Last Tuesday, a deal died, and nobody in the room had a straight answer. The recording sat untouched. Nine days later, the agent got feedback. The prospect had already moved on.

The funny thing is, the tools to prevent exactly this aren’t expensive or complicated these days. Gartner’s research puts a 15% conversion gap between monitored and unmonitored teams, and most sales managers have heard that stat by now. The ones who act on it run call monitoring software . That deal would still be alive.

What is Call Monitoring Software?

Call monitoring software gives supervisors full visibility into how agents communicate with customers. It records calls for later review, lets managers silently listen to live conversations, and in many platforms, allows them to coach agents mid-call without the customer hearing.

The core features to look for in call quality monitoring software :

  • Live call listening
  • Call whispering
  • Call recording
  • Real-time dashboards
  • CRM integration

What are the 10 Best Call Monitoring Software Tools in 2026?

1. Runo

Runo occupies a unique position in the call center call-monitoring software space because it solves a problem that most tools ignore. Cloud-based dialers depend entirely on internet stability. When connectivity drops, connect ratios fall. Runo routes calls over actual mobile SIM networks, which is why customers report a 2.3x higher connect rate than with cloud telephony systems.

Runo designs its monitoring features specifically for sales managers running outbound teams. Live team status shows exactly who is on a call and who has gone quiet. AI sentiment analysis reads customer emotion during the call itself. Every recording syncs automatically to the lead’s CRM timeline, and AI-generated summaries replace the need to sit through full recordings.

Key Features

  • Live Team Status – see who is on a call, available, or on break without constant check-ins
  • AI Sentiment Analysis – understand how customers felt during each call
  • Call Recording – record every call automatically for quality reviews and team training
  • AI Call Summaries – get instant written summaries after every recorded call
  • Auto Dialer – agents stop wasting time on manual dialing and spend more of their shift actually talking to prospects
  • Real-Time Dashboards – monitor team performance live from a single view

Runo also bundles lead management, follow-up reminders, and WhatsApp CRM into a single platform. Setup takes under 30 minutes with no hardware required. Start a free Runo trial and see what a higher connect ratio does to your numbers.

Best for: High-volume outbound sales and telecalling teams across India.

2. CloudTalk

CloudTalk solves a specific problem for teams spread across regions or countries. Supervisors can listen in, whisper, or join live calls from a single interface. It connects with over 100 tools and supports local numbers in more than 160 countries. The one limitation is internet dependency. When the connection drops, so does call quality.

Best for: Mid-sized teams running across multiple regions who need monitoring and CRM in one place.

3. Talkdesk

If your QA process still relies on someone manually pulling calls and filling out scorecards, Talkdesk is worth a serious look. It can handle scoring, sentiment tracking, and coaching flags without anyone having to initiate them. Predictive forecasting is genuinely useful, too, giving ops teams a staffing picture before shortfalls show up on a schedule. That said, this is a platform built with large contact centres in mind, and the pricing makes that clear.

Best for: Enterprise contact centres prioritising AI-driven quality management at scale.

4. Zendesk

Zendesk includes call monitoring for teams already running its support platform. The Agent Workspace puts live monitoring, transcripts, and sentiment data right next to tickets and emails, and no switching between tools. Calls are billed per minute, though, and high-volume outbound teams tend to feel that on the invoice.

Best for: Support-led businesses already embedded in the Zendesk ecosystem.

5. RingCentral

RingCentral holds up well with large teams spread across locations. Call quality stays consistent whether agents are down the hall or in different cities. Supervisors can listen in, whisper, and barge from the same place. The analytics sit there, no screen switching needed. Regulated industries such as banking and insurance find compliance tools particularly useful. For smaller teams, the platform can feel like overkill.

Best for: Large enterprises with complex telephony and compliance requirements.

6. Aircall

Aircall gets the team off the ground fast and sets up much more quickly. The live feed gives managers a real-time view of all active calls and agent availability from a single screen, no switching between tabs or tools. Lower-tier plans don’t include call barging, so if your managers use mid-call coaching regularly, it’s worth checking the plan details before signing up.

