Call tracking software is a valuable tool for understanding the ROI of marketing campaigns and optimizing the customer journey. By attributing phone calls to sources, recording conversations, and analyzing data, businesses can see what‘s driving calls and conversions to allocate budgets and resources more effectively.
This article reviews 10 top call tracking platforms on the market to consider.
What is Call Tracking Software and How Does it Work?
Call tracking software attributes phone calls to sources by assigning unique phone numbers to different campaigns and assets. When someone calls the number, the platform can identify where the lead came from.
Key capabilities include:
- Call attribution: Matches calls to sources like PPC ads, landing pages, organic traffic etc. Helps identify most profitable campaigns.
- Call recording: Records inbound and outbound calls for training, compliance and quality assurance.
- Analytics: Provides reports on call volume, duration, locations and more to optimize spending.
- Routing: Forwards calls to correct extensions or queues using rules and menus.
- CRM integration: Logs interactions and caller data seamlessly to platforms like Salesforce.
This enables businesses to see their true marketing ROI, understand the customer journey and improve the experience.
Top 10 Call Tracking Software
1. CallRail
CallRail is an industry leader used by over 175,000 businesses globally. Key features include:
Attribution: Accurately tracks calls and forms to all media sources and campaigns with ROI reporting.
Analytics: Real-time dashboard to monitor call volumes, durations, wait times and more. Can be shared across teams.
Recording & Transcription: Records, stores and transcribes calls for training and quality assurance. Easy search within conversations.
Notifications: Customizable alerts to notify reps when someone from an important source calls.
CRM Integration: Syncs call log data with platforms like Salesforce, HubSpot and Zoho automatically.
Ideal For: Enterprise brands and agencies managing large call volumes.
Pricing: From $45/month starter plan. Custom enterprise quotes available.
2. Phonexa
Phonexa offers AI-driven call tracking and distribution through its Call Logic product.
Routing: Smarter rules-based routing considers factors like intent, queue capacity and agent skills.
Monitoring: Real-time dashboard tracks every call and conversion by source all the way down to keyword-level.
Self-service: Menu with options for common questions helps deflect calls from live agents.
Agent Desktop: Calling, logging and notifications integrated seamlessly for more callbacks and conversions per hour.
Analytics: Visual reports on volumes, durations, locations and trends with export option.
Ideal For: High-volume B2C call centers aiming to optimize routing and agent productivity.
Pricing: Custom quotes. Cost per call model also available.
3. HubSpot
HubSpot offers native call tracking tightly integrated with its renowned CRM and marketing platform.
Easy Calling: Make and record calls directly in HubSpot interface without a separate tool.
Campaign Sync: Attribution links calls seamlessly back to campaign sources and timelines.
Notifications: Real-time pop-up alerts when specific contacts call you.
Logs: Automatic detailed logs contain recordings, notes and transcripts from calls and meetings.
Roadmap: Upcoming releases to enable SMS, screen sharing, email templates and more during calls.
Ideal For: Existing HubSpot customers to leverage wider platform integrations.
Pricing: Included in mid-tier Sales Hub plan ($50/month) and up.
4. Freshcaller
Freshcaller focuses on actionable insights for improving call center operations.
Intelligent Routing: Skills-based routing, geographic routing and IVR menus customize journeys.
Performance Analytics: Dashboards for managing daily SLAs, peak call volumes and queue conditions.
Agent Analytics: Granular tracking of availability, productivity and engagement by agent.
Customer Surveys: Quick polls after calls to capture feedback and satisfaction ratings.
Third-Party Integrations: Plug-ins available for platforms like Shopify, Jira, Slack and more.
Ideal For: Mid-market call centers looking to closely monitor operations.
Pricing: From $15 per agent monthly. Volume discounts available.
5. CloudTalk
CloudTalk is a highly scalable cloud-based call tracking solution with a focus on call centers.
Flexible Numbers: Local, international and toll-free numbers across 90 countries.
Intelligent Routing: Menu options, wait queues, skills and geolocation used to match callers with best agents.
Agent Experience: Click to call, status setting and notifications integrated seamlessly.
Monitoring: Real-time dashboards show peak times, locations, durations and more to inform staff planning.
Affordability: Cost-effective scaling options compared to on-premise infrastructure.
Ideal For: Growing call centers that expect spikes in global call volumes.
Pricing: From $30 monthly for bundled regional plans. Per minute charges may apply.
6. WhatConverts
WhatConverts focuses on easily tracking offline marketing campaigns driving phone calls.
Offline Tracking: Unique numbers can be dynamically inserted into print, TV, radio and event promotions to capture calls.
Call Recording: Records all inbound calls for quality assurance. Optional GDPR-compliant feature.
IVR Menus: Custom voice prompts provide tailored options to callers before routing.
Multi-Ring: If agents can’t pick up, options to ring multiple backup destinations simultaneously.
Analytics: Call volumes, wait times, locations, durations and trends all reporting automatically.
Ideal For: Marketers running national offline campaigns like billboards and mailers.
Pricing: From $8.25 monthly per tracking number. Volume plans available.
7. Ringba
Ringba offers advanced call tracking and distribution for high-volume enterprises.
