In marketing, sales, and customer service, if you’re making phone calls, then you need a good call tracking software in place.
With call tracking, you can keep tabs on the conversations you have with customers and prospects. You can record phone calls. You can analyze results. You might even be able to do keyword searches and look for specific kinds of conversations.
Over time, you’ll analyze your calls, find ways to improve, and help your staff be more effective. More productive. More efficient.
But it’s all contingent on one thing: your ability to track those calls.
For that, you’ll need the help of a call tracking software app, and possibly other services.
So, what are the best call tracking software apps?
Table of Contents
- 10 Essential Elements of a Good Call Tracking Software
- The Best Call Tracking Software Apps
10 Essential Elements of a Good Call Tracking Software
I know what you’re thinking.
There are literally hundreds of call tracking apps.
And many of them appear, on the surface, to be pretty much the same.
So how can you tell which ones are better than others?
These are some of the most important features to look for:
1. A centralized dashboard.
All your metrics. All in one place. A good dashboard will be centralized, which means there’s a single source of truth. It should have lots of visuals, making it easier for you to crunch the numbers. It should be highly interactive, enabling you to tinker with different variables. In other words, it should tell you everything you need to know about your sales and/or marketing strategy.
2. Simple recording.
One of the most important features of any call tracking app is also one of the simplest—the ability to record phone calls. By recording your conversations, you’ll preserve them for posterity. You can analyze how they went, identify weak points, and learn more about your overall sales call strategy. You can also review calls from individuals on your team, noting their strengths and weaknesses and helping them improve their sales skills
3. Reporting and analytics.
Most call tracking platforms come with built-in reporting and analytics. You’ll get automatic reports that tell you about the effectiveness of your campaign. And you’ll get ongoing opportunities to review the data and improve.
A good call tracking app should also be highly intuitive. Intuitive means it’s both straightforward and easy to learn. Any member of your team, even if it’s their first week on the job, should be able to log in and get a grasp of how the platform works. If it’s too hard to learn, you won’t be able to train new people efficiently. If it’s too complicated or unusual, your team members may use it in inconsistent ways.
5. Easy integrations.
The best call tracking apps offer easy integrations with other platforms, such as CRM systems and call center software. For example, you may want your call tracking platform to naturally integrate with your CRM. This way, you can tie phone calls to individual prospects and get even more data about the effectiveness of your campaign.
6. Cross-channel support.
Though not essential, some marketing and sales professionals want a platform that offers more than just call tracking. There are many ways to have conversations with prospects and customers, including instant messages, email, and SMS text messages. Wouldn’t it be nice to track all those conversations in one place?
Some administrators want flexibility and customizability in their platform. They want to toggle some features on and off. They want to add new widgets and features at will. They want to tweak the platform to their liking, whenever they want. Some platforms are better for this than others.
Depending on the nature of your business, you might also want a platform that’s scalable. It may work well for you now, but will it continue working well for you as you expand your business? If this is important to you, look for a platform that conveniently allows you to manage seats and expand your capabilities.
9. Smart call analysis.
Some platforms get real fancy. They offer some kind of smart call analysis. Utilizing artificial intelligence (AI), they can tell you more about how your calls went—and maybe even make recommendations for how to improve.
10. Automated features.
You can also find platforms with some automated features. For example, you may be able to automate reporting, or even automate your calling strategy with dialing. Almost any kind of automation can meaningfully boost your productivity as a team. After all, it completely replaces some manual effort.
The Best Call Tracking Software Apps
Now let’s dig into some of the best call tracking software apps available:
Nimbata is a call tracking and analytics platform that helps you learn more about your customers—and get them to convert. With it, you’ll be able to analyze what customers are saying, identify problems, and gradually optimize your sales and customer acquisition strategies.
With ActiveDemand, you’ll get access to an entire suite of marketing automation tools—it’s not juts a call tracking app. If you decide to use it, you’ll get the benefit of easy integrations, and possibly a complete overhaul of your current marketing and sales strategy.
RingBa is designed for marketers, salespeople, and call centers, attempting to streamline call tracking and analytics. It offers customizability, intuitiveness, and built-in reporting to make your life easier—and your campaigns more effective.
With FluentStream, you’ll have access to almost every call management feature you need, including recording, queues, and data analytics. It can be used by almost any business or organization, but has special pricing to attract nonprofits.
There’s also Marchex, which is a popular call analytics platform. With it, you’ll be able to track conversations across not just phone calls, but also text messages, instant chats, and other forms of communication.
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Invoca relies on AI-based “call intelligence” to improve user experience and streamline your call tracking. It also sports rules-based call analytics, so you can easier identify areas to improve in your strategy.
CallFire is a great tool if you’re interested in a light, standalone call tracking platform. With it, you can choose specific phone numbers from the CallFire database and integrate directly with Google Analytics (as well as other platforms).
With Convirza, you’ll get access to a number of call tracking and analytics features, such as call tracking, call insertion, analytics, lead quality scoring, performance tracking, and more.
Novocall is call tracking software that helps you automate sales calls, record calls, track campaigns, and even chat with customers in other channels. It’s an ideal platform if you’re looking for an omnichannel chat solution.
With CallRail, you’ll be able to track calls as well as online forms; you can also route your customers with automated workflows to improve efficiency. CallRail also offers keyword tracking, tags, and other tools to make it easier to analyze your results.
Retreaver is a data-driven call tracking platform designed to help you analyze inbound phone calls. With it, you can record calls, create campaigns, optimize for conversions, and ultimately end up with happier customers.
Infinity is a call tracking platform that helps you manage, record, catalog, and analyze your incoming calls. It also provides encryption for security, and is based in the cloud, so it’s highly reliable.
Hubspot is known for its robust sales and CRM suite, which includes a call tracking app. With it, you can connect with people via VoIP, record calls, and automatically log them directly in your CRM. It makes call tracking much easier, and analytics very simple.
WhatConverts is designed to be an all-in-one solution, offering lead capture forms, call tracking, and built-in reporting. Use it to track customer interactions across a variety of channels, and gather important data on every call.
RingDNA is designed to work well with Salesforce, though you can technically use it by itself. It features a dynamic “ConversionAI” element, which is designed to analyze data and make recommendations for how to improve.
ZIWO brands itself as call center software, but it can also be used to manage conversations with customers in other mediums, like SMS and WhatsApp. It’s useful for optimizing costs, tracking customer engagement, and even improving productivity.
CallTrackingMetrics is designed to make it easy to track and analyze your calls in real time. With it, you can analyze your leads, track call progress, analyze phone-based interactions, and better understand your target demographics.
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Jayson is a long-time columnist for Forbes, Entrepreneur, BusinessInsider, Inc.com, and various other major media publications, where he has authored over 1,000 articles since 2012, covering technology, marketing, and entrepreneurship. He keynoted the 2013 MarketingProfs University, and won the “Entrepreneur Blogger of the Year” award in 2015 from the Oxford Center for Entrepreneurs. In 2010, he founded a marketing agency that appeared on the Inc. 5000 before selling it in January of 2019, and he is now the CEO of EmailAnalytics.