Categories   >   Call Tracking Software
Last Reviewed: November 26th, 2024

Best Call Tracking Software Of 2024

What is Call Tracking Software?

Call Tracking Software (CTS) deciphers marketing strategy efficacy by tracing customer phone calls. Solutions like these resolve the challenge of attributing sales to specific marketing campaigns, providing businesses with essential insights. The value of CTS shines through when businesses need to justify their marketing expenditure or optimize their marketing mix. Key functionalities include dynamic number insertion, multi-channel attribution, and call recording, with radical features like AI-based call analytics coming to the fore. Industries heavily reliant on telecommunication channels for their marketing outreach, such as real estate, healthcare or financial services, reap maximum benefits. Despite its advantages, one must caut?on against potential limitations, like the complexity of setup and the need to adhere to local legislation related to call recordings. Overall, the value of CTS lies in its ability to bring clarity to the marketing sphere. Essentially, it equips businesses with actionable data that help sculpt refined marketing strategies, thereby maximizing return on investment.

What Are The Key Benefits of Call Tracking Software?

  • Accurate Marketing Attribution
  • Improved Advertising ROI
  • Enhanced Customer Intelligence
  • Optimized Marketing Strategy
  • Empowered Sales Teams
  • Streamlined Lead Management
  • Improved Conversion Rates
  • Personalized Customer Interactions
  • Reduced Wasted Advertising Expenditure
  • Competitive Market Insight
Read more

Overall

Based on the latest available data collected by SelectHub for 51 solutions, we determined the following solutions are the best Call Tracking Software overall:

Zoom
Zoom
Start Price
$13.32
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Zoom

Zoom is a popular web conferencing tool for online learning, training and collaboration at educational institutions, enterprises and government agencies. About 79% of the users who review the platform say it’s user-friendly, and novices can use it with minimal effort. Around 66% of the users who mention functionality appreciate the in-meeting audio and video quality.
Team members can interact via whiteboarding, screen-sharing, annotation and commenting, though some users feel the chat interface can be improved. Local recording is available with both the free and paid versions, though quite a few users say recordings are storage-intensive, and the vendor doesn’t offer compression.
On the flip side, around 73% of the users who mention pricing say it can be cost-prohibitive for smaller organizations, especially since webinars are available only for Pro and above accounts. Though the vendor offers unlimited meetings, approximately 36.6% of these users feel the 40-minute meeting time limit with the free version is restrictive. Of the users who review its performance, 57% say it lags on low bandwidth, with poor audio and video quality.
Around 67% of the users who mention security say the vendor should provide additional safeguards to ensure secure meetings.
To summarize, Zoom is a popular software for enterprises and education providers to connect remotely distributed teams, co-workers and clients. Though only paid subscriptions provide the high-end features, its free version can adequately support smaller organizations, with a user limit of 100 persons.

Pros & Cons

  • Ease of use: Approximately 79% of the users who mention ease of using the platform say it’s intuitive and user-friendly.
  • Functionality: Around 64% of the users who review functionality say the platform has a rich feature set to enable seamless video conferences and meetings.
  • Pricing: Around 73% of the users who review its cost say it can be expensive for small organizations.
  • Security: Reviewing security, approximately 67% of users say the vendor should offer better safety and privacy features.
  • Performance: About 64% of the users who mention the software’s performance say it’s resource-intensive.

