10 Melhores Sistemas de Monitorização de Centros de Atendimento Analisados em 2026

Análises dos melhores sistemas de monitorização de centros de atendimento

1. 

   1

   Verint

   Best for shared QA across human and AI agents

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:3.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Verint is a workforce engagement management platform that combines interaction recording, AI-driven quality evaluation, compliance monitoring, workforce management, and speech analytics across voice and digital channels.

   Who Is Verint Best For?

   Verint is a strong fit for enterprise contact centers that need to evaluate both human agents and AI agents against a unified quality standard.

   Why I Picked Verint

   I picked Verint as one of the best because it's the only platform I've seen that evaluates human agents and AI agents against the same quality standard in a single shared view. Quality Intelligence automates evaluations across up to 100% of voice and digital interactions, then links every AI-generated score back to the exact moment in the conversation that drove it. That explainability makes it genuinely useful when coaching agents or auditing AI bot performance side by side.

   Verint Key Features

   • Omnichannel interaction recording: Captures voice, digital, and screen interactions across contact center and back-office environments and feeds them into quality and analytics workflows.
   • PII redaction: Automatically detects and redacts sensitive information across voice recordings, transcripts, and screen captures.
   • Supervisor Assist: Lets WFM administrators and supervisors query workforce management data using plain-language questions and follow-up prompts.
   • Agent gamification: Supports personalized leaderboards, ad hoc competitions, and learning assignments based on agent role, skill, and performance data.

   Verint Integrations

   Verint offers more than 500 marketplace integrations across 300 vendors, including Salesforce, Microsoft, Workday, and ServiceNow. It also provides an API library and gateway for custom integrations, including user provisioning, interaction enrichment, WFM data, speech transcription, and performance-management KPIs.

   Pros and Cons

   Pros:

   • AI scores human and AI agents consistently
   • Forecasting and adherence help manage coverage
   • Queue analytics support intraday staffing decisions

   Cons:

   • Reviewers report slow loading and occasional bugs
   • No documented live listening, whisper, or barge-in
   Learn more about Verint:

   • Check out Verint on their website
2. 

   2

   Squaretalk

   Best for performance analytics

   • Free demo available
   • From $25/month (billed annually)

   Visit Website

   Customer Rating:4.8/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Squaretalk is a call center monitoring system built to support customer service teams and track daily call activity, with a focus on performance analytics. It offers real-time monitoring tools that help supervisors view call metrics, agent activity, and queue performance. Whether you're managing a small team or a larger operation, Squaretalk also includes reporting options and integrations with existing tools to help teams review call center performance and manage operations.

   Why I Picked Squaretalk

   I picked Squaretalk for its performance analytics, which helps track call activity, agent output, and queue performance. It also includes real-time monitoring tools that let supervisors review live calls and identify issues as they happen. The dashboards present call metrics in one place, making it easier to review trends and evaluate team performance.

   Squaretalk Key Features

   In addition to performance analytics, Squaretalk offers:

   • Customizable Reporting: Tailor reports to track the metrics that are most important to your business.
   • Integration Capabilities: Seamlessly connect with existing tools to streamline workflows and enhance productivity.
   • User-Friendly Dashboards: Easily visualize data and gain insights into agent performance and customer interactions.
   • Workflow Automation: Automate repetitive tasks so your team can focus on more complex issues.

   Squaretalk Integrations

   Integrations include Zoho, Salesforce, Freshworks CRM, Pipedrive, Antelope CRM, and WhatsApp Business.

   Pros and Cons

   Pros:

   • Offers AI-powered transcripts, summaries, sentiment analysis
   • Comprehensive analytics tools provide valuable insights for decision-making
   • Predictive dialers boost agent productivity and efficiency

   Cons:

   • Connectivity or lag issues may occur under heavy usage
   • Advanced workflows take time to set up correctly
   Learn more about Squaretalk:

   • Check out Squaretalk on their website
   • Read my in-depth review of Squaretalk
3. 

