Call Tracking Software

How We Chose the Best Call Tracking Software

To make a ranking of the best platforms for telephone call tracking, we applied a custom methodology, taking into account various features and functionalities, both essential and optional. Read on to learn all about it.

Ease of Use

The most crucial part of any successful software is the user-friendly interface and easy to use dashboard. We made sure that all solutions on our list can be used by both absolute beginners and experienced professionals transferring from another platform.

Key Features

All call tracker software systems that we selected have the basic set of the most important features for running your company. These features are essential to make sure that your business will continue to grow, that your employees will be productive, and your callers satisfied.

Phone Call Analytics

The software automatically collects data in the background while you work, which is available for you to analyze after all the calls are done. This will help you optimize your future calls.

Call Recording

Call recording is a very important feature of call tracer software that will help ensure compliance with specific laws. Apart from that, it enables a comprehensive call tracking database to turn to. Call recording is also a great tool for training new employees.

Intelligent Call Routing

The software should have the ability to track incoming calls so every caller can be paired with the most suited employee in your company based on their location, specific skills, and availability. This call tracker feature will help your employees finish their job faster and with higher quality, while at the same time it will increase the chance for a higher level of satisfaction in your callers.

Real-time Reporting

Real-time reporting can help you make the best decisions while the call is still active. The reports will help you get to know your caller on a deeper level and adjust the conversation accordingly.

Reviews

When choosing the leading call tracking software for 2020, we read as many reviews as we could to make sure that there aren’t any hidden problems with the programs. We took into consideration all the positive and negative experiences and made a balanced list that includes the best software with the most acceptable cons.

User Support

Every successful software company has reliable support because they know that their product is not perfect and that its users don’t have time to deal with problems coming from something that was designed to ease their everyday life.

Pricing

The call tracking software pricing is not always available publicly but we did our best to find as much information as we could. We also chose free, affordable, and expensive software to accommodate the needs of small businesses, medium-sized companies, and large enterprises. We also made sure that the software we included offers good value for the investment, and considered any trial periods and free versions.

Reviews of Call Tracking Software

CloudTalk

At a glance

CloudTalk can provide a bundle of services, simplifying the lives of your employees. This user-friendly phone software can help you deliver first-class customer experiences and help you stay up-to-date with all the information across all platforms. The system also includes a mobile app, known as CloudTalk Phone that’s available for Android and iOS devices.

Pros

• Sleek, modern UI design
• Instinctive to use
• Many options for integrations
• Constant improvement of the software
• Efficient customer support

Cons

• Possible delays with a slower Internet connection
• Long wait time for customer support
• Short trial period

Features

This call tracking app is equipped with many useful features, starting with advanced call routing. The software makes sure that your customers will always reach the most suited employee based on their skills, availability, destination, and customer preference.

Another interesting feature is the detailed call stats and analyses delivered in easy-to-digest graphs. This data will help you make the best decisions that will ensure growth and financial success.
CloudTalk also allows integration with helpdesk, e-commerce systems, and CRM to help you learn more about your clients and improve sales. Additionally, users can create a multi-level IVR menu for customers to facilitate communication with multiple employees.

Pricing

The CloudTalk call tracking software offers a 14-day free trial. If you want to continue using the platform, there are four paid plans available.

The Starter plan is $15/user/month (billed annually) or $22 per user, per month (billed monthly). It offers all the basics like unlimited inbound and intracompany calls, click to talk and mobile app.
The Essential plan of this call tracker will cost you $20/user/month when billed annually or $30/user/month for monthly billing. This offer features advanced analytics with unlimited history, real-time client dashboard and open API.

The Expert plan costs $35/user/month (billed annually) or $50/user/month billed monthly. Some of this plan’s extra features include salesforce integration, smart dialer and speech to text.
CloudTalk also offers a Custom plan with special features such as enterprise-level security, developer support, and SLA.

Invox

At a glance

Invox is cloud-based incoming call tracker software that enables you to identify the impact of video content from the customer acquisitions and conversion rates. Some of the best features it offers are white labeling, call recording, call attribution, and CRM. In short, with Invox you can adjust your marketing budget and invest only in the best-performing campaigns.

