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Zendesk call monitoring software enables businesses to listen to live calls, review recordings, and use AI-driven insights to improve customer experience. Built into the Zendesk omnichannel platform, it combines voice, ticketing, and analytics in one workspace.
Supervisors gain real-time visibility, automated quality assurance, and secure, compliant monitoring tools designed to scale with growing support operations.
| Plan | Price | Featured |
|---|---|---|
| Zendesk Suite Team | $55/agent/mo (Billed Annually) | Basic voice support, Call recording, Omnichannel ticketing |
| Zendesk Suite Growth | $89/agent/mo (Billed Annually) | Live call monitoring, Call dashboards, Reporting & analytics |
| Zendesk Suite Professional | $115/agent/mo (Billed Annually) | Advanced call monitoring, AI-powered transcripts, Custom reports |
| Suite + Copilot Professional | $155/agent/mo (Billed Annually) | Unlimited AI Copilot, Real-time call guidance, Automated summaries |
| Suite + Copilot Enterprise | $209/agent/mo (Billed Annually) | Enterprise-scale monitoring, Advanced AI insights, Enhanced security |
| Zendesk Quality Assurance (Add-on) | $35/agent/mo (Billed Annually) | Automated QA scoring, Risk detection, Coaching insights |
| Zendesk Contact Center (Add-on) | $50/agent/mo (Billed Annually) | Complex call routing, IVR support, High-scale voice operations |
Price details: https://www.zendesk.com/pricing/
Competitor |
Pros |
|---|---|
| Talkdesk | Zendesk is easier to use for non-technical teams, with a more intuitive agent workspace and simpler setup. Its pricing is more predictable for small to mid-sized teams, and native ticketing integration avoids the complexity of managing separate CX systems. |
| Aircall | Compared to Aircall, Zendesk offers deeper omnichannel functionality and stronger AI-driven quality assurance. While Aircall focuses on voice, Zendesk unifies calls with tickets, chat, and email, improving operational efficiency and reducing tool sprawl. |
| Dialpad | Zendesk provides more advanced customer service workflows and reporting tailored to support teams. Its QA automation and role-based monitoring tools are stronger for regulated environments, making it better suited for structured CX operations. |
| Freshcaller | Zendesk surpasses Freshcaller in enterprise readiness, offering richer analytics, stronger security controls, and scalable AI features. Teams benefit from tighter integrations across help desk and workforce tools without switching platforms. |
| CloudTalk | While CloudTalk excels in outbound use cases, Zendesk is more balanced for inbound support and quality monitoring. Its built-in dashboards, AI insights, and automation reduce manual QA effort and support long-term CX optimization. |
Competitor |
Cons |
|---|---|
| Talkdesk | Zendesk is less specialized for very large, outbound-heavy call centers compared to Talkdesk. Advanced predictive dialing and outbound campaign tools are limited, which may impact sales-driven organizations with high call volumes. |
| Aircall | Aircall can be more affordable for teams that only need voice monitoring. Zendesk’s broader CX platform means higher costs and additional features that may be unnecessary for small, voice-only operations. |
| Dialpad | Dialpad offers stronger native telephony and real-time voice AI at lower entry prices. Zendesk’s AI benefits often require higher-tier plans or add-ons, increasing total cost of ownership. |
| Freshcaller | Freshcaller has a simpler learning curve for basic call monitoring. Zendesk’s extensive configuration options and ecosystem can feel complex for teams seeking a lightweight solution. |
| CloudTalk | CloudTalk may be better optimized for international outbound calling rates. Zendesk focuses more on CX monitoring than cost-efficient global dialing, which can matter for sales-centric teams. |
