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Top Rated Telephony Software with Reporting/Analytics in 2026

Verified reviewer profile picture
Verified reviewer profile picture

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 call volume, call duration, peak hours, and individual usage. These metrics help manage call center operations, improve customer service, and make data-driven decisions. Our reviewers in telephony software rated this feature as important.

3 Best Telephony Software with Reporting/Analytics

  • Zoho Desk - Highest rated for reporting/analytics
  • Nextiva
  • Zendesk Suite

See other top Telephony products with reporting/analytics

How we picked the 3 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 telephony 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 the product with the highest rating for reporting/analytics based on our proprietary ratings and reviews. 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 3 best products

Zoho Desk logo
4.5
(2.2K)

User insights about the reporting/analytics feature

Reviewers appreciate Zoho Desk's reporting and analytics capabilities for their user-friendly and quick generation of reports. They find it valuable for optimizing customer support and business operations. Users highlight the integration with Zoho Analytics for more detailed reporting and the ability to connect with over 50 business apps. They say it is useful for tracking SLA compliance, team productivity, and performance evaluations. However, some users feel that the standard reporting could be improved and more detailed.
“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

Telephony key features coverage

Zoho Desk offers 5 out of the 6 key features for Telephony software identified by reviewers:

VoIP Connection4.7
Call Routing4.5
Call Monitoring4.6
Voice Mail
Call Center Management4.5
Call Recording4.6

Pros and cons based on 2,211 verified reviews

59% of users rated Zoho Desk 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 2,211 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Enhanced productivity features

Effective team collaboration

Streamlined client interactions

Support for business expansion

Seamless CRM integration

Cons:

Slow performance issues

Notification management challenges

Email handling limitations

Complex user interface

See pros and cons details

Pricing

Starting price:$20 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

Nextiva logo
4.6
(914)

User insights about the reporting/analytics feature

Reviewers indicate that Nextiva's reporting and analytics are helpful for tracking call volume, average call length, and business performance. They find the variety of reports useful but suggest that a wider range of reports could enhance business operations. Users appreciate the ability to monitor performance and access call logs, though some find the reporting packages difficult to use and in need of improvement. They mention that non-standard reports can be requested through customer service.
“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

“Provides variety of reports. As a suggestion can include more wide variety of reports which is critical to enhance our business operations”
AR

Anand R.

Senior Team Lead

Telephony key features coverage

Nextiva offers 6 out of the 6 key features for Telephony software identified by reviewers:

VoIP Connection4.7
Call Routing4.8
Call Monitoring4.7
Voice Mail4.8
Call Center Management4.7
Call Recording4.6

Pros and cons based on 914 verified reviews

80% of users rated Nextiva 5 out of 5 stars, while 5% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 914 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Enhanced team connectivity

Comprehensive communication tools

Scalable for small businesses

Smooth transition process

Cons:

Challenging contract terms

Limited messaging capabilities

Slow issue resolution

See pros and cons details

Pricing

Starting price:$25 per user/per month|Free version:Not available|Free trial:Not available

Prices may vary depending on the number of users and features.

Zendesk Suite logo
4.4
(4K)

User insights about the reporting/analytics feature

Reviewers highlight Zendesk Suite's reporting and analytics for providing valuable insights into customer behavior, agent performance, and SLA statistics. They appreciate the ability to create custom reports and integrate with tools like PowerBi. Users find the dashboards useful for tracking productivity and identifying areas for improvement. However, they mention that setting up reports can be complicated and time-consuming, and some advanced analytics require additional costs. They also note limitations with exporting data on different operating systems.
“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

“It is extremely beneficial how easy dashboard can be created to show trends, insights into the SLA statistics. It is also easy to integrate this with PowerBi to show in depth analysis.”
JD

Jason D.

It analayst

Telephony key features coverage

Zendesk Suite offers 6 out of the 6 key features for Telephony software identified by reviewers:

VoIP Connection4.4
Call Routing4.5
Call Monitoring4.5
Voice Mail5.0
Call Center Management4.6
Call Recording4.5

Pros and cons based on 4,070 verified reviews

56% of users rated Zendesk Suite 5 out of 5 stars, while 3% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 4,070 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

Cons:

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details

Pricing

Starting price:$39 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

Other Top Rated Telephony Software with Reporting/Analytics in 2026

Zendesk Suite logo

AI powered customer service across all channels

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Read more about Zendesk Suite

Users also considered
Zoho Desk logo

Customer service software for businesses of all sizes

Zoho Desk is a web and mobile-based customer service software that enables businesses of all sizes and types to deliver customer support, empower agents, and maintain operations.

Read more about Zoho Desk

Users also considered
Ringover logo
Category Leaders

100% cloud phone for startups and SMEs

Ringover is a 100% Cloud voice - video - chat - text and call center solution focused on team productivity and directly configurable by managers. The key: end-to-end technological control, a user-friendly interface, and support at each step.

