Quick Overview
- 1#1: Gong - AI-powered conversation intelligence platform that records, transcribes, and analyzes sales calls to deliver actionable insights for revenue teams.
- 2#2: Chorus.ai - Conversation intelligence tool that captures and analyzes customer interactions to uncover key insights and improve sales performance.
- 3#3: Observe.AI - Real-time AI coaching and post-call analytics platform that monitors agent-customer conversations for better contact center outcomes.
- 4#4: CallMiner - Conversation analytics software that uses AI to score and analyze 100% of customer interactions across voice and digital channels.
- 5#5: NICE CXone - Enterprise cloud contact center platform with advanced call recording, monitoring, and workforce optimization features.
- 6#6: Verint - Customer engagement platform offering call recording, speech analytics, and workforce management for compliance and quality assurance.
- 7#7: Talkdesk - AI-native contact center solution with call monitoring, real-time guidance, and omnichannel analytics.
- 8#8: Dialpad - AI-powered VoIP platform providing call recording, transcription, sentiment analysis, and real-time coaching.
- 9#9: Five9 - Cloud contact center software with intelligent virtual agents, call recording, and performance analytics.
- 10#10: RingCentral - Unified communications platform featuring call monitoring, recording, and AI-driven insights for teams.
These tools were selected and ranked based on a blend of key factors, including AI capabilities, ease of deployment, user experience, and overall value, ensuring they deliver actionable insights and long-term utility for diverse teams.
Comparison Table
In competitive business environments, robust call monitoring is key to boosting customer satisfaction and refining agent effectiveness. This comparison table highlights leading tools like Gong, Chorus.ai, Observe.AI, CallMiner, and NICE CXone, exploring their core features, integration strengths, and pricing models to help readers find the right solution for their needs.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Gong AI-powered conversation intelligence platform that records, transcribes, and analyzes sales calls to deliver actionable insights for revenue teams. | specialized | 9.6/10 | 9.8/10 | 9.2/10 | 9.1/10 |
| 2 | Chorus.ai Conversation intelligence tool that captures and analyzes customer interactions to uncover key insights and improve sales performance. | specialized | 9.1/10 | 9.5/10 | 8.8/10 | 8.5/10 |
| 3 | Observe.AI Real-time AI coaching and post-call analytics platform that monitors agent-customer conversations for better contact center outcomes. | specialized | 8.7/10 | 9.2/10 | 8.3/10 | 8.1/10 |
| 4 | CallMiner Conversation analytics software that uses AI to score and analyze 100% of customer interactions across voice and digital channels. | specialized | 8.7/10 | 9.4/10 | 7.8/10 | 8.2/10 |
| 5 | NICE CXone Enterprise cloud contact center platform with advanced call recording, monitoring, and workforce optimization features. | enterprise | 8.5/10 | 9.2/10 | 7.4/10 | 8.0/10 |
| 6 | Verint Customer engagement platform offering call recording, speech analytics, and workforce management for compliance and quality assurance. | enterprise | 8.2/10 | 8.9/10 | 7.4/10 | 7.7/10 |
| 7 | Talkdesk AI-native contact center solution with call monitoring, real-time guidance, and omnichannel analytics. | enterprise | 8.7/10 | 9.2/10 | 8.4/10 | 8.1/10 |
| 8 | Dialpad AI-powered VoIP platform providing call recording, transcription, sentiment analysis, and real-time coaching. | enterprise | 8.2/10 | 8.5/10 | 9.0/10 | 7.8/10 |
| 9 | Five9 Cloud contact center software with intelligent virtual agents, call recording, and performance analytics. | enterprise | 8.4/10 | 9.2/10 | 7.8/10 | 7.9/10 |
| 10 | RingCentral Unified communications platform featuring call monitoring, recording, and AI-driven insights for teams. | enterprise | 8.2/10 | 8.8/10 | 8.0/10 | 7.5/10 |
AI-powered conversation intelligence platform that records, transcribes, and analyzes sales calls to deliver actionable insights for revenue teams.
Conversation intelligence tool that captures and analyzes customer interactions to uncover key insights and improve sales performance.
