We’ve compiled this comprehensive call tracking guide to share our knowledge and help you explore and compare the best call tracking software on the market. The software featured in this guide is rated based on research conducted by Calltracking. reviews.
How do you generally allocate your marketing budget: online form conversions or call conversions? While both methods have their merits, inbound phone calls hold indisputable advantages.
Understanding what prompts customers to call your business enables you to concentrate on effective marketing efforts, thereby reducing your cost per lead and enhancing ROI. Given the high value associated with inbound calls, it is crucial to track and measure both phone calls and digital marketing campaigns to facilitate improvements and optimisations. The key to achieving this is call tracking.
What Is Call Tracking?
Call tracking is a technology that informs brands precisely which marketing efforts triggered customers to contact them. Similar to a company asking a customer, “How did you find us?” call tracking tools provide an automated and more accurate method to obtain that information.
Phone tracking software handles the “remembering” for the consumer through call centre IVR and other tools, so agents and sales representatives don’t need to ask that question.
If you miss marketing attribution from phone calls, tracking software can bridge the gap between your marketing efforts and inbound calls. Once you understand your attribution, you gain visibility into the performance of both offline and online marketing.
However, what happens if a brand aiming to save time and money uses poorly designed call tracking software? Could it impact its brand awareness and reputation?
Source: Call Tracking & Conversation Intelligence Made Simple
By implementing the right call tracking software, businesses can eliminate guesswork, analyse the entire customer journey, and more.
Here’s what accurately tracking phone calls can do for your business:
| Call Attribution | Helps brands identify marketing campaigns and efforts that drive the desired call outcomes. |
| Call Tracking Data & Analytics | Allows marketers to use automated call distribution systems to pinpoint the best distribution methods. |
| Insights into the Customer Journey | Enables businesses to streamline the call process through a variety of call distribution features, improve the customer journey, and immediately connect consumers to brand representatives. |
| ROI & Call Tracking Reports | Assists marketing experts in analysing the most important call tracking metrics and gathering first-party data to calculate key metrics such as cost per acquisition. |
How Does Call Tracking Software Work?
Approximately 60% of companies depend on call-based campaigns to generate quality leads and revenue. They employ various strategies to engage their target audience and keep their call centres active.
When determining how to track incoming calls from pay-per-call, PPC, or SEO efforts, it’s essential to understand how call intelligence software functions. Similar to a potential car buyer wanting a “look under the hood” before taking a test drive, businesses seeking to implement call tracking solutions should grasp the fundamentals of its operation and what it involves.
Phone call intelligence helps you track calls effectively and understand how successful future marketing campaigns might be. It ensures all captured call data is searchable and analysable, identifies which keywords and actions have the highest marketing potential, and highlights efforts that need more attention or should be discontinued.
Phonexa’s Call Logic is equipped with all the essential tools, including call analytics, interactive voice response (IVR) service, predictive modelling, call tracking and recording, ping tree, automatic call distribution software, conversation intelligence, and more.
Call Logic enables you to respond to the evolving demands of modern consumers by defining the customer journey with detailed call insights, managing inbound calls with data-driven automatic call routing, and providing real-time data for effective campaign optimisation.
Since phone calls remain a primary lead source, it’s common for brands to use call tracking and lead management solutions to streamline their workflow. For example, the tracking software provides visibility into phone conversations, the ACD system handles call routing, and lead management software distributes inbound leads to departments or agents based on specific attributes.
As part of Phonexa’s marketing automation suite, these tools can help businesses utilise different distribution logic, reduce lead response times, and reach their prospective clients more quickly.
Here’s an example of a lead distribution logic that can be used by businesses offering financial services.
Companies of all types can leverage automatic lead distribution based on leads’ location, products they’re interested in, origin, and more. Of course, the preferred distribution criteria can vary from business to business.
Today’s fastest-growing and most successful businesses recognise that providing an exceptional customer experience is a key competitive differentiator. However, without the right call tracking software, businesses can miss out on valuable data from inbound calls, such as their sources, associated conversions, and context.
Сall Tracking Software Comparative Overview
This comparison chart aims to help you analyse each call tracking software’s offerings and compare features so you can choose the best solution for your business needs.
