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Top Rated Call Center Software with Reporting/Analytics in 2026

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All user reviews are verified by in-house moderators and provider data by our software research team.  Learn more

Last updated: April 2026

Reporting and analytics provide insights into key metrics like call volume, agent performance, and customer satisfaction. They help track trends, identify areas for improvement, and make data-driven decisions to enhance overall operations. Our reviewers in call center software rated this feature as important.

5 Best Call Center Software with Reporting/Analytics

Product
User rating
Starting price
Zoho Desk logo
4.5
(2.2K)
20
per user/per month
Freshdesk logo
4.5
(3.4K)
19
per user/per month
Nextiva logo
4.6
(914)
25
per user/per month
Zendesk Suite logo
4.4
(4K)
39
per user/per month
LiveAgent logo
4.7
(1.7K)
15
per user/per month

See other top Call Center products with reporting/analytics

How we picked the 5 top rated products

We chose the high-performing solutions on this list based on verified user ratings on our site. Depending on available data, qualifying products either had to be among the most user-reviewed or the most searched-for products in the Call Center software category. They also needed to have sufficient reviews about reporting/analytics, have a minimum user rating of 3 out of 5 for that feature, and show evidence of U.S. market presence. We then added a distinction for up to three products based on our proprietary ratings and reviews: Highest rated, Highly rated for reporting/analytics, and Highly rated for free version. Sponsorship or client status has no influence on the selection of these products, but it may impact the order in which products appear.

Details for the 5 best products

Zoho Desk logo
Reviews Sentiment
 
 
 
1-2(21)
3-4(885)
5(1,305)
Key Features
Call Center Management4.5
Call Logging4.7

User insights about the reporting/analytics feature

Reviewers indicate that Zoho Desk offers powerful and user-friendly reporting and analytics capabilities. They appreciate the ability to gain insights into customer service performance, monitor SLAs, and track productivity. Users find the integration with Zoho Analytics and Zoho CRM valuable for a comprehensive view of business operations, though some suggest improvements for more detailed reporting.
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“Being able to see live users on the site, monitor agents online time within their Zoho accounts and much more really makes reporting and analytics useful for businesses of all sizes. This also supports the identification of areas in which changes must be made.”
MD

Matt D.

Owner

“Provides powerful reporting and analytics capabilities, allowing you to gain insights into your customer service performance.”
Verified reviewer profile picture

Arheer G.

Marketing Manager

Starting price
20per user /
per month
Pros and Cons based on 2,211 verified reviews
Verified reviewer profile picture

Enhanced productivity features

Effective team collaboration

Streamlined client interactions

Support for business expansion

Seamless CRM integration

Slow performance issues

Notification management challenges

Email handling limitations

Complex user interface

See pros and cons details
Freshdesk logo
Reviews Sentiment
 
 
 
1-2(49)
3-4(1,350)
5(2,008)
Key Features
Call Center Management4.4
Call Logging

User insights about the reporting/analytics feature

Reviewers highlight Freshdesk's reporting and analytics for offering comprehensive insights into customer support operations. They find it useful for tracking metrics like response times, resolution rates, and agent productivity. Users appreciate the ability to create custom reports and automate reporting, though some mention the need for improvements in ease of use and accuracy.
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“Freshdesk's reporting and analytics capabilities provide sellers with valuable insights into the performance of their customer service operations, allowing them to make data-driven decisions about how to improve.”
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Maximiliano B.

Sales

“Freshdesk include report templates and also, we can create custom reports with specific criteria for a determined support analytics.”
Verified reviewer profile picture

Jose J.

CTO

Starting price
19per user /
per month
Pros and Cons based on 3,407 verified reviews
Verified reviewer profile picture
Verified reviewer profile picture

Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details
Nextiva logo
Reviews Sentiment
 
 
 
1-2(47)
3-4(139)
5(728)
Key Features
Call Center Management4.7
Call Logging4.6

User insights about the reporting/analytics feature

Users report that Nextiva's reporting and analytics are helpful for tracking call volume, call logs, and performance metrics. They find the reports solid and effective for monitoring business performance. However, some reviewers mention that the reporting packages can be difficult to use and suggest improvements for ease of use and clarity.

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“The Reporting/Analytics feature is very helpful in tracking call volume, average call length, and much more. However, there are some features and categories that are a little unclear to me.”
JP

Jessica P.

Program Support

“We are able to see call logs and track calls and see where our heaviest call volumes are.”
BH

Beth H.

