What is call monitoring software?

Live call monitoring lets you easily listen to conversations your contact center team or sales agents are having on any extension or phone line, so you can assess how well they handle customer interactions – without interrupting the call.

You can even feed your agents and reps information during the call, or join the conversation as a third party to resolve issues directly.

Screens showing agent activity monitoring as well as call queues.
A call monitoring system for better sales and support

Experience live call monitoring

GoTo Contact Center makes it easy to improve agent performance with call monitoring. Contact Center software is faster to setup than traditional call center software and much easier to use. And, thanks to the latest in VoIP technology, call quality is top-notch and more reliable than what you get with a regular call center.

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Screen showing a customized dashboard for call monitoring.
Everything you need for better outcomes
Agent Wrap-Up
View agents’ call logs and call-related stats, monitor their performance, and see how the call went.
Tag Management
Create and manage tags for chat conversations, so agents can search chats and quickly identify pain points.
Missed Call Indicator
See when agents have missed calls or messages and have them follow-up as soon as possible.
Call Recording
Record calls and listen at a later time to see what worked, find what didn’t, and improve future call performance.
Chat Surveys
See how customers enjoyed their chat experience with customizable surveys.
Reporting & Analytics
Improve performance with insights gleaned from contact center analytics, including stats like total calls over time.
Frequently asked questions
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Better interactions start here
Boost your customer service and sales with live call monitoring software.
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