Key Features

  • Business Calling: Make and attend 1:1 and conference phone calls, participate in video meetings and send chat messages. Switch from phone calls to video meetings with one click — no need for a separate conference bridge. 
    • Call Management: Ensure every call is answered with auto-attendants and skills-based intelligent call routing. Listen to recorded phone calls or view text transcriptions through a PC, desk phone or mobile device. 
    • Administration Portal: Provision and manage users, and view call quality and usage reports from its central admin portal. 
    • Global Availability: Provides local telephone service across more than 40 countries. Seamlessly port current business numbers and use existing cell phone service providers in any country. 
  • Video Conferencing: Schedule and attend webinars and 1:1 or group meetings, internally or with clients, with Google, iCal and Microsoft calendar syncing. Join meetings across other conferencing room providers with compatible hardware that includes speakers, headphones, cameras, microphones and monitors. 
    • Collaboration: Start and/or schedule a meeting with a personal meeting ID that stays the same always. Co-annotate on shared screens and whiteboards, share files in-meeting, message others, and create and join breakout rooms for focused collaboration. 
    • Meeting Recordings: Record and store meetings locally, and share these recordings with others through Google Drive, Dropbox and other file storage services. Allow or restrict access to recordings by participants through in-meeting admin controls. Direct recordings to the cloud are available with paid plans. 
    • Permissions: Set up role-based and in-meeting permissions, such as enable/disable screen sharing by participants, using chat and mute/unmute settings. 
  • Dashboards: Monitor data on overall usage for meetings, Zoom Rooms, webinars, instant messaging and Zoom Phone, all from a single, unified interface. 
    • Meetings: Get a bird’s-eye view of meeting metrics, such as top locations of participants, year-to-date trends and devices used, in the form of bar charts, pie charts, line graphs and more. View information for meetings and Zoom Rooms, live and past, to a high level of granularity. 
    • Zoom Phones: Get metrics on Mean Opinion Score (MOS) scores and view call logs, voice codecs, ISP and network details, all on one screen. Monitor call health with hardware and OS versions listed for each call in a tabular format. 
  • Reporting: Get reports on registrations, attendees, Q&A, performance and participation details for meetings and webinars. Administrators can view more detailed usage and user activity reports. 
  • Integrations: Ensure seamless workflows from within proprietary applications through its integrations with Microsoft Office 365, Google Suite, Salesforce and Slack. 
  • Mobile App: Join meetings from anywhere with its native mobile app for Android and iOS, with a live screen sharing option. Attend conference calls and video meetings while on the move through its Safe Driving Mode, compatible with Apple CarPlay. 
  • APIs: Host new meetings, add and remove users, view dashboards and reports on usage through its wide range of REST-based APIs. Seamlessly handles large API response payloads through pagination. Test API endpoints with testing tool widgets from within the API Reference Docs. 
  • App Marketplace: Build chatbots and apps to connect to dashboards for meeting metrics, conduct webinars and manage connected user accounts from within proprietary applications. 
Google Meet
Google Meet
Start Price
$6
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Google Meet

Google Meet seems to be a crowd-pleaser, especially for folks already plugged into the Google ecosystem. Users rave about its seamless integration with other Google Workspace tools like Docs, Sheets, and Calendar, making it a breeze to schedule meetings, share documents, and collaborate in real-time. The interface is clean and intuitive, even for non-techies, which is a major plus. Google Meet also gets kudos for its top-notch video and audio quality, ensuring smooth and clear communication. Plus, it doesn't hurt that it's included with Google Workspace, making it a cost-effective option for businesses.

However, no software is perfect. Some users find Google Meet's feature set a bit basic compared to rivals like Zoom or Microsoft Teams. For instance, it lacks some advanced features like breakout rooms and virtual backgrounds, which can be bummers for larger meetings or those who want to spice things up. Additionally, while Google Meet's security is generally solid, some users have raised concerns about data privacy, especially in light of Google's data collection practices. So, if you're super privacy-conscious, you might want to think twice.

All in all, Google Meet is a reliable and user-friendly video conferencing tool that's perfect for businesses and individuals who value simplicity and integration with Google Workspace. It's a solid choice for everyday meetings, but if you need bells and whistles or have strict privacy concerns, you might want to explore other options. Just remember, the tech landscape changes quickly, so it's always a good idea to check for the latest updates and features before making a decision.

