In any successful business, customers are the real power. That’s why companies must use the right tools to track agent performance and ensure quality communication with their customers.
Call monitoring software helps businesses listen to and record agent-customer conversations, making it easier to identify mistakes, improve service quality, and train teams effectively. For call centers, BPOs, and customer support services, this type of software is one of the best solutions to monitor, review, and optimize every call.
We will explore the 15 Best Call Monitoring Software in 2025, covering their key features, benefits, pros, and cons—so you can choose the right tool to boost customer satisfaction and business performance.
What is Call Monitoring Software?
Call monitoring software is an advance tool that help businesses to listen to, record, and analyse calls between agents-customers. It helps managers track performance, improve training, and maintain call quality standards.
How Call Monitoring Software Works?
Software Integration: The software integrated with your business phone system, VoIP platform, or CRM
Call Connection: When an agent starts talking to a customer, the software automatically begins tracking and recording the call conversation.
Call Recording: All calls are recorded and securely stored in the software’s system and CRM
Data Collection: Automatically logs call details such as duration, hold time, caller ID, area code, and country.
AI-Powered Insights – AI evaluates agent performance, sentiment, keyword usage, and compliance.
Analytics & Reporting: Review calls, highlight issues, and prepare performance reports through the dashboard
Top 15 AI- Integrated Call Quality Monitoring Software in the Market
This is a list of the top 15 best call monitoring software, including detailed information about each, their features, pros, cons, and pricing, to help businesses choose the right solution.
The Telephony Co
The Telephone Co is a complete business communication platform providing advanced call monitoring software that enables businesses to manage customer calls effortlessly. Its powerful features enhance communication quality, streamline workflows, and help deliver a superior customer experience.
Features:
Live Call Monitoring & Recording
AI-Powered Sentiment Analysis
Real-Time Monitoring with Whisper and Barge
Advanced Call Routing and Tracking Capabilities
Multi-Device Access (Desktop & Mobile)
Automated Call Recording and Storage
| Pros: | Cons: |
| Easy-to-use Interface with Quick Setup | Limited Offline Functionality |
| Supports Remote Team Collaboration | |
| Top CRM Integration | |
| Detailed Call Analytics and Reporting |
Best For: Small to midsize call centers, customer support needing easy, scalable monitoring with strong quality assurance.
Pricing Overview: Fully customizable plans based on business size and required features
Call Atlas
Call Atlas is a versatile call tracking software designed to manage and monitor all types of inbound calls, helping businesses improve customer communication and streamline operations. It tracks ad’s performance, marketing campaigns, and keyword-based calls to identify the best lead sources.
Features:
Caller ID & Location Tracking
Call Routing & Forwarding
Keyword Tracking for Better Lead Insights
Create an Ad Marketing Campaigns
Global Business Phone Number Tracking
| Pros: | Cons: |
| Easy to Integrate with Popular Business Tools | Some Advanced Features May Require Additional Training |
| Tracks Marketing Performance for Better ROI | |
| Provides Valuable Insights Detailed Reports |
Best For: Businesses handling high volumes of inbound calls that need real-time monitoring and analytics to improve customer experience.
Pricing Overview: Starts $49/user/month
KrispCall
KrispCall is an AI-based cloud telephony service provider built for modern businesses. Its advanced call monitoring tools allow companies and call centers to track every business call, evaluate agent performance, and maintain high-quality customer service.
Features:
AI-Based Call Monitoring & Recording
Multi-Number & Virtual Phone Support
Call History & Detailed Reports
Custom Call Routing & Forwarding
| Pros: | Cons: |
| Easy Setup with Minimal Technical Skills Needed | Limited Advanced Features in lower Plans |
| Supports Remote Work and Global Teams | |
| Clear Reporting for Agent Productivity |
Best For: Small-to-medium teams needing clear calls, fast deployment, and Advance live monitoring on the go.
Pricing Overview: From $15-$40/user/month
Exotel
Exotel is a cloud-based communication platform that helps businesses manage calls, messages, and customer interactions with ease. Its call monitoring tools enable companies to track calls, measure agent performance, and improve overall communication efficiency.
Features:
Custom Call Routing & Multi-Level IVR
Live Call Monitoring & Recording
Whisper/coaching tools for live supervision
Detailed Call Analytics & Reports
| Pros: | Cons: |
| Easy Integration with Popular Business Tools | Analytics Features not as Advanced as Global Competitors |
| Detailed Calls Reports | Limited International Phone Number Support |
| Easy to Set up and Offers a Free Trial | |
| Supports an Omnichannel Platform |
Best For: Businesses in India or APAC needing reliable local telephony with monitoring and integration options.
