Grid® for Inbound Call Tracking Software
Inbound Call Tracking Software Definition
Inbound call tracking software attributes incoming phone calls to their marketing sources by using unique, local, or toll-free numbers for advertisements, websites, pay-per-click campaigns, and keywords. Many solutions use dynamic number insertion (DNI) to dynamically display different trackable phone numbers based on a visitor’s traffic source. This allows organizations to track the effectiveness of specific marketing campaigns in generating leads.
Inbound call tracking software products often go beyond basic tracking by offering advanced call recording, monitoring, and analytics to qualify leads and provide more granular reporting. Unlike contact center tools that rely on interactive voice response (IVR) numbers or internal direct inward dialing (DID) numbers for call handling and routing, inbound call tracking platforms are primarily used by marketing teams to attribute calls to campaigns and channels. This enables organizations to analyze and optimize marketing campaigns and measure ROI across channels.
Inbound call tracking products seamlessly integrate with marketing analytics software, attribution software, and digital advertising tools, providing a means to streamline offline conversions into overall conversion funnels. They often integrate with customer relationship management (CRM) software products to log and track leads for marketing and sales teams. Additionally, inbound call tracking software can have outbound call tracking features, which are frequently used by sales representatives, as well as conversation intelligence features to transcribe and analyze inbound calls.
To qualify for inclusion in the Inbound Call Tracking category, a product must:
- Generate unique, trackable phone numbers for marketing attribution using local, toll-free, or dynamically inserted numbers (e.g., via DNI), and not rely solely on IVR or DID numbers intended for call handling rather than marketing tracking
- Attribute incoming calls and texts to specific marketing sources such as ads, campaigns, keywords, or channels
- Support call recording and monitoring for inbound calls made to tracking numbers
- Provide real-time analytics and call reporting on marketing performance
- Integrate with marketing or sales platforms such as digital advertising tech, CRM, or marketing analytics to support lead attribution and conversion tracking
Inbound Call Tracking Grid® Scoring Description
Products shown on the Grid® for Inbound Call Tracking have received a minimum of 10 reviews/ratings in
data gathered by November 21, 2023. Products are ranked by customer satisfaction (based on user reviews) and market
presence (based on market share, seller size, and social impact) and placed into four categories on the
Grid®:
- Products in the Leader quadrant are rated highly by G2 users and have substantial Market Presence scores. Leaders include: CallRail, Invoca, 800.com, Revenue.io, Salesken, CallTrackingMetrics, WhatConverts, Infinity Call Tracking, Ozonetel CloudAgent, and Phonexa
- High Performing products have high customer Satisfaction scores and low Market Presence compared to the rest of the category. High Performers include: Ringba, Shape Software, Ring.io, Trestle, Ringostat, Convirza, Call Tracker, Retreaver, and Nimbata
- Contender products have relatively low customer Satisfaction scores and high Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Contenders include: Marchex, Call Box, CallFire, CallSource, and Vonage Contact Center (formerly NewVoiceMedia)
- Niche products have relatively low Satisfaction scores and low Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Niche products include: Calltouch Call Tracking, ResponseTap, Ruler Analytics, CallTrax Plus, Truly, ActiveDEMAND, Telmetrics Call Tracking Platform, Calltracks, YouMail, and KeyMetric Call Tracking
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in any form without G2’s prior written permission. While the information in this report has been
obtained from sources believed to be reliable, G2 disclaims all warranties as to the accuracy,
completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.
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