Andreea Tilibașa specializes in content marketing and strategy for B2B tech brands. At PBX.IM, she writes about cloud telephony so that when you Google "what is SIP trunking" at 2am, you actually get a clear answer. From UCaaS and contact center tools to global voice connectivity, she covers the topics IT teams and business leaders actually care about.
It's 2 PM on a Monday, and your call queue just spiked to 47 waiting callers. Three agents are on break, two are stuck on long calls, and your service level is dropping by the minute. By the time you pull the report, the damage is done: customers have hung up, CSAT scores have tanked, and your team is scrambling to catch up.
This is exactly what a call center wallboard software prevents.
A wallboard is a real-time dashboard displaying live contact center activity, giving teams instant visibility into metrics like call volume, agent availability, and wait times as they happen. In 2026, wallboards have evolved beyond simple displays: AI integration, remote work optimization, and predictive analytics are transforming how contact centers operate.
In this guide, you'll learn what to look for in call center wallboard software, look at the top 10 solutions on the market, and understand pricing models so you can make an informed decision for your team.
TL;DR:
Call center wallboard software is a real-time visualization tool displaying live contact center metrics on screens visible to agents, supervisors, and managers. Unlike static reports or historical dashboards, wallboards update continuously, showing what's happening in your contact center right now.
Call centre wallboard solutions pull data from multiple sources: your ACD (Automatic Call Distributor), CRM, telephony system, and workforce management tools, and display it in customizable visual formats. The data is processed and visualized in real time, typically refreshing every few seconds.
Wallboards, dashboards, and analytics platforms each serve distinct purposes and knowing the difference ensures your team gets the right insights at the right time.
The key distinction is timing: wallboards prioritize the present moment, enabling immediate action rather than retrospective analysis.
Key benefits of call center wallboard software:
Choosing the right wallboard software for your contact center requires careful consideration of multiple factors. The following criteria can help you compare solutions and find the best fit for your team's needs, technical requirements, and budget.
Finding the right wallboard software can transform how your contact center operates. We've evaluated the leading solutions based on real-time metrics, customization, integrations, ease of use, and value for money to help you make an informed decision.
PBX.IM is a cloud-based VoIP and contact center platform designed for small to mid-sized businesses wanting enterprise-grade features without enterprise complexity. With customers in finance, real estate, retail, and legal, PBX.IM combines powerful wallboard capabilities with a comprehensive communication.
What sets PBX.IM apart is how wallboard functionality integrates into a full-featured contact center platform. You're not buying a standalone wallboard, but a real-time monitoring as part of a complete solution with call queues, IVR, auto attendant, and AI analytics.
The wallboard builder is genuinely intuitive: add widgets, drag them into position, set thresholds, and save. The stats reset feature is ideal for shift-based operations, allowing you to reset all metrics at specific times.
Established businesses and growing contact centers (5-200 agents) wanting an all-in-one solution without managing multiple vendors. Particularly strong for teams needing global coverage with local numbers in 150+ countries.
Paid plans start from $25/month/ user and are competitively priced to scale with your needs. There is also a free version for testing out the platform’s capabilities. You can visit the PBX.IM pricing page for current rates.
Salesforce, HubSpot, Zoho CRM, Zendesk, Microsoft Teams, Slack, REST API for custom integrations.
Pros & Cons
Trustpilot: 5/5 — "We've been using PBX.IM for our mortgage broker business for two years, and it's been fantastic. The reliability and feature set surpass our previous phone company. Call transcripts and agent queueing have significantly improved our workflow."
Dialpad offers real-time dashboards with AI-powered insights, including live call transcription, sentiment analysis, and in-the-moment coaching suggestions for agents. Its wallboard features are built into the broader contact center platform, making it a strong choice for teams that want analytics and coaching tools in one plac
Key Features: Real-time dashboards, AI speech analytics, live agent coaching, omnichannel support, Google/Microsoft integration.
Standout Capabilities: "AI Moments" surfaces key conversation topics, while real-time assist cards coach agents during live calls.
Best For: Mid-market companies (50-500 agents) prioritizing AI-driven coaching.
Pricing: Contact center plans from ~$95/user/month.
Integrations: Salesforce, HubSpot, Zendesk, ServiceNow, Google Workspace, Microsoft 365.
Rating: G2: 4.4/5
CloudTalk offers real-time dashboards that display call metrics, agent status, and queue performance. It's geared toward SMBs and prioritizes quick setup over advanced customization
Key Features: Real-time dashboard, smart dialer with CRM sync, call flow designer, TV wallboard display, international numbers in 160+ countries.