Pricing Overview: Pay-as-you-go & custom plans
Zendesk
Zendesk offers built-in call monitoring and analytics to ensure every customer conversation is handled efficiently. Its intuitive dashboard allows support teams to track calls in real time, review recordings, and measure agent performance. With powerful automation, AI-driven insights, and seamless integration with popular business tools
Features:
Omnichannel Support (Email, Chat, Social Media)
AI-Powered Insights & Automation
Call Monitoring with call log history
Advance Dashboard Detailed Call Analytics & Reports
Automated call Recorder
| Pros: | Cons: |
| Easy Integration with CRMs and Third-Party Apps | Premium features come at a higher cost |
| Strong Automation Reduces Manual Tasks | |
| Scales Easily for Remote, Hybrid, or Large Teams |
Best For: Companies managing customer support calls that need seamless ticketing, call monitoring, and multi-channel communication in one platform.
Pricing Overview: From $55-$119/user/month
CloudTalk
If you run a big call center and need a reliable call monitoring solution, CloudTalk is an excellent choice. This cloud-based platform uses AI to provide detailed call insights, such as call duration, wait times, hold times, caller location, and sentiment analysis. Its smart features help managers track agent performance, identify improvement areas, and ensure top-quality customer service.
Features:
Advanced IVR (Interactive Voice Response)
Click-to-call solution
Call Whisper and Barging
Automatic Call Log and Hisory
Flexible Routing and Forwarding
| Pros: | Cons: |
| Automatic call logging with duration, wait time, and location | AI Features Available only in Big Plans |
| Easy to use Software | Support Service Something Slow |
| Handles Large Call Volumes with Ease |
Best For: Businesses that need cloud-based call monitoring with powerful integrations, real-time analytics, and remote team support.
Pricing Overview: Starting $25-$49/user/month and Custom plan
Dialpad
Dialpad isn’t just another business phone system — it’s a smart, AI-first communication hub. Designed for modern teams, Dialpad blends voice calls, video meetings, and messaging with intelligent call monitoring features. Whether you’re running a busy sales floor or a distributed support team, Dialpad keeps your conversations sharp, fast, and productive.
Features:
Detailed Call History and Call Log Moniter
Call Whisper, Barging, and Coaching
Intelligent Call Routing and Forwarding
AI-Powered Call Monitoring and Tracking
Video Conferencing & Messaging
| Pros: | Cons: |
| Good Integration for Third Party Software | AI Tools not Always Accurate |
| Suitable for Remote and Hybrid Teams | Advance Feature Price so High |
| Plug-and-Play Solution | |
| Best Price for SMB’s Business |
Best For: Companies looking for AI-powered call monitoring with voice intelligence, real-time transcription, and smart call coaching.
Pricing Overview: From $27-$35/user/month and Enterprise price contact us
RingCentral
RingCentral is a leader in the telecom industry, offering AI-powered cloud communication solutions with advanced call quality monitoring. It serves all types of industries, from small businesses to large enterprises, and is widely used by call centers and customer support teams.
Features:
Multi-channel Communication (Voice, Video, Messaging)
HD Screen Recording
Automatic Call Recorder and Routing
Contact Center and Virtul Phone System
| Pros: | Cons: |
| All-in-One Call Management Solution | Support Can be Slow Sometimes |
| Supports Remote and Hybrid Teams | Expensive for Small Businesses |
| Reliable Uptime and Call Quality |
Best For: Businesses wanting a complete communication platform with live call quality monitoring, team collaboration, and enterprise-grade reliability.
Pricing Overview: From $30-$99/user/month and Custom Pricing Available
Aircall
Aircall is a modern cloud-based business phone system designed for fast setup, seamless integrations, and powerful real-time live call monitoring. It helps teams manage calls efficiently, track performance, and connect with customers from anywhere.
Features:
Real Time Call Monitoring and Analytics
Call Routing, Queuing, and Voicemail Management
Live Call Recording and Tracking
Virtual Phone Numbers in Multiple Countries
Call History with Call Logs
| Pros: | Cons: |
| One-Click Integration with CRM and Helpdesk Tools | Free Trial not AAvailable |
| Available on Both Mobile and Desktop Apps | Occasional Call Drops Issues |
| Easy Connect Cloud Phone System |
Best For: Sales and support teams needing an easy-to-use, cloud-based call monitoring solution.
