Must-have features of Call Tracking Software: Buyer Guide
Call tracking software can be implemented as part of a CPaaS (communication platform as a service) or as a stand-alone service that integrates with your existing business telephony system.
But even then, it’s always implemented with some type of business telephony system, from a basic two-line office phone system to a large contact center platform. For this reason, there is some crossover functionality between call tracking software and other telephony infrastructure.
Common and Must-Have Call Tracking Software features include:
- Phone Number Tracking: Unique virtual telephone numbers provided by the call tracking software company and placed on marketing materials, advertisements and other public-facing resources.
2. Automatic call distribution (ACD): Automatically routes calls to specific (internal) extensions or branch offices, depending on the context of the originating call.
3. Software integrations: It shall be compatible and easy to integrate the call tracking software into other business communication software platforms that you are using.
4. API access: API access provides tools for developers to integrate the call tracking software functionality into other business applications as and when required to do some custom setting & tracking.
5. Call reporting: The call tracking software shall provide an intuitive dashboard interface for tracking the overall success of various tracked numbers, calls, and campaigns.
6. Call recording: Record and review call from a centralized dashboard. This preserves recorded calls for compliance, training, and quality control.
7. Call monitoring: This feature helps management to listen in on active calls, sometimes with additional barge and whisper functions.
8. Google Ads call tracking (Applicable for PPC Campaigns): Connects tracked numbers to individual Google Ads campaigns giving you insight into the performance of different ads, phrasings and keyword targets.
9. Vanity phone numbers: These are special phone numbers that spell words and can improve call-in rates.
Purchasing a Call tracking software can be challenging due to the complexity of its implementation and its integration with your business communication infrastructure. So make sure you discuss the compatibility of the call tracking software with your existing system. If it's the first time, a new implementation, make sure you take care of the scalability, flexibility, and usability of the software for your business growth prospects.
Originally published at https://www.vibtree.com/call-tracking-software
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