Every call is another opportunity for contact centers to gather important data on their customers. That data can reveal preferences, where customers get frustrated, or how agents can improve themselves. Without the right reporting tools, though, it's easy for those insights to get buried.
In this article, we’ll walk you through seven of the best reporting software solutions built for call centers, especially for enterprises. You’ll see how each one stacks up, and why Mosaicx stands out with its end-to-end analytics.
The biggest mistake a contact center can make is to treat reports as just a way to collect numbers. It's about finding patterns and making sense of every interaction that happens on a daily basis. However, the only way you can do that is when your reports are clear and accurate.
So, are your customers spending too much time on hold? Do certain issues take longer to resolve? Are some agents able to handle certain product calls better? Reporting puts all of this into focus.
From a customer experience perspective, this visibility is critical. Your daily reports highlight pain points in the journey, giving managers the chance to reduce wait times, improve first-call resolution, and ensure customers walk away satisfied.
It also drives smarter decision-making. You shape staffing, training, and process improvements around hard data. Over time, this shifts reporting from being a simple tracking tool into a guide for long-term strategy.
AI-driven reporting completely changes how you track performance and make decisions in a call center. Your managers no longer have to rely on manual approaches and instead get instant analysis across all customer interactions. It's what differentiates the best reporting software from basic ones.
Contact centers produce enormous volumes of data, but it takes the proper tools to convert all that data into actionable insights. The best call center software does more than provide basic metrics. It provides real-time insights into performance, allowing managers to spot trends and make informed decisions at the right time.
Mosaicx leads the pack as one of the best call center reporting software in the market. They combine conversational AI with advanced reporting tools to give your enterprise a complete view of the entire customer journey.
Mosaicx’s Insights360 platform uses real-time dashboards and automated alerts to keep you informed at every node, while the AI-driven insights surface issues you might otherwise miss. So, instead of guessing why customer satisfaction scores are dropping, you get clear visibility into problem areas through transfer-aware analytics.
Maybe customers who start with self-service but transfer to agents are waiting too long, or perhaps some handoffs consistently cause confusion.
The payoff is significant if you're ready to integrate conversational AI into your operations. For businesses that want detailed journey analytics paired with next-generation AI capabilities, Mosaicx is one of the strongest reporting solutions available.
Large enterprises with complex reporting requirements find Genesys Cloud CX valuable for their Performance Dashboards, which handle enterprise-scale data volumes with ease. The platform features metrics and chart widgets, workforce management integration, and an analytics add-on that provides automated data integration with cloud analytics capabilities.
What sets Genesys apart is their ability to combine real-time dashboards with simple management tools. You get real-time insights needed to run complex contact center operations, which benefits organizations that need integrated workforce management alongside their reporting functions.
The prebuilt KPI approach that Talkdesk offers allows teams to start generating meaningful reports immediately, making it ideal for mid-market teams seeking user-friendly reporting without extensive technical requirements.
While the platform delivers excellent ease of use, advanced customization options may be a bit limited, so organizations with unique reporting requirements might find the prebuilt approach somewhat restrictive.
Five9 provides real-time performance dashboards, scheduled report generation and distribution, historical data analysis capabilities, and both agent and supervisor reporting views within their unified architecture.
Their platform's strength lies in delivering solid analytics capabilities without requiring separate vendor relationships. Hence, teams that prefer single-vendor solutions find this approach particularly valuable.
However, the reporting capabilities are primarily designed for Five9 CCaaS customers, which means organizations using other contact center platforms would need to consider migration costs and complexity.
Advanced natural language processing capabilities make Level AI particularly valuable for enterprise call centers focusing on conversation intelligence and agent performance improvement.
Their platform specializes in providing insights that traditional reporting cannot deliver. This includes things like conversation analytics, automated quality checks, coaching tips for agents, and even sentiment analysis to show how customers are feeling during interactions.
The only catch is that Level AI needs to connect with your existing call recording systems, so setup takes some integration work. Also, if a company doesn’t have much conversation data yet, the benefits may be limited at first. But for businesses with a lot of customer interactions, Level AI can be a game-changer for improving both customer experience and agent performance.
CallMiner is best known for turning spoken conversations into useful insights. Their platform uses advanced speech analytics to process large amounts of customer conversations and then highlights patterns regarding customer sentiments and agent performance.
They also have automated compliance monitoring tools, allowing companies to comply with rigorous regulations without having to listen in on each call manually.
On top of that, predictive analytics and trend tracking allow for easier identification of problems before they blow up.
CallMiner is a good fit for high-volume call and compliance organizations. But because it specializes in speech analytics, it might not be as beneficial to companies that primarily have text-based interactions.
The Reporting Engine is designed for companies that need robust reporting capabilities but do not wish to migrate to an entirely different contact center platform. This platform focuses purely on business intelligence and analytics, giving you the freedom to zero in on insights without all the extra baggage.
Build custom dashboards for what you want, pull together data from different sources, and schedule reports to land when you need them. And since it’s built with self-service in mind, your teams can explore the numbers on their own. There's no need to wait around for IT to step in.
The trade-off is that you’ll still need your current contact center platform for day-to-day operations, which means managing more than one vendor. But for organizations that want best-in-class reporting without the restrictions of all-in-one solutions, The Reporting Engine is a strong fit.
Every contact center has to eventually find better ways to track its team's performance. They can either use standalone reporting tools or rely on built-in dashboards from their CCaaS platform. Each approach has distinct advantages depending on your operational needs and scale.
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Separate Reporting Tools |
Built-In CCaaS Dashboards |
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Better Data Analysis: Listen to calls and understand customer sentiments, not just count keywords. |
Simple Setup: Already know your phone system? Reports work the same way. |
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Everything's Connected: Pull data from scheduling, CRM, and call systems into one view. |
No Extra Cost: Reports come free with your existing phone system. |
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Built for Performance: Your software focuses only on helping your teams improve. |
Basic Metrics: Perfect if you just need call times and satisfaction scores. |
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AI-Powered Insights: Real-time coaching triggers and automated quality checks. |
Easy Training: Your team already knows how to use the interface. |
Large call centers with 50+ agents usually pick separate tools because they need specialized software with features like automated reporting that actually help their agents get better at their jobs. Smaller teams often stick with what's built in.
If you’re running a contact center, ask yourself this: Do you want to just see numbers, or do you want to help your team improve? If you want real improvement, you need tools that tell you exactly what to coach and when to do it.
Mosaicx treats your customers' journeys differently from other basic reporting software. We give you a holistic view of every touch point, from the first call to the final resolution.
You can finally stop chasing data because our platform tells you exactly where service gaps are appearing, which moments earned loyalty, and what factors are driving cost.
Powered by Insights360, we also layer in automation, so many routine interactions never require an agent. And paired with our conversational AI capabilities, you can start predicting breakdowns and deliver resolution before customers even complain.
If you’re looking to turn data into a decisive advantage, book a personalized demo now. Join us for a walkthrough of Insights360 as well as Engage and explore how your contact-center metrics can finally move beyond dashboards.