Struggling to connect calls with real results?
Even with strong marketing efforts, it is tough to pinpoint which channels bring in quality leads, let alone know how those phone conversations truly impact your bottom line. Tracking calls across channels, understanding your audience, and linking calls directly to ROI is no small task for today’s marketing and call center managers.
This often leaves you with missed opportunities and slow response times, which can lower conversions as well as customer satisfaction.
According to Sobot, companies that implement real-time call monitoring frequently see a jump in first call resolution rates, with improvements ranging from 5% to 50%. A leap like that can play a major role in supercharging your team’s efficiency.
That is why using the right call monitoring software can be a game changer for improving lead quality, enhancing agent performance, and making your campaigns count. To further sharpen your team’s capabilities, you might also want to explore the best skill assessment software for identifying and training top talent.
In this article, I am going to walk you through the best call monitoring software options for 2025 to help you make the smartest decision for your team.
You will walk away knowing exactly which features matter most so you can enhance your call handling, increase conversions, and confidently report ROI.
Let’s get started.
Quick Summary:
| # | Software | Target Users |
|---|---|---|
| 1 | Scorebuddy → | Sales teams needing agent performance improvement |
| 2 | Playvox → | Contact centers focused on staffing and coaching |
| 3 | EvaluAgent → | Contact center leaders wanting full call coverage |
| 4 | CallMiner → | Businesses needing AI insights for risk & sales |
| 5 | NiCE → | Sales-driven centers seeking AI workflow orchestration |
1. Scorebuddy
Worried about call quality hurting your sales?
Scorebuddy tackles common issues faced by call centers and sales teams by improving agent performance with tailored coaching and call evaluation.
With Scorebuddy’s quality management platform, you get in-depth call monitoring tools that identify strengths and weaknesses in your team’s calls. This means you can highlight coaching opportunities where it counts most.
The software helps you improve customer experience by standardizing evaluations and tracking performance trends across your agents, reducing inconsistent feedback.
It also lets you customize scorecards, enabling metrics that matter to your business goals and sales processes. You decide what success looks like and measure it consistently.
Another great feature is its ability to integrate with CRMs and call center systems, bringing all your insights into one place. For businesses interested in optimizing all aspects of their operations, utilizing planogram software to boost your sales could enhance retail workflows alongside strong call monitoring.
This centralization cuts time spent on manual reviews_ so managers can focus on boosting performance rather than just data gathering.
Key features:
- Tailored quality assurance scorecards: Customize evaluation forms that fit your specific sales or customer service objectives, helping pinpoint exactly where agents need support.
- Performance trend tracking: Get detailed analytics on calls and agent behavior to uncover patterns that help reduce errors and improve lead conversion rates.
- CRM and call center integration: Easily sync Scorebuddy with your existing tools to centralize data, streamline monitoring processes, and accelerate training improvements. If you’re running a business that also manages a network infrastructure, you might want to explore network monitoring software to boost your network uptime as well.
Learn more about Scorebuddy features, pricing, & alternatives →
Verdict:
Scorebuddy is a solid pick if you want the best call monitoring software to enhance your sales team’s lead quality and customer interactions. Its customizable scorecards and integration capabilities helped one client improve agent consistency and increase conversion success within weeks.
2. Playvox
Want to improve your call center’s lead quality and sales?
Playvox uses AI-powered insights to help you forecast staffing needs and monitor call quality in real time.
Their workforce management tools simplify scheduling and forecasting, so you reduce costs while keeping service levels high. With real-time AI data, you can adjust quickly when your call volumes change, avoiding overstaffing or understaffing.
It actually boosts agent productivity.
The quality management system automates call scoring and feedback, helping you spot issues faster and coach agents more effectively.
Plus, their deep integration with Salesforce and Zendesk means agents get these insights right inside the CRM they use daily—no extra hassle.
Playvox also emphasizes a people-first mindset, aiming to improve agent satisfaction and customer experience simultaneously.
Key features:
- AI-driven workforce forecasting and scheduling to help you cut staffing costs while maintaining excellent customer service levels and avoiding agent burnout.
- Automated quality management with AI scoring speeds up call monitoring and coaching, so your team fixes problems quickly and improves lead quality.
- Seamless integration with Salesforce and Zendesk puts monitoring and coaching insights in your agents’ daily workflow to boost adoption and impact.
