10 Best Call Center Analytics Software

Call center analysis is the process of collecting and analyzing the call data of a call center to monitor key performance indicators (KPIs), identify trends, and enhance agent performance. KPIs, including average handle time (AHT), call volume, customer satisfaction scores, and average hold time, help businesses understand customer behavior, product potential, and agent performance. Call center analytics gathers data from multiple sources, such as CRM, call transcriptions, video recordings, and chat histories.

Call center analytics software enhances customer service and communication using features like call recording, sentiment analysis, and real-time analytics.

Call tracking helps you monitor customer interactions and analyzes call patterns to solve customer’s problems. It allows businesses to track information like call duration and history, providing real-time insights through a dashboard.

Call recording allows businesses to record inbound and outbound calls to monitor and improve customer service. This feature helps solve problems and clarify standing.

Real-time analytics allows managers to access call data in real time. Managers can make real-time adjustments during calls to solve customer issues immediately, enhancing customer satisfaction.

The sentiment analysis tool helps call centers analyze clients' tone and emotions during calls. It helps to identify the frustration, satisfaction, or confusion the customer is experiencing.

Speech-to-text conversion and keyword detection automatically transcribe calls and identify critical words or phrases. This allows businesses to locate and review important parts of the conversation quickly.

Keyword detection helps to identify frequent topics or customer concerns, which offers valuable insights for improving products or services.

Call notes and tags allow agents or managers to add short notes to calls for easier categorization and later reference. Tags help label calls with specific attributes (e.g., technical issue, resolved), while notes provide additional context (e.g., follow-up or issue of the customer).

The best call center analytics software includes Calilio, Talkdesk, Aircall, Nextiva, and RingCentral. These tools provide valuable insights into call center operation, agent productivity, and customer interaction, helping make better decisions.

Calilio, a call center solution, provides detailed analytics of call center operations, offering in-depth insights about past telephony interactions and live calls. It helps businesses better understand customer and agent performance with advanced AI features like call transcription, sentiment analysis, and call summaries.
Calilio’s sentiment analysis allows you to gain a deeper understanding of customer intent and emotions. This enables businesses to improve their products or services by identifying and addressing recurring customer issues. Furthermore, Calilio tracks call duration and individual agent logs, making it easy to pinpoint unresolved queries or areas of dissatisfaction, ensuring continuous improvement in customer service quality.

Features

• Unified Callbox
• AI-powered Call report
• Call Analytics
• IVR
• Call Notes and Tags
• Sentiment Analysis
• Real-Time Analytics
• Call Recording
• Call Tracking

Pros and Cons

Talkdesk is an AI-powered cloud contact center software that helps to improve customer satisfaction and agent performance.
Talkdesk helps businesses enhance customer experiences across all channels, boosting satisfaction, reducing costs, and increasing profitability. Over 1,800 companies trust Talkdesk - it has powerful features like IVR, call monitoring, and speech analytics.

Features

• Omnichannel support
• Voice Analytics
• IVR
• Automatic call distribution (ACD)
• Real-Time Dashboards
• Call Monitoring
• Speech Analytics
• CRM Integrations

Pros and Cons

Aircall is a cloud-based phone system designed for smooth communication and efficient call management. It offers historical and live dashboards that compare agents’ performance across various call center metrics, such as unanswered calls.
Aircall replaces traditional phone systems with a modern, flexible, and scalable solution. It lets businesses easily set up and manage phone numbers in multiple countries.

Features

• Interactive Voice Response(IVR)
• AI-powered features
• Skill-based routing
• Call recording
• Power Dialers
• CRM integrations
• Call whispering and live coaching
• Call center analytics

Pros and Cons

Vonage is a cloud communication provider that analyzes speech and offers services focusing on VoIP solutions for companies and clients. It provides multiple communication options, including video, voice, and data.
Vonage is a centralized platform for managing interactions and offers features like video conferencing, messaging, and integration with CRM systems.

Features

• Call Scripting
• Call screening
• Call monitoring
• Voicemail to text
• Call Blocking
• Call queue

Pros and Cons

Nextiva is a cloud-based phone service that allows businesses to communicate through multiple channels. It provides an easy-to-use dashboard to track essential metrics like call volume, response, and wait times.
Nextiva’s platform aims to improve customer experience and is ideal for businesses of all sizes looking to centralize customer service.

Features

• Call Queue
• Unified Communication
• Call Monitoring and Recording
• Predictive Dialer
• Speech Analytics
• Automatic Call Distribution(ACD)
• Interactive Voice Response
• Multichannel Dashboard
• Live Chat and Chatbots

Pros and Cons

Dialpad helps businesses manage incoming and outgoing calls. It provides both software and hardware solutions for companies of all sizes.

Dialpad is available on desktop and mobile, which allows you to make and receive calls from any location. It includes video meeting tools and AI-powered features for calls and voicemails.

Features

• AI-powered features
• Live coaching
• Sentiment Analytics
• ACD
• Auto-generated call summaries
• Omnichannel support
• CRM integrations
• Call monitoring and whispering

Pros and Cons

RingCentral is a cloud-based business phone system that allows businesses to send and receive calls or texts. It offers a unified platform integrating voice, video, messaging, and collaboration tools into a single, accessible system.

It provides advanced features like automatic call distribution, interactive voice response, and workforce optimization to ensure efficient call center operation.

Features

• Automatic call recording
• Video Conference
• Interactive Voice Response
• Unified callbox

Features

Five9 supports customer services and sales teams. It manages and optimizes customer interactions across various channels, including phone, mail, social media, and messaging apps.
It offers features like IVR, call routing, and CRM that help businesses analyze and optimize customer services. Also, with advanced analytics, companies can monitor essential performance metrics in real time.

Features

• Call monitoring and recording
• Call Routing
• IVR
• Automatic Call Distribution
• Omni-channel support
• Reporting and Analytics
• CRM integration

Pros and Cons

Invoca is a call tracking and conversational analytics solution designed to optimize business marketing by analyzing phone calls. It provides insights into the issue during phone conversations and connects them to the specific marketing campaigns that initiated the call.
It provides features such as call tracking and attribution, real-time reporting, call recordings, and more to help businesses optimize their marketing efforts.

Features

• Caller ID
• IVR(Interactive Voice Response)
• Conversion Tracking
• AI-powered features
• Real-time alerts and notifications
• Customizable workflow

Pros and Cons

CallRail is marketing analytics software that helps you track the results of your outreach efforts. It works with platforms like social media, Google Ads, and Google Analytics to help you manage and improve your marketing campaigns.
CallRail focuses on improving customer service through advanced conversation intelligence and includes call tracking and real-time data visualization.

Features

• Call Transcription
• Call Tracking
• Dynamic Number Insertion
• Lead Scoring
• Call Recording
• Integration Options
• Lead Management

Pros and Cons

Call center analytics software allows your business to boost operational efficiency and improve customer interaction and satisfaction. When choosing the software, you must consider features such as CRM, call routing, and real-time analytics that help to improve your business operations.
 

Call Center Analytics is the process of collecting, gathering, tracking, assessing, and evaluating KPIs and metrics to improve the efficiency of call center operations.

Yes, call analytics can be highly suitable for small businesses which offers valuable insights into customer interactions to help improve service and operations.

Call center analytics software is usually easy to use, especially with modern tools with simple dashboards and clear navigation. However, some advanced features like real-time analytics, sentiment analysis, CRM, and more might require training to understand.

The cost of call analytics software depends on factors such as features, number of users, and scale of implementation. However, on average, prices range from $12 to $150 per user per month for basic plans, while more advanced plans can cost $500 or more per month for larger teams.