Pros

• Ease of use
• Helpful customer support
• Excellent call reports
• Detailed analytics
• Accurate inbound call tracking

Cons

• A limited number of minutes
• Monthly change of names and UI colors

Features

Invox comes with a visitor tracking module, which will help you learn everything you need to know about visitor journey, activity time, and page views across individual sessions. You can also use Google Ads integration to measure ROI as well as overall PPC campaigns.

Invox offers a bundle of the most needed general call tracking tools, but at the same time is probably one of the best choices for SEO marketers. The software helps with monitoring the performance of specific keywords across business websites as well as tracks the conversion rate of social media campaigns.

Pricing

Invox offers several paid tiers, starting from the Beginner plan that costs €67/month that is best suited for startups. The Pro plan, priced at €98/month is a good option for medium businesses, while the Master plan at €180/month caters to professionals. The Enterprise Plan is recommended for lead sellers and has custom pricing. Invox also offers a free trial.

HubSpot

At a glance

Hubspot is the winner of the Best CRM Software for 2019, Expert’s Choice and Supreme Software awards, awarded by FinancesOnline. This easy-to-use caller tracking software will help sales teams get started quickly without even noticing a difference in their everyday life. HubSpot CRM is also a certified, premier Google partner, and a software solution built for all types of companies.

Pros

• Comprehensive free version
• Intuitive interface
• Offers freedom and flexibility in solving problems
• Great email integration
• Optimized for sales and marketing

Cons

• Can get pricey for premium features
• Tracking & reporting may be inconsistent at times
• The “bulk upload tool” could use an improvement

Features

As we already mentioned HubSpot offers a freemium model. This includes 15 minutes of calling per user per month, automatic call tracking applications, five templates and 200 notifications per user per month, five documents, five Snippets, and one booking page for each user.

HubSpot, among other things, helps you create beautiful profiles that will neatly be organized based on all details from your communication with them. Based on this, it effectively assigns and tracks deals, controls the performance of your employees, and offers a detailed dashboard where all users can track the activities within your company.

Pricing

In addition to the free version which offers the essential, the company has several paid plans that address more specific needs. The Starter plan of this phone call logging software, which covers 1,000 contacts, is $50/month and is designed to capture and convert leads.

The Professional plan, which also includes 1,000 contacts starts at $800 per month and includes everything in the Starter plan plus the option to automate and personalize your marketing, get discovered online, optimize conversion rates and measure traffic and conversations.
The Enterprise plan includes 10,000 contacts and starts at $3,200 per month. It ups the other plans’ features with options for managing your teams and brands, extending the platform and analyzing revenue with full control.

800response

At a glance

800response can be best described as call analytics software that offers comprehensive lead tracking, and interaction analytics SaaS software to help you manage your company. According to the creators, users are getting 25-50% more inbound phone calls as a result of their ad campaigns with the platform.

Pros

• Detailed real-time call tracking
• Call recording available
• Great for managing customer interactions
• Easy to create custom reports
• A simple download to Excel

Cons

• Can get pricey
• UI may be overwhelming for new users

Features

800response is more than just 1-800 vanity numbers. This inbound and outbound call tracking software is designed to improve the quality of your work, reduce the cost, and increase your revenue. The software’s analytical tools will give you detailed reports on every caller that you can use to refine your ad campaigns.

The cloud-based solution comes with a geo-based call routing option, helping you route calls by business location, country code, or extension number. There is also a missed call monitoring module that will send you SMS or email for every unanswered call.

Pricing

800response does not offer a free version, nor a free trial. The starting price of this caller solution is $250 per month.

CallHippo

At a glance

We continue our call tracking software comparison with CallHippo — easy-to-use VoIP based Virtual Phone System. The simple, but powerful software solution can provide real-time call analytics and useful information about every user. Designed to work as a call center platform, CallHippo can be of great help for cost-conscious businesses of all sizes.

Pros

• Great features available
• Affordable
• Very responsive customer support team
• Recommended for international calling
• Smooth UI

Cons

• Sign up is not available without and official email ID
• Can be buggy at times

Features

CallHippo offers a unique way of setting up virtual phone numbers. It also allows you to purchase local phone numbers in more than 50 countries and assign them to all your departments. That said, CallHippo is one of those call tracking solutions that do not require a desktop phone – you can receive calls all over the world from your web browser.