Partner

Starting price
25per user /
per month
Pros and Cons based on 914 verified reviews

Enhanced team connectivity

Comprehensive communication tools

Scalable for small businesses

Smooth transition process

Challenging contract terms

Limited messaging capabilities

Slow issue resolution

See pros and cons details
Zendesk Suite logo
Reviews Sentiment
 
 
 
1-2(117)
3-4(1,681)
5(2,272)
Key Features
Call Center Management4.6
Call Logging4.5

User insights about the reporting/analytics feature

Reviewers feel that Zendesk Suite's reporting and analytics provide valuable insights into customer behavior, ticket management, and agent performance. They appreciate the integration with tools like PowerBi and the ability to create custom reports. However, users note that setting up reports can be complex and that advanced analytics require additional costs.
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“It has a great engine that helps us capture every and any aspect of an interaction. We are able to build custom reports such as customer spend habits, agent performance, top customer contact reason, etc.”
MR

Mark R.

Customer Experience Manager

“Reporting/Analytics gives our team valuable insights into customer behavior and preferences, allowing us to make data-driven decisions.”
Verified reviewer profile picture

Ahmed A.

Founder, Biomedical Engineer & Data Scientist

Starting price
39per user /
per month
Pros and Cons based on 4,070 verified reviews
Verified reviewer profile picture

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details
LiveAgent logo
Reviews Sentiment
 
 
 
1-2(7)
3-4(496)
5(1,250)
Key Features
Call Center Management4.6
Call Logging4.6

User insights about the reporting/analytics feature

Reviewers appreciate LiveAgent's reporting and analytics capabilities for providing comprehensive insights into customer support activities. They find it helpful for tracking agent performance, customer satisfaction, and response times. Users report that the detailed analytics and ease of use allow them to improve communication and support services effectively.
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“I like it's provision of comprehensive reports for ease of Tracking data of all activities like how agents respond to queries and more”
MC

Medan C.

Writer

“We can determine how quickly we assist the clients and how satisfied the clients were with our service ”
Verified reviewer profile picture

Ric H.

Financial representative

Starting price
15per user /
per month
Pros and Cons based on 1,753 verified reviews
Verified reviewer profile picture

Unified social media management

Enhanced team coordination

Comprehensive client support

Centralized communication channels

Frequent technical issues

Complex email management

Challenging call management

See pros and cons details

Other Top Rated Call Center Software with Reporting/Analytics in 2026

Webex Suite logo

One app for everything. And everyone.

Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, engaging, inclusive and intelligent experience.

Read more about Webex Suite

Users also considered
Freshdesk logo

Online helpdesk system and customer service software

With an inbuilt phone system and an array of smart features, Freshdesk allows you to set up your very own call center on the cloud in just a few minutes.

Read more about Freshdesk

Users also considered
Zendesk Suite logo

AI powered customer service across all channels

Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

Read more about Zendesk Suite

Users also considered
LiveAgent logo
Category Leaders

Multichannel Help Desk Solution with Powerful AI Features

LiveAgent is a multichannel inbound call center solution that allows businesses to manage customer interactions via phone, live chat, and social media. This cloud-based solution enables agents to route calls and boost customer satisfaction

Start with a 1 month free trial, no credit card required.

Read more about LiveAgent

Users also considered
Zoho Desk logo

Customer service software for businesses of all sizes

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. Hook up your customer service number with Zoho Desk, and make/receive calls in-app. Your traditional customer service telephony has been redesigned for the cloud.

Read more about Zoho Desk

Users also considered
Ringover logo
Category Leaders

100% cloud phone for startups and SMEs

Set up your call centre online in just a few clicks. No need for technical expertise to deploy a high-performing call centre for your business. Configure everything online. Be up and running in minutes.

Read more about Ringover

Users also considered
Nextiva logo

AI-enabled solution to streamline business communication

AI-enabled solution that helps connect businesses to all of their conversations on one, AI-powered platform, helping them understand their customers in real-time to create personalized experiences that set them apart.

Read more about Nextiva

Users also considered
Talkdesk logo
Category Leaders

Cloud-based contact center & customer experience platform

Self-service management. One-click integrations with Salesforce, Zendesk, Desk.com and many others. No phones, hardware, downloads or coding required.

Read more about Talkdesk

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

Salesforce Service Cloud offers a solution for contact centers to track & route incoming cases from multiple channels with integration to 80 telephony systems.

Read more about Salesforce Service Cloud

Users also considered
RingEX logo

RingEX - AI meets trusted communications

Designed to give you a flexible, mobile, and powerful cloud phone system. Experience HD-quality web, audio, and video, along with one-click functionality and webinar capabilities with RingCentral Video. Promote collaboration with team messaging, unlimited SMS, and more.

Read more about RingEX

Users also considered
GoTo Connect logo

The first-ever truly unified voice and video solution.

GoToConnect combines the power and reliability of Jive's cloud VoIP phone systems with GoToMeeting's web, audio and video conferencing into one simple, reliable and flexible solution. Users can meet, talk, chat, text and collaborate seamlessly via web browser, desktop application, or desk phone.

