Call Tracking Software
Call Tracking Software Overview
What is Call Tracking Software?
Call tracking software tracks the source of inbound phone calls. This is done by assigning unique numbers to different digital advertisements across channels and campaigns. These can be inserted dynamically into a website or landing page depending on the visitor’s source. Call tracking supports marketing attribution by determining which digital advertising campaigns are the source of calls.
Beyond attribution, call tracking apps provide call intelligence and conversion tracking. This includes discovery of caller characteristics (e.g. demographics) and call context such as if the caller is shopping online or a repeat caller. Call tracking applications achieve this through integrations with CRMs, Web Analytics tools, or other data stores. Leading call tracking applications can generate a lead score for the caller from these data, and route the call appropriately.
Additionally, call tracking software includes in-call analytics for optimization of various kinds. This might include call recording, sales guidance, and sales coaching, and call outcome analytics (e.g. conversion or loss, sales rep performance tracking, call quality, etc.). Data resulting from these analytics may also be used to guide retargeting efforts across digital channels.
Call Tracking Software Features & Capabilities
Call tracking applications include the following features:
Attribution matching inbound calls to digital ad campaign
Dynamic insertion of tracking number
Call conversion tracking
Caller intelligence (e.g. demographics, caller prior behavior)
Intelligent call routing
In-call analytics
Call recording and transcript
Sales and service guidance
Sales and service performance analytics
Lead scoring
Reporting dashboard
Integrations
Call tracking platforms require a number of integrations to function correctly. An integration with marketing automation platforms and ad serving platforms supply dynamic tracking numbers into ads and support digital campaign attribution. Integrating with the CRM is essential for call logging, caller characteristic retrieval for intelligent call routing, and other features.
For additional audience targeting and attribution, call tracking software can integrate with social media (e.g. Facebook). Integration with websites and web analytics also provides dynamic number insertion and attribution. And for full performance coaching and reporting call tracking apps must also integrate with marketing performance management suites.
Pricing Information
Call tracking software is available standalone or as part of a digital marketing analytics suite. Many vendors offer free trials and entry-level packages ranging around $20 per month supporting a relatively limited number of calls and call minutes. Middle tier packages supporting
Call Tracking Products
LiveAgent
LiveAgent is an online live chat and help desk software that’s especially popular with e-commerce businesses at the small and midsize level. In addition to their core live chat application, the vendor also offers ticket management, online self-service portals and change and license management, all...
Marchex
Marchex is a mobile advertising analytics company that connects online behavior to real-world, offline actions. By linking critical touchpoints in the customer journey, Marchex’s products enable a 360-degree view of marketing effectiveness. Brands and agencies utilize Marchex’s products to...
Invoca
The Invoca platform delivers the inbound call intelligence required for marketers to capture and optimize customer engagement and sales beyond the click. From attribution to intent, marketers gain a complete understanding of the customer's journey across digital, mobile and offline touchpoints so...
ActiveDEMAND
ActiveDEMAND is an integrated marketing automation platform that is designed to bring together online marketing tools into a single application. This platform focuses on helping both novice and expert marketers set up, manage and execute campaigns with a focus on measuring business results such as...
RingDNA
RingDNA calls itself a "sales acceleration engine" for inside sales teams using Salesforce. According to the vendor, RingDNA's Intelligent Dialer for Salesforce aims to help outbound sales reps use RingDNA to make more calls, connect with up to 400% more prospects, and fully automate voicemails....
DialogTech
DialogTech (formerly ifbyphone) offers call tracking, analytics and automation software. Features include call attribution, call scoring, contextual call routing, call management, and automated voice notifications.
Convirza
Convirza is a call tracking solution with features such as call recording, push-button accountability, and close rate tracking for every call.
Analytic Call Tracking
Analytic Call Tracking is a call tracking software with features such as real-time call statistics, call recording, and mobile availability.
AvidTrak
AvidTrak is a call tracking solution available for both offline and online tracking with features such as tracking numbers, third-party marketing integrations, tag management, and call routing.
Call iQ
Call iQ is a call tracking software with features such as live call analytics, call recording, and customizable call greetings.
Callbutton
Callbutton is a call tracking solution built around custom call trackign and reporting.
Callcap
Callcap is a fully-featured call tracking solution built to determine which marketing avenues are most effective to maximize gain on advertising investment with real-time analytics, call recording, and detailed call records.
Callmodo
Callmodo is a call tracking software for both online and offline marketing and that can track calls across channels.
AddSource
Addsource is a call tracking platform built to test the effectiveness of advertising by learning customer behavior, analytics, and measuring cost-per-order.
PhoneBurner
PhoneBurner is an automatic phone dialing system. It provides the ability to load a list of contacts and includes a built-in contact manager. It allows users to record a voicemail message and to choose which contacts to call.
Retreaver
Retreaver is a call tracking solution that integrates into existing marketing automation platforms such as Oracle and Salesforce driven by powerful analytics and integrated security.
CallTrackingMetrics
CallTrackingMetrics is a call tracking solution for all online and offline channels with real-time reporting and intelligent routing.
Calltracks
Calltracks is a call tracking solution with customisable dashboards, offline sales tracking, keyword tracking, and universal analytics integration.
CallTrax Plus
CallTrax Plus is a call tracking solution designed to be effective across channels, allowing customers to quickly acquire clean toll-free and / or local phone numbers to use as campaign trackers.
Century Interactive
Century Interactive is a call tracking solution with features such as inbound, outbound, and website call tracking, human call categorization, and dynamic call routing.
Dial 800
Dial 800 is a call tracking solution built to optimize marketing across platforms through tracking, routing and analyzing lead calls.
Exotel
Exotel is a call tracking solution with real-time notifications and analytics, multi-level IVR, and call recording capabilities.
KeyMetric
Keymetric is a call tracking solution built around call analytics, unlimited source and keyword call tracking.
Mediahawk
Mediahawk is a call tracking solution with features such as visitor and static call tracking, call recording, and real-time reporting.
Call Tracking Articles
The Blind Spot in Digital Marketing Campaigns: Interview with Paul Rudwall, Director of Product Marketing at Invoca
At Dreamforce we talked with Paul Rudwall, Director of Product Marketing at Invoca, about marketers’ blind spot in the customer journey. According to Rudwall, the rise of mobile has created a surge in phone calls, which are not properly linked to the mobile internet research preceding the calls. Rudwall describes how customers are using Invoca to tie online activity to phone calls—intelligence they use to drive high-converting leads for sales.