We’ve put together 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 ranked and rated based on the research conducted by Calltracking. reviews.
How do you typically invest your marketing budget: online form conversions or call conversions? While both methods have advantages, inbound phone calls have undeniable superiority.
Understanding what makes customers call your business allows you to focus on what marketing efforts work, lowering your cost per lead and increasing ROI.
With such high value associated with inbound calls, it becomes essential to track and measure both — phone calls and digital marketing campaigns — so you can make improvements and optimizations. The key to accomplishing all this is call tracking.
What Is Call Tracking?
Call tracking is a technology that tells brands exactly which marketing efforts drove customers to their business. Like a company asking a customer, “How did you find us?” call tracking tools provide an automated and more accurate way to answer that question.
Phone tracking software does the “remembering” for the consumer through call center IVR and other tools so that agents and sales reps don’t need to ask that question.
If you miss marketing attribution from phone calls, tracking software can make the connection between your marketing efforts and inbound calls. When you learn your attribution, it gives you visibility on offline and online marketing performance.
But what if a brand looking to save time and money resorts to using poorly designed call tracker software? Is it going to affect its brand awareness and reputation?
Source: A Marketer’s Guide To Call Tracking and Conversation Intelligence
With the right software for call tracking, businesses can eliminate the guesswork, explore the entire customer journey, and more.
Here’s what tracking phone calls can help you discover:
| Call Attribution | Assists brands with identifying marketing campaigns and efforts that drive the desired call outcomes. |
| Call Tracking Data & Analytics | Helps marketers leverage automated call distribution systems to identify the best distribution methods. |
| Insights into the Customer Journey | Allows businesses to streamline the call process through various call distribution features, enhance the customer journey, and instantly connect consumers to brand representatives. |
| ROI & Call Tracking Reports | Helps marketing experts examine the most important call tracking metrics and collect first-party data to calculate key metrics such as cost per acquisition. |
How Does Call Tracking Software Work?
Around 60% of companies rely on call-based campaigns to drive quality leads and revenue. They use a variety of strategies to reach and engage their target audience and keep their call centers busy.
When deciding how to track incoming calls from pay-per-call, PPC, or SEO efforts, you must understand how call intelligence software works. Like a prospective car buyer interested in “a look under the hood” before taking a car out for a spin, businesses looking to implement call tracking solutions should know the broad strokes of how it actually works and what it entails.
Phone call intelligence aids you not only in learning how to track a call effectively. It ensures you understand how successful future marketing campaigns can be, how to make all the captured call data searchable and analyzable, what keywords and action items have the most marketing potential, and what efforts require more focus or must be eliminated.
Phonexa’s Call Logic is equipped with all the right tools, including call analytics, interactive voice response service, predictive modeling, call tracking and recording, ping tree, automatic call distribution software, conversation intelligence, and more.
It enables you to respond to the ever-changing demands of modern consumers by defining the customer journey with in-depth call insights, managing inbound calls with data-driven automatic call routing, and offering real-time data for effective campaign optimization.
Since phone calls remain one of the main lead sources, it’s common for brands to use call tracking and lead management solutions to streamline the workflow. For instance, the tracking software offers visibility on phone conversations, the automatic call distribution (ACD) system accomplishes ACD call routing, and lead management software distributes inbound leads based on specific attributes to departments or agents.
As part of Phonexa’s marketing automation suite, these tools can help businesses utilize different distribution logic, reduce lead response times, and reach their prospective clients faster.
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 the location of leads, products they’re interested in, their origin, and much more. Naturally, the preferred distribution criteria can vary from business to business.
Today’s fastest-growing and most successful businesses recognize that providing an exceptional customer experience is one of the principal competitive differentiators. But without the right call tracking software, they can miss out on data derived from inbound calls, such as their sources, associated conversions, and, most importantly, their context.
Сall Tracking Software Comparative Overview
This comparison chart aims to help you analyze what each call tracking software offers and compare features, so you can choose the best solution for your business needs.