Standout Capabilities: Deep CRM integrations pull customer data directly into the agent interface alongside real-time metrics.
Best For: Sales-focused teams and SMBs (10-100 agents) relying on CRM integration.
Pricing: Lite: $19/user/mo | Essential: $29/user/mo | Expert: $49/user/mo (wallboard in Expert).
Integrations: Salesforce, HubSpot, Pipedrive, Zoho, Zendesk, Intercom, Freshdesk.
Rating: Capterra: 4.4/5
Five9 provides enterprise-focused wallboards with reporting across voice, chat, email, and social channels. Its dashboards integrate with workforce management tools, though pricing reflects its enterprise positioning
Key Features: Advanced real-time and historical dashboards, workforce optimization suite, predictive dialers, AI virtual agents.
Standout Capabilities: Supervisor Desktop provides comprehensive real-time visibility with agent management and routing adjustments on the fly.
Best For: Enterprise contact centers (100-5,000+ agents) with complex requirements.
Pricing: Digital: ~$119/user/mo | Core: ~$159/user/mo | Enterprise: Custom.
Integrations: Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, Oracle, SAP.
Rating: G2: 4.0/5
Genesys offers customizable wallboards designed for large contact centers with omnichannel needs. The platform is feature-rich but can be complex to implement and manage
Key Features: Real-time dashboards with 100+ metrics, AI predictive engagement, workforce engagement management, omnichannel orchestration, extensive marketplace.
Standout Capabilities: Industry-leading orchestration of customer journeys across channels with AI that predicts customer needs.
Best For: Large enterprises (500-10,000+ agents) requiring best-in-class capabilities.
Pricing: Cloud 1: ~$75/user/mo | Cloud 2: ~$110/user/mo | Cloud 3: ~$150/user/mo.
Integrations: Salesforce, Microsoft, AWS, Google, Adobe, ServiceNow, 400+ AppFoundry apps.
Rating: G2: 4.3/5 | Gartner Magic Quadrant Leader
KrispCall provides basic dashboards covering live calls, agent availability, and call history. It's a simple, budget-friendly option, though it may lack depth for growing teams
Key Features: Live call monitoring, call analytics, virtual numbers in 100+ countries, team collaboration, mobile apps.
Best For: Startups and small teams (1-25 agents) needing affordable, no-frills monitoring.
Pricing: Essential: $15/user/mo | Standard: $40/user/mo.
Rating: G2: 4.6/5
NovelVox focuses on CRM-integrated wallboards for platforms like Salesforce and ServiceNow. Customization options are extensive, but implementation may require more hands-on configuration
Key Features: Drag-and-drop builder, 50+ pre-built widgets, gamification with leaderboards, multi-screen support.
Best For: Contact centers adding wallboard capabilities to existing platforms (Cisco, Avaya, Genesys).
Pricing: Custom based on agent count and modules.
Rating: G2: 4.5/5
Talkdesk features real-time dashboards with drag-and-drop customization and pre-built templates. It offers automation features, though costs can add up as you scale
Key Features: Real-time and historical dashboards, AI agent assist, workforce management, industry-specific solutions.
Best For: Mid-market to enterprise (100-2,000 agents) prioritizing AI automation.
Pricing: Essential: ~$75/user/mo | Elevate: ~$95/user/mo | Elite: ~$125/user/mo.
Rating: G2: 4.4/5
Bright Pattern provides omnichannel wallboards that track voice, chat, email, and social interactions. It includes quality management features, though it's less well-known than some competitors
Key Features: Omnichannel wallboards (voice, chat, email, social), scenario-based routing, quality management, mobile apps.
Best For: Mid-sized centers (50-500 agents) needing true omnichannel visibility.
Pricing: Custom; competitive with mid-market.
Rating: G2: 4.5/5
Nextiva combines unified communications with built-in analytics dashboards. Its wallboard features are part of a broader platform, which may appeal to some but feel limiting for contact center-specific needs
Key Features: Real-time dashboards, unified UC + CC, AI analytics, built-in CRM and helpdesk.
Best For: SMBs to mid-market (10-500 agents) wanting unified communications.
Pricing: Essential: ~$25.95/user/mo | Professional: ~$30.95/user/mo (contact center additional).
Rating: G2: 4.5/5
When evaluating options for your contact centre solution, look for these essential features to ensure you get the visibility, flexibility, and value your team needs.
Your wallboard should display: call volume and queue depth, average and longest wait times, agent availability and status, service level adherence, abandonment rates, and handle times.