The most popular features of CallHippo are productivity tracker, call recording samples, call analysis, and sales script designing. They are aimed at helping you optimize the way your company works and reduce the amount of time lost on paperwork.

You can also monitor your employees’ performance and assess specific factors like the number of answered and missed calls, and call duration.

Pricing

The CallHippo call tracking system offers a free Basic plan for up to two users. It has the most essential features like forward-to-device, SMS, ring all device, and voicemail.

The paid options start with the Bronze plan ($6/user/month) which offers additional features like call recording, opening hours, call queuing, SMS and voicemail in email, and welcome message. The Silver plan ($12/user/month) adds call transfer, multilingual IVR, and voicemail transcription to the mix, while the Platinum plan ($35/user/month) unlocks options for after-call work, call reminders, and 3-way calling.

An Enterprise plan with customized solutions is also available. The vendor further offers a 14-day free trial.

Freshcaller

At a glance

Freshcaller may be the best call tracking app for you if you are looking for easy-to-use and low-maintenance phone systems. The software allows you to instantly pull all the information you need straight from your phone. This is one of the reasons why Freshcaller is mostly recommended for small startups and midsized businesses.

Pros

• Offers free version for unlimited callers
• Affordable
• Сntegration with Freshdesk
• Extensive user and call performance report
• Mobile ticketing system

Cons

• No support for hardware devices
• Users may experience crashes

Features

Freshcaller is probably best known for its multi-level IVR solution that supports contextual conversations and provides real-time call center insights at the same time. That said, you don’t need to invest in hardware to use this calls tracking software – you only need a computer and Internet access.

Freshcaller also features real-time dashboards, with all the information you need displayed in one place, helping you monitor everything, from pinpointing the available agents to monitoring ongoing calls.

The platform offers a mobile app available for Android and iOS that allows its customer support employees to join calls on the go, and enables users to listen to recordings, add call notes, and create tickets.

Pricing

Freshcaller has five different tiers, starting with Sprout that is completely free and available for unlimited callers. It features essentials like basic call queues, forward to phone and number porting.
The paid tiers of this telephone call tracking software start with Blossom, which at $19/user/month adds more features like advanced call queues, call recording, SIP connections, and custom voicemail, among others.

Garden ($40/user/month) ups the ante with advanced call tracking metrics, conference calling, call monitoring, etc., while Estate ($59/user/month) expands the offering even further, most notably with abandoned call metrics, holiday routing, and a beta-version answer bot. All tiers have pay per minute too, in addition to the monthly payment.

CallRail

At a glance

CallRail is caller tracker software designed specifically to capture the entire journey of your visitors and transform them into your customers. This intelligence system is here to optimize lead generation and improve sales, in turn helping your company grow with every new day.

Pros

• Ideal for SEO marketers
• Easily keep track of all assignments and campaigns
• Direct integration with Google Analytics
• Intuitive interface for the call system
• Effortless integration with CRM

Cons

• A learning curve for new users
• The call quality may be unreliable in longer calls
• A long wait for customer support

Features

In short, CallRail is a phone call tracking software that will help you understand which search words, campaigns, and sites are driving conversation. All this data is brought directly into Google Analytics, helping you optimize AdWords.

Another great feature that CallRail can offer is The Call Analytics Dashboard, which gives detailed reports about individual calls and helps you understand your high-performing campaigns, steering you in the right direction.

Last but not least, CallRail gives you the option to adjust marketing in order to drive more quality calls using automated lead scoring. This will, without a doubt, help your business grow.

Pricing

The phone call scanning software offers a 14-day free trial and four paid plans.
The Call Tracking package lets you tie every call and text to the source. This tier costs $45 per month.

With Marketing Analytics Suite you can understand the entire customer journey while capturing all conversations. This tier costs $95 per month. With Conversation Analytics you have the ability to analyze how calls convert and automatically track quality assurance. This tier also costs $95 per month.

The Analytics Suite meanwhile lets you analyze leads across all channels with comprehensive conversation analytics for $145 per month.

Invoca

At a glance

Invoca is a cloud-based call logging software with powerful artificial intelligence that automatically gathers insights during your calls. This helps your employees tailor their interactions and increase the chances to transform a caller into a paying customer. “Analyze, attribute, and take action” is the company motto and they seem to deliver on their promise.

