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Monitor and Improve Every Business Call With AI Call Monitoring
Monitor every business call — track, listen, and evaluate live or recorded call conversations, and assess your team or agents’ performance with The Telephony Co’s AI Call Monitoring Software.
What is Call Monitoring?
Call monitoring is a simple process used to track and analyze business phone conversations. It allows businesses to easily listen to both live and recorded calls. Through the monitoring, they can assess agent performance, ensure call quality, train staff, and maintain compliance. It also helps improve service delivery, resolve disputes, and better understand customer needs.
What is Call Monitoring Software?
Call Monitoring Software is a technology service specifically designed for businesses that handle a high volume of daily calls. It has become an essential tool for call centers, allowing them to monitor agent performance through a call monitoring system. With this software, supervisor and managers can listen live and recorded calls, and even join ongoing calls to hear conversations between agents and customers in real time.
Our AI-based Call Monitoring Software supports all types of businesses—whether they handle inbound, outbound, or both types of calls. It works seamlessly across all devices, including mobile phones (Android & iPhone), desktops, and supports calls made via VoIP phones, internet-based calling, or traditional phone numbers.
Get your AI based call monitoring system to track and monitor every important service call.
Features that Businesses Get with Call Monitoring
Whisper Coaching
Call Whisper is a process where supervisors and manager can guide agents during live calls without the customer hearing. This allows agents to improve their performance in real time while the call is ongoing.
Call Barging
If an agent struggles to handle a customer, a manager or supervisor can barge into the call. Both the agent and the customer can hear and speak with the manager, helping resolve the issue more effectively and ensuring a better customer experience.
Live Call Listening
It is a simple process in which a supervisor or manager can listen to a live call between an agent and a customer. This feature is commonly used in call centers and customer support services to ensure quality and performance.
Call Recording & Playback
With call monitoring, every inbound and outbound call is recorded and can be easily replayed for quality checks and compliance. Call recordings also assist in addressing long-standing issues by providing clear reference to previous interactions.
Supervisor Call Control
If a supervisor or manager is monitoring a live call and notices that the agent is struggling to handle the customer, they can take over the call in real time by removing the agent from the conversation. This often happens with new or less experienced agents.
Unified Communication Monitoring
No matter which channel an agent uses to communicate whether it is social media, phone calls, web chat, voice calls, video conferencing, or team messaging apps. Managers can easily monitor all interactions through a unified dashboard.
Benefits of Call Monitoring for Businesses
Improve Customer Experience
By analyzing call quality and agent behavior, businesses can consistently deliver better service and resolve issues faster.
Identify Training Needs
Call monitoring helps determine how skilled an agent is when speaking with customers and whether they need additional training. It also allows businesses to design custom training programs using real call data as examples.
Analyze Customer Behavior
Get insights into customer preferences, common concerns, and buying behavior through voice analysis and call patterns helping improve sales and support.
Boost Agent Productivity
Through monitoring, all agent calls are supervised to ensure they collect customer feedback, communicate effectively, and provide accurate information—leading to improved agent efficiency and performance.
Resolve Problem Quickly
Sometimes, agents and customers may get into an argument during a call. If the call is being monitored by a manager or supervisor allows the issue to be resolved quickly and professionally.
Improve Customer Retention
Retain customers with consistent, high-quality service. Real-time monitoring and performance insights help identify issues early, improve agent interactions, and boost satisfaction—turning unhappy customers into loyal ones.
Why Call Centers Choose The Telephony Co’s Call Monitoring Solution
The Telephony Co provides businesses with a high-tech call monitoring solution, equipped with top features and benefits—making it the first choice for many businesses.
Easy to Use Dashboard
We’ve designed our dashboard so simply that anyone can use it with ease. Whether it’s setting up recording, monitoring calls, analyzing data, or managing calls all without any technical skills or training.
Free Setup and Training
The Telephony Co provides businesses with a free setup and full training, ensuring they can start using the system without any extra cost.
High-Quality Call Recording
With The Telephony Co advanced recording technology, inbound and outbound calls are stored in high quality, making it easy to review interactions, maintain compliance, and improve service accuracy.
24/7 Call Support
Unlike others who depend on chatbot, we offer 24/7 customer support through real human agents via chat, phone, and email to ensure personalized service for your business.
Affordable Pricing
We offer businesses a feature-rich plan at an affordable price, tailored to meet their specific needs. All our plans are designed based on the unique requirements of each business.
Easy Integration CRM
Our call monitoring system can be easily integrated with any CRM, helpdesk, VoIP systems, and other tools—ensuring smooth operations without disrupting your business processes
Industries Using Call Monitoring Solutions to Deliver Better Call Service
Call recording is not just for call centers it is a game-changer across multiple industries.
E-commerce & Retail
The E-commerce and Retail industry handles a huge number of inbound calls daily—covering order tracking, shipping, complaints, and support. Managers monitor these calls to ensure agents provide accurate and reliable information to customers.
Travel & Hospitality
This industry monitors calls to ensure that agents do not provide any incorrect information to customers, which could lead to negative feedback later. Call monitoring is used to manage bookings, cancellations, customer inquiries, and support efficiently.
Sales Team
Call monitoring helps sales teams improve pitch delivery, follow-ups, and objection handling. Managers can review calls, give feedback, and train sales agents to close more deals and offer a better customer experience.
Call Centers
Call centers handle a large volume of calls each day, managing both inbound and outbound interactions—many of which can be lengthy. By using call monitoring software, these calls can be effectively monitored to ensure that agents are providing accurate service and meeting customer needs.
Healthcare & Hospitals
In the healthcare sector, every call can be critical. Call monitoring helps hospitals and clinics manage appointment bookings, emergency inquiries, medical advice, and patient support with accuracy and care. Supervisors can review calls to ensure staff provide correct information, maintain compliance with health regulations.
Banking & Insurance
Banks and insurance companies use call monitoring to ensure secure, accurate, and compliant communication. It helps track conversations related to transactions, claims, and policies while improving agent performance and enhancing customer trust and satisfaction.
Frequently Asked Questions
What is call monitoring in a call center?
Call monitoring involves supervising and analyzing calls to improve agent performance and ensure quality standards.
Can I monitor calls in real-time?
Anyone, whether a manager or supervisor, can monitor live calls and use whisper coaching to guide agents in real time without the customer knowing.
Does your system support call recording?
The Telephony Co’s Call Monitoring Software also includes a call recording feature, allowing you to record, store, and access calls anytime you need.
Can I monitor both incoming and outgoing calls?
Monitor all types of calls (Inbound and Outbound) with advanced features like call barging, whisper coaching, live call listening, call recording, playback, and much more.
Can I access the call logs remotely?
With The Telephony Co’s cloud-based system, all your call logs, recordings, and analytics are accessible from anywhere using a secure online dashboard. Perfect for remote teams and on-the-go managers.
What is whisper coaching?
Call Whisper is a feature that allows supervisors or managers to guide agents during live calls, while the customer remains unaware of the conversation.
What is call barging?
Without any permission, a manager or supervisor can join a live call and speak with both the customer and the agent.
Unlock the ease of setup, maintenance, and use in Call Monitoring Software
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