10 best VoIP apps for Android and iOS

See also: Best Auto Dialer Software

2. CloudTalk

CloudTalk is a cloud-based contact management solution that provides businesses and call teams with features to help streamline their communication via virtual call systems. The software boasts of over 140 national phone numbers powering the call centers of popular brands like Mercedes, Fujitsu, Revolut, and more.

With thesis software, executives can manage and monitor all inbound and outbound calls and extract call history from several sources to provide customers with quick and personalized support.

Notable features of CloudTalk include automated call distribution, custom reporting, interactive voice response, and a lot more. Businesses are also provided with insight into staff and employee performance via its analytics feature. CloudTalk also integrates seamlessly with CRM like salesforce and popular eCommerce solutions.

3. Zendesk

Zendesk is a call center support solution that integrates with Zendesk Support Suite to help improve your customer experience via call monitoring. The software allows executives to listen to calls in real-time without alerting the agent or customer, reducing the agent training period and improving the customer experience.

With Zendesk, users can engage their customers in a one-on-one conversation to build customer relationships.

Zendesk provides users with excellent features like interactive voice response, integrated voice, and group conversations and allows agents to connect directly with clients without the client disclosing the issue; while the call is redirected, agents can catch up on customers’ details.

Agents can access Zendesk via a mobile app on Android and iOS or via a modern web browser.

4. Five9 Contact Center

Five9 is an excellent cloud call center service and support software for inbound, outbound, blended, and omnichannel call centers worldwide. It allows agents to streamline their workflow by providing an excellent customer experience via phone, email, live chat, and more.

The software utilizes Natural Language Processing powered by Five9’s AI engine to automatically direct customer calls to the right agent while also providing agents with customer intent data that shows real-time information about the customer before picking the calls.

Other outstanding features of Five9 include automatic routing and call distribution, four different adjustable dialing modes, IVR speech recognition, call tracking metrics, an automated chatbot, all controlled by an easy-to-use activity dashboard.

Five9 offers extensive customization capabilities, and the call center can be installed and up and running in a couple of days. 

5. Dialpad

Dialpad is an all-in-one cloud communication powered by a robust AI system that aims to be much more than a business phone.

This platform provides businesses with features like voice calling, messaging, and meetings all in one software. Users are assured of receiving the latest features and security as Dialpad updates its software almost every two weeks, ensuring that you’re always provided with the latest features and enhanced security.

Dialpad provides businesses with some excellent features not limited to Auto dialing, CRM, Caller ID, IVR speech recognition, Live chat, reports, and analytics page that gives businesses a comprehensive overview of their inbound and outbound calls.

With this software, users don’t have to worry about accessibility as Dialpad provides you with a powerful mobile app compatible with both iOS and Android, which provides the exact features included in the desktop version.

Dialpad readily integrates with popular office solutions like Microsoft Teams, Hubspot, Intercom, Salesforce, Slack, and a lot more. Pricing is also very attractive as Dialpad costs just $15 per user per month billed annually or $20 per month billed monthly, and they also offer a free trial.

6. VanillaSoft

VanillaSoft is an enterprise-grade call center VoIP solution that is intuitive, easy to use, and very scalable to implement. The service is trusted by famous brands like the University of Cambridge, University of Illinois, US Health Group, etc. With VanillaSoft, your sales teams are provided with enhanced functionality to facilitate their day-to-day operations.

Some notable features of the platform include automated call recording so that your team can review for further sales training or legal reasons, Voicemail drop that allows you to leave pre-recorded voicemail messages with just a click, inbound call screen pop that allows agents to identify who’s calling and gain some background information before answering the call, live call monitoring and many more.

7. Talkdesk

Talkdesk is a cloud-based call center solution that helps businesses unlock their potential for a great customer experience. The platform provides users with hundreds of new features and integrations every year to ensure that customers receive the most robust and up-to-date management features.

The software is very intuitive and easy to use while also providing users with complex and useful functionalities like automatic call distribution, interactive voice response, call routing, customer intent feature that redirects customers to the most qualified agent to answer their calls.

Talkdesk provides businesses with valuable customer data like purchase history, caller’s name and image, and contact history to increase the personalization of their conversations. Also, whenever a new customer calls, Talkdesk automatically creates and builds up a new profile for the customer; when next they call, agents will have sufficient data to interact with the customers.

8. FreCallTracking.AI

FreeCallTracking.AI is an AI-powered call monitoring software that empowers marketing teams with industry-leading features to help improve their return on investment and boost customer experience.

The platform provides users with features grouped into several categories ranging from call recording, call tracking, dynamic number insertion, call routing, and many more. With this software, users can track the sources that lead to a customer call to help determine the most productive advertising streams to avoid unproductive marketing activities.

Users are provided with a mobile app that allows them to access the service anywhere. They’re also provided with robust ROI reports that display graphical data of results from each marketing channel. The platform also provides users with real-time notifications and alerts, allowing you to respond promptly to missed calls.

FreeCallTracking AI integrates seamlessly with various sales automation tools you might implement in your business like Salesforce, HubSpot, Facebook, etc.

9. Ringrover

Ringover is a call monitoring software that provides users with unlimited call time to over 110 countries. It is a cloud-based solution that helps businesses connect faster and easier to better prospects and customers. 

Users can set up the software in the cloud, add numbers, and users, with just a couple of clicks, can make calls to over 110 countries. Ringover provides users with features ranging from video conferencing, group messaging, call whispering, and many more. 

The software integrates well with leading CRM and helpdesk tools. Since the software is deployed remotely, users can access the service remotely regardless of the time and location. 

10. LiveAgent

LiveAgent is an all-in-one call monitoring solution that helps businesses provide their customers with excellent customer support. The software is packed with tons of features to help users impress customers with swift and knowledgeable customer responses. 

Some notable features of LiveAgent include a Universal Inbox that functions as a regular email or inbox but works a lot smarter. It also features a ticketing functionality that automatically sorts your company’s communication. Users can automate their workflow through time, action, and SLA rules that set targets for your teams to provide a consistent, high-quality customer experience. 

LiveAgent also offers help desk features like Automation, Email Piping, POP3 Accounts, Live Chat, Chat invitations, and many more. The software requires no setup fee, and for a base subscription of $15, you’re offered a well-curated list of excellent customer service functionalities. Users can also opt for a free trial which requires no credit card. 

Conclusion

Customer service is one of the most critical factors that contribute to the growth and success of your business. If customers have a swell time when using your service, they’re bound to come back, but if the customer experience is a write-off, not only will they not come back, they’ll go on to give you a bad review which can damage the reputation of your business.

To provide your customers with the best experience they can get, employ any of these services we’ve listed; you’ll promptly attend to calls, offer real-time support, and ultimately please your customers.