   3

   CloudTalk

   Best for AI-powered call insights

   • Free plan + 14-day trial + free demo available
   • From $25/user/month (billed annually)

   Visit Website

   Customer Rating:4.2/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   CloudTalk is a cloud-based call center monitoring system that helps sales and support teams manage calls efficiently. It combines AI-powered analytics, real-time monitoring, and global calling features to improve visibility into agent performance and overall call quality.

   Why I Picked CloudTalk: I picked CloudTalk for its advanced AI-powered insights that help you evaluate agent performance and customer sentiment without manual review. Features like AI call summaries, sentiment analysis, and topic extraction turn complex call data into actionable feedback so you can coach your team more effectively.

   I also like how CloudTalk supports global operations, letting you obtain local numbers in more than 160 countries and use branded caller IDs to strengthen your local presence. Combined with reliable call quality and intuitive monitoring dashboards, it’s a strong choice for teams that need both scale and intelligence in their call center system.

   Standout Features & Integrations

   Features include real-time call monitoring, AI call tagging and transcription, and spam protection to maintain call integrity. Managers can also use live listening and analytics dashboards for performance tracking and coaching.

   Integrations include HubSpot, Pipedrive, Zoho CRM, Salesforce, MS Dynamics, OdooCRM, Intercom, Zendesk, Salesloft, Outreach, Bullhorn, Monday.com, and MS Teams.

   Pros and Cons

   Pros:

   • User-friendly interface
   • Global number availability
   • Offers AI-powered call analytics

   Cons:

   • Occasional mobile app issues
   • Learning curve for advanced tools
   Learn more about CloudTalk:

   • Check out CloudTalk on their website
   • Read my in-depth review of CloudTalk
   • Explore best alternatives to CloudTalk
4. 

   4

   Cresta

   Best with no-code AI workflow orchestration

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Cresta is an AI-powered call center monitoring platform that offers real-time conversation intelligence, workflow orchestration, and automated quality management for voice and digital channels.

   Who Is Cresta Best For?

   Enterprise support teams and contact centers seeking scalable AI-powered quality monitoring and workflow automation across multiple channels.

   Why I Picked Cresta

   I picked Cresta as one of the best because its no-code AI workflow orchestration lets my team build and update real-time coaching and compliance automations fast. I use Cresta’s drag-and-drop tools to automate quality monitoring and trigger proactive interventions during calls.

   Cresta Key Features

   • Real-time transcription: Converts calls and chats into text instantly for analysis and record keeping.
   • Automated quality scoring: Scores 100% of customer interactions against custom criteria without manual review.
   • Multi-channel monitoring: Monitors voice, chat, and digital channels from one centralized interface.
   • Supervisor dashboards: Lets supervisors access live and historical performance metrics, transcripts, and flagged interactions.

   Cresta Integrations

   Cresta offers native integrations with Salesforce, Twilio, Pipedrive, BigCommerce, Five9, Zendesk, and more. An API is available for custom integrations.

   Pros and Cons

   Pros:

   • Script adherence and compliance monitoring
   • Automated quality scoring across all channels
   • Real-time coaching for live call agents

   Cons:

   • Knowledge Assist needs ongoing model tuning
   • AI guidance can require manual overrides
   Learn more about Cresta:

   • Check out Cresta on their website
5. 

   5

   Talkdesk

   Best for AI-driven insights

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Talkdesk is a call center monitoring system designed for businesses seeking advanced insights through AI technology. It's ideal for teams that want to enhance customer interactions by utilizing data-driven insights for decision-making.

   Why I picked Talkdesk: Talkdesk offers AI-driven insights that help your team make informed decisions. The tool provides real-time analytics and sentiment analysis, allowing you to understand customer emotions during calls.

   It includes features like automated quality management and predictive forecasting to improve service delivery. These capabilities make it a great choice for teams focused on leveraging AI for better customer experiences.