Read more about Ringover

Users also considered
VoIP.ms logo
Category Leaders

Business Phone and IP telephony system

VoIP.ms is a cloud-based IP telephony system, which helps businesses streamline communication and manage incoming or outgoing calls using voicemail, caller ID, DID forwarding, encryption, call hunting and various other functionalities.

Read more about VoIP.ms

Users also considered
Nextiva logo
Category Leaders

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

Benefit from comprehensive call center software functionality from inside Zendesk, Salesforce and Desk.com with the Talkdesk CTI Widget.

Read more about Talkdesk

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
CallHippo logo
Category Leaders

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

CallHippo is a Virtual Phone System 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

Optimize your call centers with DialedIn's telephony features. Enjoy advanced routing, predictive dialing and seamless CRM integration.

Read more about DialedIn CCaaS

Users also considered
Bitrix24 logo

All in one business management workspace

Bitrix24 #1 business phone system and CRM in one. Inbound and outbound calls, IVR, telemarketing, robocalling, voice mail, call recording, call routing, domestic and international phone number rental. Used by over 12 million businesses worldwide!

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
Category Leaders

AI virtual agent for call center automation

Convoso is a software uses advanced conversational AI to automate customer interactions for call centers. It understands complex inputs and customer intent, responding naturally in voice and text while handling tasks like scheduling callbacks, sending reminders, and qualifying leads. Unlike basic IVR systems, it engages in conversations, improving sales cycle efficiency and freeing human agents for more productive work.

Read more about Convoso

Users also considered
3CX logo

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

3CX is a phone system that handles call queues, built-in video calls, and web conferencing. It integrates website live chat, Facebook & text messages all in one system. The open-platform is fully compatible with popular IP phones & SIP trunks.

Read more about 3CX

Users also considered
Kixie PowerCall logo

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
Textedly logo

Communication platform for SMS and MMS marketing

Textedly is the #1 trusted choice of world-class companies and powers millions of their text messages.

Read more about Textedly

Users also considered
VICIdial logo

Open source call center software with predictive dialer

VICIdial is an open source call center solution with outbound predictive dialing and features for handling inbound or manual calls as well as email and web chat

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
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
Five9 logo

Cloud contact and call center software

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more

Read more about Five9

Users also considered
PhoneBurner logo

Power dialer & outbound sales acceleration software for SMBs

PhoneBurner's Power Dialing platform helps inside sales teams reach up to 4x more contacts, increase live answers, manage/track leads, and streamline workflows.

Read more about PhoneBurner

Users also considered
Aircall logo

AI powered customer communications platform

Make every phone conversation count and give time back to your reps with 100+ CRM, Helpdesk, and software integrations.

Read more about Aircall

Users also considered
Intermedia Unite logo

All-in-one communications & collaboration tool

Award-winning, highly reliable, cloud-based phone system that helps small businesses lower costs & increase employee productivity. With complementary mobile & desktop apps users stay seamlessly connected. Unite is backed by J.D. Power-certified 24/7 support & a 99.99% uptime service level agreement.

Read more about Intermedia Unite

Users also considered
CallTools logo
Category Leaders

All-in-one predictive dialer & inbound call center solution

CallTools is an all-in-one call center solution offering an outbound power dialer & inbound call center with live agent monitoring, skill-based routing, & more. Unlimited Minutes on Predictive, Power, and Preview Dialer with Built-In Web Phone, CRM, and Dedicated In-House Support Team. Call us now!

Read more about CallTools

Users also considered
Emitrr logo
Category Leaders

Customer engagement platform for local business owners

Emitrr functions as an AI-based business toolbox that operates continuously to streamline customer communication and business operations. The platform enables businesses to text-enable existing phone lines, allowing teams to send individual or group messages while managing multiple phone lines from a unified inbox. Team members can assign conversations, route messages, and leave internal comments to facilitate efficient collaboration.

Read more about Emitrr

Users also considered

Key features for Telephony software

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

  • VoIP Connection: Reviewers highlight the flexibility and reliability of VoIP connections, noting their importance for maintaining high-quality calls, cost savings, and supporting remote work. 95% of reviewers rated this feature as important or highly important.
  • Call Routing: Users appreciate call routing for efficiently directing calls to the right agents, enhancing productivity, reducing wait times, and improving customer satisfaction. 89% of reviewers rated this feature as important or highly important.
  • Call Monitoring: Reviewers value call monitoring for its role in improving customer service, training, and ensuring quality control through features like live call listening and detailed reporting. 88% of reviewers rated this feature as important or highly important.
  • Voice Mail: Users find voice mail features essential for receiving messages after hours, with benefits like email notifications, transcriptions, and easy access to messages on various devices. 87% of reviewers rated this feature as important or highly important.
  • Call Center Management: Reviewers emphasize the importance of call center management for tracking performance, optimizing workflows, and ensuring efficient handling of customer inquiries. 84% of reviewers rated this feature as important or highly important.
  • Call Recording: Users highlight call recording for its critical role in training, compliance, and quality assurance, with features like automated recording and easy access to stored conversations. 82% of reviewers rated this feature as important or highly important.