Stay in Tune with Every Conversation

Stay informed, make smarter decisions, and turn every call into an opportunity for growth with Call Monitoring. Deliver top-notch service, boost sales performance, and ensure every conversation meets your standards.

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Empower Your Agents to
Reach Peak Performance

49% More Deals

Organizations with coaching strategies achieve higher win rates on forecasted deals.

3 in 1 Tool

Get the ultimate call monitoring trio: Call Listening, Call Whisper, and Call Barging.

+12 Real-Time Stats

Track agent performance, customer interactions, and call efficiency with instant data.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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What is Call Monitoring?

Call Monitoring ensures your agents stay on top of their game.

By combining data tracking with tools to listen in on live calls, it enables supervisors and team leaders to evaluate performance, maintain service quality, and provide real-time coaching.

The result? More prepared agents and happier customers.

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How Does Call Monitoring Work?

Call Monitoring gives you the power to supervise live conversations effortlessly, ensuring agents are on the right track.

With three powerful coaching tools, supervisors can evaluate and intervene in real time:

Listen: Discreetly monitor agent calls, either with or without the agent’s knowledge, to evaluate performance and identify areas for improvement.
Whisper: Enables real-time, private coaching for agents during live calls, offering guidance without the customer being aware.
Barge: Allows supervisors to join the conversation as an active third participant, stepping in to assist the agent and customer when needed.

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Benefits of Call Monitoring

Monitor What Matters and Drive Results

Unleashing Agent Potential

Call monitoring offers critical insights into agent performance, helping supervisors pinpoint strengths and areas that need improvement. This enables focused coaching and training, allowing agents to enhance their skills and improve productivity.

Improving Customer Experience

Quality monitoring in call centers helps ensure agents deliver consistent, high-quality service by evaluating their interactions. This improves customer satisfaction and strengthens loyalty, which enhances the overall customer experience and supports business growth.

Data-Driven Decision-Making

By analyzing call data and customer interactions, call centers can gain valuable insights into customer preferences, behavior patterns, and emerging trends. This information can drive strategic decision-making, product development, and marketing initiatives.

Elevate Call Monitoring
with AI-Powered Insights

AI takes Call Monitoring beyond the basics, turning raw data into real-time intelligence. With CloudTalk’s AI-powered features, you don’t just track calls—you understand them.

Sentiment Analysis reveals customer emotions, AI Trending Topics highlights emerging concerns, and Talk/Listen Ratio insights help supervisors identify deeper aspects of each interaction.

Every call becomes an opportunity to coach smarter, refine strategy, and elevate both agent performance and customer experience.

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Features

Other features you might like

Group Reporting

Give your managers full visibility over their team’s performance, and the tools to identify what, when and how to improve.

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Flagship Feature

Wallboard

Showcase real-time performance and call center metrics to your entire team — live and in a variety of different formats.

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User Management

Upload users, assign permissions, and manage call queues and ringing strategies in bulk without any extra effort.

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Flagship Feature

Analytics

Access centralized data on your team’s performance, and use it to optimize operations, cut costs, and close more deals.

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Frequently asked questions

Everything you need to know about the product and billing.

Who uses call monitoring software?

Sales departments and sales teams often use call monitor software. In addition, people in key positions use it to deliver excellent customer support and service, including sales reps, team leaders, call center supervisors, and call center managers.

Are all users able to use call monitoring?

No, not all users can use call monitoring tools. Only the administrators and people with roles that have privileged rights to monitor customer service and calls can use call monitoring software.

How much does it cost to use call monitoring?

Typically, call center quality monitoring software costs can range widely, from tens of dollars per user per month to a hundred dollars or more.

What are the benefits of call monitoring software?

Call monitoring software has several benefits, including improving agent performance, enhancing the customer experience, and providing valuable insights into customer needs. By tracking agent interactions with customers, supervisors can provide feedback and training to improve customer satisfaction.

How do I monitor call center agents?

To monitor call center agents effectively, managers can use a combination of tools and techniques. This includes reviewing call recordings, conducting live call observations, and analyzing call metrics to identify areas for improvement. Call center managers can also use software tools to automate call monitoring and provide real-time feedback to agents, helping them make adjustments as they interact with customers.