Pros & Cons

  • Seamless Integration with Google Workspace: Google Meet is tightly integrated with Google Calendar and Gmail, making scheduling and joining meetings effortless. This integration streamlines workflows and enhances productivity for businesses that rely on Google Workspace.
  • High-Quality Video and Audio: Google Meet delivers reliable video and audio quality, ensuring clear and uninterrupted communication during virtual meetings. This is crucial for maintaining professionalism and engagement in business settings.
  • Robust Security Features: Google Meet prioritizes security with features like data encryption and meeting access controls. These measures protect sensitive business information and ensure the privacy of virtual meetings.
  • Limited Functionality for Phone Calls: Google Meet's primary function is video conferencing, so its features for phone calls are limited. Users have expressed frustration with the lack of call recording, voicemail transcription, and other essential phone features.
  • Integrations and Compatibility: Integrating Google Meet with non-Google applications and CRMs can be challenging, limiting its compatibility with existing business workflows. This can hinder productivity and create additional steps for users.
  • Call Quality Issues: Users have reported experiencing dropped calls, audio lag, and poor video quality, particularly in areas with unstable internet connections. These issues can disrupt important business conversations and create a negative impression.

Key Features

  • Safety First: Safely communicate amongst peers and colleagues without fear of data breaches or hijacking. Meets IETF security requirements for Datagram Transport Layer Security (DTLS) and Secure Real-time Transport Protocol (SRTP). Includes anti-abuse capabilities and multiple two-step authentication options. 
  • Unlimited Meetings: Host and join free audio and video conferencing meetings anytime, anywhere for an unlimited amount of times. Available for free for up to 100 participants in a single meeting. 
  • Accessibility: Access from any device including browsers, iOS and Android with no download required. Easily invite participants to meetings via link or email address. 
  • Live Captioning: Follow along in real time with captioning generated by Google’s speech recognition technology. Meeting attendees can translate captions into their preferred languages. 
  • Screen Sharing: Collaborate on documents, share presentations and give step-by-step instructions to meeting participants using screen share, which allows anyone to present their entire screen or application window. 
  • Preview Screen: View video, adjust audio and see a list of who has already joined a meeting before entering. 
  • User Controls: Meeting hosts can mute, pin, remove participants and more using the advanced controls for meetings. 
  • Messaging: Chat with other participants through live messaging during meetings. Send files and links, as well as text. 
  • Integrations: Join meetings directly from Google Calendar or Gmail. Integrates with Microsoft Outlook, Slack and more for additional accessibility. 
  • Plan Options: Choose between a free plan, Google Workspace Essentials, and Google Workspace Enterprise. Paid plans increase the maximum number of participants allowed in a single meeting space, the amount of time allowed for a meeting and more. 
  • Google Workspace Suites: Comes as part of Google Workplace suites for education, healthcare and nonprofit organizations. Increase productivity, communication and collaboration with email, chat and video conferencing in an easily accessible workspace. 
Doodle
Doodle
Start Price
$6.96
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Doodle

Doodle has garnered significant praise for its user-friendly interface and intuitive design, making it a breeze to schedule meetings and appointments. Users particularly appreciate the platform's flexibility, allowing them to create polls with various options for dates, times, locations, and even custom questions to gather additional information. The ability to integrate with popular calendar applications like Google Calendar and Outlook further streamlines the scheduling process, eliminating the need for back-and-forth emails or phone calls. Additionally, Doodle's mobile app ensures that users can manage their schedules and respond to polls on the go, providing a seamless experience across devices.

However, some users have noted that the free version of Doodle comes with limitations, such as advertisements and restricted editing functionality. While the paid versions offer more features and customization options, the pricing structure may not be suitable for all businesses, particularly smaller ones or those with limited budgets. Additionally, while Doodle excels at scheduling meetings and appointments, it may not be as comprehensive as some other employee scheduling software options that offer features like time tracking, payroll integration, and shift management.

