Finding software can be overwhelming. Software Advice has helped many companies choose the right call tracking software to make the most and gain the most insight from every incoming call.

Showing 1-20 of 168 products

RingCentral OfficeFrontRunners 2021

RingCentral Office is a cloud-based business phone solution that offers business communication tools for video, voice, fax and text. Core features of the solution include conferencing, auto-recording and unlimited long-distance and... Read more

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Recent recommendations: 53 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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GoToConnect

GoToConnect (formerly Jive) delivers a cloud-based unified communication solution to organizations of all sizes across the U.S. GoToConnect includes integrated products for business VoIP, video conferencing and contact center which... Read more

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Recent recommendations: 52 recommendations

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Nextiva Office FrontRunners 2021

Nextiva is a platform that brings communications together with business applications, intelligence, and automation. This helps businesses communicate and build deeper connections with their customers. The platform brings all communication... Read more

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Recent recommendations: 46 recommendations

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Vonage Business Solutions

Vonage Business Solutions is a cloud-based communications solution suitable for small and midsize companies. The solution offers a business phone system that enables businesses to connect their VoIP phone system to internet-enabled... Read more

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Recent recommendations: 29 recommendations

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Virtual Office by 8x8

Virtual Office is a collection of comprehensive web-based business VoIP solutions from offered by 8x8. Enterprise grade phone service, virtual meetings, mobile applications, virtual contact centers and more are available to help companies... Read more

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Recent recommendations: 26 recommendations

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Business Plus

Business Plus is a cloud-based VoiP solution created by PanTerra, which allows users to take or make calls from their office phone number, communicate with their team, and have file access, all from any device with an internet connection,... Read more

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Recent recommendations: 23 recommendations

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Ooma Office

Ooma Office is a cloud-based VoIP solution that caters to small-medium sized businesses across various industry verticals that helps them to manage their business operations. For businesses of all sizes, Ooma provides advanced voice... Read more

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Recent recommendations: 21 recommendations

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DialpadFrontRunners 2021

Designed for organizations of any size, Dialpad is a cloud-based communications platform that allows businesses to access voice, messaging, meetings and video from any computer, smartphone, or tablet. Other key features include call... Read more

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Recent recommendations: 18 recommendations

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net2phone

net2phone’s cloud PBX VoIP phone solution enables businesses to communicate in a variety of methods, whether voice, texting, messaging or web chat, over an array of devices, in the office and on the go. The net2phone solution features... Read more

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Recent recommendations: 8 recommendations

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Deployments: Cloud
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MightyCallFrontRunners 2021

MightyCall is a cloud-based business VoIP solution designed for small businesses. It helps users manage customer service calls and company communications. MightyCall handles incoming calls including toll-free, local and vanity numbers.... Read more

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Recent recommendations: 5 recommendations

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Deployments: Cloud
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Twilio Voice API

Twilio's Voice API is a fully programmable VoIP system that helps companies make, manage and route calls to a browser, app, phone and more. Key features include call monitoring, call transcripts, call routing, PBX, auto dialer / predictive... Read more

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Recent recommendations: 2 recommendations

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net2phone Canada

net2phone Canada is a cloud-based business phone service provider, helping Canadian organizations drive business performance through powerful uCaaS tools. Trusted by clients and partners across the country, net2phone Canada has disrupted... Read more

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Recent recommendations: 2 recommendations

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SpitFire

Designed as a hybrid call center solution, SpitFire Enterprise utilizes powerful dialing tools to assist call centers in the telemarketing, financial services, healthcare, and education industries launch blended inbound and outbound... Read more

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Recent recommendations: 1 recommendations

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Deployments: CloudOn premise
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RingCentral Office

RingCentral Office is a cloud-based business phone solution that offers business communication tools for video, voice, fax and text. Core features of the solution include conferencing, auto-recording and unlimited long-distance and... Read more

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Deployments: Cloud
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NICE inContact Hosted Call Center

NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read more

Platforms: MacWinLinux
Deployments: CloudOn premise
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Five9FrontRunners 2021

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,... Read more

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Deployments: CloudOn premise
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Dixa

Dixa is a customer friendship platform that helps brands build stronger bonds with their customers through simple, unified and engaging conversations. Dixa allows your team to deliver instant and continuous service across phone, email,... Read more

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Broadvoice Cloud PBX

Broadvoice Cloud PBX is a hosted phone system that provides voice applications. The solution caters to the needs of businesses of multiple sizes. It provides a “pay as you go” SIP trunking for a single-vendor VoIP solution. Broadvoice... Read more

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Convoso Cloud Contact Center

Convoso’s all-in-one contact center platform generates and converts leads faster using multiple communication channels. The cloud-based solution offers multiple dialing modes (predictive/power/preview) along with two-way texting,... Read more

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InGenius

Ingenius is a computer telephony integration (CTI) solution designed to help contact centers track, analyze, manage and report on customer call interactions on a unified platform. It integrates telephony systems with customer relationship... Read more

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Buyers guide


Last Updated: February 23, 2021

Digital natives—companies that began as online companies and whose products are largely digital—get a lot of tech things right. As well they should. After all, they get to avoid the awkward growing pains, aka digital transformations, that traditional businesses pass through as they mature to become competitive in the online and digital worlds.