   Standout features & integrations:

   Features include call recording and transcription, which ensure you have a complete record of customer interactions. The software also offers customizable dashboards, so you can tailor the view to your team's needs. Additionally, it provides workforce management tools to optimize scheduling and resource allocation.

   Integrations include Salesforce, Zendesk, Slack, Microsoft Teams, Google Workspace, Shopify, HubSpot, ServiceNow, Okta, and Zoom.

   Pros and Cons

   Pros:

   • Includes predictive forecasting tools
   • Provides automated quality management
   • Offers real-time sentiment analysis

   Cons:

   • May need IT support for integration
   • Requires ongoing training for staff
   Learn more about Talkdesk:

   • Check out Talkdesk on their website
   • Read my in-depth review of Talkdesk
6. 

   6

   Dialpad

   Best for real-time transcriptions

   • 14-day free trial + free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.3/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Dialpad is a call center monitoring system that caters to businesses needing real-time call transcription services. It’s designed for teams that want to enhance their communication by capturing and analyzing calls as they happen.

   Why I picked Dialpad: Dialpad offers real-time transcriptions that help your team capture important details during calls. This feature is invaluable for training and quality assurance, allowing you to review conversations instantly.

   The platform also includes call routing and analytics to help your team manage and understand call data. Its focus on real-time insights makes it ideal for teams looking to improve communication efficiency.

   Standout features & integrations:

   Features include voicemail transcription, which converts voicemails into text for easy review. The platform provides call analytics to give you insights into team performance and customer interactions. Additionally, it offers a smart call routing feature to ensure calls reach the right team members quickly.

   Integrations include Salesforce, Slack, Microsoft Teams, Google Workspace, HubSpot, Zendesk, ServiceNow, Okta, LinkedIn, and Zoho CRM.

   Pros and Cons

   Pros:

   • Includes voicemail transcription
   • Offers smart call routing
   • Provides real-time call transcriptions

   Cons:

   • Can be complex for new users
   • Occasional transcription errors
   Learn more about Dialpad:

   • Check out Dialpad on their website
   • Read my in-depth review of Dialpad
   • Explore best alternatives to Dialpad
7. 

   7

   CallHippo

   Best for startups and SMBs

   • 10-day free trial
   • From $18/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   CallHippo is a call center monitoring system tailored for startups and small to medium-sized businesses. It offers essential call management features that help teams manage customer interactions efficiently.

   Why I picked CallHippo: CallHippo is designed with startups and SMBs in mind, providing essential features without unnecessary complexity. It includes tools like virtual phone numbers and call recording, which are crucial for small teams.

   The platform is easy to set up, so your team can start using it quickly. Its affordability and focus on core functionalities make it a smart choice for smaller businesses looking to grow.

   Standout features & integrations:

   Features include call analytics that give you insights into call performance and trends. The platform also offers call forwarding, so your team can direct calls to the right person easily. Additionally, it provides voicemail features that ensure no customer query goes unanswered.

   Integrations include Zoho CRM, Slack, HubSpot, Pipedrive, Zendesk, Salesforce, Shopify, Zapier, Freshdesk, and Intercom.

   Pros and Cons

   Pros:

   • Provides essential call recording
   • Offers virtual phone numbers
   • Easy setup process

   Cons:

   • Requires stable internet connection
   • Can have occasional call drops
   Learn more about CallHippo:

   • Check out CallHippo on their website
   • Read my in-depth review of CallHippo
   • Explore best alternatives to CallHippo
8. 

   8

   NiCE CXone

   Best for large enterprises

   • Free demo available
   • From $110/agent/month (proactive AI extra)

   Visit Website

   Customer Rating:4.3/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   NiCE CXone is a comprehensive contact center platform tailored for large enterprises looking to enhance customer interactions. It serves businesses that require a scalable solution to manage complex call center operations efficiently.

   Why I picked NiCE CXone: NiCE CXone is built for large enterprises that need a scalable solution to handle high call volumes. It offers features like automatic call distribution and workforce management, which are crucial for large teams.