Read more about GoTo Connect

Users also considered
ActivTrak logo

Cloud-based platform for managing workforce intelligence

Optimize call center performance with ActivTrak. Get visibility into how agents work, improve customer interactions & boost productivity

Read more about ActivTrak

Users also considered
CallHippo logo
Category Leaders

Cloud-based phone system for sales, support & growing teams

CallHippo is a Cloud Based Contact Center Solution that is easy-to-use while offering robust functionality with advanced features, extensive reporting, and seamless integrations to empower sales and service teams to have effective conversations with customers. 24x7 World Class Support. Instant Setup

Read more about CallHippo

Users also considered
DialedIn CCaaS logo
Category Leaders

Cloud-based contact center solution to streamline operations

DialedIn's inbound/outbound call center solution offers seamless integration and flexible pricing to automate and optimize operations.
Fast, easy deployment - you’re up and running in hours.

Read more about DialedIn CCaaS

Users also considered
HubSpot Sales Hub logo

Freemium email productivity & tracking for sales teams

HubSpot Sales is a suite of inbox-based email tracking & productivity tools with which sales teams can build, automate, and accelerate their sales processes

Read more about HubSpot Sales Hub

Users also considered
Bitrix24 logo

All in one business management workspace

Bitrix24 #1 free CRM, contact and call center software used by over 12 million companies. 100% free for unlimited users. Cloud and open source.

Read more about Bitrix24

Users also considered
Twilio logo

Build, Scale, and Operate Customized Communication Solutions

Twilio offers an API for phone services enabling companies to make and receive phone calls and send and receive text messages. It allows programmers to integrate various communication methods and to use existing web development skills and codes to solve communication problems.

Read more about Twilio

Users also considered
Convoso logo

AI virtual agent for call center automation

Dramatically increase contact and lead conversion rates with Convoso's omnichannel contact center software.

Read more about Convoso

Users also considered
3CX logo

Web & mobile-based (Android, iOS) communications system.

3CX is an all-in-one call center solution to communicate with customers via voice, video & chat. Offers advanced queue strategies set to individuals or groups. Integrates with various CRMs & MS 365. Includes call recordings & reports. One interface to answer customer live chat, FB messages & SMS.

Read more about 3CX

Users also considered
Kixie PowerCall logo
Category Leaders

More Connections, Better Conversations. AI-enhanced RevComms

Kixie is a cutting-edge revenue communications platform designed to supercharge your team’s calling and texting capabilities. Kixie leverages AI and automation to streamline outreach, maximize efficiency, and drive real revenue growth — all while keeping the human element in every conversation.

Read more about Kixie PowerCall

Users also considered
VICIdial logo

Open source call center software with predictive dialer

Multi-channel Contact center with Chat, Email, CRM and inbound/outbound call handling

Read more about VICIdial

Users also considered
CXone Mpower logo

Cloud-based contact center software

For organizations around the globe, NICE provides customer experience (CX) solutions that increase customer satisfaction, boost operational efficiency, and strengthen brand value.

Read more about CXone Mpower

Users also considered
XM for Customer Experience logo

Customer experience management (CXM) platform

Qualtrics CustomerXM is a customer experience management platform that helps businesses collect feedback from across multiple channels and improve the customer journey. Key features include personalized consumer insights, trend analysis, digital reputation management, and behavior-based predictions.

Read more about XM for Customer Experience

Users also considered
Dialpad logo

Cloud communications system for enterprise businesses

Dialpad is a cloud communication platform and business phone system that provides organizations with the latest in VoIP telephony technology to keep teams connected and productive. The platform comprises three integrated products; Dialpad Connect, Dialpad Support, and Dialpad Sell.

Read more about Dialpad

Users also considered
Wildix logo

The First Sales-Oriented Unified Communications Solution.

Wildix: Unified communications platform combining voice, video, messaging and AI for businesses. 1 million+ users. 200+ integrations.

Read more about Wildix

Users also considered

Key features for Call Center software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

  • Call Center Management: Reviewers appreciate the ability to efficiently manage call queues, monitor agent performance, and use dynamic routing to enhance customer satisfaction. 94% of reviewers rated this feature as important or highly important.
  • Call Logging: Users value the detailed tracking of call activities, including the ability to generate reports and analyze call data for performance insights. 92% of reviewers rated this feature as important or highly important.
  • Call Monitoring: Reviewers highlight the importance of listening to live calls for training and quality assurance, enabling real-time feedback and coaching. 90% of reviewers rated this feature as important or highly important.
  • Call Recording: Users find call recording essential for quality assurance, training, and compliance, appreciating the ability to review and store conversations easily. 89% of reviewers rated this feature as important or highly important.
  • Automatic Call Distribution: Users appreciate the automatic routing of calls to the most appropriate agents, reducing wait times and improving customer service efficiency. 87% of reviewers rated this feature as important or highly important.