Call tracking software is used to track and record phone calls. The call will be recorded by the system and customers contact details can be saved for future use. Other uses of the software is lead generation, outbound calling and inbound calling.
Here are the best call analytics software.
CallTrackingMetrics
At the time of writing, CallTrackingMetrics has a total of 46 reviews and 4.6/5 stars on Capterra.
CallTrackingMetrics is the second product we’re most often compared to, and they offer features including but not limited to:
- Call Tracking
- Call Automation: If you have different departments that answer calls from different campaigns, you have the ability to auto route calls. (WhatConverts offers this in our Call Flow feature).
- Analytics and Reporting: CallTrackingMetrics has an extensive list of standardized reports, but from what we’ve heard from customers, it is not as flexible or powerful as the WhatConverts reporting engine/platform.
Invoca
At the time of writing, Invoca has a total of 17 reviews and 4.8/5 stars on Capterra.
They’re a great fit for enterprise companies, and they offer features including but not limited to:
DialogTech
At the time of writing, DialogTech has a total of 13 reviews and 3.5/5 stars on Capterra.
They offer features including but not limited to:
Retreaver: Best Call Tracking Software for Tight Budgets
Overall Score: 3.81 OUT OF 5 i
What We Like
- More affordable for small teams just starting to use call tracking software
- Dynamic call routing based on caller history is a standard feature
- Ability to add trackable extensions to any number for a promo code offer
What’s Missing
- No live chat customer service option
- No mobile apps or spam detection
- Text messaging and text source tracking isn’t an option
Retreaver Pricing*
- 50 Calls: $25 for 200 minutes, 15 numbers, $1 per extra number, and 5 cents per minute over
- 250 Calls: $65 for 1,000 minutes and 15 numbers
- 500 Calls: $125 for 2,000 minutes and 25 numbers
- 2,500 Calls: $525 for 10,000 minutes and 25 numbers
- 5,000 Calls: $1,000 for 20,000 minutes, 50 numbers, and 47.5 cents per minute over
*Use the online calculator to get a cost estimate, then receive your quote via email or phone call.
Retreaver is an innovative, pay-as-you-go service offering 15 numbers and 200 minutes for just $25. By comparison, you’d pay nearly double this amount for phone numbers alone when using Convirza ($4 per number) or Ringba ($3 per number). However, Retreaver charges an extra 1 cent per minute for live call controls like call transfer and hold.
This call tracking service comes with intelligent call routing, automated workflows based on caller data, and conversion reporting. Unlike CallTrackingMetrics, integrations with HubSpot and Salesforce don’t require you to subscribe to a mid- or upper-tier plan. Plus, it provides plenty of analytics and reporting data, but slightly less customization than found with WhatConverts.
Since Retreaver is a pay-as-you-go service, it may be harder for you to estimate your monthly costs, since the charges increase according to volume. If you would feel more comfortable always knowing what your costs will be, use a subscription-based call tracking service like CallRail.
Retreaver Features
- Call tagging: Like WhatConverts, Retreaver supports webhooks for creating automated workflows, such as generating post-call tasks or automatically pushing source data to integrated third-party software.
- Intelligent call routing: Leverage specific call routing rules and conversion data to send callers to certain extensions or play a prerecorded message informing them that they’ve already claimed a promo code, for example.
- Call logs and call flows: Use Retreaver’s dashboard to filter call logs according to number, campaign, call source, or call endpoint. From there, you can access call flow data for individual callers to examine where calls start and end.
CallRail: Best for Subscription Plans With Trackable Phone Numbers
Overall Score: 3.77 OUT OF 5 i
What We Like
- Team performance management included with mid-tier package
- Entry plan integrates with Facebook
- Apps for both Android and iPads
What’s Missing
- Call transcripts and form tracking only with the most expensive package
- Phone numbers limited to the U.S., U.K, Australia, and Canada
- Customer service by email or support ticket only
CallRail Pricing
- Call Tracking: $45 per month for 10 local numbers, 500 minutes, and 100 text messages (SMS)
- Call Tracking and Lead Center: $75 per month to add 500 softphone minutes and team performance management
- Complete CallRail Platform: $175 per month to add 100 form submissions and 10,000 call transcription minutes
- Free trial: 14 days
CallRail is a call tracking solution that uses a subscription-based plan similar to WhatConverts, with a starting price that includes phone numbers and minutes. While extra numbers and minutes cost slightly more with CallRail, your total cost of ownership (TCO) may be lower. For instance, CallRail charges $45 for 10 numbers, 100 text messages, and 500 minutes. In contrast, WhatConverts cost $30 for 10 numbers, no text messages, and 110 minutes.
All CallRail plans include call recording, scoring, and forwarding. You don’t need to pay for a higher plan tier to access HubSpot, Facebook, APIs, or webhooks. However, if you want to integrate with Salesforce, you may prefer Retreaver, since CallRail charges an extra $65 per month for Salesforce integration. Additionally, conversation intelligence and advanced call flows are upcharges.
With prices starting at $45 per month, CallRail is a good alternative to pay-as-you-go call tracking software like Convirza. The entry plan comes with most essential integrations and standard features, making it a good option for small businesses.
CallRail Features
- CallScore: Unlike manual scoring found with Convirza, CallRail provides automated call scoring. It uses machine learning (ML) and call metadata to automatically develop lead scores for you.
- Agent performance: Set up each one of your agents as a CallRail user to enable performance-based reports, and pull details according to missed calls or call outcomes by agent.
