Call Tracking Software

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Showing 1 - 20 of 79 products
Showing 1 - 20 of 79 products

Nextiva

FrontRunners 2022

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 ...Read more about Nextiva

4.13 (201 reviews)

45 recommendations

ULTATEL Cloud Business Phone System

ULTATEL enables people to work together and get the information they need to do their best work, anywhere they are. Our cloud platform brings together phone, video, messaging, texts and business apps, allowing people to connect, ...Read more about ULTATEL Cloud Business Phone System

No reviews yet

36 recommendations

RingCentral MVP

RingCentral MVP is a cloud-based business communications solution that offers tools for Messaging, Video and Phone. Core features of the solution include conferencing, auto-recording and unlimited long-distance and local calling. ...Read more about RingCentral MVP

4.22 (996 reviews)

30 recommendations

GoTo Connect

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 whic...Read more about GoTo Connect

4.50 (617 reviews)

7 recommendations

Dialpad

FrontRunners 2022

For quickly growing businesses looking to efficiently scale their support teams, Dialpad provides a cloud-based call center with access to real-time customer insights. Dialpad allows users to onboard quickly and focus on deliverin...Read more about Dialpad

4.34 (465 reviews)

5 recommendations

Agile CRM

Agile CRM is a cloud-based customer relationship management (CRM) solution designed for small and midsize businesses. It offers contact management, telephony tools, appointment scheduling, marketing automation, project management,...Read more about Agile CRM

Five9

FrontRunners 2022

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, emai...Read more about Five9

CallHippo

FrontRunners 2022

CallHippo is a cloud-based call center solution that helps mid to large size businesses with workflow automation and virtual telephony. The platform enables users to give detailed analysis to customers through call recordings. Cal...Read more about CallHippo

Twilio

Twilio is the worlds leading cloud communication platform that enables you to engage customers across channels - SMS, voice, video, email, WhatsApp and more. Pay-as-you-go APIs allow businesses to scale communications reliably. ...Read more about Twilio

EngageBay

EngageBay is an integrated marketing, sales, support and CRM solution designed to help small to midsize enterprises acquire, engage and convert website visitors into customers. The cloud-based platform lets businesses use marketin...Read more about EngageBay

CloudTalk

FrontRunners 2022

CloudTalk is a contact center management solution that enables businesses to streamline communications with teams and customers using virtual call systems. It allows executives to manage inbound/outbound calls, extract interaction...Read more about CloudTalk

CallSource

CallSource is a performance management solution that helps automate the collection of customer information and lead generation. It is a cloud-based platform that enables users to track calls and capture sales opportunities with ma...Read more about CallSource

CallRail

FrontRunners 2022

CallRail makes it easy for businesses of all sizes to turn more leads into better customers. Serving more than 200,000 businesses worldwide, CallRail’s marketing analytics and business communications software delivers real-time in...Read more about CallRail

Close

Close is the sales engagement CRM designed to help SMBs turn more leads into revenue. At Close, were dedicated to the business of the future: smart, agile teams who work remotely. If you're a tech-enabled team who needs to scale w...Read more about Close

Groove

Groove is a sales productivity platform that enables revenue leaders to boost revenue-per-rep across every division of the enterprise. Groove automates administrative tasks and makes Salesforce easy to access and update from every...Read more about Groove

Mango Voice

Your office is now available wherever and whenever you need it. With Mango Voice's enterprise-grade, cloud based, VoIP phone system, you can stay connected to customers, patients, and team members through great features like, Call...Read more about Mango Voice

JustCall

The Cloud Phone System of choice for modern sales and support teams. We help end clueless conversations by adding context to every call. Call software, virtual numbers, SMS campaigns, native CRM integrations, and lots more at just...Read more about JustCall

4.14 (99 reviews)

CallTrackingMetrics

FrontRunners 2022

CallTrackingMetrics is a cloud-based call tracking and contact center solution for businesses and agencies that helps with tracking campaigns, reaching new audiences through integrated text marketing and online forms and using int...Read more about CallTrackingMetrics

4.59 (97 reviews)

MightyCall

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 vanit...Read more about MightyCall

3.81 (94 reviews)

Convirza

FrontRunners 2022

Convirza is a cloud-based call optimization and call tracking solution which helps businesses of all sizes with marketing results and spends. The solution enables users to generate phone calls and trace them directly to offline an...Read more about Convirza

4.36 (72 reviews)

Buyers Guide

Last Updated: October 03, 2022

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.