Overall, Doodle appears to be an excellent choice for businesses and teams of all sizes who primarily need a simple and efficient way to schedule meetings and appointments. Its ease of use, flexibility, and integration capabilities make it a valuable tool for streamlining communication and improving productivity. However, businesses with more complex scheduling needs or those seeking a free solution may want to explore alternative options that offer a broader range of features.

Pros & Cons

  • Usability: According to 100% of users who reviewed this pro, the software is easy to use, straightforward and simple for both senders and responders.
  • Polling Functionality: About 83% of users who mentioned this pro said the polls make meeting coordination easier, help participants to find common times and streamline scheduling for those who are busy.
  • Scheduling Meetings: Regarding this feature, approximately 97% of users said scheduling is easier, saves time and is more efficient with the software.
  • Ads: According to 100% of users who reviewed this con, advertisements are distracting, sometimes embedded in the middle of the webpage and the free version has tons of them.
  • Edit Functionality: Regarding this feature, 100% of users said that it requires enhancement, needs improvement and has a few glitches.

Key Features

  • Group Meetings: Auto-identify time zones of customers or team members to get rid of confusion. Select meeting dates and send out proposed meeting times. Increase group coordination and reduce the amount of time wasted on group email chains. 
  • Scheduling: Track schedule changes without having to constantly chase team members for updates. Set reminders on auto-send and broadcast updates to guests from the dashboard. Create a calendar and share it with others, allowing them to book meetings and check availability. 
  • Enhanced Customization: Customize SLAs, access premium support and training, manage meetings inside the Slack workspace, and add a company logo or brand. 
  • Bookable Calendar: Allow potential customers to request meetings. Adjust settings for different types of business appointments. Increase the volume of appointments and meetings, streamlining the pace of projects and raking in more revenue. 
  • Security and Privacy: Guarantee privacy by not saving personal data like calendars, events and availability in the database. Enjoy security with Cloudflare for an added layer of DDoS (distributed denial-of-service) protection. 
  • Automation Calendar Tools: Work with calendar tools to find meeting times quickly and efficiently. Book appointments or meetings and automatically add them to everyone’s calendars. Avoid any confusion from double-booked meetings. 
  • Interview Management: Schedule multiple interviews with candidates in two quick steps. Decide on potential candidates by scheduling a meeting within seconds. Vote for convenient time slots to hold a meeting, ensuring everyone is free at a particular time and has an equal say. Cut down on paperwork and ease up workflows by using automating processes. 
  • Integration: Make workflows seamless and efficient by integrating with Zoom, Microsoft Outlook, Zapier and others. 
  • Custom Reminders: Ensure no members forget to attend or respond to meeting notifications or requests by sending customized reminder messages. 
  • Conferencing Integrations: Automatically add links to meeting invites and update existing links. Integrate individuals’ calendars for clients or team members to view and decide on suitable meeting times. Use Zapier to add thousands of apps without the hassle of coding. 
Microsoft Teams
Microsoft Teams
Start Price
$4
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Microsoft Teams

Microsoft Teams is a chat-based platform that offers online meetings, document sharing, screen recording and chat and allows businesses to communicate effectively.

According to users who have tried this product, their alerts and notifications lack consistency. Slow speed and performance is another con witnessed by users. Most users appreciate user-friendliness. Screen sharing is another worthy function. In short, businesses scouting for a communication tool that is easy to learn can give it a try.

Pros & Cons

  • User-Friendly: The interface is easy to use and there is not much training required to navigate through the system, according to 84% of users.
  • Chat: According to 70% of users who reviewed this pro, the chat functionality is simple, it’s possible to view all chats simultaneously and the history remains forever.
  • Screen Sharing: About 79% of users who mentioned this pro said screen sharing functionality is quick to set up and works without lags.
  • File Sharing: Regarding this feature, approximately 75% of users said that it’s easy to share files during calls and various document sharing options are available.
  • Alerts/Notifications: Lack of reminders for meetings and inconsistent notifications, according to 70% of users who mentioned this aspect.
  • Speed And Performance: According to 69% of users who reviewed this con, the start time and overall speed is slow, there are sudden crashes, and the computer performance suffers.

