Contact Center

Top Tips for Selecting the Best Call-Tracking Software

Rohan Raj Shrivastav
June 24, 2024
 mins read

Last modified on

Understanding customer interactions is crucial for optimizing marketing strategies and improving customer service with the best call-tracking software in the modern business landscape. 

This is where call-tracking software comes into play. But what exactly is call-tracking software, and why is it so important for businesses today? 

Boost performance: Try Convin's call-tracking software today!

What is Call-Tracking Software?

Call-tracking software is a powerful tool for tracking and analyzing incoming and outgoing calls. It assigns unique phone numbers to marketing campaigns, allowing businesses to identify which channels drive the most calls.

This software captures detailed information about each call, such as the caller's number, call duration, and call recording, providing invaluable insights into customer behavior and campaign performance.

Importance of Call-Tracking Software

Call-tracking software is essential for businesses aiming to maximize their marketing ROI and improve customer service. Here’s why:

1. Optimizing Marketing Campaigns: Businesses can allocate their budgets more effectively by identifying which marketing channels generate the most calls. This leads to improved campaign performance and higher conversion rates.

2. Enhancing Customer Experience: Detailed call analytics help businesses better understand customer needs and preferences, enabling them to provide more personalized and effective customer service.

Better customer experience leads to higher customer satisfaction rate

3. Improving Sales Performance: Call recordings and analytics can be used to train sales teams, highlighting successful tactics and identifying areas for improvement. This leads to better sales performance and higher customer satisfaction.

Key Features to Look for in the Best Call-Tracking Software

Selecting the best call-tracking software for your business can significantly impact your marketing effectiveness and customer service quality. Here are some key features to look for

1. Call Recording and Transcription

Call Recording and Transcription

One of the fundamental features of the best call-tracking software is call recording and transcription. This feature allows businesses to record calls and transcribe them into text. This capability is crucial for monitoring call quality, training staff, and ensuring compliance.

Real-Time Analytics: Another essential feature is real-time analytics. The best call-tracking software should provide instant insights into call data, including call volume, duration, and outcomes. 

Integration Capabilities: Integration capabilities are vital for seamless business operations. The best call-tracking software should easily integrate with other tools and platforms, such as CRM systems, marketing automation software, and cloud telephony services

User-Friendly Interface: A user-friendly interface is critical for maximizing the benefits of call-tracking software. The best solutions are designed with intuitive interfaces that allow users to navigate and utilize the software without extensive training.

Best Call-Tracking Software Solutions

When considering the best call-tracking software, several solutions stand out for their robust features and usability

1. CallRail

CallRail is a leading call-tracking solution known for its comprehensive features, including call recording, real-time analytics, and seamless integrations. It is highly regarded for its user-friendly interface, making it a popular choice among businesses of all sizes.

2. Free Call Tracking Software

Several free call-tracking software options are available for businesses looking for cost-effective solutions. These typically offer basic features like call logging and tracking, which can be sufficient for small businesses or those just starting with call tracking.

3. Best Free Call Tracking App

Finding the best free call-tracking app can significantly benefit businesses that need mobile accessibility. Apps like Google Voice offer free basic call tracking and recording features, providing a convenient solution for on-the-go professionals.

4. Message and Call Tracker

A message and call tracker can offer dual functionality by monitoring calls and text messages. This feature is handy for businesses that engage with customers through multiple communication channels.

5. Call Tracker App

Various call tracker apps provide essential tracking features in a mobile-friendly format. These apps are ideal for businesses that monitor calls from anywhere and on any device.

How to Choose the Best Call-Tracking Software for Your Business

Choosing the best call-tracking software for your business involves carefully considering various factors. 

Here’s a step-by-step guide to help you make an informed decision.

1. Define Your Business Needs

Before exploring different call-tracking software options, clearly define your business needs. Determine what you want to achieve with the software. Are you looking to improve marketing ROI, enhance customer service, or monitor agent performance? 

2. Evaluate Software Features

Look for the key features that the best call-tracking software should offer:

  • Call Recording and Transcription: Ensure the software can record calls and provide transcriptions for detailed analysis.
  • Real-Time Analytics: Accessing real-time data and insights is crucial for making timely decisions.
  • Integration Capabilities: Check if the software can integrate seamlessly with your existing CRM, marketing automation, and other business tools.
  • User-Friendly Interface: The software should be easy to use, with intuitive navigation and clear reporting dashboards.

3. Consider Integration Options

The best call-tracking software should integrate smoothly with your current systems. This includes CRM software, email marketing platforms, and other tools essential to your business operations. Integration ensures that all call data is automatically synced, providing a comprehensive view of customer interactions and streamlining your workflow.

4. Assess User Reviews and Testimonials

User reviews and testimonials can provide valuable insights into the performance and reliability of call-tracking software. Look for feedback from businesses like yours to understand each option's pros and cons. Pay attention to recurring themes in the reviews, such as ease of use, customer support, and feature effectiveness.

5. Exploring Free Call-Tracking Software Options

While premium call-tracking software often offers the most comprehensive features, free call-tracking software options can be a great starting point for businesses on a budget.

