VoIP analytics & monitoring software (sometimes called call analytics) essentially performs performance monitoring of voice calls in a VoIP system for analysis and troubleshooting. It may also be purposed to perform call usage tracking and monitoring of the VoIP system. Products branded more as call analytics may also include tools for analyzing agent performance and efficiency, customer satisfaction, customer journey, etc. and may tie into CRMs or workforce management and optimization systems.
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VoIP analytics & monitoring software (sometimes called call analytics) evaluates the performance and quality of voice calls in a VoIP system. It may also be used for reviewing previous calls and troubleshooting the VoIP system.
Products branded more as call analytics may include tools that assess agent performance and efficiency, customer satisfaction, customer journey, etc. They may tie into CRMs or workforce management and optimization systems.
VoIP monitoring software shares the following identifiable features:
VoIP performance evaluations
VoIP call quality tests
VoIP traffic monitoring
Troubleshooting
Quality of Service (QoS) metrics- latency, jitter, packet loss
Customizable dashboard
Detailed performance reports
Multi-channel alerts
Visualization tools and widgets
Data storage and management
When comparing VoIP monitoring software, consider the following factors:
QoS metrics: VoIP monitoring software usually includes QoS metrics to measure call quality. The most common QoS metrics are latency, jitter, and packet loss. Some VoIP monitoring products offer more advanced QoS metrics.
Dashboard: VoIP monitoring software uses a customizable dashboard to display performance reports and visualizations. Businesses should evaluate the dashboard’s design and layout before purchasing VoIP monitoring software.
Call analytics vs. VoIP Monitoring: Call analytics products include features that emphasize customer satisfaction. VoIP monitoring focuses on the performance and quality of voice calls. Businesses should evaluate their need for call analytics and VoIP monitoring to select the proper software.
VoIP monitoring software vendors charge a one-time license fee or a monthly/annual subscription fee. The cost of VoIP monitoring software can range from $9/month to over $250/month, depending on the included features and number of endpoints (IP phones). Most products offer a free subscription or limited free trial of the software.
