10 Best Call Monitoring Software for Quality & Performance

A call monitoring software helps businesses train agents faster and refine customer interactions. With clearer visibility into calls, it helps teams solve issues early and keep customer satisfaction high.

• Improve Call Quality: Supervisors can listen to conversations and guide agents with practical feedback. This helps teams maintain a professional and consistent tone on every call.
• Train Agents Faster: Recorded calls make training easier and more structured. New team members learn more effectively when they can review real examples.
• Strengthen Sales Performance: It allows sales teams to review real conversations, identify common issues, and refine their pitch.
• Identify Issues Early: Managers can catch service gaps, misunderstandings, or repeated complaints before they become bigger problems.
• Maintain Customer Satisfaction: With better call handling and clearer communication, customers can get faster and more accurate support.

Some of the best software for call monitoring include Calilio, Aircall, CallHippo, Zendesk, CallRail, Dialpad, Freshcaller, Observe.AI, Talkdesk, and Five9. Each platform offers tools for live supervision and coaching, helping teams manage calls in real time, improve conversations, and support agent training.

Calilio is one of the best call monitoring software for small and growing businesses. Supervisors can listen to live calls, check ongoing activity, and make sure agents handle conversations professionally. The platform also offers call termination, which lets supervisors end any active call immediately when something urgent or non-compliant happens.Additionally, Calilio strengthens review and training with AI-generated reports from recorded calls. Each report provides a call transcription, a short summary, customer sentiment, and the final outcome of the conversation. This helps managers review calls faster, spot common issues, and train agents with clear, data-based guidance.

Pros:

• Offers call monitoring + AI call reports in one platform.
• Easy setup for small and growing teams.
• Affordable plans with strong call management features.

Cons:

• Smaller integration ecosystem.

Aircall is a cloud-based phone system known for its strong integrations and real-time call tracking. Its live monitoring dashboard gives supervisors a clear view of call activity, missed-call rates, agent performance, and customer wait times. This helps managers react quickly when service quality starts to drop.Aircall also supports coaching through call coaching and whispering. Supervisors can join calls quietly or guide agents without the customer hearing. Moreover, it also allows integration with more than 200 tools, including popular CRMs including Salesforce, HubSpot, and Zendesk.

Pros:

• Simple, user-friendly interface.
• Strong CRM and other tool integrations.
• Good call quality and easy setup.

Cons:

• Occasional call drops or connection issues.
• Lacks advanced features compared to other Aircall competitors.

CallHippo is a virtual phone system built to support real-time call supervision and agent coaching. It offers call monitoring for silent listening, whispering for private guidance, and barging for joining calls when direct support is needed. These tools help supervisors manage live conversations and keep call quality consistent.Moreover, the platform includes an AI live coach, which gives agents real-time suggestions during calls to help them handle difficult moments more confidently. CallHippo also provides call recordings and AI-driven analytics on higher plans, making it easier for managers to review performance and track improvements.

Pros:

• Full suite of call monitoring tools (listen, whisper, barge).
• AI Live Coach helps agents in real time.
• Global virtual number support.

Cons:

• Occasional call connectivity issues.
• Fewer analytics compared to bigger platforms.

Zendesk offers an omnichannel call monitoring software, giving supervisors real-time visibility into ongoing calls and agent activity across all support channels. Through its voice dashboard, managers can listen to active calls, barg in when necessary, track call queue performance, view agent availability, and keep an eye on service levels.A key strength of Zendesk is how well it connects voice interactions with customer data. Every call is automatically tied to a customer record and a support ticket, giving agents and supervisors complete context during reviews and coaching. Also, it uses AI-driven quality assurance to score conversations and flag calls that need review.

Pros:

• Calls link directly to support tickets.
• Strong omnichannel capabilities.
• Flexible compliance controls for call recording.

Cons:

• Setup can feel complex for new users.
• Not ideal for sales-only teams.

CallRail is a sales call monitoring platform with a strong marketing focus. By connecting each call to marketing performance it helps businesses see which campaigns bring in quality leads. Along with call recording and live listening, the platform tracks key details like call volume, call duration, and the exact source that triggered the interaction.CallRail also offers automated coaching insights that highlight important behaviors or topics from each call. This helps managers give targeted feedback without reviewing every conversation manually.

Pros:

• Excellent for tracking marketing-driven calls.
• Strong analytics for lead quality.
• Helpful automated coaching insights.

Cons:

• Many users find the software complex and not intuitive.
• Occasional delays in data syncing.

Dialpad is an AI-driven communication platform with a built-in smart call monitoring and coaching system. Along with standard tools like call listening, whisper, and barge, Dialpad also helps agents with AI live coach cards. These cards appear during calls when certain keywords are detected, giving agents quick tips or scripts without interrupting the conversation.Dialpad’s main strength comes from its AI features. Every call is transcribed in real time, and supervisors can track the conversation word-for-word while using live sentiment analysis to see the caller’s emotional tone instantly. This makes it easier to know when an agent needs support or when a situation is starting to escalate.

Pros:

• AI Live Coach Cards for instant help.
• Good for sales and support teams.
• Clean and modern interface.