Best Free Call Tracking Apps

Several free call-tracking apps provide essential features without any cost. Here are some popular options:

  • Google Voice: Offers free call recording and basic tracking features, making it a convenient option for mobile users.
  • Zoho CRM: Includes free call tracking features integrated with their CRM platform.
  • PhoneWagon: Provides a free version with basic call tracking and analytics features.

Pros and Cons of Free Call Tracking Software

While free call-tracking software can be beneficial, weighing the pros and cons is important.


  • Cost-Effective: No financial investment is required, which is ideal for small businesses or startups.
  • Basic Features: Provides essential tracking and analytics features to get started.
  • Easy to Use: It often has a simple interface, making it accessible for businesses with limited technical expertise.


  • Limited Features: Free versions may lack advanced features like real-time analytics, integrations, and detailed reporting.
  • Scalability Issues: Free software may not be suitable for growing businesses with increasing call volumes and complex needs.
  • Support Limitations: Free options might offer limited customer support compared to paid solutions.

By carefully evaluating these factors, you can choose the best call-tracking software for your business needs—a comprehensive premium solution or a cost-effective free option. 

Message and Call Tracker Features

Message and Call Tracker is another notable software offering dual functionality, which tracks calls and messages. Key features include:

  • Comprehensive Tracking: Monitors and records calls and text messages, providing a complete view of customer interactions.
  • User-Friendly Dashboard: Features an easy-to-use dashboard where users can view and manage their call and message data.
  • Alerts and Notifications: Sends alerts and notifications for missed calls and unread messages, ensuring that businesses never miss important communications.
  • Integration with CRM: Integrates with various CRM systems, allowing for seamless data synchronization.

This software is ideal for businesses communicating with customers through multiple channels, ensuring all interactions are tracked and analyzed.

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Implementing and Optimizing Your Call-Tracking Software

Give your team the necessary training in call-tracking software
Give your team the necessary training in call-tracking software

Implementing call-tracking software and optimizing its use are crucial steps to ensure you reap the maximum benefits from this powerful tool. Here’s a guide to help you successfully implement and efficiently use your call-tracking software.

Steps to Successful Implementation

1. Define Clear Objectives: Identify what you aim to achieve with call-tracking software, such as improving marketing ROI, enhancing customer service, or monitoring agent performance.

2. Choose the Right Software: Select the best call-tracking software that aligns with your business needs and offers essential features like call recording, real-time analytics, and integration capabilities.

3. Set Up Tracking Numbers: Assign unique phone numbers to different marketing campaigns and channels to track their performance accurately.

4. Integrate with Existing Systems: Ensure the call-tracking software integrates seamlessly with your CRM, marketing automation, and other business tools. This will provide a unified view of customer interactions and streamline workflows.

5. Train Your Team

Give your agents the training they need to excel

Provide comprehensive training for your team to ensure they understand how to use the software effectively. This includes navigating the interface, accessing reports, and utilizing key features.

6. Monitor and Test: Regularly monitor the software’s performance and test its functionality to ensure it captures and reports data accurately.

7. Analyze and Adjust: Use the software's insights to analyze campaign performance, agent interactions, and customer feedback. Adjust your strategies based on this data to optimize outcomes.

Enhance Your Call-Tracking with Convin

Real-time Agent Assist bridges knowledge gaps
Real-time Agent Assist bridges knowledge gaps

Convin enhances call-tracking efforts by offering automated quality management, real-time agent assistance, and comprehensive analytics. Its AI-driven platform reviews 100% of customer interactions, providing actionable insights and generating call scores that highlight areas for improvement. 

Convin’s Agent Assist uses natural language processing to guide agents in real time, ensuring optimal performance during customer interactions. 

Additionally, Convin's detailed conversation analytics help identify key challenges and opportunities, enabling businesses to make informed decisions and improve overall customer satisfaction and operational efficiency.

Check Which Call-Tracking Software Is Best for You

Choosing the best call-tracking software is a critical decision that can significantly impact your business's ability to understand and optimize customer interactions

By following a systematic approach—identifying your needs, assessing features, evaluating integration capabilities, and considering scalability and support—you can select a solution that enhances your marketing efforts and improves customer service.

Effective call-tracking software should offer robust features such as call recording, detailed analytics, seamless integrations, and user-friendly interfaces. 

Book a demo with Convin to explore top call-tracking software.


1 .What is the best software for tracking?
The best tracking software depends on your needs. Popular choices include HubSpot, Zoho CRM, and Convin. Convin stands out for its AI-driven conversation intelligence, real-time agent assistance, and comprehensive analytics, making it ideal for enhancing call tracking and customer interactions.

2. Which software is used to track phone calls?
Popular call-tracking software includes CallRail, RingCentral, and Convin. Convin excels with its automated quality management, real-time agent guidance, and in-depth conversation analytics, providing detailed insights into customer interactions and agent performance.

3. How can I track any call?
Call-tracking software like Convin can help you track calls. Install the software integrate it with your phone system, and it will record, transcribe, and analyze calls, providing detailed insights into call performance and customer interactions.

4. How do you use call tracking?
Use call tracking by setting up call-tracking software, assigning unique tracking numbers to different marketing channels, and integrating the software with your phone system. The software will monitor, record, and analyze calls, offering insights into customer interactions and marketing campaign effectiveness.

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