Of the many things digital natives get right, customer communication is at the top of the list. They understand that communication is always contextual and—most importantly—they use the right tools to both identify the context of every interaction and turn that context into action.

Call tracking software is one of those tools. It takes customer communication to the next level, giving insights into who is calling and why, before you even pick up the phone. This Buyer's Guide will help you understand call tracking software and strategies so your company can leverage one of the tools that makes digital natives so successful. Below, we explain:

What Is Call Tracking Software?
How Does Call Tracking Work?
How Is Call Tracking Software Implemented?
Common Features of Call Tracking Software

What Is Call Tracking Software?

Call tracking software is a set of tools that gives companies insight into why customers are calling. No, it can't read minds, but it accomplishes almost the same thing by letting a company know what a customer was looking at when they decided to pick up the phone.

Let's look at an example scenario. Imagine the phone at your small or midsize business (SMB) is ringing. You don't know who the caller is, and there are any number of reasons they might be calling:

  • Are they an existing customer or a new prospect?
  •   
  • Are they calling because they saw your new billboard or newspaper ad?
  •   
  • Are they calling because they read your blog post about a new product?
  •   
  • Do they want more information about how your product compares to your competitor's offer?
  •   

Call tracking software answers these questions before you even pick up the phone. In small offices, this can be helpful, simply by tipping you off to the nature of the call. More commonly, the information is used to route the calls to different specialists, those trained and ready to handle that specific type of inbound call.

How Does Call Tracking Work?

Multiple phone numbers are the trick that make call tracking software possible. In four simple steps, here's how it works:

  1. Your company keeps its current, main phone number(s), but also has a bucket of additional phone numbers. Those additional phone numbers are provided by your call tracking software provider.
  2.   
  3. The additional numbers are placed selectively and individually on:
    • Marketing materials
    • Online advertisements
    • Select web pages and blog posts
    • Flyers and handouts
    • Any other promotional materials or public-facing resources
  4.   
  5. When a customer calls in on one of those phone numbers, your call tracking software provides the context—either through a computer interface or by routing the call to specific extensions.
  6.   
  7. With that context in front of you, you're able to extrapolate a great deal of information about the nature of the call and respond accordingly.

Call tracking software needs to work closely with other IT systems, so it's implementation must be carefully planned and considered.

How Is Call Tracking Software Implemented?

Call tracking software can be implemented as part of a CPaaS (communication platform as a service) or as a stand-alone service that integrates with your existing business telephony system.

Call tracking with CPaaS usually requires more do-it-yourself engineering and is advisable only for companies with complex call routing implementation requirements. Imagine, for example, you need call tracking to work in tandem with your company's smartphone app. That's the path Uber took when building its app on top of the Twilio CPaaS.

Most SMBs are looking for turnkey solutions, such as those provided by CallRail and CallTrackingMetrics. These work on top of your existing business phone or call center system.

Common Features of Call Tracking Software

As noted, call tracking software can be purchased as a stand-alone product. But even then, it's always implemented with some type of business telephony system, from a basic two-line office phone system to a full-on call center platform. For this reason, buyers should expect some crossover functionality between call tracking software and other telephony IT.

Common and core call tracking software features include:

Tracking numbers The extra telephone numbers provided by the tracking software company and placed on marketing materials, advertisements and other public-facing resources.
Automatic call distribution (ACD) Automatically routes calls to specific (internal) extensions or branch offices, depending on the context of the originating call.
Software integrations Helps integrate call tracking into other business software platforms. This can, as an example, pull up a customer's CRM record when that customer calls.
API access API access provides tools for developers to integrate the call tracking software functionality into other business applications.
Call reporting Provides a dashboard interface for tracking overall success of various tracked numbers, calls and campaigns.
Call recording Record and review calls from a centralized dashboard. This preserves recorded calls for compliance, training and quality control.
Call monitoring Lets management listen in on active calls, sometimes with additional barge and whisper functions. (See No. 4 here for more detail.)
AdWords call tracking Connects tracked numbers to individual Google AdWords campaigns giving you insight into the performance of different ads, phrasings and keyword targets.
Vanity phone numbers Vanity phone numbers—phone numbers that spell words and can improve call-in rates—are offered by some call tracking software services.

 

TrackMyLeads uses call tracking to compile and track success rates of various campaigns

TrackMyLeads uses call tracking to compile and track success rates of various campaigns

Call tracking software can be a relatively challenging software purchase, due to the complexity of its implementation and its unique integration requirements. If your company has plans to upgrade its call center or telephony platform, then the easiest solution would be to find one that incorporates call tracking functionality off the shelf.

Alternatively, many of the stand-alone call tracking solutions can be used with most common business phone systems. Browse the list of products above or give our advisors a call and we'll help you come up with a shortlist of products that will work for you.

FrontRunners

Your Guide to Top Call Tracking Software, February 2021

Software Advice uses reviews from real software users to highlight the top-rated Call Tracking Software products in North America.

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“Usability” includes user ratings for Functionality and Ease of Use.“Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money.Reviews analysis period: The reviews analysis period spans two years and ends on the 15th of the month prior to publication.