Call Tracking Software

What is Call Tracking Software?

Call tracking software, also commonly referred to as call monitoring software, tracks and analyzes an organization's incoming and outgoing phone calls to help companies gain insight into how calls affect customer service, marketing efforts, and sales processes. Call tracking works by assigning unique phone numbers to each of the various channels or sources generating calls in a business, including online ads, marketing campaigns, or customer service channels.

Call tracking is a key feature in contact center software, to help companies understand where phone calls come from, as well as capture important data such as call times, durations, and call notes for a deeper analysis of customer-agent interactions. Additionally, call monitoring is an essential component within macro-level Customer Experience (CX) tools, to understand how call-related metrics contribute to to online customer journeys and overall customer satisfaction.

Call tracking capabilities are bifurcated by key departments such as customer service, sales, and marketing. Specific call monitoring features can be tailored to leverage phone interaction insights to improve customer service, increase sales, and improve marketing campaign ROI.

Call Tracking Capabilities for Customer Service Teams

The call tracking capabilities specifically designed for customer service teams include the following:

  • Call listening: With call listening, customer service supervisors can listen to agents’ live calls and take notes to provide feedback and coaching for performance improvements.
  • Call whisper and barge: With call whisper and barge, a contact center supervisor can coach agents during live calls or take over the call to help agents during complex customer service interactions.
  • Call recording: Records customer service call interactions to be reviewed later and used for coaching or customer service process improvements.
  • Agent productivity analytics: Agent productivity analytics use agent interaction data and metrics to measure customer service quality and response times, and provide insights to help improve performance.

Call Tracking Capabilities for Sales and Marketing Teams

The call tracking capabilities to support sales and marketing teams include the following:

  • Campaign-level call tracking: Campaign-level call tracking involves purchasing a collection of phone numbers and assigning each static number to a particular campaign that a company wants to track. This feature is also known as static call tracking.
  • Session-level call tracking: In session-level call tracking, each website visitor is assigned a unique phone number via Dynamic Number Insertion (DNI) to track data during their session. This feature is also known as dynamic call tracking.
  • Visitor-level call tracking: Visitor-level call tracking tracks specific phone call data by ad, marketing campaign, or keyword to provide call interaction insights throughout the customer journey.

Top 10 Call Tracking Software Vendors

RingEX / Phonexa / Twilio Voice / RingCentral Contact Center / CXone / GoToConnect / CallRail / Five9 / Nextiva / LeadSquared

WH Score
Starting Price:$20 per user / per month
RingEX is a leading provider of unified communications solutions that goes beyond basic voice capabilities. Offering omnichannel support that includes messaging and video, RingEX packs a powerful set of tools into one centralized platform.
WH Score
Starting Price:$100 per user / per month
Phonexa is an enterprise-grade tracking software for performance and partner marketing designed to tie revenue back to campaigns, channels, publishers, and networks through marketing attribution. Its functionalities are ideal for improving digital marketing campaigns, especially in affiliate marketi...
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Twilio Voice
Starting Price:N/A
Twilio Voice is a cloud-based VoIP platform that allows businesses to make and receive phone calls from any device, anywhere in the world. Thanks to its modular solutions that are easy to scale up or down, Twilio Voice has become a popular choice for businesses looking to expand their reach and impr...
WH Score
RingCentral Contact Center

RingCentral Contact Center

Starting Price:N/A
RingCentral is a leading provider of global enterprise cloud communications and collaboration solutions. More flexible and cost-effective than legacy on-premises systems, RingCentral empowers today’s mobile and distributed workforce to communicate, collaborate, and connect from anywhere, on an...
WH Score
Starting Price:$135 per user / per month
CXone helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. Only CXone delivers one unified experience, on one cloud native platform, fast onboarding of new employees and capabilities, with embedded AI to keep your team one step ahea...
WH Score
Starting Price:$27 per user / per month
We built the GoTo Connect platform to help your business grow. It’s the ideal cloud-based phone system and customer engagement software to modernize your communications, centralize your interactions and effortlessly elevate your customer experiences. It’s easy to deploy and manage with a...
WH Score
Starting Price:$0 per number / per month
CallRail delivers world-premiere call tracking software for the business that desires to be informed on high-priority metrics with crucial relevance to successful business models in the digital age. Their dynamic call tracking allows for unparalleled user follow-up and lead generation, maximizing th...
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Starting Price:N/A
Five9 is a leading provider of cutting-edge communications software that's designed to revolutionize customer interactions and engagement. With a focus on enhancing customer service and optimizing operational efficiency, Five9 offers a comprehensive suite of advanced features tailored to meet the di...
WH Score
Starting Price:$17.95 per user / per month
Nextiva is a cloud-based VoIP (Voice over Internet Protocol) software for businesses of all sizes. The Nextiva platform offers advanced communication and collaboration tools, such as voice and video calls, messaging and conferencing. With Nextiva, businesses can easily communicate and collaborate wi...
WH Score
Starting Price:$400 per contact / per month
Specializing in all-round lead management, LeadSquared is a multichannel marketing automation solution. Connect with leads across their preferred communication channels with trigger-based marketing, while also evaluating campaign performance with reporting and analytics capabilities.  
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