Key Features

  • Secure Virtual Meetings: Send an invite to video chat with anyone, at any time simply by sending a link to an active email address, member or not. Collaborate in real time with up to 250 people in a single meeting space. 
  • Screen Recording: Record meetings in the cloud and share them with members later. 
  • Messenger: Send chats before, after and during meetings directly to one person or create group chats to keep multiple people in the loop. Send gifs, emojis and stickers to personalize messages. 
  • File Sharing: Access, share, edit, and co-author files and folders in real time securely from SharePoint, OneDrive and computers. Decide who has access to which files by granting permissions to specific groups, channels or individuals. 
  • Interactive Webinars: Connect with customers by hosting live events and webinars. Simply create a new marketing event, fill out details of the meeting and select attendees who will receive a link to the event. Use customer journey features to track attendees, utilizing the available information and continue to track customer interactions. 
  • Custom Backgrounds: Eliminate the need to hide background distractions by choosing from a myriad of screens to project while on a video call. 
Webex
Webex
Start Price
$17
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Webex

Is Webex all it's cracked up to be? Recent user reviews suggest that Webex Calling, Cisco's cloud-based phone system, generally hits the mark for businesses seeking a reliable and feature-rich communication solution. Users rave about its tight integration with other Cisco products, which is a no-brainer for companies already invested in the Cisco ecosystem, allowing for a seamless transition and unified experience. The platform's robust security features and consistently clear audio and video quality are also major selling points, particularly for businesses that prioritize secure and high-quality communication. However, some users point out a steep learning curve, particularly for those unfamiliar with similar platforms. Navigating the user interface can be a bit clunky at times, leading to some frustration among users. Additionally, the price tag associated with Webex Calling might give smaller businesses pause, as more budget-friendly VoIP options are available. Overall, Webex Calling emerges as a solid choice for medium to large enterprises that place a premium on a secure, reliable, and feature-packed communication platform and are willing to invest in a top-tier solution. Smaller businesses with tighter budgets and simpler communication needs might find more cost-effective options on the market.

Pros & Cons

  • Robust Features: Webex provides a comprehensive suite of communication tools, including calling, video conferencing, messaging, and file sharing, streamlining communication and enhancing productivity.
  • Seamless Integration: Webex seamlessly integrates with other Cisco products and popular third-party applications, creating a unified communication ecosystem.
  • High-Quality Calls: Users consistently praise Webex for its clear and reliable call quality, ensuring professional and productive business conversations.
  • Enhanced Security: Webex prioritizes security with features like call encryption, giving businesses peace of mind knowing their conversations are protected.
  • User-Friendly Interface: Webex Calling offers a user-friendly interface that's easy to navigate, even for first-time users, making it simple to join calls and manage meetings.
  • Cost: Webex can be more expensive than other options, especially for larger organizations.
  • Complexity: The platform can be difficult to set up and manage for those who are not tech-savvy, with a potentially steep learning curve for some users.
  • Mobile App Limitations: While Webex offers mobile apps, some users report they are not as robust or reliable as the desktop version, particularly for critical functions when a computer is unavailable.

