Your call center and customer experience are two interconnected fields. After all, the contact center is the voice of your company. It’s the first (and sometimes only) interaction your customers have with your brand. And it’s where customers go to get their questions answered and their problems solved.
That’s why it’s so important to have a call center that’s up to the task. The one that’s differentiated from the competition and provides an exceptional customer experience.
According to a recent webinar by Olena Iosifova, CEO of Ender Turing, the crucial part of delivering a great customer experience is being able to measure and monitor it. Perfectly if a company understands the customer journey and can measure customer experience at every touch point.’ And a call center is one of such touchpoints for a business to keep track of.
Another reason to consider implementing call center monitoring software is the tendency to go for off-site or hybrid workplaces when supervising call centers becomes even more challenging.
After the pandemic hit, there was a noticeable rise in interest in hybrid or remote work. As specified by Global Workplace Analytics, 80 to 90% want to work remotely (at least part-time). In post-pandemic times, more workplaces are likely to allow or even require employees to work remotely.
The tendency to a remote work model is also applicable for call center agents: call center employee research held by SQM in 2021 shows that 87% of call center agents are now working from home.
Luckily, there are modern solutions and ways to deal with the relevant changes in a call center environment, like call center monitoring software. So let’s explore it a little more.
What is call center monitoring software?
Call center monitoring software is a type of software that is designed to help managers and supervisors track and monitor the performance of call center agents. This software can provide a variety of different reports and data that can be used to help identify issues and trends within the call center. Additionally, this software is essential for supporting new agents in real-time and training sessions.
Not only can supervisors provide real-time feedback, but newbies can also learn from experienced agents by listening to their calls or certain parts of their calls.
Every call center is unique. The size and scope of the operation, the type of calls they handle, the geographical location, and the company culture all make a call center unique. Additionally, how calls are handled can vary significantly from one call center to another.
We offer to look at the best pick-ups for call center monitoring software and choose one depending on your business characteristics and the software overview provided by our research.
1. Ender Turing
Pricing: starting at $39 per user per month; can be billed annually
G2 Rating: n/a
Capterra rating: n/a
Integrations: Zoom, Pipedrive, Daktela, Genesys, Cisco, Talkdesk etc.
Real-time monitoring of agents' calls
Agents performance dashboards
Coaching based on preselected best practices
Pre-scoring for 20x faster evaluation of calls
Advanced features: automated call review and scoring, fastest-to-value speech analytics, agents’ self-training tool, speech recognition, natural language processing
User review: Tetyana Dashevska:
“[Ender Turing Conversation Analytics] technology, in particular the function that gives operators answer hints based on real-time analysis of client requests and integration with the bank’s knowledge base.”
Being the fastest-to-value speech analytics on the market, Ender Turing can analyze large amounts of data (calls and chats) in minutes. This leads to an instant performance display for every agent and/or team. Thus call center managers, and supervisors can intrude at any time, for example, if they see that a specific call has drastic results or the compliance was not met by an agent.
Another dream feature of any team lead is the alert system in case compliance is not maintained or the call or chat has abnormal quality levels. The alert notification can be sent out to any assigned manager in the system. This feature prevents agents from making the same mistakes and saves the overall customer service and company statuses.
On top of that, Ender Turing call center monitoring software enables the agents to constant growth and self-coaching by assigning the best conversations or parts of the conversation to those who, for example, need to work on their efficiency or knowledge base.
Last and not least, agents have an opportunity to get immediate feedback from their supervisors inside the system. Managers can simply comment on an overall convo/ chat or a part of the conversation to inform the agents of their results or skills that need improvement.
Ender Turing monitoring functionality enables supervisors to track:
The efficiency of every call center agent or team
Skills that need to be enhanced
Preselection of best calls and parts of call for selfßcoaching purposes
The system supports all 24 European languages.
If you'd like to see Ender Turing in action, book here to get a 15-minute overview of the tool.
2. Freshdesk Contact Center
Pricing: starting at $18 per user, per month; can be billed annually
G2 Rating: 4.1
Capterra Rating: 3.8
Integrations: FrontApp, ResponseTap, Infusionsoft CRM, Nimble CRM, Pipedrive, Zoho CRM, Zendesk, Salesforce, Hubspot etc.