Real-time AI coaching and post-call analytics platform that monitors agent-customer conversations for better contact center outcomes.
Conversation analytics software that uses AI to score and analyze 100% of customer interactions across voice and digital channels.
Enterprise cloud contact center platform with advanced call recording, monitoring, and workforce optimization features.
Customer engagement platform offering call recording, speech analytics, and workforce management for compliance and quality assurance.
AI-native contact center solution with call monitoring, real-time guidance, and omnichannel analytics.
AI-powered VoIP platform providing call recording, transcription, sentiment analysis, and real-time coaching.
Cloud contact center software with intelligent virtual agents, call recording, and performance analytics.
Unified communications platform featuring call monitoring, recording, and AI-driven insights for teams.
Gong
specializedAI-powered conversation intelligence platform that records, transcribes, and analyzes sales calls to deliver actionable insights for revenue teams.
Deal Intelligence, which uses AI to score deals and predict outcomes based on call data patterns
Gong is a premier revenue intelligence platform specializing in call monitoring and conversation analytics for sales teams. It automatically records, transcribes, and analyzes customer calls using AI to uncover insights on buyer behavior, talk ratios, and key moments. The software provides coaching tools, deal forecasting, and performance metrics to drive revenue growth and team improvement.
Pros
- AI-powered conversation intelligence with real-time insights and sentiment analysis
- Seamless integrations with CRM systems like Salesforce and HubSpot
- Robust coaching and forecasting tools that boost sales performance
Cons
- Premium pricing may be prohibitive for small teams
- Initial setup and data integration can be time-intensive
- Advanced features require training to fully leverage
Best For
Mid-to-large sales organizations seeking deep call analytics and revenue optimization.
Pricing
Custom enterprise pricing, typically starting at $100+ per user/month with annual contracts.
Chorus.ai
specializedConversation intelligence tool that captures and analyzes customer interactions to uncover key insights and improve sales performance.
AI Moments detection that automatically captures and highlights critical conversation snippets for quick review and coaching.
Chorus.ai is an AI-powered conversation intelligence platform designed for sales teams, automatically recording, transcribing, and analyzing customer calls to extract actionable insights. It identifies key moments, tracks keywords, assesses talk-to-listen ratios, and provides call scoring to help reps improve performance. Integrated with CRMs like Salesforce, it turns raw conversation data into coaching opportunities and revenue intelligence.
Pros
- Advanced AI-driven insights like sentiment analysis and deal risk scoring
- Seamless integrations with Salesforce, Gong alternatives, and other sales tools
- Comprehensive coaching library with searchable call clips
Cons
- Enterprise-level pricing may be prohibitive for small teams
- Requires compliance with call recording laws and consent management
- Initial setup and data onboarding can take time
Best For
Mid-to-large sales organizations looking to scale rep coaching and optimize deal pipelines through AI call analysis.
Pricing
Custom enterprise pricing via quote; typically $100+ per user/month with volume discounts.
Observe.AI
specializedReal-time AI coaching and post-call analytics platform that monitors agent-customer conversations for better contact center outcomes.
Real-Time Agent Assist, which provides contextual guidance and next-best-action prompts during live customer interactions
Observe.AI is an AI-powered conversation intelligence platform designed for contact centers, providing real-time monitoring, coaching, and analytics for customer calls. It transcribes conversations with high accuracy, detects key topics, sentiments, and compliance risks, and delivers actionable insights to improve agent performance and customer experience. The platform automates quality assurance, scores interactions, and offers agent assist features to guide live calls.
Pros
- Highly accurate AI transcription and topic detection with low latency
- Real-time agent coaching and compliance alerts during live calls
- Robust analytics dashboard for performance trends and coaching insights
Cons
- Enterprise-level pricing can be steep for smaller teams
- Initial setup and integration with existing telephony systems requires technical expertise
- Customization options may overwhelm users without dedicated support
Best For
Mid-to-large contact centers focused on AI-driven quality assurance and real-time agent optimization.
Pricing
Custom enterprise pricing, typically starting at $100-$150 per agent per month, with volume discounts available.
