Quick Overview
- 1#1: Gong - AI-powered revenue intelligence platform that records, transcribes, and analyzes sales calls for actionable insights.
- 2#2: Chorus.ai - Conversation intelligence tool that captures, transcribes, and provides AI-driven insights from customer calls.
- 3#3: CallMiner - Conversation analytics platform using AI to score, analyze, and optimize customer interactions across calls.
- 4#4: Observe.AI - Real-time AI coaching and monitoring platform for contact centers to improve agent performance during calls.
- 5#5: ExecVision - Call recording and coaching software that enables teams to review, analyze, and improve phone conversations.
- 6#6: Talkdesk - Cloud contact center platform with AI-powered call monitoring, recording, and quality management features.
- 7#7: Dialpad - AI-driven business communications platform offering real-time call transcription, monitoring, and analytics.
- 8#8: Five9 - Intelligent cloud contact center solution with advanced call recording, monitoring, and workforce management.
- 9#9: RingCentral - Unified communications platform providing call recording, monitoring, and analytics for business teams.
- 10#10: Nextiva - Business phone system with call monitoring, recording, and reporting tools for team performance tracking.
These tools were selected based on their features, performance quality, user-friendliness, and overall value, ensuring they meet the diverse needs of modern contact centers and sales teams.
Comparison Table
Phone call monitoring software is essential for businesses seeking to refine customer engagement and agent performance. This comparison table details top tools like Gong, Chorus.ai, CallMiner, Observe.AI, and ExecVision, presenting their key features, strengths, and best-fit scenarios. Readers will gain actionable insights to identify the right software that aligns with their operational needs and enhances overall effectiveness.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Gong AI-powered revenue intelligence platform that records, transcribes, and analyzes sales calls for actionable insights. | specialized | 9.7/10 | 9.9/10 | 9.2/10 | 8.7/10 |
| 2 | Chorus.ai Conversation intelligence tool that captures, transcribes, and provides AI-driven insights from customer calls. | specialized | 9.2/10 | 9.6/10 | 8.7/10 | 8.8/10 |
| 3 | CallMiner Conversation analytics platform using AI to score, analyze, and optimize customer interactions across calls. | specialized | 9.2/10 | 9.6/10 | 7.8/10 | 8.4/10 |
| 4 | Observe.AI Real-time AI coaching and monitoring platform for contact centers to improve agent performance during calls. | specialized | 8.7/10 | 9.2/10 | 8.0/10 | 8.4/10 |
| 5 | ExecVision Call recording and coaching software that enables teams to review, analyze, and improve phone conversations. | specialized | 8.3/10 | 9.0/10 | 8.0/10 | 7.5/10 |
| 6 | Talkdesk Cloud contact center platform with AI-powered call monitoring, recording, and quality management features. | enterprise | 8.6/10 | 9.1/10 | 8.2/10 | 7.8/10 |
| 7 | Dialpad AI-driven business communications platform offering real-time call transcription, monitoring, and analytics. | enterprise | 8.3/10 | 9.1/10 | 8.7/10 | 7.6/10 |
| 8 | Five9 Intelligent cloud contact center solution with advanced call recording, monitoring, and workforce management. | enterprise | 8.3/10 | 8.7/10 | 7.9/10 | 7.6/10 |
| 9 | RingCentral Unified communications platform providing call recording, monitoring, and analytics for business teams. | enterprise | 8.2/10 | 8.7/10 | 7.9/10 | 7.6/10 |
| 10 | Nextiva Business phone system with call monitoring, recording, and reporting tools for team performance tracking. | enterprise | 7.8/10 | 7.5/10 | 8.5/10 | 7.9/10 |
AI-powered revenue intelligence platform that records, transcribes, and analyzes sales calls for actionable insights.
Conversation intelligence tool that captures, transcribes, and provides AI-driven insights from customer calls.
Conversation analytics platform using AI to score, analyze, and optimize customer interactions across calls.
Real-time AI coaching and monitoring platform for contact centers to improve agent performance during calls.
Call recording and coaching software that enables teams to review, analyze, and improve phone conversations.
Cloud contact center platform with AI-powered call monitoring, recording, and quality management features.