Track of time spent by agents on tickets
Time frames for different types of tickets
Advanced features: performance metrics, CSAT surveys & reports, Assist bot, Email bot, Audit log, Skill-based routing
User review: Asad A. on G2:
“What do you like best?
It is very easy to use and allows you to make calls without much hassle. Easy handling and getting a phone number from a country abroad so that the employees working in the customer-facing role can call using the customer's local number which in turn gives more connectivity (My personal experience). Best is in when you use this with other Freshworks apps like Freshsales and Freshchat - It syncs the data across.
What do you dislike?
The mobile app isn't up to the expectation - doesn't respond most of the times
Reports seem to have glitches and errors (from my personal experience) In the support role we cannot have any call logs missing which can cost companies big time
App crashes a lot
Sometimes the calls don't connect for no reason”
With Freshdesk Contact Center, businesses can reliably connect with customers. The cloud-based software helps companies set up their contact center in a few easy steps. Freshdesk Contact Center integrates with several CRM and Helpdesk tools, enabling sales and support teams to work seamlessly. With powerful reporting and analytics, admins can get real-time insights into their customer experience and agent productivity.
Important to note that the performance dashboards are available only in a Pro plan that starts at $59, as well as other advanced features.
The bots, automation, and AI features are available in a different variation of the product, ‘Omnichannel,’ it’d be more suitable for companies that want both to manage their call center and discover the root cause of the problems. The pricing for it starts at $35 per month.
3. RingCentral (Contact Center)
G2 Rating: 3.9
Capterra Rating: 4.3
Integrations: Desk, ServiceNow, Zendesk, Salesforce, NetSuite, Oracle etc.
ACD and IVR
Support of digital channels
Advanced features: quality management, screen recording, workforce management, performance management
User review: Jalil H. on G2:
“What do you like best about RingCentral Contact Center?
RingCentral is one of the most easy to use calling tools I have used a lot of tools in my time: Webex, Teams, Skype (back when they were separate), Discord, Google Voice, and many others. Out of all them, I would say the fastest, most high performance and easy to use tool is RingCentral. The UI is very clean, everything you need is to the left, and there's a lot extra features like Calendar Integration, and modular extensions make it an amazing tool.
What do you dislike about RingCentral Contact Center?
What I dislike the most about RingCentral? It's hard to come up with something honestly, but If I tried I'd say it's the fact that when you conference call two people together, and then you try to leave the call, it ends the call, you cannot assign someone as the host of the call, you have to stay there muted.”
RingCentral Contact Center is a cloud-based customer contact management solution that helps businesses manage customer interactions more efficiently. The solution provides companies with many features and tools that can be used to improve customer service, including customer relationship management (CRM), contact management, call recording, and analytics.
With RingCentral Contact Center, businesses can better manage customer interactions by having all their customer contact information in one place. The tool also makes it easier to track and measure customer satisfaction levels. It can also record customer calls, which can be used for training and quality assurance.
Access to advanced features, like WFM and efficiency monitoring of the agents, is only for clients with an ‘Ultimate’ type of subscription.
4. Zendesk Support Suite
Pricing: $49 per user, per month; can be billed annually
G2 Rating: 4.3
Capterra Rating: 4.4
Integrations: JIRA, Salesforce, Shopify, Slack, HubSpot
Industry-leading ticketing system
Messaging across web, mobile and social
Email, voice, SMS, and live chat support
Automation & workflows
50 AI-powered automated answers
Unified agent workspace
Onboarding and adoption guidance
Advanced features: self-service customer portal, AI-powered knowledge management, Service Level Agreement (SLA) management, routing based on agent skill, customizable and shareable dashboards
User review: Gustavo P. on Capterra:
“Overall: Excelent product, I think it stands out from the competition, it's the preferred tool for managing tickets
Pros: Almost none configuration needed. API is a great way to develop additional functionality without paying for additional features
Cons: Reporting is very expensive, also each additional agent”
Zendesk's Support Suite includes everything you need to manage customer support, from a ticketing system and knowledge base to a community forum and live chat. The reporting for the agents' performance is a part of the advanced subscription and starts at $79.