Best for: Growing teams that need fast setup and clean call monitoring without the complexity of enterprise tools.

7. Freshcaller

Teams already using Freshdesk will find Freshcaller a natural fit for their existing setup. A single click from any call opens a support ticket. The handoff is instant, and nothing slips through the cracks. The platform supports remote teams without physical infrastructure and even premium plans cap total usage minutes, which creates problems for high-volume telecalling operations.

Best for: Support teams on Freshdesk wanting to add voice monitoring without a separate platform.

8. MightyCall

MightyCall doesn’t strip out the monitoring features just because it targets smaller businesses. Live listen, whisper, and barge are all there, which isn’t a given at this price point. The 99.99% uptime claim holds up in practice, too, with G2 reviewers consistently rating it 4.4/5.

Best for: Small and medium businesses that need real monitoring features without the cost that usually comes with them.

9. Dialpad

Dialpad does most of its work while the call is still live. Transcription runs in the background, and if something worth flagging comes up, a keyword, a tone shift, and the alert goes out before the conversation even wraps up. The summary is ready by the time the call ends. No reports to chase, no notes to write up, no waiting till the end of the week to find out what happened.

Best for: Sales teams wanting AI-driven conversation intelligence built into their monitoring workflow.

10. Nextiva

Nextiva pulls calls, SMS, and web chat into a single inbox. The CRM integrations are easy enough that you don’t need a technical person to get them up and running. 

Best for: Teams looking for dependable call-monitoring software at a fair price.

Quick Comparison of Call Monitoring Software

Tool Best For Starting Price
Runo Outbound telecalling teams Free trial available
CloudTalk Global teams $25/user/month
Talkdesk Enterprise QA $85/user/month
Zendesk Support teams $55/agent/month (Suite Team)
RingCentral Large enterprises $20/user/month (Core plan)
Aircall Growing teams $30/user/month (Essentials annual)
Freshcaller Freshdesk users Free plan + $15/agent/month (Growth)
MightyCall SMBs $15/user/month (Core annual)
Dialpad AI-focused sales teams $15/user/month (Standard annual)
Nextiva Budget-conscious teams $15/user/month (Core annual)

Before You Buy Any Call Monitoring Software

  1. Field teams and outbound-heavy operations in areas with patchy internet will quietly bleed connect ratios on any cloud-only platform. The pricing page won’t mention that.
  2. Live coaching mid-call is a completely different problem from post-call QA. Whisper and barge for one, AI transcription and scoring for the other. Picking a tool that claims to do both perfectly is usually where teams go wrong.
  3. Call notes falling through the cracks is almost always a CRM sync problem, not a people problem. CRM integration for telecalling teams fixes issues before they become bigger problems. You can also explore how call tracking improves outbound performance before committing.

Frequently Asked Questions

What is the best call monitoring software for small businesses?

Call volume is the deciding factor here. For small teams making a handful of calls a day, MightyCall or Aircall will do the job. Scale that up, and both quickly start showing their limits. Runo is built for high-volume telecalling with the CRM, dialler, and call recording all sitting in one place, so there’s no jumping between tools or losing data in the gaps.

What is the difference between call monitoring and call recording?

Call recording captures and stores conversations for later review. Good call quality monitoring software goes beyond recording. Supervisors get live controls, whisper into an agent’s ear mid-call, barge in when things go sideways, pull up dashboards that update in real time, and the AI flags coaching moments without waiting for a manager to notice.

What features matter most in call center call monitoring software?

Live listening, whispering, barging, high-quality recording, real-time dashboards, CRM integration, and AI transcription are the core priorities. Leading call monitoring software solutions now ship with AI sentiment analysis as standard, helping managers complete quality reviews significantly faster.

How much does call monitoring software typically cost?

Pricing is honestly all over the place. Talkdesk won’t quote you without a call. Aircall costs twice as much per user as Nextiva and Dialpad do. Runo? Free trial, no hardware, no commitment. Most outbound teams watching spend stop looking after that.