Quick Overview
- 1#1: Gong - AI-powered conversation intelligence platform that records, transcribes, and analyzes sales and customer calls to deliver actionable insights.
- 2#2: CallMiner - Speech analytics platform that automates call scoring, emotion detection, and compliance monitoring for contact centers.
- 3#3: Observe.AI - Real-time AI agent assist and call monitoring tool providing live guidance, coaching, and quality assurance.
- 4#4: NICE CXone - Cloud contact center suite with advanced call recording, real-time monitoring, and predictive analytics.
- 5#5: Verint - Workforce engagement management platform offering call recording, speech analytics, and quality monitoring.
- 6#6: Talkdesk - AI-native contact center platform with real-time call monitoring, coaching, and interaction analytics.
- 7#7: Genesys Cloud CX - Cloud-based experience orchestration platform featuring interaction recording and workforce monitoring tools.
- 8#8: Five9 - Intelligent cloud contact center software with call recording, monitoring, and AI-driven insights.
- 9#9: Calabrio ONE - Workforce optimization suite providing call recording, quality management, and performance monitoring.
- 10#10: Scorebuddy - Quality assurance platform for scoring calls, providing feedback, and monitoring agent performance.
These tools were evaluated based on key factors including feature robustness (AI-driven analytics, real-time monitoring), accuracy of performance and compliance tracking, usability (intuitive interfaces, seamless integration), and overall value (scalability, cost-effectiveness) to deliver a definitive ranking of the most impactful options.
Comparison Table
Call center call monitoring software is essential for enhancing customer interactions and agent performance. This comparison table explores tools like Gong, CallMiner, Observe.AI, NICE CXone, Verint and more, providing insights to help readers identify features and suitability for their specific needs.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Gong AI-powered conversation intelligence platform that records, transcribes, and analyzes sales and customer calls to deliver actionable insights. | specialized | 9.6/10 | 9.8/10 | 9.2/10 | 9.0/10 |
| 2 | CallMiner Speech analytics platform that automates call scoring, emotion detection, and compliance monitoring for contact centers. | specialized | 9.1/10 | 9.5/10 | 8.2/10 | 8.7/10 |
| 3 | Observe.AI Real-time AI agent assist and call monitoring tool providing live guidance, coaching, and quality assurance. | specialized | 8.8/10 | 9.4/10 | 8.2/10 | 8.1/10 |
| 4 | NICE CXone Cloud contact center suite with advanced call recording, real-time monitoring, and predictive analytics. | enterprise | 8.8/10 | 9.4/10 | 7.8/10 | 8.2/10 |
| 5 | Verint Workforce engagement management platform offering call recording, speech analytics, and quality monitoring. | enterprise | 8.4/10 | 9.2/10 | 7.8/10 | 8.0/10 |
| 6 | Talkdesk AI-native contact center platform with real-time call monitoring, coaching, and interaction analytics. | enterprise | 8.7/10 | 9.2/10 | 8.5/10 | 8.0/10 |
| 7 | Genesys Cloud CX Cloud-based experience orchestration platform featuring interaction recording and workforce monitoring tools. | enterprise | 8.6/10 | 9.1/10 | 7.9/10 | 8.2/10 |
| 8 | Five9 Intelligent cloud contact center software with call recording, monitoring, and AI-driven insights. | enterprise | 8.1/10 | 8.7/10 | 7.9/10 | 7.6/10 |
| 9 | Calabrio ONE Workforce optimization suite providing call recording, quality management, and performance monitoring. | enterprise | 8.5/10 | 9.2/10 | 7.7/10 | 8.0/10 |
| 10 | Scorebuddy Quality assurance platform for scoring calls, providing feedback, and monitoring agent performance. | specialized | 8.0/10 | 8.5/10 | 8.2/10 | 7.6/10 |
AI-powered conversation intelligence platform that records, transcribes, and analyzes sales and customer calls to deliver actionable insights.
Speech analytics platform that automates call scoring, emotion detection, and compliance monitoring for contact centers.
Real-time AI agent assist and call monitoring tool providing live guidance, coaching, and quality assurance.
Cloud contact center suite with advanced call recording, real-time monitoring, and predictive analytics.