AI-driven business communications platform offering real-time call transcription, monitoring, and analytics.
Intelligent cloud contact center solution with advanced call recording, monitoring, and workforce management.
Unified communications platform providing call recording, monitoring, and analytics for business teams.
Business phone system with call monitoring, recording, and reporting tools for team performance tracking.
Gong
specializedAI-powered revenue intelligence platform that records, transcribes, and analyzes sales calls for actionable insights.
Conversation Intelligence AI that automatically identifies risks, opportunities, and coaching moments in calls
Gong is a premier revenue intelligence platform specializing in phone call monitoring for sales teams, automatically recording, transcribing, and analyzing conversations with AI to uncover insights like customer sentiment, talk ratios, and deal risks. It provides real-time coaching recommendations, customizable dashboards, and seamless CRM integrations to drive revenue growth. Beyond monitoring, Gong surfaces actionable intelligence from calls to improve rep performance and forecasting accuracy.
Pros
- Advanced AI for transcription, sentiment analysis, and deal intelligence
- Seamless integrations with Salesforce, HubSpot, and other CRMs
- Powerful coaching and team performance tools with customizable playbooks
Cons
- High cost makes it less accessible for small businesses
- Steep learning curve for maximizing advanced analytics
- Primarily optimized for sales calls, less versatile for general call centers
Best For
Mid-to-large sales organizations aiming to transform conversation data into revenue-driving insights.
Pricing
Custom enterprise pricing, typically starting at $100+ per user per month with annual contracts.
Chorus.ai
specializedConversation intelligence tool that captures, transcribes, and provides AI-driven insights from customer calls.
AI-powered Deal Inspection that automatically scores calls and highlights revenue-impacting moments
Chorus.ai is a leading conversation intelligence platform that records, transcribes, and analyzes phone calls and video meetings, primarily for sales teams. It leverages AI to deliver insights like talk ratios, objection detection, keyword tracking, and competitive intelligence to improve rep performance and deal outcomes. The tool integrates deeply with CRMs such as Salesforce, enabling automated coaching, team benchmarking, and revenue intelligence.
Pros
- Exceptionally accurate AI transcription and speaker identification
- Advanced analytics including moment detection and coaching playbooks
- Seamless integrations with CRM and sales tools like Salesforce and Gong alternatives
Cons
- Premium pricing may be prohibitive for small teams
- Initial setup and learning curve for advanced features
- Primarily sales-focused, less versatile for non-sales call monitoring
Best For
Mid-to-large sales organizations aiming to optimize rep coaching and deal velocity through AI-driven call insights.
Pricing
Custom enterprise pricing via quote; typically starts at $100+ per user per month with annual contracts.
CallMiner
specializedConversation analytics platform using AI to score, analyze, and optimize customer interactions across calls.
Eureka AI platform with patented emotion and behavioral analytics for uncovering hidden insights in 100% of interactions
CallMiner is an enterprise-grade conversation intelligence platform that uses AI to analyze phone calls, emails, chats, and other customer interactions for deep insights into agent performance and customer sentiment. It provides automated transcription, emotion detection, keyword spotting, compliance monitoring, and real-time coaching recommendations to optimize contact center operations. With integrations across major telephony and CRM systems, it turns raw conversation data into actionable business intelligence.
Pros
- Advanced AI-driven speech analytics and emotion detection for precise insights
- Real-time monitoring, alerts, and automated quality assurance
- Robust integrations with CRMs, telephony, and workforce management tools
Cons
- Steep learning curve and complex initial setup for non-enterprise users
- High cost suitable mainly for large-scale operations
- Requires substantial call volume to maximize AI accuracy and ROI
Best For
Large contact centers and enterprises needing sophisticated, scalable conversation analytics to drive agent coaching and compliance.
Pricing
Custom enterprise pricing based on volume and features; typically starts at $50K+ annually, contact sales for quote.
Observe.AI
specializedReal-time AI coaching and monitoring platform for contact centers to improve agent performance during calls.