The following is a breakdown of the top eight software providers:
Call Tracking Software Providers — Detailed Comparison
Rating
|
| High-Quality Call Tracking Solutions | Other Solutions | |
|
| Rating: 5 | Avg Rating: 4.7 | Avg Rating: 4.5 Avg # of Reviews: 1520 |
|
| Rating: 4.9 109 Reviews | Avg Rating: 4.7 | Avg Rating: 4.4 Avg # of Reviews: 4014 |
Support Quality
|
| High-Quality Solutions | Other Solutions | |
| Customer support ⏷ | ✅ | ✅ | ✅ |
| Phonexa offers 24/7 customer support for all technical enquiries, whether related to call tracking or not, and assigns a dedicated customer success representative to ensure your business runs smoothly. Phonexa offers the following support options:
| 7 out of 7 other sales call tracking providers also offer customer support, including access to dedicated help centres, online chat, and the opportunity to contact live representatives. | ||
| Score | 4.9 | Avg 4.5 | Avg 4.3 |
Examine how businesses leverage call tracking and conversation intelligence tools to launch and manage winning call campaigns.
Attribution
| Offline call tracking ⏷ | ✅ | ✅ | ✅ |
| Phonexa’s offline call tracking provides data to evaluate the effectiveness of ad campaigns and identify areas for optimisation. This feature can also enhance conversion rates and improve the design and content of offline ads. | Most solutions allow customers to use this basic feature. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Online call tracking ⏷ | ✅ | ✅ | ✅ |
| Phonexa’s dynamic call tracking ensures accurate offline-to-online attribution, allowing precise measurement of ROI, conversion rates, and retention. It provides granular, real-time reports for campaign performance and lead generation efforts. | This type of tracking is the basis of every software available on the market. However, it takes more than just a tracking feature to assist businesses in decision-making, analysing and managing calls, and addressing all technical aspects of lead sales. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Dynamic number insertion (DNI) ⏷ | ✅ | ✅ | ⛔ |
| Phonexa’s DNI feature maps customer journeys from initial website interaction to conversion. It allows brands to track call sources such as organic searches or PPC ads and is beneficial for testing various campaigns. Dynamic number insertion (DNI) is an excellent solution for marketers testing various campaigns simultaneously. It enables brands to use tracking numbers across several initiatives, ranging from Google Ads and webpages to offline campaigns. | 6 out of 7 other providers offer this feature. 1 call tracker software provider not offering DNI offers only specific integrations (their partners’ services) to satisfy the demand. | ||
| Score | 3 out of 3 | 3 out of 3 | 0 out of 3 |
| Keyword-level attribution ⏷ | ✅ | ✅ | ⛔ |
| Keyword-level attribution is a standard feature of Phonexa’s call tracking software. It links phone calls to specific keywords, helping brands assess keyword performance and identify new opportunities. It can also assist marketers with identifying new keywords to focus on and outperform the competition. This requires a large pool of tracking phone numbers, which Phonexa provides (local, international, and toll-free numbers), and using them as unique identifiers. For keyword-level tracking, the phone number pool should be determined by the total number of simultaneous Google Ads visitors to your website. | Only 5 out of 7 other providers offer this feature. | 2 out of 7 providers do not mention this feature on the website or offer it as a third-party service. | |
| Score | 3 out of 3 | 3 out of 3 | 0 out of 3 |
| Multi-touch attribution modelling ⏷ | ✅ | ✅ | ✅ |
| Phonexa’s multi-touch attribution helps identify touchpoints that drive sales and conversions, providing insight into the customer journey and marketing effectiveness. By implementing multi-touch attribution, Phonexa’s call tracking software assists businesses with attribution modelling and pinpointing the efforts that started the customer journey and resulted in a sale. | 7 out of 7 other providers allow clients to work with different multi-touch attribution models. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
Reporting
| Out-of-the-box reporting ⏷ | ✅ | ✅ | ✅ |
| Phonexa’s platform delivers comprehensive data for campaign planning and strategy. Reports can highlight publisher success, call duration, and demographic information, all customisable to meet specific needs. This information can be useful in analysing your efforts and deciding how to proceed. You can use a publisher report to evaluate the success levels of different publishers you work with, then make informed decisions on who to purchase traffic from. Phonexa allows you to customise any section of the report you’re interested in. | 7 out of 7 other call tracking providers offer different types of reports and flexible information processing methods. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Email summary reports ⏷ | ✅ | ✅ | ✅ |
| Phonexa provides email summary reports. The Scheduled Report Export feature allows setting a schedule for sending reports to a list of specified emails. | Email summary reporting is the basic option. 7 out of 7 other providers allow users to receive reports by email. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Custom reporting engine ⏷ | ✅ | ✅ | ✅ |
| Phonexa offers custom reporting to clients. The Report Custom Fields tab allows you to configure the product data fields for the lead reports. Each sub-tab corresponds to an existing report in the Phonexa system. | 3 out of 7 other providers offer detailed instructions on managing custom reporting. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Multi-touch CPL reporting ⏷ | ✅ | ✅ | ⛔ |
| Phonexa allows clients to use the CPL metric, though there is no separate tab for it. | Only 2 out of 7 other providers offer this feature. | ||
| Score | 3 out of 3 | 3 out of 3 | 0 out of 3 |
Сall Analytics
| Call recording ⏷ | ✅ | ✅ | ✅ |