Workforce engagement management platform offering call recording, speech analytics, and quality monitoring.
AI-native contact center platform with real-time call monitoring, coaching, and interaction analytics.
Cloud-based experience orchestration platform featuring interaction recording and workforce monitoring tools.
Intelligent cloud contact center software with call recording, monitoring, and AI-driven insights.
Workforce optimization suite providing call recording, quality management, and performance monitoring.
Quality assurance platform for scoring calls, providing feedback, and monitoring agent performance.
Gong
specializedAI-powered conversation intelligence platform that records, transcribes, and analyzes sales and customer calls to deliver actionable insights.
Revenue Intelligence engine that predicts deal risks and outcomes directly from call conversations
Gong is a premier conversation intelligence platform designed for call centers and sales teams, automatically recording, transcribing, and analyzing customer calls across multiple channels. It leverages AI to deliver deep insights such as sentiment analysis, talk ratios, keyword tracking, and deal risk forecasting, enabling supervisors to monitor agent performance effectively. The platform supports real-time coaching, automated quality assurance, and integrates seamlessly with CRMs like Salesforce for enhanced call center operations.
Pros
- Advanced AI analytics including sentiment detection and conversation scoring
- Real-time coaching and automated QA for agent improvement
- Seamless integrations with dialers, CRMs, and collaboration tools
Cons
- High enterprise-level pricing
- Requires substantial call volume for optimal AI accuracy
- Initial setup and learning curve for advanced features
Best For
Enterprise call centers and sales organizations seeking AI-driven insights for monitoring, coaching, and optimizing agent performance at scale.
Pricing
Custom quote-based pricing, typically starting at $100+ per user per month for enterprise plans.
CallMiner
specializedSpeech analytics platform that automates call scoring, emotion detection, and compliance monitoring for contact centers.
Emotion AI that detects nuanced customer emotions and micro-expressions in real-time for precise sentiment analysis
CallMiner is an AI-powered conversation intelligence platform designed for contact centers, analyzing 100% of customer interactions across voice, chat, email, and digital channels using advanced speech and text analytics. It delivers actionable insights into agent performance, customer sentiment, compliance risks, sales opportunities, and operational inefficiencies through automated scoring, emotion detection, and topic modeling. The platform enables proactive coaching, real-time agent assist, and data-driven improvements to enhance customer experience and business outcomes.
Pros
- Comprehensive multi-channel analytics with 100% interaction coverage
- Advanced AI features like emotion detection and real-time agent guidance
- Robust integrations with CRMs, workforce management, and QA tools
Cons
- Enterprise-level pricing can be prohibitive for smaller businesses
- Steep learning curve and complex setup for non-technical users
- Customization requires significant configuration time
Best For
Large-scale contact centers and enterprises needing deep, AI-driven insights for agent coaching and compliance monitoring.
Pricing
Custom quote-based pricing, typically starting at $50,000+ annually based on interaction volume, users, and features.
Observe.AI
specializedReal-time AI agent assist and call monitoring tool providing live guidance, coaching, and quality assurance.
Real-Time Agent Assist, delivering live, contextual guidance and next-best-action prompts during customer calls
Observe.AI is an AI-powered conversation intelligence platform designed for contact centers, offering real-time guidance to agents during calls, automated quality scoring, and comprehensive post-call analytics. It transcribes conversations with high accuracy, analyzes sentiment, detects compliance risks, and surfaces actionable insights for coaching and performance improvement. The tool integrates seamlessly with popular CRMs and telephony systems to enhance agent productivity and customer experience.
Pros
- Advanced real-time agent assist with contextual prompts
- Robust AI-driven analytics including sentiment and compliance detection
- Strong integrations with CRM and contact center platforms
Cons
- Pricing can be steep for small teams
- Performance dependent on call audio quality
- Initial setup and training require time investment
Best For
Mid-sized to enterprise contact centers needing AI-powered real-time coaching and deep conversation insights.
Pricing
Custom quote-based pricing, typically $15-30 per agent/month depending on features, volume, and deployment.
NICE CXone
enterpriseCloud contact center suite with advanced call recording, real-time monitoring, and predictive analytics.
