Best Call Monitoring Providers for Call Centers 2020
Looking for the best call monitoring providers? We just made your search easier by gathering a list of the most popular call monitoring providers. Each company on this list has been in the business for a meaningful period of time and can handle a wide range of business communication needs.
Sure, we’re confident that AVOXI’s call monitoring capabilities through AVOXI Genius deliver an exceptional value and the most competitive rates. But, we also know there are plenty of good options out there and we want you to make a well-informed decision when choosing your call monitoring provider.
Call monitoring software is typically found within contact center software, so we’ll go over a few call center software providers that include call monitoring and other helpful features.
This article will cover the following information and providers:
8x8
8x8 is a cloud software solution company that offers business phone systems, contact center services, and hardware to businesses of all sizes. It has several plan options offered to both small businesses and enterprises that need call monitoring capabilities. Plans features vary from simple to highly advanced, making 8x8 a well-rounded option for many businesses.
Enterprise Pricing
X Series X2
- 1-99 users: $28/month/user
- 100-999 users: $24/month/user
- 1000+ users: $22/month/user
X Series X4
- 1-99 users: $48/month/user
- 100-999 users: $44/month/user
- 1000+ users: $42/month/user
X Series X6
- 1-99 users: $115/month/user
- 100-999 users: $110/month/user
- 1000+ users: $170/month/user
X Series X8
- 1-99 users: $175/month/user
- 100-999 users: $170/month/user
- 1000+ users: $165/month/user
Enterprise Plan Features:
X Series X2
- Unlimited Calling within 14 Countries
- Auto attendant
- Phone number and extension
- HD voice, secure voice
- Mobile and desktop apps
- Team Messaging, Voicemail
- Cross-platform team messaging
- Call Recording
- Unlimited internet fax
- Business SMS
- Voice and audio conferencing
- CRM Integration
- Virtual Office Analytics - Supervisor and Service Quality
X Series X4
- Unlimited Calling within 47 countries
- X2, plus:
- Barge, Monitor, Whisper
- Virtual Office Analytics -- Supervisor and Service Quality
- Switchboard Pro
X Series X6:
- 4,000 Minutes within 47 countries
- X4, plus:
- IVR
- Skills-based Inbound Voice
- Graphical Call Flows, Post Call Survey
- Native CRM, Knowledgebase
- Queued and Web Callback
- Expert Connect
X Series X8:
- X6, plus:
- Inbound Chat, Email, Social Channels
- Co-browse
- Outbound Predictive AI Dialer
- Quality Management and Speech Analytics
Small Business Plan Pricing
X Series X2
- 1-99 Users: $28/month/user
- 100+ Users: $24/month/user
X Series X3
- 1-99 Users: $38/month/user
- 100+ Users: $34/month/user
X Series X5
- 1-99 Users: $60/month/user
- 100+ Users: $54/month/user
X Series X6
- 1-99 Users: $155/month/user
- 100+ Users: $110/month/user
Small Business Plan Features
X Series X2
- Unlimited Calling within 14 countries
- Phone number and extension dialing
- Voicemail, Auto Attendant, Click-to-dial, Hold Music
- Call Recording
- Media Storage 1 GB
- Call Queues
- Mobile and Desktop Apps
- Business SMS and Texting
- Team Messaging
- Unlimited Internet Faxing
- Audio and Video Conferencing
- CRM Integration
- 8x8 Analytics Essentials
X Series X3
- Unlimited Calling within 32 Countries
- 5 GB Media Storage
- All X2 Features
X Series X5
- Unlimited Calling within 47 Countries
- 10 GB Media Storage
- Barge-Monitor-Whisper
- Queued and web callback
- IVR
- Contact Center, Service Quality and Supervisor Analytics
- Outbound predictive dialer - 2,000 minutes
- All X4 Features
X Series X6
- 4,000 Minutes within 47 Countries
- Customer Experience Analytics
- 8x8 Expert Connect
- Post Call Survey
- All X6 Features
Recommended For: Contact centers that need many advanced features and also want the option to purchase hardware.
Dixa
Dixa is a contact center solution run through the browser. Outside of call monitoring over the phone, Dixa also includes live chat, chat routing, and chat analytics for contact centers that want to be able to easily monitor chats as well as phone calls. Both Pro and Enterprise plans include call monitoring features, with the enterprise plan including a few more advanced features.
Pro - $69/user
Enterprise - $119/user
Both Pro and Enterprise Plans Include:
- Contact database
- Automatic new contact creation
- Contact Recognition
- Daily performance and team stats
- Call Barge
- Call Listening
- Call Recording
- IVR
- Real-time analytics and dashboard
- Chat stats and dashboard
- Historical chat analysis
- And more
Recommended For: Contact centers that need both phone and chat monitoring and analytics.
Zendesk Talk
ZenDesk Talk is a cloud-based call center software that is integrated in ZenDesk Support, a software that gives support agents a help desk interface to manage customer interactions. In order to have access to Talk, customers must have a Support as well. While having the two systems can become pricey if you need more features, ZenDesk offers a truly comprehensive customer support system with a load of features. Features and pricing are highlighted in the dropdown menus below.
Lite - $0/agent/month (pay for usage only)
- Limit of 1 phone number
- Automatic Ticket Creation
- Call recording & voicemail transcription
Team - $19/agent/month (billed annually. $25/mo billed monthly)
- Multiple phone numbers
- Warm transfer
- Business hours
- SMS
- Call us from Web Widget
Professional - $49/agent/month (billed annually. $59/mo billed monthly)
- IVR phone trees
- Call monitoring and call barging
- Callback from queue
- Call blocking
- Conference calling
- Real-time analytics
- Reports and dashboards
- Request a callback from Web Widget
Enterprise - $89/agent/month (billed annually. $110/mo billed monthly)
- Implementation guidance
- Monthly diagnostics
- Talk Usage 99.95 SLA
- Failover on demand
Essential - $5/agent/month (billed annually. $9/mo billed monthly)
- Email & social channels
- Web Widget & Mobile SDK
- Pre-defined business rules
- Essentials card
- Interaction history
Team - $19/agent/month (billed annually. $25/mo billed monthly)
Essential, plus...
- Custom business rules
- Performance Dashboards
- Public apps and integrations
Professional - $49/agent/month (billed annually. $59/mo billed monthly)
Team, plus...
- Multilingual content
- CSAT surveys
- Advanced analytics powered by Zendesk Explore
Enterprise - $99/agent/month (billed annually. $125/mo billed monthly)
Professional, plus...
- Multiple ticket forms
- Skills-based routing
- Contextual workspaces
- Satisfaction Prediction
- Multibrand support
- Launch Success Program
Elite - $199/agent/month (billed annually)
Enterprise, plus...
- Unlimited light agents
- 99.9% uptime SLA
- 1 hour service level objective
- Advanced encryption & security
- Data center location
Recommended For: High volume customer service teams that want many advanced call center features
Which Call Monitoring Software is Right For You?
As you weigh your options for a call recording provider, we hope this list proved useful to you. If you didn’t find what you were looking for, send us feedback and let us know how we can improve the information! And be sure to check back with us regularly as we add new providers to this post and create new articles about providers, systems, and features.
How AVOXI Can Help
If you're interested in implementing a call monitoring software, take a moment to check out ours! Our Cloud Contact Center software allows you to have all the call quality monitoring capabilities you need and more at $24.99 per user. Click the buttons below to learn more!