   The platform provides real-time analytics to help your team make data-driven decisions. Its focus on scalability and efficiency makes it ideal for big organizations looking to streamline their contact center operations.

   Standout features & integrations:

   Features include omnichannel routing, which lets your team manage customer interactions across various channels seamlessly. The platform also offers quality management tools to ensure high service standards. Additionally, it provides predictive dialing to optimize call efficiency and reduce wait times.

   Integrations include Salesforce, Microsoft Dynamics, Zendesk, ServiceNow, Oracle, SAP, Google Cloud, Amazon Web Services, Zoom, and Genesys.

   Pros and Cons

   Pros:

   • Includes quality management tools
   • Supports omnichannel routing
   • Offers predictive dialing

   Cons:

   • Occasional feature updates needed
   • Requires technical expertise for setup
   Learn more about NiCE CXone:

   • Check out NiCE CXone on their website
   • Read my in-depth review of NiCE CXone
9. 

   9

   Calabrio ONE

   Best for analytics capabilities

   • Free demo available
   • Available upon request

   Visit Website

   Customer Rating:4.2/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Calabrio ONE is a workforce optimization suite designed for call centers looking to leverage analytics for improved performance. It's targeted at teams that want to enhance decision-making through data-driven insights and analytics.

   Why I picked Calabrio One: Calabrio ONE excels in analytics capabilities, providing tools that help your team understand customer interactions better. It offers speech analytics and quality management features, allowing you to gain insights into customer sentiment.

   The platform also includes workforce management tools to optimize scheduling and resource allocation. These features make it perfect for teams focused on using analytics to drive performance improvements.

   Standout features & integrations:

   Features include advanced reporting tools that provide in-depth analysis of call center operations. The software also offers voice-of-the-customer analytics to help you understand customer needs and preferences. Additionally, it supports performance management with customizable dashboards to track key metrics effectively.

   Integrations include Salesforce, Microsoft Dynamics, Cisco, Avaya, Genesys, Amazon Connect, Five9, RingCentral, NICE, and Zoom.

   Pros and Cons

   Pros:

   • Includes performance management features
   • Provides in-depth reporting tools
   • Offers speech analytics

   Cons:

   • Needs time for full implementation
   • Can be complex for beginners
   Learn more about Calabrio ONE:

   • Check out Calabrio ONE on their website
   • Read my in-depth review of Calabrio ONE
10. 

    10

    Freshcaller

    Best for remote teams

    • 14-day free trial
    • From $15/user/month (billed annually)

    Visit Website

    Customer Rating:4.1/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

    

    Freshcaller is a cloud-based call center monitoring system designed for remote teams. It helps businesses manage calls efficiently with features that support distributed workforces.

    Why I picked Freshcaller: Freshcaller is built to support remote teams, offering cloud-based solutions that don't require physical infrastructure. It provides features like call masking and number porting, which are essential for remote operations.

    Freshcaller also offers call queues and routing to ensure your team handles calls efficiently. Its focus on remote accessibility makes it an excellent choice for businesses with distributed teams.

    Standout features & integrations:

    Features include call recording, which helps you keep track of all conversations for quality assurance. The system also offers real-time call monitoring, allowing supervisors to listen in and provide immediate feedback. This ensures higher call resolution rates and adherence to quality standards. Additionally, it supports multi-level IVR to direct customers to the right department seamlessly.

    Integrations include Freshdesk, Slack, HubSpot, Salesforce, Zendesk, Shopify, Google Contacts, Office 365, Pipedrive, and Zapier.

    Pros and Cons

    Pros:

    • Multi-level IVR available
    • Offers call masking features
    • Supports remote work environments

    Cons:

    • Occasional call quality issues
    • Limited advanced analytics
    Learn more about Freshcaller:

    • Check out Freshcaller on their website
    • Read my in-depth review of Freshcaller