Enlighten AI for real-time guidance, auto-summarization, and next-best-action recommendations during live calls
NICE CXone is a comprehensive cloud-native customer experience platform tailored for contact centers, with robust call monitoring via its Quality Management (QM) and Interaction Analytics modules. It enables 100% call recording, AI-powered speech-to-text transcription, sentiment analysis, automated quality scoring, and real-time coaching to optimize agent performance and customer interactions. The solution integrates advanced analytics with workforce management for holistic visibility into call center operations.
Pros
- Advanced AI-driven speech analytics and 100% interaction intelligence
- Automated QA scoring and real-time agent coaching tools
- Seamless scalability and integrations with CRMs like Salesforce
Cons
- High implementation costs and complexity
- Steep learning curve for non-technical users
- Custom pricing lacks transparency
Best For
Large enterprise contact centers handling high call volumes that require sophisticated AI analytics for performance monitoring and improvement.
Pricing
Quote-based enterprise pricing; typically $100-250 per agent/month depending on modules and scale.
Verint
enterpriseWorkforce engagement management platform offering call recording, speech analytics, and quality monitoring.
Da Vinci AI platform for automated detection of customer sentiment, compliance risks, and coaching opportunities
Verint offers a comprehensive workforce engagement management platform tailored for call centers, featuring advanced call recording, real-time monitoring, and AI-powered speech analytics. It enables supervisors to evaluate agent interactions through automated scoring, sentiment analysis, and compliance detection, while providing actionable insights for coaching and performance improvement. The solution integrates seamlessly with existing contact center infrastructure to optimize customer experience and operational efficiency.
Pros
- Advanced AI-driven speech and behavioral analytics for deep insights
- Scalable for enterprise-level contact centers with robust integrations
- Real-time guidance and automated quality management tools
Cons
- High implementation costs and complexity
- Steep learning curve for non-technical users
- Custom pricing lacks transparency for smaller businesses
Best For
Enterprise contact centers requiring sophisticated analytics and workforce optimization at scale.
Pricing
Custom enterprise pricing, typically subscription-based starting at $50,000+ annually depending on deployment size and features.
Talkdesk
enterpriseAI-native contact center platform with real-time call monitoring, coaching, and interaction analytics.
Interaction Analytics powered by AI, which automatically analyzes 100% of calls for sentiment, compliance, and performance trends
Talkdesk is a leading cloud-based contact center platform with robust call monitoring capabilities, enabling supervisors to silently monitor, barge into, or coach agents in real-time. It features automated call recording, speech analytics, AI-driven quality management, and interaction analytics to identify trends and improve agent performance. The platform integrates with CRMs like Salesforce and provides customizable dashboards for comprehensive oversight in high-volume call centers.
Pros
- Advanced AI speech analytics for automated insights and quality scoring
- Real-time monitoring tools including silent listen, whisper coach, and barge-in
- Seamless integrations with major CRMs and strong scalability for enterprises
Cons
- Higher pricing may not suit small teams
- Advanced features require training and setup time
- Some reporting customizations can feel limited without add-ons
Best For
Mid-sized to large contact centers needing AI-enhanced monitoring within a full CCaaS suite.
Pricing
Starts at around $75 per agent/month for basic plans, with custom enterprise pricing based on features and volume.
Genesys Cloud CX
enterpriseCloud-based experience orchestration platform featuring interaction recording and workforce monitoring tools.
AI-driven Genesys Speech and Text Analytics for automated insight extraction from calls
Genesys Cloud CX is a comprehensive cloud-native contact center platform that provides robust call monitoring capabilities, including real-time silent monitoring, call recording, and playback for supervisors. It leverages AI-driven speech analytics, sentiment analysis, and automated quality scoring to evaluate agent performance and ensure compliance. The solution integrates monitoring with workforce management and coaching tools to optimize contact center operations.
Pros
- Advanced AI-powered speech and emotion analytics for deep insights
- Seamless real-time monitoring with barge-in and whisper coach features
- Highly scalable with strong integrations via AppFoundry marketplace
Cons
- Steep learning curve for complex configurations
- Premium pricing can be prohibitive for smaller teams
- Occasional performance lags in high-volume environments
Best For
Enterprise contact centers needing integrated omnichannel monitoring and advanced analytics for large-scale operations.