So, without any further ado, here’s a breakdown of the top eight software providers:
Call Tracking Software Providers — Detailed Comparison
Rating
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High-Quality Call Tracking Solutions |
Other Solutions |
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| Rating: 5 | Avg Rating: 4.7 | Avg Rating: 4.5 Avg # of Reviews: 1520 |
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| Rating: 4.9 109 Reviews | Avg Rating: 4.7 | Avg Rating: 4.4 Avg # of Reviews: 4014 |
Support Quality
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High-Quality Solutions |
Other Solutions | |
| Customer support ⏷ | ✅ | ✅ | ✅ |
| Phonexa provides 24/7 customer support for technical questions (related and unrelated to call tracking) and a dedicated customer success representative to make sure your business never skips a beat. Phonexa offers the following support options:
| 7 out of 7 other sales call tracking providers offer customer support, some offering access to dedicated help centers, online chat, and an opportunity to contact a live rep. | ||
| Score | 4.9 | Avg 4.5 | Avg 4.3 |
Attribution
| Offline call tracking ⏷ | ✅ | ✅ | ✅ |
| Phonexa’s offline call tracking provides information you can use to determine whether the ad campaigns are effective and/or require optimization. Besides, offline tracking can help you boost CR and optimize the design and content used for 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, enabling precise measurement of ROI, CR, and retention rate. Online tracking provides brands with granular, real-time reports that help them keep an eye on the campaign performance and status of their 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, analyzing 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) ⏷ | ✅ | ✅ | ⛔ |
| Dynamic number insertion (DNI) is part of Phonexa’s call tracking system. It offers brands insight into their customer pathways by providing a map of every journey a visitor takes — from the first interaction with your website to the completion of purchase or conversion. It also allows tracking call sources, like organic searches or PPC ads. Dynamic number insertion is an excellent solution for marketers testing various campaigns at the same time. DNI 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 enables brands to attribute all the generated phone calls to specific keywords and assess the performance of standard and tailored search terms. On top of that, it can assist marketers with identifying new keywords to focus on and outperform the competition. Tracking calls at a more granular level requires assigning a large pool of tracking phone numbers (Phonexa offers 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 modeling ⏷ | ✅ | ✅ | ✅ |
| Multi-touch attribution assists marketers in identifying the touchpoints that drive sales and conversions. Multi-touch strategies and initiatives are designed to analyze the effectiveness and weight of specific touchpoints. By implementing multi-touch attribution, Phonexa’s call tracking software assists businesses with attribution modeling and identifying the efforts that kicked off 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 |
Examine how businesses leverage call tracking and conversation intelligence tools to launch and manage winning call campaigns.
Reporting
| Out-of-the-box reporting ⏷ | ✅ | ✅ | ✅ |
| Phonexa’s platform provides rich data for accurate campaign planning and strategic efforts. Reporting is a significant feature of the calls tracking software, uncovering revelations about your campaigns’ performance. You can use a publisher report to see the success levels of different publishers you work with, then make informed decisions on who you buy traffic from. Other report sorting methods can highlight specific details, like the duration of calls or targeted demographic information. This information can be useful in analyzing your efforts and deciding how to proceed.Phonexa allows you to customize 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 allows using email summary reports. The Scheduled Report Export feature allows setting a schedule for the reports to be sent 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. You can find the Report Custom Fields tab, which allows you to configure the product data fields for the lead reports. Each sub-tab of the section corresponds to the 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. However, 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 not only in Phonexa’s Call Logic but also inside the Cloud PBX solution. The call recording feature allows businesses to create audio recordings of phone interactions between customers and company representatives. Additionally, it helps clients access various call data, evaluate team performance subjectively and quantitatively, and highlight areas for improvement. | 7 out of 7 other providers offer this feature. As the basic feature of any calls tracking software, it allows you to check 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, a standard call intelligence feature, allows evaluating 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. Users can find it 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 phone call intelligence helps brands automate content analysis, identify each caller’s needs, and detect noteworthy 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 ⏷ | ✅ | ✅ | ⛔ |
| This feature allows you to assign lead tags and categorize inbound calls automatically. 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, allowing customers to get an excellent alternative if a specific customer call center is unavailable or the dedicated customer success representative is a bad 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 a great variety of 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 allows building both standard and advanced call flows, from the beginning of the call (and even before the call takes place). On top of that, clients can 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 the flexibility of 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 labeled 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 authorization, headers, and a twig engine that allows customers to build literally any integration they require. 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 an all-in-one performance marketing suite that ties revenue to specific 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 upon an in-depth study conducted by Calltracking.reviews and our independent research. The analyzed products and data from eight companies featured in this table will help you explore usability, basic and advanced features, integrations, review scores, and strengths and weaknesses.