Key Features

  • Meet: Seamless communication via chat, call and video conferencing creates an easy-to-use platform for any kind of communication. 
    • Video Conferencing: HD video and audio allow users to host or join meetings from anywhere in the world, saving users time and money. 
    • Collaboration: Screen share with members of the meeting and utilize the white board to collaborate on the same document in real-time. 
    • Recordings: Record meetings, save them in the cloud and get transcripts automatically. 
    • Calendar Integrations: Integrate with Google or Microsoft Office calendars to host, schedule or join meetings. 
    • Controls: Hosts can create breakout rooms, change backgrounds and more. 
  • Personalization: New innovations create a fun way to personalize meetings with in-meeting, non-verbal emoji reactions. Personalize workspaces with colors, images and co-branding. 
  • Customer Experience (CX) Journey: Utilize data visualization tools to track any and all customer interactions. The data collected pinpoints which actions the business should take to boost CX. Create goals that are highlighted for each step of the CX, which assist in targeting which aspects impact business the most. 
  • Smart Status: Automatically sets availability status when in a meeting, screen sharing or out of office. Activate “do not disturb” mode when focus is needed for specific tasks. 
  • Cloud Calling: Replace bulky phone software by creating a direct business phone number that can be used on any device for employees and customers to contact while keeping personal numbers confidential. Never miss a call with automated phone systems that direct callers to the correct extension. Connect to voicemail messages via mobile apps, move a phone call on one device into a meeting on another and record important voicemail messages left on the business number line.E 
  • Message: Never miss important messages through its advanced messaging module; customize notifications, flag messages and more. Personalize one-on-one or group messages with gifs, emojis and more. Delete chats, add members and see read receipts. Easily and securely share files and an interactive two-way drawing board within the chat. 
  • Support: Provide real-time, remote support at any time, anywhere for customers or employees, ensuring technical issues are resolved as quickly as possible. Support up to five customers at a time without the stress of firewalls and system reboots. 
  • Built-In Security: Cisco Webex Security provides end-to-end encryption which means files are protected from the second they are sent till the moment they are received. Strict privacy policies ensure data is not shared, bought or sold to any third parties. A global Product Security Incident Response Team (PSIRT) is on surveillance around the clock for potential security vulnerabilities. 
  • Contact Center: Assist customers using sophisticated routing systems that allows calls to be directed to skilled agents. Dashboards help track productivity by analyzing customer and agent interactions in relation to business results. Omnichannel communications deliver more holistic information to enable bet. Create automated emails that AI chatbots can send 24/7. 
GoToMeeting
GoToMeeting
Start Price
$10.80
Per Organizer, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked GoToMeeting

GoToMeeting is a chat and video conferencing tool with screen sharing, recording and collaboration options. About 78% of the users who review its features say it enables team collaboration via screen-sharing and chat options. Almost 76% of the users who review its user-friendliness say it’s intuitive and easy-to-use, though a few feel its interface is clunky and needs to be updated.
On the flip side, around 79% of the users who mention pricing say the software’s subscription plans can be costly for smaller organizations. Quite a few users say a meeting limit of 3 users and 40 minutes provided with the basic version is too restrictive. Around 75% of the users who mention the software’s performance say it’s resource-intensive.
To sum up, GoToMeeting enables enterprise teams to connect and work together virtually. But, its free version is pretty lightweight, and organizations should check out the subscription plans before deciding if it’s a good fit.

Pros & Cons

  • Functionality: Around 78% of the users who review the tool’s features say it has rich capabilities for effective collaboration and discussion through meetings and video conferencing.
  • Ease of Use: Citing its easy-to-navigate layout, almost 76% of the users say the platform is user-friendly.
  • Pricing: Almost 79% of the users who mention pricing say it’s expensive, especially for small organizations.
  • Performance: Reviewing the software’s resource usage and speed, around 75% of users say meeting audio and video lags on low internet bandwidth.