Real-Time Conversation Guidance with AI-driven prompts
Observe.AI is an AI-powered conversation intelligence platform designed for contact centers, specializing in real-time monitoring and analysis of phone calls. It provides live agent assist with guidance prompts during calls, automated quality scoring, sentiment analysis, and post-call insights to enhance agent performance and customer experience. The software integrates with major CCaaS platforms to deliver actionable coaching and compliance monitoring at scale.
Pros
- Real-time AI guidance for agents during live calls
- Advanced analytics including sentiment, compliance, and auto-QA
- Seamless integrations with CRM and CCaaS platforms
Cons
- High cost suited mainly for enterprises
- Steep learning curve for advanced customization
- Limited standalone use for small teams without CCaaS
Best For
Mid-to-large contact centers needing real-time AI coaching and scalable call analytics.
Pricing
Custom quote-based pricing, typically $100-200 per agent/month for enterprise plans.
ExecVision
specializedCall recording and coaching software that enables teams to review, analyze, and improve phone conversations.
AI-powered coaching playlists that automatically curate and organize calls for personalized rep training
ExecVision is a conversation intelligence platform designed for sales teams, offering AI-powered recording, transcription, and analysis of phone calls to uncover insights and drive performance improvements. It provides tools like scorecards, coaching playlists, and revenue intelligence to help managers identify trends, coach reps, and integrate seamlessly with CRMs such as Salesforce. The platform emphasizes actionable analytics from sales conversations to boost win rates and rep effectiveness.
Pros
- Powerful AI analytics and customizable scorecards for deep call insights
- Seamless integrations with Salesforce and other CRMs
- Coaching playlists that curate calls for targeted rep training
Cons
- Enterprise-level pricing may be steep for small teams
- Steeper learning curve for advanced analytics features
- Primarily optimized for sales calls, less versatile for other use cases
Best For
Mid-to-large sales organizations focused on data-driven coaching and performance optimization through call analysis.
Pricing
Custom enterprise pricing; typically starts at $50-100/user/month with volume discounts, contact sales for quote.
Talkdesk
enterpriseCloud contact center platform with AI-powered call monitoring, recording, and quality management features.
AI-powered Interaction Analytics that uses Google Cloud AI to automatically transcribe, analyze, and score calls for compliance and coaching insights
Talkdesk is a cloud-based contact center platform with robust phone call monitoring features, including live silent monitoring, barge-in, whisper coaching, and comprehensive call recording. It leverages AI for speech analytics, quality management, and compliance recording, allowing supervisors to oversee agent performance in real-time across omnichannel interactions. The platform provides actionable insights through dashboards and reporting to improve customer experience and operational efficiency.
Pros
- Advanced live monitoring tools like barge, whisper, and silent monitor
- AI-driven Interaction Analytics for automated call scoring and insights
- Seamless integrations with CRMs like Salesforce and strong scalability
Cons
- High pricing suitable mainly for enterprises
- Steep learning curve for full feature utilization
- Custom setup and onboarding can be time-intensive
Best For
Mid-to-large contact centers requiring enterprise-grade call monitoring and analytics within a full CCaaS platform.
Pricing
Custom quote-based pricing; typically starts at $75-$150 per agent/month depending on edition and features.
Dialpad
enterpriseAI-driven business communications platform offering real-time call transcription, monitoring, and analytics.
AI Live Coach, which provides real-time sentiment analysis, talk-time tracking, and coaching prompts during ongoing calls
Dialpad is a cloud-based VoIP phone system with integrated AI-powered call monitoring tools designed for business communications. It provides real-time call transcription, sentiment analysis, live coaching features like whisper and barge-in, and detailed analytics dashboards for quality assurance and compliance. These capabilities help teams improve customer interactions and agent performance without needing separate monitoring software.
Pros
- AI-driven real-time transcription and sentiment analysis
- Live call coaching tools (whisper, barge, mute)
- Seamless CRM integrations like Salesforce and HubSpot
Cons
- Pricing escalates quickly for advanced AI features
- Monitoring tied to full VoIP platform, not standalone
- Occasional glitches in real-time analytics during high volume
Best For
Mid-sized sales and customer support teams needing AI-enhanced call monitoring within a unified communications platform.
Pricing
Standard at $15/user/month (basic recording); Pro at $25/user/month (AI monitoring); Enterprise custom pricing.