Rules-based Routing: Route calls intelligently based on business hours, agent skills and profitability.
Pay-per-Call Monitoring: Real-time tracking of spends, payouts and caps across publisher networks. Ensures compliance.
Agent Experience: Integrated softphone, click to call and logging boost productivity.
Queue Messages: Schedule voice messages informing callers of expected wait times and callback options while on hold.
APIs: Robust telephony and data APIs enable customization within workflows.
Ideal for: Large call centers and enterprise brands running integrated digital campaigns.
Pricing: Custom quotes. Cost per call model also available.
8. CallFire
CallFire focuses on flexible and scalable call tracking across devices.
SMS Call Tracking: SMS alerts notify you that someone’s tried to call before forwarding voicemail. Improves response rate.
Local Numbers: Easily acquire local numbers across the US and Canada to build trust.
Voice Studio: Create custom interactive voice response menus using an easy drag-and drop interface.
Notifications: Get SMS or email alerts when receiving calls from priority campaigns or regions.
Whispers: Reps hear real-time background on the caller before answering to personalize experience.
Ideal for: Sales teams that want text message integration with call tracking workflows.
Pricing: From $45 monthly for bundles including call minutes.
9. Clixtell
Clixtell offers an easy-to-use call tracking solution for smaller teams.
Number Pool: Claim local business numbers immediately from their pool of provisioned numbers.
CRM Integrations: Attribution data can be automatically attached to customer profiles in Salesforce, Dynamics and others.
Call Recording: Selectively record inbound and outbound calls based on rules.
Vanity Numbers: Get custom 800 and 888 vanity numbers that spell specific words or brands.
Dashboards: See real-time volumes and trends alongside historical reporting.
Ideal for: Startups and SMEs that wantCRM integrations without complexity.
Pricing: From $10 monthly for 20 call minutes and two tracking numbers.
10. DialogTech
DialogTech leverages AI and machine learning for speech analytics.
Transcription: Convert calls to text for faster analysis – error rate below 5%.
Insights: Sentiment analysis, churn predictors, compliance violations and talk patterns detected automatically from calls.
Smart Routing: Contextual routing considers caller profile, journey history and needs for better experiences.
Predictive Performance: Models forecast future demand, staff requirements and seasonal trends.
Hybrid Deployment: Can be embedded directly within existing on-premise infrastructure.
Ideal for: Large enterprises that take a data-driven approach to call center optimization.
Pricing: Custom quotes.
How to Choose Call Tracking Software
Here are key factors to consider when selecting your platform:
Business Size
Assess call volumes to determine if basic call tracking meets needs or if an enterprise solution with IVRs, whisper messages and advanced routing is required.
Use Case
Outline your goals before evaluating features. Do you want to attribute calls to Google/Facebook campaigns, integrate with CRM software or use for call center analytics?
Deployment Method
Could leverage native call tracking in marketing platforms like HubSpot. Or standalone Web SDK tracking, on-premise solutions or hybrid models may suit better.
Budget
Cost structures differ significantly. Per minute billing, monthly packages or custom enterprise quotes are all common.
International Scope
For global businesses, choose a provider with numbers in all your markets. Regional restrictions can apply.
Ease of Use
Balance powerful capabilities with enough simplicity that your team can actually use it effectively day-to-day.
Prioritizing these factors will help narrow down the vast range of vendors to a suitable shortlist for your needs.
Best Practices for Using Call Tracking Data
To drive growth with call tracking software, it’s crucial to act on the insights:
Share Data Across Teams
Break down silos by giving sales, marketing and support access to dashboards with campaign performance, peak call times, locational trends etc.
Set Benchmarks
Establish baselines for call durations, queues, wait times etc so anomalies can be quickly identified.
Automate Analyses
Leverage platforms’ APIs for automated reporting on agent productivity, region performance etc on weekly schedules.
Listen to Calls
Sample recordings to gain qualitative customer feedback on top of pure quantitative analytics.
Optimize Spending
Double down on best performing messaging and channels driving calls. Retire those showing low ROI.
Enhance Journeys
See where callers are dropping out of IVRs or waiting too long before pickup. Refine menus and staff planning accordingly.
The Future of Call Tracking
Call tracking software continues to become more automated, scalable and integrated into broader tech stacks with developments like:
- Speech analytics platforms leveraging machine learning and AI for deeper conversational insights and predictions.
- Tighter no-code integrations between call tracking data, marketing analytics, sales engagement and CRM software.
- Flexibility to embed directly into on-premise infrastructure as hybrid deployment models gain traction.
- Rich inbound call experiences enabled through bots, business messaging apps and in-call CRM screens.
- Expanding options as 5G and softwareTelco solutions disrupt traditional carrier models.
Conclusion
This article has covered 10 leading call tracking platforms and key selection criteria such as use cases, deployments and pricing models.
Identifying and implementing software that gives clear visibility into phone call campaigns, analytics around conversions, and tools to optimize the experience can be a real growth lever for businesses.
Taking a data-driven approach is no longer just for digital channels. The complexity and variety of call tracking solutions means there’s an option for all business sizes and budgets to unlock the value in phone-based interactions.
