Cloud Calling & Call Tracking: How to Convert More Inbound Calls

Unlike traditional phone lines, cloud telephony is adaptable, scalable, and requires minimal effort on the client’s side. So if you acquire leads, a dedicated cloud phone system like Cloud PBX paired with call tracking, distribution, and a lead management system like LMS Sync can be a game-changer.

The synergy is truly unbeatable: a cloud phone system ensures you’re the only owner of the line, with 24/7 uptime and robust security, while call tracking software collects valuable information about the caller, routes them to the best-matching operator, and analyzes the call in real-time and against historical patterns. As a result, you know your callers inside out and can generate and convert more of them.

Read on to learn everything you need to know about cloud calling and the place of call tracking, routing, and analytics tech in it.

“Put everything in one place – that’s what we tried to do. Phonexa is about tracking everything – the call outcomes, the source of the calls, the route that call went through, which publisher did it come from, which IVR model did it go through, which buyer bought the lead, and what happened next – and then reporting on everything to the point where you can then analyze it in real-time.” – David Pickard, CEO at Phonexa, from Phonexa’s Amplify webinar series

Book a demo to learn how Phonexa’s call tracking insights empower call-reliant businesses.

What Is Cloud Telephony, and How Does It Work?

Cloud-based calling is a call processing technology that uses Voice over Internet Protocol (VoIP) and eliminates the need for hardware.

	Cloud Telephony	Traditional Telephony
Hosting	Third-party provider	On-premises hardware
Access	Over the internet	Physical phone lines
Infrastructure	No hardware	Extensive hardware
Endpoints	IP phones and softphones	Desk phones
Deployment	Quick & easy	Longer and more complex
Pricing	Subscription fee	Significant upfront investment
Scalability	Unlimited	Limited by physical infrastructure
Maintenance	Managed by the provider	Managed by the business

With phones linked directly to the cloud service and calls directed through the provider’s network instead of the PSTN, you get a dependable and scalable communication system without having to purchase and maintain costly hardware.

How to Switch to a Cloud-Based Calling System in 3 Steps

1. Make Sure Your Infrastructure Is Ready

Verify that you have sufficient bandwidth and can support VoIP traffic.. If you rely on Wi-Fi, consider using a router that handles voice traffic. If your phones and headsets are outdated, set aside some budget for upgrades to modern IP phones and high-quality headsets.

2. Porting Phone Numbers

Porting phone or call tracking numbers and configuring your cloud-based calling system. Number porting can take several days, so be sure to allocate sufficient time for this process.

Read also: Phone Number Verification to Protect Your Business from Unwanted Calls

3. Integrate Your Cloud-Based Phone System with Call Tracking Software

Ensure your cloud-based calling system integrates seamlessly with your CRM system and call tracking software so you get instant access to customer details during calls.

Organize thorough training sessions for your team on new features, call handling, and mobile apps, so everyone can make the most of the new system. After everything is set up, monitor your call quality to catch issues early and tweak settings to keep the system running smoothly.

“With phone calls, you’re typically trying to generate a customer that is further down the sales cycle than potentially just a web lead that’s put their data on a website, and you may or may not contact them.” – David Pickard, CEO at Phonexa, from the Unlocking Affiliate Sales webinar

Take a product tour to explore Phonexa’s call tracking system in action.

Call Logic: The Missing Piece of the Puzzle for Your Call-Reliant Business

Having a cloud-based inbound & outbound phone calls infrastructure like Cloud PBX is a big deal, but it still won’t tell you much about your callers if used standalone. This is why we at Phonexa have developed a comprehensive call tracking, analytics, and distribution system that uncovers unique consumer insights that most other analog systems miss.

Although all Phonexa’s tools work in sync, the backbone for inbound phone calls is Call Logic, a call intelligence platform that tracks, distributes, and analyzes incoming calls from pay-per-call ads, affiliate marketing campaigns, organic traffic channels, or any other source.

 

Call Tracking with Call Logic

It’s no secret that the quality of inbound business calls largely depends on how well you track them, regardless of whether they’re coming from pay-per-call ads, affiliates, or other sources. The more details you know, the better you route your callers and the more sales you can close.

