Call intelligenceANALYTICS AND AI
Call monitoring and QA
Last verified
· 13 Contact center (CCaaS) checkedYour users
Costs and the recommended pick below update to this volume.
13 tracked products of these tool types
Meets every requirement4Missing a requirement5Not enough public information4SHORT ANSWER
4 of the 13 contact center (CCaaS) products we track meet every requirement for call monitoring and QA. For 4 more, the vendor does not publish enough to tell. At 25 users, the lowest monthly cost among them is $28 (Amazon Connect).
Who this is for
Businesses whose tool must cover these capabilities: live call monitoring; whisper and barge; QA scorecards.
What to check before buying
- Live call monitoring.
- Whisper and barge.
- QA scorecards.
How costs scale
Costs scale with users. The lowest monthly cost among products that meet every requirement: $28 at 5, $28 at 25 and $28 at 100 users.
1 product sells without a published plan price and is not in these figures.
What this job needs
Requiredproducts passing
Live call monitoring9/13
Whisper and barge5/13
QA scorecards6/13
Right column on Required: share of tracked products that pass the feature check (included or available as an add-on).
Which tool type, and when
4 qualifying products.
No qualifying products tracked yet.
Products that pass every required check
Ranked by fit, then cost at 25 users. 4 of 13 tracked products pass. The others are listed below, under missing a requirement or not enough public information.
| # | Product | Fit | Cost scale | Monthly cost | Incidents (90d) | Customer setups |
|---|---|---|---|---|---|---|
| 1 | Amazon ConnectContact center (CCaaS) | 3/3 | $28SMS and 3P messaging | — | 0 | |
| 2 | NICE CXoneContact center (CCaaS) | 3/3 | $2,750Omnichannel Suite | — | 0 | |
| 3 | CloudTalkContact center (CCaaS) | 3/3 | — | 2 | 0 | |
| 4 | Five9Contact center (CCaaS) | 3/3 | Custom quotePublic estimates: £40 to £91 per user / month (1 source) | — | 0 |
Cost includes add-ons this job requires. Cost scale is logarithmic. Incidents from public status pages. Customers counted from recorded customer setups.
Missing a requirement 5
The vendor states a required feature is not offered, or offers it only on a higher plan.
| Product | Missing |
|---|---|
| Aircall | Live call monitoring (only on Professional); Whisper and barge (only on Professional) |
| Dialpad | QA scorecards (only on Advanced) |
| Genesys Cloud | QA scorecards (only on Genesys Cloud CX 2) |
| Nextiva | Live call monitoring (only on NEXT Scale) |
| RingCX | Live call monitoring (only on Elite); Whisper and barge (only on Elite); QA scorecards (only on Professional) |
Not enough public information 4
No requirement is known to fail, but at least one is not stated on the vendor's public pages. Unknown is not a failure.
| Product | Not known |
|---|---|
| 8x8 Contact Centerin review | Live call monitoring: not yet checked; Whisper and barge: not yet checked; QA scorecards: not yet checked |
| Convoso | Whisper and barge: not yet checked; QA scorecards: not yet checked |
| Talkdesk | Whisper and barge: not yet checked |
| Zoom Contact Center | Whisper and barge: not yet checked |