Unlike the original research results, the total featured score in our comparison table differs. Over the past few years, Phonexa has grown into a much more powerful marketing tool. Expanding and improving the range of our call tracking and lead distribution features allowed us to leap ahead of the competition.
Why Is Call Tracking Important?
When marketers invest in pay-per-call tracking software and call analytics, they commit to better understanding and serving their customers. With the rising usage of mobile search and click-to-call functionality, which allows consumers to get in touch with your business immediately, it is vital to understand all your calls.
But here’s the thing: businesses may understand the value of phone call analytics and tracking and the problems they solve but not see the direct benefit to them. Here are several reasons why any company looking to boost ROI and grow in the future would want to use call tracking for business:
| High-Quality Leads | The software allows you to drive more high-quality leads and identify potential fraudulent leads by alerting you if the same number has called multiple times. |
| Campaign Insights | Reporting uncovers revelations about your campaigns. You can use a publisher report to see the success levels of different publishers you work with, then make data-backed decisions on who you buy traffic from. |
| Business Agility | Scalable and customizable tracking solutions can go a long way in allowing businesses to adapt quickly. |
Online Call Tracking for Real-time Call Bidding & Lead Acquisition
Agencies, affiliate marketers, and solopreneurs are always on the hunt 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, allowing interactions to take a split second.
It helps buyers bid for desired leads based on various criteria and campaign-specific components while allowing publishers to get the highest value for their leads.
When combined with call distribution and tracking, Ping Post Calls 2.0 empowers 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 ability to track phone calls provides businesses with key features and tools to understand captured data and enhance the customer journey. By getting attribution on their inbound calls, brands can understand what initiatives drive their call traffic, which is a critical step in creating more effective marketing campaigns.
All of these possibilities stem from tapping into the power of the phone call. Investing in call tracking software and analytics is one of the soundest decisions a business can make because phone conversations provide a necessary person-to-person connection. This bond between consumers and brands is made stronger over a phone call and further strengthened by phone call intelligence.
Build your plan right away, or book a demo to learn how Phonexa’s call tracking software can help you capture essential call data, measure marketing campaigns, and boost revenue.
Frequently Asked Questions
What is call tracking software?
Call tracking software is a platform that allows a business to track its calls, often including many supporting tools for distributing calls and capturing and interpreting call analytics.
What is call analytics?
Call analytics works by allocating trackable unique phone numbers to each marketing channel. You can use analytics to make educated spending decisions, identify issues that affect conversion rates, and generate more leads at a lower CPL.
What is IVR software?
Interactive voice response (IVR) is an automated phone system that interacts with consumers and captures customer information by providing them with options via a touch- or voice-based menu.
How much does a call tracking software cost?
A phone tracking software typically has a monthly subscription cost, specific setup costs, and usage fees. How much your business will pay for the software depends on various factors.
Before moving ahead with the software of your choice, you may want to examine your needs:
- How many users do you need?
- How long do you need to store data?
- How many different publishers are you working with?
Having an answer to these questions will help you understand what the costs will be.
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