Learn more about Playvox features, pricing, & alternatives →
Verdict:
Playvox stands out as one of the best call monitoring software solutions for contact centers focused on boosting lead quality and sales. Customers have seen a 30% increase in agent productivity and a 23% reduction in handle time by leveraging Playvox’s AI-powered workforce and quality management. It’s a solid choice if you need precise staffing, real-time coaching, and CRM integration.
3. EvaluAgent
Looking to improve your contact center’s call quality?
EvaluAgent automates your quality assurance with AI-powered scorecards that cover every interaction. This makes spotting issues and prioritizing which calls need human review so much easier.
You get complete visibility across all channels, helping you uncover hidden insights in conversations. This means faster, smarter decisions that directly boost customer satisfaction and sales. They report a 6% uplift in sales conversion rates, which is impressive for any contact team.
It really helps agents improve.
Personalized coaching and targeted feedback make agent growth clear and fair. Gamification also motivates agents by showing them how their efforts pay off and encouraging healthy competition.
Another great feature is how it automates compliance checks automatically, saving time while reducing risk. This is especially valuable when you need to keep audits and training streamlined.
Everyone on the team benefits.
The platform’s seamless integration with your existing systems means no disruption to your current workflow. Plus, its intuitive dashboard puts key data front and center, so you can act quickly. You also get a fully auditable trail of quality and compliance actions, which builds confidence at every level.
Key features:
- AI-driven quality assurance automation streamlines scoring and prioritizes important calls, freeing up your time while improving accuracy and consistency.
- Comprehensive conversation intelligence across channels uncovers trends, customer sentiment, and performance gaps enabling faster business decisions.
- Agent coaching and engagement tools deliver personalized feedback and gamification to increase motivation, reduce attrition, and boost sales.
Learn more about EvaluAgent features, pricing, & alternatives →
This solution fits well within the best omnichannel contact center software landscape, enhancing agent productivity through integrated tools.
Verdict:
EvaluAgent stands out as the best call monitoring software for contact center leaders who want full coverage and actionable insights. With reported boosts like a 6% sales increase and 19% growth in client written business, it clearly helps improve agent performance and CX at scale.
4. CallMiner
Want to improve your call quality and sales results?
CallMiner’s AI-driven platform analyzes customer interactions to reveal key insights that help reduce agent churn and boost sales effectiveness.
By turning your contact center conversations into measurable data, CallMiner allows you to identify risks and compliance gaps while improving customer satisfaction. The platform’s AI uncovers opportunities to coach agents and optimize call handling—critical for meeting business goals.
It drives better agent performance.
CallMiner’s solutions include real-time analytics and automated quality management. This means you get instant feedback during calls to help agents improve on the spot, reducing mistakes and customer frustration.
You’ll also tap into powerful fraud detection and risk mitigation tools powered by conversation intelligence. This helps secure your business while enhancing operational efficiency across multiple industries like retail, finance, and healthcare.
CallMiner combines advanced AI analytics with deep industry expertise, making it a go-to for businesses seeking to extract actionable insights from phone, chat, and omnichannel conversations. You can track and improve customer experience, brand engagement, and product feedback all in one platform.
Key features:
- AI-powered conversation intelligence at scale, enabling your business to analyze every interaction across channels for improved coaching and quality control.
- Real-time agent coaching and feedback, reducing errors and boosting frontline agent performance to enhance customer satisfaction and sales conversions.
- Fraud detection and risk mitigation tools that protect your business while ensuring compliance and security in customer interactions.
Learn more about CallMiner features, pricing, & alternatives →
Verdict:
CallMiner is one of the best call monitoring software options if you want to boost lead quality and sales through deep AI-driven insights. It helped Holiday Inn Club achieve a 4x ROI in just one year. Its comprehensive tools allow you to optimize agent performance, reduce risk, and improve customer experience—all essential for any sales-driven contact center.
You’ll also tap into powerful fraud detection and risk mitigation tools powered by conversation intelligence. This helps secure your business while enhancing operational efficiency across multiple industries like retail, finance, and healthcare.
CallMiner combines advanced AI analytics with deep industry expertise, making it a go-to for businesses seeking to extract actionable insights from phone, chat, and omnichannel conversations. You can track and improve customer experience, brand engagement, and product feedback all in one platform.