Look for: drag-and-drop widget placement, role-based views (agent vs. supervisor), multiple layout options, color-coded threshold alerts, and saved configurations.
Effective gamification includes: leaderboards showing top performers, performance contests, achievement badges, personal goal tracking, and team competitions.
Modern wallboards should display: voice metrics alongside chat, email, and social; omnichannel queue visibility; and channel-specific KPIs.
Essential connections: CRM integrations (Salesforce, HubSpot, Zendesk), ACD/PBX systems, workforce management tools, and open APIs.
Critical features: threshold-based alerts, audio/visual notifications, escalation workflows, and SMS/email alerts to supervisors.
Support for: large screen/TV displays, desktop widgets, mobile apps, and multi-screen configurations.
While wallboards focus on real-time, you still need historical context with trend analysis to spot patterns, performance comparisons over time, export capabilities for further analysis, and scheduled reports delivered automatically.
Setting up a wallboard effectively requires planning. Here's a practical framework based on PBX.IM's approach:
Before configuring widgets, identify what actions you want the wallboard to drive. Are you focused on reducing wait times? Improving service level compliance? Motivating agents? Your objectives determine which metrics matter most.
In most platforms, this involves navigating to settings, creating a new wallboard, and selecting your initial widgets. PBX.IM auto-populates with your first queue to get you started quickly. From there, you can add additional widgets through a simple interface.
Key configuration options include:
Each widget can be configured individually. Double-click any widget to access options like:
Drag and drop widgets to create an effective visual hierarchy. Place the most critical metrics (like calls in queue and wait times) prominently. Group related metrics together. Leave enough spacing for readability from a distance.
Activate your wallboard and share the link with your team. Most platforms provide a shareable URL that can be displayed on TV screens or accessed via browser.
Implementation and setup fees, training costs, integration development, premium support packages, hardware (TVs/monitors), and API access fees.
Expect 5-15% productivity improvements, reduced handle time, lower abandonment rates, improved CSAT scores, and significant management time saved.
Call center wallboards have become essential for modern operations. Real-time visibility into queue status, agent performance, and service levels enables the proactive management that separates great customer experiences from frustrating ones.
PBX.IM delivers this capability as part of a comprehensive cloud platform. You get intuitive wallboard building with drag-and-drop widgets, threshold-based alerts, shift-based resets, and multiple display options, all integrated with AI transcription, call recording with a 7 years retention capability, and detailed analytics.
For SMBs that don't want multiple vendors or enterprise prices, PBX.IM offers the best combination of functionality and value.
Beyond wallboards: local numbers in 150+ countries, auto attendant, call queues, IVR, and compliance with GDPR, HIPAA, PCI DSS, and ISO27001.
Getting maximum value from your wallboard requires more than just turning it on. Here are proven strategies:
Every metric on your wallboard should drive a specific action. If a number goes red, someone should know exactly what to do. Avoid cluttering the display with metrics that are "nice to know" but don't prompt immediate response.
Thresholds that trigger too often become background noise. Set yellow warnings at levels that indicate attention needed, and red alerts for situations requiring immediate intervention. Review and adjust thresholds based on actual performance patterns.
Place wallboard displays where agents and supervisors naturally look—visible without being distracting. For remote teams, ensure desktop widgets are easily accessible and consider dedicated wallboard screens during team video calls.
Your wallboard should evolve with your operation. Schedule monthly reviews to assess which metrics are actually driving decisions, which thresholds need adjustment, and whether additional widgets would add value.
Ensure everyone understands what each metric means and what actions they're empowered to take when metrics change. A wallboard that nobody acts on is just an expensive screensaver.
Depends on your needs: SMBs seeking value: PBX.IM. Enterprise scale: Five9 or Genesys. CRM-focused teams: CloudTalk.
$15-200+/user/month depending on features. Many platforms include wallboards in base pricing. See the PBX.IM pricing page for affordable options.
Absolutely. Cloud-based solutions support distributed teams with desktop and mobile apps alongside TV screen support.
Top 10: calls in queue, longest wait, average wait time, service level %, available agents, agents on calls, abandoned calls, average handle time, calls handled, CSAT score.
Most modern platforms (PBX.IM, Five9, Genesys) include wallboards. Standalone tools like NovelVox suit legacy systems needing wallboard capabilities.
Cloud platforms: hours to days for basic setup. Enterprise implementations: 4-12 weeks.
Yes. Most offer native integrations with Salesforce, HubSpot, Zendesk, and others, plus APIs for custom work.
Free trials are common (14-30 days). PBX.IM offers a free Start-Up tier with $5 calling credit. DIY open-source options require technical expertise.
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