- Quick texts: Create text templates in the lead center to save time. These let you send a text to missed callers or customers without writing a new message every time.
Marchex
At the time of writing, Marchex has a total of 30 reviews and 4.4/5 stars on Capterra.
They offer features including but not limited to:
- AI-Powered Call Analytics
- Pay Per Call Leads Marketplace
- Local Lead Tracking
- Intelligent Mobile Messaging
Phonexa
At the time of writing, Phonexa has a total of 11 reviews and 4.9/5 stars on Capterra.
They offer features including but not limited to:
CallTrackingMetrics: Best Overall & Best for Multi-channel Tracking
Overall Score: 4.36 OUT OF 5 i
What We Like
- Mobile apps for iPhones, Androids, and iPads
- Supports bulk text messaging campaigns
- Open application programming interface (API) for custom integrations
What’s Missing
- Entry-level plan doesn’t include smart routing and automation features
- Usage costs can get pricey for companies with high call volumes
- Spam detection is an extra charge per caller
CallTrackingMetrics Pricing*
- Business: $39 per month plus usage for basic call routing and Google/Bing integrations
- Marketing: $99 per month plus usage for intelligent routing and connections to Facebook and HubSpot
- Contact Center: $299 per month plus usage for agent performance reports and Salesforce/Zendesk integrations
- Enterprise: Custom pricing for solutions offering personalized training, dedicated tech support, and a service level agreement (SLA)
*Usage charges are extra and include per-minute and phone number fees. Pricing is based on monthly payments. Users can also pre-pay annually for a discount.
CallTrackingMetrics (CTM) is a scalable call tracking service offering dynamic number insertion (DNI) and robust conversation intelligence. DNI automatically attributes a specific number to each ad source so that you can track effectiveness. CallTrackingMetrics stands out because it monitors not only phone calls, but also text and chat messages and forms. All subscriptions include click-to-call ads and ad extensions. It also comes with popular voice-over-internet-protocol (VoIP) business phone features like call recording and call whisper.
Additionally, the service uses artificial intelligence (AI) to identify keywords while your caller talks. From there, the AI tool automates actions. For example, if a caller says “cancel” during a conversation, the system could automatically email an account manager.
CallTrackingMetrics also provides local and toll-free numbers in more than 80 countries. Only Ringba comes close to this by offering numbers in over 60 countries, whereas CallRail supports four. However, CallTrackingMetrics doesn’t include free phone numbers or minutes in its subscription. If you prefer more inclusive packages, consider Retreaver or WhatConverts.
Pricing starts at $39 per month, plus usage. You can save money by paying annually, and all plans feature 30 days of free call tracking service. Additional usage charges include $1.25 to $3.50 per phone number and 3.5 cents to 6.5 cents per minute, depending on plan tier and phone number type (local or toll-free).
CallTrackingMetrics Features
- Intelligent call routing and automation: Select their Marketing plan to benefit from a GeoRouter that automatically sends callers to an agent near them or directs them to a specific rep based on their previous actions. This plan also includes intelligent word detection, which triggers actions according to verbal cues. WhatConverts also offers geo routing at a lower monthly cost.
- Multi-channel call attribution: CallTrackingMetrics traces the source for most forms of communication, including phone calls, texts, chats, and forms. Call details include the ad, channel, keywords, and website pages visited, along with their call history.
- Phone and text options: Choose from local, vanity, or toll-free tracking numbers in more than 80 countries, or use the GeoContact feature to display local numbers to your customer. Plus, CallTrackingMetrics provides five- and six-digit shortcodes needed for bulk text messaging.
WhatConverts Best for Tracking Ecommerce Transactions
Like we said above, almost every major company (including our own) offers very similar, commoditized features specifically around tracking calls. For example:
- Call Recording: Record, monitor, and download incoming calls.
- Call Transcription: Get the details you need from your calls without having to sit through and listen to the whole recording.
- Keyword Level Call Tracking: Know exactly which PPC keywords are driving calls.
- Dynamic Number Insertion (DNI): Allows you to automatically swap a telephone number(s) on your website, so that you can track the marketing source. (You don’t need to buy a unique tracking number and put it on the landing page of each campaign — with DNI, you can do so automatically).
- Call Greeting: When someone calls in, you can create an automated greeting to be played (i.e. “This call may be recorded and monitored for quality purposes”).
- Call Whisper: Right before you get connected with a caller, you’ll get an automated message that tells you how the lead was generated (i.e. “Incoming call from Google Ads”).
- Call Flows: Ensures the call is properly directed to the right place by giving callers a menu of options. (i.e. “Dial 1 for Sales, Dial 2 for Support”).
- Instant Phone Number Setup & Tracking: As soon as you buy a call tracking number, it’s available immediately to use. You don’t have to put in an order and wait until somebody gets back to you.
In addition, most call tracking solutions offer standard report templates that show which marketing channels, campaigns, keywords, and landing pages drove the most calls. Here’s how those reports look like in WhatConverts:
Calls by Source/Medium (see more details)
Calls by Campaign & Keyword (see more details)
Calls by Landing Page (see more details)
These features should be part of your bare minimum requirements for choosing a call tracking software.
You can do all of the above with WhatConverts (and much more), but regardless of what solution you choose, make sure it can do everything mentioned above.
Conclusion
One of the most common things to measure is the success of your marketing campaigns . But, there are various ways to achieve this. One way is to track calls made by your call center agents. This is called Call Tracking. The other way is to track your web users. This is called Web Call Tracking or Web Analytics Software .