With Zendesk's Support Suite, you can give your customers the best possible support experience. The ticketing system ensures that all support requests are properly tracked and resolved on time. The knowledge base gives your team a centralized repository of knowledge to reference when resolving support requests. And the community forum allows customers to help each other out and provide feedback on your product or service.
Live chat is a great way to provide real-time support to your customers. With Zendesk's Support Suite, you can add live chat to your website or mobile app. This way, your customers can get the help they need immediately without waiting for a response from email or phone support.
Zendesk's Support Suite is a great option for any business that wants to provide the best possible customer support. With its comprehensive features, you can give your customers the support they need and deserve.
Pricing: $75 per user, per month (3-year contract)
G2 Rating: 4.4
Capterra Rating: 4.5
Integrations: Salesforce, Service Cloud Voice, Kustomer, Microsoft Dynamics 365, Microsoft Teams, Service Now, Slack, Zendesk, Zoom etc.
IVR call routing
Real-time/ live dashboards
CX & contact center performance analytics (basic)
AI voice bot
Advanced features: quality management, digital engagement (3 channels), feedback forms for customers, conversations mobile app, CX analytics & performance management (advanced)
User review: Bhavin G. on G2:
“What do you like best about Talkdesk?
Excellent project management helped us to take this implementation at our own pace. The product itself is very user-friendly and easy for administrators. We have really liked the initial sales approach and regular follow-ups with very precise requirements gathering sessions compared to other vendors we scouted (Five9 and 3CX)
What do you dislike about Talkdesk?
The only thing that we didn't like was not having any flexibility in changing our billing cycle after the terms and conditions were initially approved. So, we would like Talkdesk to give customers a bit of flexibility in changing their billing cycles when really needed.”
Talkdesk offers a cloud-based call center solution that enables businesses to make, receive and manage customer interactions in a single, centralized platform. Talkdesk’s features include call routing, automatic call distribution, call monitoring, call recording, voicemail, screen pop, outbound dialing, and more. The solution is designed to be scalable and easily configurable to meet the needs of businesses of all sizes.
Talkdesk integrates with many popular CRM and Help Desk solutions, making it easy to manage customer interactions across multiple channels. The solution offers several features designed to improve agent productivity, including real-time performance monitoring, call coaching, and gamification.
Advanced features for ‘Elevate’ and ‘Elite’ subscriptions start at $75 and $125 per user/ month with a 3-year contract that, according to reviews on G2, is not flexible.
6. Zoho Desk
Pricing: $14 per agent /month; can be billed hourly and annually
G2 Rating: 4.4
Capterra Rating: 4.5
Integrations: Zadarma, Twilio, Amazon Connect, JustCall, G Suite, Jira, Screen Magic, Salesforce, Zapier, Intercom, Mailchimp Pipedrive, etc.
Advanced features: upgraded ticketing, team management, Zia - AI helper, live chat, scheduled and global reporting, customized and multi-brand help center.
User review: Chandan M. on Capterra:
“Overall: We are extremely happy with Zoho Desk, so our customers. Our customer make fault tickets 24x7 and we can respond every tickets as per SLA. We also use Zoho Assist which is integrated with Desk. As a result, whenever remote support session is needed, that can be done withing the tickets. Our customer like this most. Everything is possible for Zoho Desk.
Pros: Setup is very much easy. We have customised the login panle and other features as per our requirement. We offer 24x7 remote support and fault ticketing for our customer. Zoho Desk made it possible.
Cons: Reporting section is not very much organized. Zoho should work out for reporting section.”
Zoho Desk is a cloud-based customer support software that helps companies deliver and manage customer service. It offers a comprehensive set of tools to help businesses streamline their support operations.
Zoho Desk also offers a robust set of features to help businesses manage their customer support more effectively. The software also offers a mobile app for iOS and Android devices.
Notably, AI features and team management tools are for upgraded subscription plans, that cost $23 and $40 per user per month.
After analyzing the current call center monitoring software market, it is clear that the first ‘to do’ is knowing your customer support needs and its organization.
Here are the aspects to consider:
what communication channel prevails
size of the customer support team
how fast you plan your customer support team to expand
For example, if the most used communication channel is Email and chats, you can exclude the software with speech analytics and vice versa. If a voice channel is the most common way for your customer to reach out, software like Ender Turing or Talkdesk can be great options to take into account.
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