Key Features

  • Host Meetings: Create, host and schedule meetups in personal meeting rooms through integration with Google and Microsoft calendars. Add and remove participants and manage attendee access, including live screen sharing with presenter switching through a Control Panel. 
  • HD Video Conferencing: Host high-definition online video meetings with automatic bandwidth optimization. Highlight presentation elements while screen-sharing through tools that include a laser pointer, a highlighter and a spotlight. 
  • Mobile Apps: Engage with customers through audio and video conference calls on any device when out of the office, thanks to its Android and iOS mobile apps. 
  • Integrations: Integrates with Chrome, Zapier, Zoho, Salesforce, Hubspot and many more platforms, as well as other conference room systems. Works seamlessly with Microsoft Teams to help businesses host large team and client meetings online, with up to 250 attendees. 
  • Identity Management: Manage employee access and authentication while IT retains total access control through its integration with LastPass. Enables single sign-on, password management and multi-factor authentication in one, dedicated solution. 
  • Meeting Recording: Record meetings and share recording links within and outside the organization. Its Smart Meeting Assistant provides speech-to-text meeting transcription with easy text search. The host receives the transcription via email and can download and review it before sharing it with others. 
  • Conference Room Hardware: Connect remote and in-room attendees for a seamless user experience through GoToRoom, its hardware plus software bundle. 
  • Meeting Analytics: Build attendee, engagement and Q&A reports, and more, to get meeting metrics for participation insights. Get personalized statistics for participant attentiveness, webcam usage and talk time for product analytics. 
TeamViewer
TeamViewer
Start Price
$24.90
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked TeamViewer

TeamViewer is a versatile solution that allows users to remotely access mobile phones, laptops, computers and other devices. Easy file-transfer and screen-sharing are among its numerous features. According to users, the best part of the solution is the freedom to work on the go and provide support remotely. Users unanimously appreciate the fact that it's free for personal use and easy to install.

Too many pop-ups and the need for constant, fast network connectivity are its main disadvantages. When it comes to the software's interface, users stand divided. Some find it user-friendly, while others think it’s complex and confusing. In short, it can be a good option for businesses scouting for an easy-to-use solution that enables remote access and collaboration.

Pros & Cons

  • Remote Access: It’s possible to easily connect and access remote computers, according to 100% of users mentioning this capability.
  • Simple Installation: According to 88% of users who reviewed this feature, the installation process is easy and the portable link is helpful.
  • Free for Personal Use: 100% of reviews on this aspect state that the software doesn’t cost anything for personal use.
  • Excessive Pop-Ups: Frequent pop-ups are annoying, according to 100% of users who mentioned this problem.
  • High Internet Bandwidth Demand: According to 100% of users who reviewed this functionality, the solution doesn’t work to its full potential if internet connectivity is slow.

Key Features

  • Secure Remote Access: Use AES 256-bit end-to-end encryption to prevent compromised remote access and protect files without the hassle of a VPN. 
  • Mobile App: View desktops from mobile devices via the mobile app for iOS and Android. Automatically resize to fit phone screens. 
  • IT Support: Allow employees and customers to troubleshoot glitches and system crashes with their own equipment. Connect to any desktop and walk customers through device issues click by click. Avoid worrying about VPN connections, firewalls, port configurations or any pre-installed IT-administered software. 
  • Web Monitoring: Optimize uptime to maximize website availability. Receive alerts and updates when response time on the website exceeds a set threshold, ensuring minimal impact to traffic. Spot potential IT issues by using dates to pinpoint which site elements create the highest loading times. 
  • Connections: Link business applications such as Salesforce, Zoho and Microsoft Teams to create one integrated platform. 
  • Augmented Reality: Get virtual step-by-step instructions on resolving system issues and maintaining devices. Use the ROSS (Remote On-site Service System) with xAssist and integrate smart glasses so support experts view problems in real time and act quickly and precisely. 
RingCentral
RingCentral
Start Price
$25
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked RingCentral

RingCentral provides cloud communications and contact center services to enterprises. Around 92% of the users who review accessibility praise the software for seamless call switching between devices, including personal mobile phones, though some say access can be tricky in areas with low internet speeds. Of the users who discuss its features, 70% appreciate the convenience of calls, messaging and video conferencing being available in one app.
The platform definitely has an edge over other service providers in that there is no time limit restriction on meetings. The interface is easy to navigate, say 69% of the users who discuss its user-friendliness, though a few users say it’s dated and could do with a more modern look. Approximately 60% of the users who mention support say they’re helpful, though some users find them unresponsive and difficult to reach.
On the flip side, around 83% of the users who review the solution’s performance say it’s clunky and audio and video quality suffers on low internet bandwidth.
To sum up, RingCentral is a cross-device communications provider that streamlines call management, video conferences and business meetings on one platform for small, mid-size and large organizations.