CallMiner
specializedConversation analytics software that uses AI to score and analyze 100% of customer interactions across voice and digital channels.
Emotion AI that detects nuanced customer sentiments and micro-expressions in speech for unprecedented interaction insights
CallMiner is an AI-driven conversation intelligence platform specializing in automated analysis of customer interactions across voice calls, chats, emails, and surveys. It offers speech analytics, sentiment detection, quality monitoring, compliance checks, and real-time agent coaching to optimize contact center performance. The Eureka platform processes 100% of interactions to deliver actionable insights for improving customer experience and agent productivity.
Pros
- Advanced AI for speech-to-text, emotion detection, and behavioral analytics
- Real-time guidance and automated coaching for agents
- Comprehensive compliance monitoring and industry benchmarking
Cons
- Complex setup and lengthy implementation for enterprise-scale deployments
- High cost unsuitable for small to mid-sized businesses
- Performance reliant on high-quality audio and data volumes
Best For
Large enterprise contact centers with high interaction volumes seeking deep AI-powered insights and coaching.
Pricing
Custom enterprise pricing based on call volume and features; typically starts at $50,000+ annually, quote required.
NICE CXone
enterpriseEnterprise cloud contact center platform with advanced call recording, monitoring, and workforce optimization features.
Enlighten AI for real-time agent assist and automated interaction summarization
NICE CXone is an enterprise-grade customer experience platform with robust call monitoring capabilities, including interaction recording, speech analytics, and real-time supervision tools. It leverages AI to provide sentiment analysis, keyword spotting, and automated quality scoring for recorded calls, helping supervisors identify coaching opportunities and ensure compliance. The solution integrates with workforce management and omnichannel routing for a unified CX view.
Pros
- Advanced AI-powered speech analytics and real-time guidance
- Comprehensive omnichannel interaction recording
- Strong compliance and quality management tools
Cons
- High implementation complexity and costs
- Steep learning curve for non-enterprise users
- Custom pricing lacks transparency
Best For
Large-scale contact centers needing sophisticated AI analytics and enterprise scalability for call quality assurance.
Pricing
Custom enterprise pricing, typically $100-$300+ per agent/month depending on modules and scale; quotes required.
Verint
enterpriseCustomer engagement platform offering call recording, speech analytics, and workforce management for compliance and quality assurance.
Da Vinci AI-powered speech analytics for real-time sentiment detection and automated quality assurance
Verint offers a comprehensive workforce engagement management platform with advanced call monitoring capabilities, including interaction recording, speech analytics, and quality management tools. It captures and analyzes customer interactions across voice, digital, and back-office channels to ensure compliance, improve agent performance, and derive actionable insights. The solution integrates AI-driven features like sentiment analysis and automated scoring to help enterprises optimize their contact centers.
Pros
- Powerful AI and speech analytics for deep conversation insights
- Scalable for large enterprise contact centers with strong compliance tools
- Extensive integrations with CRM and telephony systems
Cons
- Complex implementation and steep learning curve
- High cost unsuitable for small businesses
- Customization requires significant professional services
Best For
Large enterprises with high-volume contact centers seeking advanced AI-driven analytics and compliance monitoring.
Pricing
Custom enterprise pricing, typically starting at $50,000+ annually based on user count and features.
Talkdesk
enterpriseAI-native contact center solution with call monitoring, real-time guidance, and omnichannel analytics.
Autopilot AI for real-time conversation intelligence and automated quality scoring
Talkdesk is a robust cloud-based contact center platform specializing in call monitoring with features like real-time live monitoring, call recording, and AI-driven quality management tools. Supervisors can silently monitor, whisper coach, or barge into calls, while advanced analytics provide insights into agent performance, customer sentiment, and compliance. It integrates seamlessly with CRMs and supports omnichannel interactions for comprehensive oversight.
Pros
- Powerful AI analytics for call sentiment and interaction insights
- Real-time monitoring with barge, whisper, and conference options
- Scalable for enterprise contact centers with strong integrations
Cons
- Pricing can be steep for smaller teams
- Initial setup and customization require expertise
- Some advanced features have a learning curve
Best For
Mid-to-large contact centers seeking AI-enhanced call monitoring and quality assurance in high-volume environments.