Five9
enterpriseIntelligent cloud contact center solution with advanced call recording, monitoring, and workforce management.
AI-driven speech analytics for real-time sentiment detection and automated interaction scoring
Five9 is a cloud-based contact center platform that provides robust phone call monitoring capabilities, including real-time silent monitoring, whisper coaching, barge-in intervention, and comprehensive call recording. It integrates AI-driven speech analytics, sentiment analysis, and automated quality scoring to help supervisors evaluate and improve agent performance. The platform supports large-scale operations with searchable call archives and detailed interaction reporting for compliance and training purposes.
Pros
- Advanced real-time monitoring with listen, whisper, and barge options
- AI-powered speech analytics and automated QA scoring
- Scalable for enterprise contact centers with CRM integrations
Cons
- Steep learning curve for complex configurations
- High cost, especially for smaller teams
- Overkill for basic monitoring needs without full contact center use
Best For
Large contact centers and enterprises needing integrated call monitoring, analytics, and quality management.
Pricing
Quote-based pricing, typically starting at $149 per agent per month for core features, increasing with AI analytics and advanced modules.
RingCentral
enterpriseUnified communications platform providing call recording, monitoring, and analytics for business teams.
RingSense AI for real-time conversation intelligence and automated call summaries
RingCentral is a comprehensive cloud-based unified communications platform that excels in phone call monitoring through features like live call monitoring, whisper coaching, barge-in, and automated recording. It provides detailed call analytics, compliance tools, and AI-powered insights via RingSense for conversation intelligence, transcription, and sentiment analysis. Ideal for businesses needing integrated VoIP with robust supervisory controls, it supports scalability from small teams to enterprises.
Pros
- Advanced live monitoring with silent monitor, whisper, and barge modes
- AI-driven analytics including transcription and sentiment analysis
- Strong integration with CRMs and robust reporting for compliance
Cons
- Pricing escalates quickly for full monitoring features
- Best suited within RingCentral's ecosystem, limiting standalone use
- Setup and customization can be complex for non-tech users
Best For
Mid-sized businesses and contact centers needing integrated UCaaS with professional-grade call monitoring.
Pricing
Core plans start at $20/user/month (Essentials); advanced monitoring in Standard ($25/user/month) and Premium ($35+/user/month) tiers, billed annually.
Nextiva
enterpriseBusiness phone system with call monitoring, recording, and reporting tools for team performance tracking.
Whisper coaching mode for real-time agent guidance during live calls without customer awareness
Nextiva is a cloud-based VoIP unified communications platform that offers robust phone call monitoring tools as part of its business phone system. Supervisors can silently monitor live calls, use whisper mode to coach agents in real-time without customers hearing, or barge into calls for three-way interventions. It also includes call recording, queue monitoring, analytics, and compliance features to improve team performance and ensure regulatory adherence.
Pros
- Seamless integration of monitoring with full UCaaS suite including video and messaging
- Reliable call quality and intuitive dashboard for supervisors
- Advanced analytics and reporting for call insights
Cons
- Call monitoring and whisper/barge require Professional or Enterprise plans
- Not a standalone monitoring tool, best as part of broader phone service
- Pricing scales up quickly for larger teams with add-ons
Best For
Small to mid-sized businesses needing integrated VoIP with call center monitoring capabilities rather than specialized standalone software.
Pricing
Starts at $18.95/user/month (Essential, basic features); Professional ($22.95) adds monitoring/recording; Enterprise ($32.95) includes advanced analytics; annual billing discounts available.
Conclusion
Selecting the ideal phone call monitoring software requires balancing AI capabilities, real-time utility, and strategic alignment, and Gong leads as the top choice, leveraging its robust revenue intelligence to transform sales interactions. Close behind, Chorus.ai and CallMiner offer standout analytics, each tailored to distinct needs, ensuring strong alternatives for nearly every team. These tools bridge raw call data and strategic growth, with Gong setting the standard for transformative insights.
To unlock actionable insights and elevate performance, start with Gong—its unmatched ability to turn calls into strategic data makes it the definitive tool for staying ahead in customer engagement.
Tools Reviewed
All tools were independently evaluated for this comparison