| The call recording feature is available in Phonexa’s Call Logic and Cloud PBX solution. The call recording feature enables businesses to create audio recordings of phone interactions between customers and company representatives. Additionally, it helps clients access various call data, subjectively and quantitatively assess team performance, and highlight improvement areas. | 7 out of 7 other providers offer this feature. As the basic feature of any calls tracking software, it allows you to cheque each recording and provide prompt feedback to your support and sales teams while ensuring your callers receive excellent customer service. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Call scoring ⏷ | ✅ | ✅ | ⛔ |
| Call scoring is a standard call intelligence feature that allows you to evaluate live operators’ performance based on their problem-solving skills, compliance with call protocols, conversion rates, and other factors. | 5 out of 7 other providers offer the call scoring feature. | ||
| Score | 3 out of 3 | 3 out of 3 | 0 out of 3 |
| Form scoring ⏷ | ⛔ | ✅ | ⛔ |
| Phonexa offers clients a form submission log, which users can find in the system under “Publisher Form CTR Report.” | 1 out of 7 other providers offer this feature. | ||
| Score | 2 out of 3 | 1 out of 3 | 0 out of 3 |
| Call transcriptions ⏷ | ✅ | ✅ | ✅ |
| This feature negates the need for manual call transcription and analysis. Phonexa’s call transcription feature automates content analysis, helping brands understand caller needs and identify trends. | 7 out of 7 other providers offer this feature. Call transcriptions allow you to review and evaluate phone calls, discover key conversation points, and obtain actionable insights. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Automated lead tagging ⏷ | ✅ | ✅ | ⛔ |
| Phonexa’s system allows for automated lead tagging and categorisation of inbound calls. iClear enhances the security and efficiency of Phonexa’s system while enabling lead address validation and lead tagging (advanced rules). | 4 out of 7 other providers offer this feature. | ||
| Score | 3 out of 3 | 3 out of 3 | 0 out of 3 |
| Usability | ✅ | ✅ | ✅ |
| Score | 4 out of 5 | 5 out of 5 | 3 out of 5 |
Call Routing
| Call forwarding ⏷ | ✅ | ✅ | ✅ |
| Phonexa’s automatic call distributor (ACD) supports call forwarding. This gives customers an ideal alternative if a specific customer call centre is unavailable or the dedicated customer success representative isn’t a good match. | 7 out of 7 other providers offer this feature, including detailed guides and video tutorials. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Email notifications ⏷ | ✅ | ✅ | ✅ |
| Phonexa’s call tracking software offers various notifications, including system, export, and reserve connection notifications, with flexible settings. | 7 out of 7 other providers offer this feature. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Standard call flow builder ⏷ | ✅ | ✅ | ⛔ |
| Phonexa facilitates building standard and advanced call flows from the beginning of the call (and even before the call takes place). Clients can also change the flow of the live call when the system has already started processing it (using iClear). | 6 out of 7 other providers offer this feature. | ||
| Score | 5 out of 5 | 4 out of 5 | 0 out of 5 |
| Mobile app ⏷ | ✅ | ✅ | ⛔ |
| Phonexa offers users access to its single operating solution for partner and performance marketing across iOS, Android, and macOS. | 5 out of 7 other providers offer apps, but no advanced features are available. | ||
| Score | 5 out of 5 | 3 out of 5 | 0 out of 5 |
| Custom agent setup ⏷ | ✅ | ✅ | ✅ |
| Phonexa offers users several levels of advanced access, including custom product permissions. | 7 out of 7 other providers offer this feature. | ||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 |
| Advanced call flow steps ⏷ | ✅ | ✅ | ⛔ |
| Phonexa offers advanced call flow steps and multiple call routing options, ensuring adjustable software functionality. | 6 out of 7 other providers offer this feature, with several evaluated features implying a learning curve. | ||
| Score | 3 out of 3 | 3 out of 3 | 0 out of 3 |
| White label ⏷ | ✅ | ✅ | ⛔ |
| The primary goal of the white label feature is to provide solutions and resources to businesses and agencies looking to expand their offerings and increase client lifetime value. Phonexa’s white label feature allows clients to focus on key company objectives without hiring employees, dealing with related challenges, or building currently unavailable solutions. | 5 out of 7 other providers offer this feature. However, some companies do not provide extensive information on what can be white labelled and how. | ||
| Score | 3 out of 3 | 3 out of 3 | 0 out of 3 |
| Integrations (count) ⏷ | From 40 to ♾️ | From 50 to ♾️ | 40 |
| Phonexa’s software offers a flexible “Ping URL” integration, supporting authorisation, headers, and a twig engine that allows customers to build any required integration. The integration list includes but is not limited to the following integration options:
| 7 out of 7 other providers offer multiple integration options. | ||
| Score | 5 out of 5 | 5 out of 5 | 3 out of 5 |
| Working as CRM | ⛔ | ⛔ | ⛔ |
| Score | 0 | 0 | 0 |
| AI ⏷ | ✅ | ✅ | ✅ |
| Phonexa combines specific AI technologies to provide a comprehensive performance marketing suite that links revenue to particular campaigns, channels, publishers, and networks. | 5 out of 7 other providers offer this feature, with some offering quite powerful AI features. | ||
| Score | 3 out of 5 | 5 out of 5 | 2 out of 5 |
Trial Period (not rated)
| Free Trial | No free trial | Avg 14-day free trial | Free account that can be upgraded |
| Demo | Free demo available | ⛔ | ⛔ |
Total Score (out of 85)
| Score | 78 | 77 | 41 |
| Percentage (%) | 98.73% | 97.47% | 51.9% |
This detailed comparison is based on research conducted by Calltracking.reviews, as well as our independent research. The evaluated products and data from eight companies listed in this table will assist you in assessing usability, fundamental and advanced features, integrations, review scores, and strengths and weaknesses.