Pricing
Starts at around $75/user/month for basic plans, scaling to $125+ for advanced features; custom enterprise pricing available.
Dialpad
enterpriseAI-powered VoIP platform providing call recording, transcription, sentiment analysis, and real-time coaching.
Real-time AI sentiment analysis and whisper coaching
Dialpad is a cloud-based unified communications platform with robust AI-driven call monitoring capabilities, including real-time transcription, sentiment analysis, and live coaching. It enables supervisors to monitor calls silently, provide whisper coaching, or barge in as needed, while offering detailed analytics and reporting for performance insights. Integrated with CRM tools like Salesforce, Dialpad streamlines customer interactions for sales and support teams.
Pros
- Advanced AI sentiment analysis and real-time coaching
- High-quality call recording with automatic transcription
- Seamless integration with CRMs and intuitive mobile/web apps
Cons
- Advanced monitoring features locked behind higher pricing tiers
- Limited barge-in customization options
- Performance can vary with internet quality
Best For
SMBs and mid-sized teams seeking an all-in-one UCaaS platform with strong AI call monitoring for sales and support.
Pricing
Starts at $15/user/month (Standard), $25/user/month (Pro) with full AI monitoring in Enterprise plans (custom pricing).
Five9
enterpriseCloud contact center software with intelligent virtual agents, call recording, and performance analytics.
Intelligent Speech Analytics for automated transcription, sentiment analysis, and actionable insights from calls
Five9 is a cloud-based contact center platform with comprehensive call monitoring features, including call recording, real-time supervisor monitoring, quality management, and AI-driven speech analytics. It allows supervisors to listen in on live calls, review recordings with automated scoring, and extract insights from customer interactions using natural language processing. The solution integrates seamlessly with CRMs and supports omnichannel monitoring for enhanced agent performance and compliance.
Pros
- Robust AI-powered speech and interaction analytics for deep insights
- Scalable for enterprise-level contact centers with strong CRM integrations
- Real-time monitoring and coaching tools to improve agent performance
Cons
- High pricing suitable only for larger operations
- Steep learning curve for setup and advanced configuration
- Occasional reports of complex interface navigation
Best For
Mid-to-large contact centers needing advanced, scalable call monitoring with AI analytics.
Pricing
Custom quote-based pricing, typically starting at $149 per user/month for core features, with add-ons for analytics.
RingCentral
enterpriseUnified communications platform featuring call monitoring, recording, and AI-driven insights for teams.
Real-time coaching with whisper and barge-in during live calls
RingCentral is a comprehensive cloud-based unified communications platform that includes robust call monitoring features for contact centers and teams. Supervisors can silently monitor live calls, provide real-time coaching via whisper mode, or join conversations through barge-in capabilities. It also offers call recording, AI-powered analytics, and detailed reporting to improve agent performance and ensure compliance.
Pros
- Advanced monitoring tools including silent listen, whisper, and barge
- Strong analytics and AI insights for call performance
- Seamless integrations with CRM systems like Salesforce
Cons
- Pricing is higher than dedicated call monitoring tools
- Feature set can feel overwhelming for basic monitoring needs
- Some users report occasional app glitches during peak usage
Best For
Mid-sized to large businesses needing integrated UCaaS with professional-grade call monitoring.
Pricing
Starts at $20/user/month (Essentials) up to $45/user/month (Ultimate), billed annually with contact center add-ons extra.
Conclusion
The reviewed call monitoring software offers a strong range of solutions, with Gong leading as the top choice—its AI-powered conversation intelligence providing actionable insights that directly support revenue-focused teams. Chorus.ai and Observe.AI follow closely, with Chorus.ai excelling in uncovering customer interaction insights to enhance sales performance and Observe.AI standing out for real-time coaching and post-call analytics to improve contact center outcomes. Together, these tools cater to diverse needs in contact center management.
Take the next step in refining your team's performance by trying Gong, the top-ranked tool, and unlock the power of actionable conversation insights.
Tools Reviewed
All tools were independently evaluated for this comparison