Pricing
Quote-based subscription pricing starting at around $95 per agent/month for base editions, scaling up to $200+ for advanced features.
Five9
enterpriseIntelligent cloud contact center software with call recording, monitoring, and AI-driven insights.
AI-driven Quality Management with automated call scoring and next-best-action recommendations
Five9 is a comprehensive cloud-based contact center platform that provides robust call monitoring capabilities, including real-time live monitoring, call recording, screen capture, and quality management tools. Supervisors can silently monitor, barge into calls, whisper coaching, or take over interactions to ensure optimal agent performance and compliance. Its analytics suite offers speech analytics, sentiment analysis, and performance scoring to drive continuous improvement in call centers.
Pros
- Advanced real-time monitoring with barge, whisper, and coach modes
- AI-powered analytics for sentiment analysis and automated scoring
- Strong scalability and CRM integrations like Salesforce and Zendesk
Cons
- Steep learning curve for advanced features and customization
- Higher pricing that may not suit small call centers
- Occasional reports of platform latency during peak times
Best For
Mid-to-large contact centers needing an integrated cloud platform with sophisticated monitoring and analytics.
Pricing
Custom quote-based pricing; typically starts at $149 per agent/month for core features, scaling with add-ons like AI analytics.
Calabrio ONE
enterpriseWorkforce optimization suite providing call recording, quality management, and performance monitoring.
AWARE OPUS AI analytics engine for real-time sentiment analysis and automated quality assurance across voice and digital channels
Calabrio ONE is a robust workforce optimization (WFO) platform tailored for contact centers, providing call recording, quality management, speech analytics, and workforce scheduling capabilities. It enables supervisors to monitor live and recorded interactions, score agent performance, and derive insights from customer conversations using AI-powered analytics. The solution integrates seamlessly with major telephony, CRM, and ACD systems to deliver comprehensive visibility and optimization tools for improving agent performance and customer experience.
Pros
- Advanced AI-driven speech and text analytics for deep interaction insights
- Strong integration capabilities with telephony, CRM, and omnichannel platforms
- Comprehensive quality management and coaching tools with customizable scorecards
Cons
- Steep learning curve and complex setup for smaller teams
- High implementation time and costs for full deployment
- Pricing can be prohibitive for small to mid-sized contact centers
Best For
Mid-to-large enterprise contact centers needing sophisticated analytics and workforce optimization.
Pricing
Custom enterprise pricing; quote-based starting around $100+ per agent/month depending on modules and scale.
Scorebuddy
specializedQuality assurance platform for scoring calls, providing feedback, and monitoring agent performance.
Calibrated Scoring system that ensures consistency across evaluators by benchmarking scores against team averages
Scorebuddy is a cloud-based quality management platform tailored for contact centers, enabling supervisors to monitor calls, create customizable scorecards, and provide targeted coaching to agents. It supports speech analytics, real-time alerts, and performance reporting to drive consistent quality assurance across customer interactions. The software integrates with leading CRMs and telephony systems, streamlining QA workflows for improved agent performance and customer satisfaction.
Pros
- Highly customizable scorecards for flexible QA processes
- Intuitive mobile app for on-the-go scoring and coaching
- Robust reporting and analytics for actionable insights
Cons
- Limited advanced AI capabilities compared to top competitors
- Pricing can escalate for larger teams with add-ons
- Occasional integration setup challenges with niche systems
Best For
Mid-sized contact centers seeking straightforward, customizable call monitoring and coaching tools without excessive complexity.
Pricing
Custom quote-based pricing, typically starting at $25-40 per agent per month depending on features and volume.
Conclusion
Evaluating the best call center call monitoring software reveals Gong as the top choice, leveraging AI-powered conversation intelligence to deliver actionable insights across sales and customer calls. CallMiner and Observe.AI stand out as strong alternatives, with CallMiner excelling in automated scoring and emotion detection, and Observe.AI leading in real-time agent assist, catering to diverse contact center needs. Collectively, these tools redefine performance monitoring, empowering teams to enhance efficiency and customer experiences.
Explore Gong firsthand to unlock its AI-driven capabilities and propel your call center to new heights of success.
Tools Reviewed
All tools were independently evaluated for this comparison