In contrast to the initial research findings, the total featured score in our comparison table varies. In recent years, Phonexa has evolved into a significantly more robust marketing tool. We have surpassed our competitors by broadening and enhancing our call tracking and lead distribution features.
Why Is Call Tracking Important?
When marketers invest in pay-per-call tracking software and call analytics, they commit to a deeper understanding and improved customer service. With the increasing use of mobile search and click-to-call functionality, which enables consumers to contact your business instantly, it is crucial to understand all your calls.
However, businesses may recognise the value of phone call analytics and tracking and the problems they solve but fail to see the direct benefits for them. Here are several reasons why any company aiming to boost ROI and grow in the future should use call tracking for business:
| High-Quality Leads | The software helps you generate more high-quality leads and identify potential fraudulent ones by alerting you if the same number has called multiple times. |
| Campaign Insights | Reporting reveals valuable insights about your campaigns. You can use a publisher report to gauge the success levels of different publishers you work with, allowing you to make data-driven decisions about who to buy traffic from. |
| Business Agility | Scalable and customisable tracking solutions can significantly help businesses adapt quickly. |
Online Call Tracking for Real-time Call Bidding & Lead Acquisition
Agencies, affiliate marketers, and solopreneurs are always seeking to buy or sell leads. With Ping Post Calls 2.0, Phonexa’s solution for real-time call bidding and lead acquisitions, every customer touchpoint is fully automated, enabling interactions to occur in a split second.
It helps buyers bid for desired leads based on various criteria and campaign-specific components while offering publishers the highest value for their leads.
Combined with call distribution and tracking, Ping Post Calls 2.0 enables businesses to spend more transparently and strategically while maintaining consistency in how quickly they respond to sales opportunities and informing decision-making.
Is Call Tracking a Missing Piece of Your Attribution Puzzle?
The capability to track phone calls equips businesses with essential features and tools to comprehend collected data and enhance the customer experience. By obtaining attribution on their inbound calls, brands can identify which initiatives drive their call traffic, a crucial step in developing more effective marketing campaigns.
These possibilities arise from harnessing the power of phone calls. Investing in call tracking software and analytics is wise for any business, as phone conversations provide a vital person-to-person connection. This bond between consumers and brands is strengthened through phone calls and further reinforced by call intelligence.
Build your plan today or book a demo to discover how Phonexa’s call tracking software can help you capture vital call data, assess marketing campaigns, and increase revenue.
Frequently Asked Questions
How much does a call tracking software cost?
Call tracking software typically involves a monthly subscription fee, setup costs, and usage fees. The cost to your business will depend on various factors.
Before choosing software, consider the following questions to understand your potential costs:
- How many users do you need?
- How long do you need to store data?
- How many different publishers are you working with?
Answering these questions will help you determine the costs involved.
What is call tracking software?
Call tracking software is a platform that allows businesses to monitor their calls, often including many supportive tools for distributing calls and capturing and interpreting call analytics.
What is call analytics?
Call analytics works by assigning unique trackable phone numbers to each marketing channel. Analytics can be used to make informed spending decisions, identify issues affecting conversion rates, and generate more leads at a lower cost per lead (CPL).
What is IVR software?
Interactive voice response (IVR) is an automated phone system that interacts with customers and captures information by providing options via a touch- or voice-based menu.
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