Pricing Overview: $40-$70/user/month and Custom Pricing Contact Aircall
Five9
Five9 is an AI-powered cloud contact center solution designed for businesses that want to improve customer interactions and agent performance. It offers smart call monitoring, predictive dialing, and powerful integrations to keep operations running smoothly.
Features:
IVR and Omnichannel Support (voice, chat, email)
Real-Time Call Monitoring and Whisper Coaching
Excellent Call Recording
Automatic Call Distribution
Auto Dialer for Outbound Calls
| Pros: | Cons: |
| Very Reliable Call Quality | Support Response Can be Slow at Peak Times |
| Scales Easily for Large Teams | Setup Takes Time for New User |
| Strong Outbound Calling Tools |
Best For: Large contact centers that need advanced monitoring, AI-driven analytics, and powerful automation.
Pricing Overview: Starting at $119 per user per month, but advanced features require contacting the provider.
8×8
8×8 is more than just a VoIP phone system — it’s a complete cloud contact center and unified communications platform. It helps businesses manage voice, video, chat, and contact center operations from one place, with powerful tools for monitoring, analytics, and team collaboration.
Features:
Intelligent Call Routing and IVR System
Multi Location Monitoring
Whisper Coaching & Call Barging
Call Log with Detailed Call History
Live Call Quality Monitoring
| Pros: | Cons: |
| Faster Issue Resolution | Reporting Interface Can Feel Outdated Compared to Rivals |
| Easy-to-use Interface | Some Integrations Require Extra Setup Steps, not Plug-and-Play |
| Good AI automation |
Best For: Businesses needing a unified communication platform with strong call monitoring, analytics, and global calling capabilities.
Pricing Overview: Pricing is customized. Visit the website to see plans and choose the one that fits your needs.
Freshdesk
Freshdesk is a leading cloud-based software provider that also offers powerful call monitoring solutions for businesses. It’s easy-to-install system enables companies to effectively track, monitor, and analyse every call canter agent’s performance easily.
Features:
VoIP Call Monitoring & Tracking
Call Recording and Playback
Multi-Channel Support (calls, email, chat)
Call Barging to Join Active Calls
Voip Virtual Phone Number
| Pros: | Cons: |
| User-Friendly Dashboard and Easy to Install | Some AI and Analytics Tools Require Higher Cost Plans |
| Good Analytics Tool bar | |
| Provide 14 Days Free Trail |
Best For: Small to mid-sized businesses that want to combine phone support with email, chat, and social media in one platform.
Pricing Overview: From $15-$66/user/month with Pro+AI
Talkdesk
Talkdesk is a smart cloud-based call center software that helps businesses deliver better customer service. It uses advanced AI and automation to monitor calls live, so managers can check call quality and help agents improve in real time.
Features:
Live Call Quality Monitoring
Smart Call Routing and Forwarding
Multipal Call Recording and Playback
Customizable Dashboards & Reports
| Pros: | Cons: |
| Suitable for Small Teams and Large Enterprises | Reporting Can be Complex for New Users. |
| User-Friendly Interface for all Team Members | |
| Advance AI Automation |
Best For: Fast-growing enterprises looking for smart AI tools and seamless automation to boost customer service and team performance at scale.
Pricing Overview: Plans from $85–$165 per user/month, with powerful premium features available on request.
Vonage
Vonage is a trusted provider of unified communication solutions, offering a wide range of VoIP services including advanced call monitoring. It helps businesses simplify customer interactions, enhance call quality, and efficiently manage communications across multiple channels like voice, video, and messaging.
Features:
Virtual Phone Numbers in Multiple Countries
Video Conferencing and Team Messaging
SIP Trunking for Better Phone Connection
Routing, Forwarding and Integration
Advanced Call Routing and Multi-Level IVR
| Pros: | Cons: |
| Easy-to-use Interface with Fast Setup | Reporting Dashboards may Lack Deep Customization |
| Flexible Plans for Small to Large Businesses | |
| Good Call Quality and Reliable Uptime |
Best For: Businesses that want easy-to-use cloud calling and messaging with smart features to improve customer service.
Pricing Overview: Custom pricing for every service, contact us to learn more about advanced options
Ooma
Ooma is a best choice for small business VoIP phone service, offering reliable and affordable communication solutions. One of its standout features is live call monitoring, which helps businesses improve customer interactions and maintain high service quality.