Read also: How To Ensure Unprecedented Call Quality For Your Business

Likewise, the more traffic sources you have, the more value you can get by segmenting and streamlining your campaigns with Call Logic. And if you’re an affiliate network, you can get exhaustive insights into both the publisher’s and advertiser’s sides of things.

Here are some of the call tracking metrics you can get with Call Logic:

• Daily performance summary: leads sold, revenue, EPL, etc.
• Performance summary by product and traffic channel
• Exhaustive call details: accepted and rejected calls, call quality, status, and more

The sky’s the limit to the insights you can uncover with Call Logic. For example, for unsold calls, you can see when the buyer hung up the call, and you can compare the performance of different buyers and publishers side by side to identify the performance of each of your partners.

Book a demo to learn more about the call data you can unlock with Phonexa’s software suite.

Call Distribution with Call Logic

It’s one thing to have a failproof cloud-based phone call system, and another thing if it’s also equipped with an intelligent IVR empowered by AI Call Agents. Then you can qualify inbound calls more accurately and discover insights that would otherwise be hidden.

Read also: The Importance of IVR Technology for Call Centers

The problem with a standard IVR is that, although it does allow you to qualify callers and handle large volumes of calls, the “Press 1 for sales, 2 for support” workflow lacks depth, precision, and flexibility. Phonexa’s AI Call Agents fix this, enabling a conversational experience for callers.

Moreover, you can train AI Call Agents to provide niche-specific information and maintain a conversation flow within reasonable boundaries, all for the best user experience and fraud prevention.

“You need Phonexa to squeeze the most revenue out of the calls, to monetize them as well as possible, keep fraud out of the picture, and keep everyone happy on both sides of the equation” – Evan Weber, an expert in B2C and B2B digital marketing and online advertising, from Phonexa’s Amplify webinar series

Here are some of the features of Phonexa’s AI call agents:

• Interpret the caller’s speech and provide answers across languages
• Contextualize responses on top of pre-designed scripts
• Handle inbound calls from top to bottom without operators, minimizing call queues

Read also: How To Grow ROI on Sales Calls with AI Call Agents

Call Analytics with Call Logic

Real-time call analytics with Call Logic is the best strategy for purchasing the calls you need and continuously optimizing your consumer flows. As a Call Logic user, you can choose the desired lead qualification criteria – demographic, location, price, number of leads, etc. – only to get relevant offers, and in case the lead doesn’t match, you can manually oversee it.

Here are some more ways to use call analytics:

• Use built-in Comparison Reports to compare call data sets side-by-side, doubling down on your most profitable campaigns, capitalizing on market trends, and revealing blind spots
• Use Traffic Flow Reports to analyze publisher quality and sieve out duplicate leads (leads that you’ve already been offered before)
• Use Filter Analyzer to identify underappreciated campaigns and revenue sources that you might benefit from by adjusting your filter settings

Last but not least, you can access call recordings for evaluation or compliance purposes. 

Ping Post Calls 2.0: A Win-Win Phone Call Marketing for Publishers and Buyers

Whether you’re buying or selling phone calls, or you’re an affiliate network, you’d surely like to have a fair call-matching system. Phonexa’s Ping Post Calls 2.0. does exactly that – matches calls to businesses fairly and impartially through five different call flows, equalizing the level of control for publishers and advertisers (with previous call distribution models, affiliates had very little control over the process).

Here are the five different call flows you can use with Ping Post Calls 2.0:

Data collected by the IVR system	An affiliate sends the data collected by their IVR system (for example, zip code and the requested product) to multiple lead buyers in real-time. Then, these buyers evaluate the data and bid on the offered call. Example: A caller dials to request a car insurance quote, and the IVR collects their ZIP code and asks them to “Press 1 for individual plans, 2 for family plans.” The collected data is pinged to matching insurance providers, and the winning bidder receives the call and the rest of the caller’s details.
Data pinged before the call with the caller’s phone number	An affiliate shares partial lead information and the caller’s phone number with potential buyers before the call is sold. The buyers submit their bids, with the winner receiving the remaining data. Example: A caller dials to request a car insurance quote, and the system pings their number and the requested insurance product to several buyers. The buyers submit their bids, and the winner receives a call with the rest of the caller’s details.
Data pinged before the call without the caller’s phone number	An affiliate shares partial lead information, excluding the caller’s phone number, with potential buyers. The buyers make their bids, with the winner receiving the call and the rest of the data. Example: A caller dials to request a car insurance quote, and the system pings the caller’s zip code and the requested product to buyers. The buyers submit their bids, and the winner receives a call with the rest of the caller’s details.
Call with applications and no bidding	A phone call is qualified to a specific buyer without the bidding process, ensuring a direct match to the best-fitting business. Example: A caller completes an online car insurance form, and the system directs them to a matching business with no competition.
Pinging based on agent availability	The system prioritizes buyers based on the availability of their agents, so callers are connected to operators who can answer immediately. Example: A caller dials to request a car insurance quote, and the system pings the data to insurance companies with available agents. The highest bidder receives the call.

How to Remarket Your Phone Calls with E-Delivery

Not all calls convert on the first contact, but this doesn’t mean that the caller is lost for your business. Phonexa’s comprehensive lead management ecosystem allows you to remarket bounced calls by sending them a follow-up email with E-Delivery.

More importantly, you can segment your email campaigns while using the data collected by Call Logic and other Phonexa systems. You can create lists of leads who called but didn’t complete a purchase, those who engaged with specific campaigns, and you can use multiple filters to send the right message to the right lead at the right time.

Here’s a specific example of how you can coordinate E-Delivery and Call Logic: You can add the caller’s number to the global suppression list if they unsubscribe from your email campaigns, so you don’t disturb them anymore. You can do the same for leads with the “Delivery Failed” email status, or you can simply A/B test your emails to see what messages resonate better with your leads.

 

Predictive Modeling for Pay-Per-Call Lead Generation Campaigns

Whether you’re expanding into new audiences or markets, or you want to double-check campaign settings before going live, you can do it in a safe environment with Phonexa’s predictive modeling software, a tool that enables campaign simulations at no risk and almost no cost.

At its core, predictive modeling software runs historical data against analytics algorithms to predict which campaigns are more likely to succeed. In practice, this means you can adjust variables until the optimal settings are found – and then you can proceed with the winning campaigns with greater confidence..

 

Get Your All-in-One Software Suite for Calls and Leads

If you heavily rely on phone calls, Phonexa’s all-in-one software suite can easily take your business to the next level by unlocking profound insights on the calls, callers, operators, and sales agents that handle specific conversations. No less importantly, you’ll be able to coordinate all your campaigns via free data exchange between lead and phone call management solutions.

 

Get Phonexa’s all-in-one performance marketing software suite at a single price:

Build your plan now, or take a product tour to learn more about Phonexa.

Frequently Asked Questions

What is a cloud call system, and how does it work?

A cloud call system uses the internet to handle voice calls instead of traditional phone lines. It operates using VoIP, allowing calls to be made and received via internet-connected devices like IP phones, computers, and mobile devices. With a cloud-based calling system, you don’t need hardware, yet still enjoy unlimited scalability, flexibility, and cost savings. 

What are the main benefits of switching to a VoIP cloud service?

Switching to a VoIP cloud service eliminates the need for expensive hardware and maintenance, grants almost unlimited scalability, and allows employees to work from anywhere with an internet connection. 

How can I ensure the security of my VoIP cloud system?

To secure your VoIP cloud system, implement strong encryption protocols. Ensure your provider complies with GDPR, HIPAA, or SOC 2 to guarantee data is handled securely.

Can a cloud call system integrate with other business applications?

Yes, a cloud call system can seamlessly integrate with CRM systems, such as Salesforce, Microsoft Dynamics, or Zendesk, as well as call tracking and analytics ecosystems like Phonexa. Synergizing Phonexa with your cloud-based call system can enhance your pay-per-call, organic, and affiliate call campaigns through advanced call tracking, call distribution, and real-time and post-call analytics.