Cons:

• Learning curve for AI features.
• Voice quality can vary with network strength.

Freshcaller helps support teams manage call quality with a simple and easy-to-use call monitoring solution. Its listen-in feature lets supervisors follow calls quietly, while the barge-in option allows them to join a conversation when an agent needs direct assistance. The platform also shows a clear view of call flows, agent activity, and queue status, helping managers respond quickly when call volumes increase or wait times get longer.Freshcaller also logs every call with detailed timelines, recordings, and notes, making it easy to review interactions later. Moreover, the platform’s call lifecycle view shows each step of the customer’s journey, from queue time, agent transfers, call wait and answer time, to the resolution steps, giving managers a complete picture of call quality.

Pros:

• Simple monitoring with listen-in and barge.
• Clear view of queues and agent activity.
• Easy call recording access.

Cons:

• Limited analytics compared to premium tools.
• Not ideal for enterprise-level complexity.

Observe.AI offers advanced automated call monitoring software with speech analytics. Instead of relying on manual call reviews, it analyzes 100% of calls using Automatic Speech Recognition (ASR) and Natural Language Processing (NLP). This gives teams a much deeper understanding of customer tone, agent behavior, and overall call quality.

Observe.AI uses two key monitoring tools: real-time AI and post-interaction AI. Real-time AI gives agents instant alerts, guidance, and auto-generated summaries after each call. Meanwhile, post-interaction AI, or auto QA, scores every recorded call using custom rules. This helps supervisors track performance, guide agents better, and improve metrics like AHT, CSAT, and compliance.

Pros:

• Speech analytics and sentiment detection.
• Great for compliance-heavy teams.
• Detailed insights for coaching.

Cons:

• Users find the software expensive.
• More complex than standard tools.

Talkdesk provides a complete set of call monitoring tools built to help teams maintain call quality and support agents in real time. Supervisors can listen to inbound and outbound calls to ensure that agents follow the right process and maintain service standards. When extra support is needed, Talkdesk offers call whisper for private coaching, call barging to join the conversation, and call takeover to handle difficult calls directly.Beyond live monitoring, Talkdesk captures call recordings and performance data that managers can use for coaching and evaluation. This makes it easier to track performance, reduce unnecessary escalations, and improve the consistency of customer interactions across distributed teams.

Pros:

• Complete monitoring suite (listen-in, whisper, barge, takeover).
• Strong quality management tools.
• Good real-time dashboards.

Cons:

• Complicated setup.
• May require extensive training for full use.

Five9 offers an enterprise-grade call monitoring solution built for large teams that need tight control over service quality and compliance. Supervisors can follow live calls, review how agents are handling conversations, and track overall call activity from a centralized dashboard. This gives managers a clear view of what’s happening across the floor and helps them react quickly during peak hours.A key strength of Five9 is its built-in quality tools. It records every interaction and allows supervisors to review, score, and comment on calls through customizable evaluation forms. These insights help identify patterns, highlight skill gaps, and support ongoing training.

Pros:

• Reliable for enterprise call centers.
• Detailed evaluation and scoring tools.
• Strong visibility into agent performance.

Cons:

• Some users experience lag and occasional gaps in call records.
• Analytics can feel limited compared to other tools.

Here’s a quick comparison table of the best call monitoring software, including their key features, pricing, and user ratings:

When selecting a call monitoring software, focus on ease of use, live monitoring tools, clear playback, and AI-powered features. Also, check for strong reporting, integrations, security standards, scalability, and cost-effective plans.

• Ease of Use: The tool should be simple for supervisors and agents to navigate. A clean dashboard helps teams work faster without confusion.
• Live Call Listening Features: Look for options like listen, whisper, and barge-in. These features help you guide agents in real time and improve customer interactions.
• Recording and Playback Quality: High-quality audio recordings make reviews clearer and more accurate.
• AI and Automation: Look for a solution with tools like automated scoring, transcription, or speech analysis. These features save time and give deeper insights into calls.
• Reporting and Analytics: Detailed reports show trends, agent performance, and customer behavior. This helps managers make better decisions.
• Integrations: The software should connect smoothly with your CRM, help desk, or contact-center tools for a unified workflow.
• Security and Compliance: Make sure the system protects customer data and supports industry regulations such as the Telephone Consumer Protection Act (TCPA) and the Health Insurance Portability and Accountability Act (HIPAA).
• Scalability: Choose a platform that can grow with your team and handle more users or higher call volume without issues.
• Cost: Pricing differs from one provider to another, so compare plans carefully. Choose an option that fits your budget while still offering the tools your team needs.

The right call monitoring software can make a clear impact on how your team handles customer service. Each tool in this list offers something unique—from AI-driven platforms like Dialpad and Observe.AI, support-focused systems like Freshcaller and Zendesk, to marketing-oriented tools like CallRail, every solution has its own strengths.

For teams that want a call monitoring system that’s both powerful and affordable, Calilio is a strong choice to consider. Its live listening, AI insights, and simple interface enable you to monitor every customer interaction effortlessly. Plus, with plans starting at $12 per user per month (billed annually), Calilio gives you strong monitoring features without stretching your budget.