Pros

• Granular Call attribution
• Conversion analysis
• Comprehensive dashboard
• Detailed caller intelligence during the call
• Great integration with CRM

Cons

• There might be some limitations with reporting
• Some steps may feel repetitive
• Pricey

Features

Invoca’s Intelligent Platform is what sets this call logging app apart. Invoca provides you with crucial information about your caller during the call to enable a personalized experience that will lead to better results and more satisfied customers. Invoca also helps you track every stage of your caller journey following the first call.

The call log system is also known for its more-is-more approach to call monetization. You can create campaigns with multiple tracking numbers, improving your analytics.

Pricing

Invoca has a free trial but you need to contact them about their paid plans. That said, you should expect a price of at least $1,000 per month.

Nextiva Office

At a glance

Nextiva Office is a phone call tracking system built for both small businesses and large enterprises. The software offers a phone, texting, chat, and fax solution. It also grants you access to everything that your company needs – from CRM and analytics to surveys and automation.

Pros

• Well-designed configuration interface
• Video chatting and share screens are available
• Great user support
• Reliable platform
• ISO/IEC 20071 certified

Cons

• May get buggy or crash
• The billing system needs work

Features

The software offers unlimited calls across the US and Canada as well as toll-free numbers, which is appreciated by cost-conscious companies.

This phone call log software further eases internal collaboration, even when different employees prefer different communication channels.

Flexibility is another notable feature. From the frontline agent to the CEO – everyone has all the necessary tools and data to help the company grow.

Pricing

Nextiva offers a free trial and three paid tiers – Essential ($19.95/month), Professional ($22.5/month) and Enterprise ($29.95/month).

Some features like voice analytics, voicemail to text delivery, and call recording are only available with the Enterprise plan. The Professional plan meanwhile features unlimited conference calls, professionally recorded greetings, text messaging and the Nextiva app, which are not available with the Essential plan.

Jive Voice

At a glance

Jive Voice is a scalable, cloud-based call tracking program that offers a bundle of powerful call features. It’s customizable too so it can be configured to suit the needs of any business.

Pros

• An impressive set of features
• Affordable VoIP phone services
• Full control of call routing
• Reliable auto-attendants
• Great tutorial videos

Cons

• The app might be slow
• The integration with Google Chrome and Mac computers could be improved

Features

One of Jive Voice’s best features is the ability to route incoming calls with ease. You can use specific sequences to direct calls to different phones, creating an uninterrupted call flow.

Another great feature that makes Jive Voice one of the most popular call tracking systems is the option to create custom call schedules in advance and personalize them with your own dial plan. The whole process is a simple drag-and-drop canvas that saves a lot of time.

You are able to take business calls and respond to inquiries on the go. This will help you improve your general productivity as well as the efficiency of all your employees.

Pricing

Jive Voice’s pricing is based on the number of users. The prices can vary between $19.95 and $29.95 for one to 99 users. If your company has more than 100 users, custom pricing is available.

How to Choose the Best Call Tracking Software for Your Business

We are positive that you already have several favorites among the software on our list, but we want to make sure that you will choose the best option for you. Simply follow the next four steps and you will have your winner in no time.

Step 1: Filter Based on Business Size

The first step when choosing the best call tracking software for you is to focus on the size of your company. While your business might grow with time, it’s best to filter the software on our list based on your current numbers. This will help you save money that might be crucial in the future for your company.

Step 2: Define Your Needs

Make a list of the features that your company needs. While all the platforms on our list have the basics, each offers a unique set of features. Focusing on your specific needs will help you narrow down the choices.

Step 3: Define a Budget

Now it’s time to set your budget. If this is the first call tracker you buy, it’s best to focus on the more affordable options. If you have a bigger company, or even an enterprise and are already familiar with the way this software works – than it might be easier for you to define your budget. That said, never assume that a higher price means better quality or a bigger set of features.

Then, compare the options after Step 2 with your budget — the call tracking software that falls within your spending range is likely the best option. If the vendor offers a free trial, take advantage of it but don’t forget to check if the features you need are included in the plan you want. Some free trials offer the full set of features that may not be included in the lower tiers.