Top 5 Call Logging Software for Call Centers

Call logging software is a tool that tracks, manages, and records all incoming and outgoing calls. It keeps records of information such as the caller’s details, call duration, time, and outcome.

Call logs are important for customer service, support, and sales as they help you monitor call activity for efficient operations. This ensures that calls are properly documented and can be reviewed when needed.

You can use call logging software to collect data from the private branch exchange (PBX) or telecommunications system and transmit it as call detail records (CDRs). Analyzing CDRs provides insights into call activity.

A call log helps businesses and individuals track communication details. A well-organized call log should include call duration, call summary, call volume, abandoned calls, and call records.

Call duration is the total length of the time the call lasts. Shorter calls indicate quick solutions, while longer calls suggest complex discussions. It is commonly measured in seconds or minutes and is an important metric in customer service and business analytics.

A call summary is a short note about the discussion made during the call. It helps keep track of important details and what needs to be done next.

Call type refers to the classification of a phone call based on its nature and direction. Common call types include incoming, outgoing, missed, abandoned, or outbound to help analyze communication patterns. Identifying call types helps improve response rates and call-handling efficiency.

Call volume refers to the total number of calls made or received within a specific period (i.e., daily, weekly, or hourly). Businesses can use this data to analyze peak call hours, optimize staffing, and improve response times.

Missed calls track the number of calls unanswered by an agent. It helps to improve customer service by minimizing lost opportunities. The missed call report includes the caller’s name, contact information, and the time of the missed call.

Call abandonment occurs when a caller hangs up before reaching an agent. Regularly monitoring abandoned calls can help businesses optimize call handling and reduce customer frustration.

Call sentiment tracks the feelings of customers during calls. It helps understand if clients are happy, angry, frustrated, or satisfied based on their tone and words.

Call time records the exact start and end time of a call. It provides a clear view of the time when a call is started and the total duration of the call. It helps improve staffing, reduce wait times, and enhance customer service.

Call recording allows agents to record and listen to calls to resolve clients’ problems and improve communication skills.

Call history tracks past calls and provides a short overview of call interactions. This allows agents to follow up on unresolved issues or provide context for ongoing discussions.

Calilio, Nextiva, RingCentral, Dialpad, and GoTo Connect are among the best call-logging software. Choosing the right call-logging software helps you optimize business operations and boost customer satisfaction.

Calilio is a cloud-based business phone system designed for business telephony and provides cost-effective solutions for managing calls and team collaboration.

Its call logging system helps you track important metrics such as call duration, call recording, real-time reporting, and comprehensive analytics. You can evaluate call performance, monitor agent productivity, and improve customer experience.
Features:

• Sentiment Analysis
• Call Forwarding
• Call Notes/Call Tags
• Call Transfer
• Reason to Call
• Call Transcription
• Call History
• Call Queue
• Call Summary

Pricing:

• Basic plan: $12 per user/ month
• Business plan: $28 per user/ month
• Enterprise plan: Customizable

Nextiva is a CXM company that uses AI to improve customer interactions. It provides voice, messaging, and video calls in one platform to boost collaboration and efficiency.
All Nextiva users have access to call logs with historical reporting. The collected metrics include essential data such as timestamps, call duration, and the parties involved in the call.

Features:

• Call recording
• Call type
• Report filtering by date and user
• Advanced analytics

Pricing:

• Digital plan: $20 per user per month
• Core plan: $30 per user per month
• Engage plan: $40 per user per month
• Power suite plan: $60 per user per month

RingCentral provides cloud-based communication and collaboration solutions to businesses of all sizes. It offers services such as phone, video, text, and conference calls, enabling effective communication and collaboration across teams and channels.

The platform has a call logging system that tracks call information like call type, duration, date, and time. RingCentral also records calls and offers detailed analytics to help businesses evaluate their communication performance easily.
Features:

• Filter inbound/outbound calls by date
• Call type
• Real-time queue management
• Call recording
• Call screening
• Call monitoring

Pricing:

• Core: $20 per user per month
• Advanced: $25 per user per month
• Ultra: $35 per user per month

GoTo Connect is a cloud-based business phone system that integrates texting/SMS, video conferencing, and team messaging features, providing businesses with a unified communication platform.
The platform’s call logging system activity details include call duration, disposition, and call volume. It also offers both automatic and on-demand call recording, allowing businesses to track and review call interactions for performance improvement.

Features:

• Custom templates
• Call queue
• AI Call Summaries
• Call recording with cloud storage
• AI Call Transcripts
• Call reports

Pricing:

• Phone System: $26 per month
• Connect CX: $34 per month
• Contact Center: $80 per month

Dialpad is a cloud-based business phone system that offers smooth communications with a strong focus on artificial intelligence tools. It supports phone, video, and text communication, enabling teams to collaborate efficiently.The call logging system within Dialpad offers effective filters, built-in analytics, and CRM integrations.

Features:

• Call log templates
• Sentiment analysis
• Call summaries
• Call recording
• Call routing
• Call forwarding

Pricing:

• Standard: $15 user per month
• Pro: $25 user per month
• Enterprise: Customizable

Implementing call logging software helps the call center to track call details, response times, and agent performance, making it easier to improve workflows and find areas of improvement. By investing in the right call-logging software, call centers can enhance both customer satisfaction and operational performance.

With Calilio, you can enhance your business’s call center operations. Our cloud-based phone system provides advanced call-logging features that capture call details, integrate with performance dashboards, and help improve customer interactions.

Many call logging software solutions allow customization of features like data fields, reports, automation, and integrations to meet your business requirements.

Call logging software is commonly used across various industries, such as customer support/call centers, telecommunications, financial services, IT/tech support, marketing/sales, and more, to track, manage, and analyze customer interactions.