5. NiCE
Want your customer calls to truly boost sales?
NiCE connects every workflow, agent, and interaction on a single AI-powered platform designed to elevate customer service outcomes while reducing inefficiencies.
Their platform tackles common challenges like long wait times, disjointed customer journeys, and inconsistent agent performance by orchestrating customer interactions smoothly across channels. This ensures your leads never get lost or frustrated mid-conversation. With AI copilots and real-time guidance, agents feel supported and empowered to resolve calls faster and more confidently.
This means happier customers—and more deals closed.
One of NiCE’s standout strengths is its AI Orchestrator which unifies workflows from customer intent through to fulfillment, streamlining processes and enabling proactive engagement that minimizes call drop-offs and boosts conversion rates.
Beyond that, their intelligent virtual agents handle complex queries autonomously, freeing human agents for high-value work and keeping customers engaged 24/7.
They’ve helped global brands like Toyota increase customer satisfaction by 75%, proving their technology drives real impact.
Key features:
- AI-powered workflow orchestration that connects every interaction and agent task to deliver consistent, personalized customer journeys.
- Real-time agent assistance via AI copilots, boosting agent efficiency and confidence while reducing handle times and errors.
- Proactive self-service automation with intelligent virtual agents that engage customers automatically and reduce call volume.
Learn more about NiCE features, pricing, & alternatives →
Verdict:
NiCE is a powerful choice for anyone wanting the best call monitoring software that improves customer experiences and sales outcomes. Their platform’s AI-driven orchestration and agent augmentation helped Sony Electronics raise customer satisfaction by 34% while automating up to 40% of customer interactions. This makes NiCE ideal for sales-driven contact centers seeking measurable results.
6. MaestroQA
Want better insights into your call center’s quality?
MaestroQA automates quality assurance to improve every customer interaction in your call center.
Its Auto QA feature runs automated quality checks on 100% of your support calls, revealing key issues and trends without manual work. With this, you can easily spot pain points that affect lead quality and sales performance.
The platform offers customizable scorecard and report builders, letting you tailor evaluations to your exact goals. This means you get relevant, actionable data that helps your team continuously improve.
You’ll love the performance dashboard, which clearly tracks agent progress and highlights areas for coaching.
Another powerful capability is the AI-powered Root Cause Analysis. It dives deep into customer interactions to uncover why issues happen, so you can address problems at their source—not just the symptoms.
MaestroQA’s seamless integrations with tools like Salesforce, Zendesk, and Five9 means you can embed quality monitoring right into your existing workflows.
Start raising your call monitoring game today by exploring the best virtual call center software that complements quality assurance tools.
Key features:
- Automated quality checks on all calls: Spot issues instantly with 100% call evaluation, reducing missed problems and improving lead quality.
- Customizable scorecards and reports: Tailor QA to your sales goals and coaching needs for precise, actionable feedback.
- AI-driven root cause analysis: Understand why problems occur to fix underlying issues and boost overall sales performance.
Learn more about MaestroQA features, pricing, & alternatives →
Verdict:
MaestroQA is a smart choice if you want the best call monitoring software for sales and lead quality improvement. It automates your QA with features like Auto QA and AI insights, which have helped companies like TaskRabbit improve fraud prevention and customer trust. Its flexible tools suit busy QA managers aiming for continuous team growth.
Conclusion
Unlock better call insights today!
For many of you in marketing and call center management, the challenge of connecting calls to tangible results is daunting. It’s frustrating when you can’t clearly see how calls directly influence your ROI or operational efficiency.
In fact, a staggering 65% of companies now use monitoring software to track agent performance, showing there’s a real need for effective solutions. This widespread adoption highlights just how critical it is for businesses like yours to optimize call quality and enhance team performance.
That’s where Scorebuddy steps in. Its robust features simplify the call monitoring process, helping you uncover insights needed to make informed decisions. One impressive case study showed how a client improved their agent consistency and conversion rates through Scorebuddy’s tailored coaching and comprehensive call evaluations.
Ready to elevate your team’s performance? I encourage you to start a free trial of Scorebuddy and experience the benefits firsthand.
By taking this step, you’ll empower your team to enhance call quality, improve customer satisfaction, and drive meaningful results across your organization.