Features:
Automated Call Routing and Live Call Recording
Group Calls for Team Collaboration
Live Call Monitoring and Call Screening
IVR Solution for Smart Call Management
Missed Call Alert
| Pros: | Cons: |
| Quick and simple installation | Call barging feature is limited |
| Interested Click to Call | Some users report minor issues with the mobile app |
| Connect with popular CRM and business tools |
Best For: Growing businesses needing a reliable cloud phone system with strong call management and customer support tools.
Pricing Overview: Starting $20-$30/user/month, get in touch sales team to select the ideal plan for your business
How to Choose the Right Call Monitoring Software in 2025?
Choosing the best call monitoring software can be challenging because there are many options available. Here are some easy steps and tips to help you pick the right one for your business:
Identify Your Business Needs
Know why you need call monitoring—whether it’s for sales, customer support, a call center, or all.
Look for Important Features
Make sure the software has call recording, live listening, call barging, whispering, CRM integration, and good reports.
Easy to Use
Choose software that is simple to use. Managers should easily monitor and coach agents during calls.
Read Customer Reviews
See what other users say and check ratings on websites like G2.
Check Price and Support
Find a plan that fits your budget with no hidden fees. Make sure customer support is available 24/7.
Try Before Buying
Ask for a demo or free trial to test the software before you buy.
Why Every Industry Needs Call Monitoring
Healthcare: Protect patient information and follow strict regulations.
Finance: Record and review calls to meet legal and audit requirements.
Retail: Ensure agents provide right product information and promotions.
Telecom: Monitor call quality and manage large-scale customer interactions.
E-commerce: Improve customer satisfaction by resolving complaints effectively.
Hospitality: Monitors guest calls to improve service quality and fix complaints fast.
Top Call Monitoring Features Every Business Needs in 2025
Live Call Listening: The software allows supervisors or managers to listen to live conversations between agents and customers and provide instant feedback.
Call Recording: Every customer call is recorded automatically or manually for review and can be used for agent training and quality improvement.
Whisper and Barge: Team leaders or managers can whisper advice to agents during live calls without the customer hearing, or join the call if assistance is needed.
Reporting & Dashboards: All call data and agent performance are displayed on a single dashboard, making it easy for managers to view reports.
CRM and Software Integration: The software connects with your CRM and other business tools to provide better data reporting.
Agent Performance Tracking: The software tracks individual agent metrics such as average call duration, first call resolution, and customer satisfaction scores.
Call Scoring & Quality Assurance: Call scoring involves rating calls to evaluate agent performance. Managers review recorded calls to ensure agents follow scripts, remain polite, and effectively resolve issues.
Benefits of Call Monitoring Software for Small Businesses and Enterprises
Better Customer Experience: Listening to live and recorded calls shows where agents can improve tone, speed, or solutions, so customers feel more betters.
Easy Training for Agents: Team leader can use real customer calls to train new agent and guide working agents to do better call communication.
Quickly Problems Solve: When an agent faces a tricky or challenging customer call, a team leader or supervisor can join the conversation in real time and solve the problem quickly.
Smarter Decisions with Data: AI analytics and report show call trends, customer mood, and agent performance, helping managers and supervisor plan better.
Multichannel Monitoring: Software not only monitors voice calls but also tracks chats, emails, and video calls from a single dashboard, giving you a complete view of the customer.
AI-Powered Call Analysis: Modern monitor tools use AI to detect emotions, identify keywords, and score calls automatically, saving managers and team leader time.
Final Thought
In 2025, call monitoring software isn’t just a tool—it’s a business advantage. It helps you deliver better service, train your team faster, and make smarter decisions, all while keeping customers happy and loyal. With AI insights, real-time coaching, and secure call recording, businesses can solve problems quicker, improve sales performance, and maintain consistent quality. Whether you run a small business or a large call center, the right call monitoring solution keeps you ahead in a competitive market.
FAQ's
What is call monitoring software?
Call monitoring software lets businesses listen to, record, and review calls to improve customer service, train agents, and maintain quality standards.
How much does call monitoring software cost?
Prices vary based on features, the number of users, and the provider. Basic plans can start from $15–$25 per user per month, while advanced enterprise solutions with AI and analytics can be much higher.
Can call monitoring work with my existing telephone system?
Advance live call monitoring solutions can integrate with a variety of systems, including VoIP phone systems, cloud PBXs, and cloud-based phone systems.
Does The Telephone Co offer support and training?
The Telephone Co provides 24/7 customer support with a dedicated account manager. They also offer onboarding training so your team can start using the software quickly and effectively.