Pros & Cons

  • Seamless Integration: RingCentral seamlessly integrates with popular business tools like Microsoft Teams, Salesforce, and Google Workspace, streamlining communication and collaboration.
  • Advanced Call Management: Features like call forwarding, voicemail transcription, and call recording enhance call handling and improve customer service.
  • Remote Work Flexibility: RingCentral's cloud-based platform allows employees to work from anywhere, with access to all communication channels and features.
  • Cost Savings: RingCentral's subscription-based pricing model eliminates the need for expensive hardware and maintenance costs, reducing overall telephony expenses.
  • Scalability and Reliability: RingCentral's scalable architecture ensures reliable communication even during peak usage, supporting businesses of all sizes.
  • Limited Customization: RingCentral offers a limited range of customization options, making it difficult for businesses to tailor the system to their specific needs.
  • Integration Challenges: Integrating RingCentral with other business applications can be complex and time-consuming, leading to compatibility issues and data silos.
  • Call Quality Issues: Users have reported occasional call quality issues, including dropped calls, audio delays, and poor sound quality, which can hinder effective communication.
  • Pricing Concerns: RingCentral's pricing structure can be complex and may not be suitable for all businesses, especially those with a large number of users or specific feature requirements.
  • Limited Reporting Capabilities: RingCentral's reporting features are limited, making it challenging for businesses to track and analyze call data for performance optimization and decision-making.

Key Features

  • API-based Architecture: Send SMS, long messages and multimedia files with delivery/read status notifications with SMS APIs. Access call recordings, call logs, voicemail recordings and transcriptions with the communications data APIs. Send and receive faxes in multiple file formats with forwarding, queuing and fax-to-email support. 
  • Software Development Kits (SDKs): Interface with system APIs through SDK libraries in the programming language of choice. These include .NET, Java, JavaScript, PHP, Python, Ruby gem, iOS Swift client and WebRTC. 
  • Security: Secures all endpoints with Transport Layer Security (TLS) and Secure Real-Time Transport Protocol (SRTP) encryption. Provides multiple authentication levels, firewalls, vulnerability scans and fraud mitigation through access control and usage throttling. 
  • Address Book: Get the complete set of all team member extension numbers on the RingCentral Office directory through its APIs. Filter address book entries to find relevant call agent extensions for quicker customer-facing turnarounds. 
  • Events and Notifications: Subscribe to a comprehensive set of events that include SMS, voicemail and call received, call started, ended or missed, and change in availability status. 
Twilio
Twilio
Start Price
$150
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Twilio

Twilio has earned a reputation as a leading cloud communications platform, empowering businesses to build, scale, and operate customized communication solutions. Its flexible platform, powerful tools, and global infrastructure make it easy for businesses to create solutions that meet their unique needs and help them connect with customers in a meaningful way. Users appreciate Twilio's ease of use, scalability, and flexibility, making it a solid choice for businesses of all sizes that need a cloud-based communications platform. It offers a variety of features that can help businesses improve their communication with customers, such as call routing, voicemail, and analytics. The platform's ability to integrate with various channels like WhatsApp, Facebook Messenger, and Webchat ensures sustained engagement through features like click-to-dial, automated text notifications, intelligent routing, and callback service during peak hours.

However, some users have expressed concerns about Twilio's customer support and its complex pricing structure. The pay-as-you-go fees can be more expensive compared to other CPaaS platforms, especially for businesses with high-volume communication needs. Despite these drawbacks, Twilio remains a popular choice due to its comprehensive features and ability to adapt to evolving business requirements. Its low-code builder, Studio, allows developers to design efficient self-service call flows and trigger custom business processes, while its Voice API enhances audio conferencing infrastructure. Twilio is particularly well-suited for businesses seeking a customizable and scalable communication solution that can integrate with existing applications and workflows. Its ability to handle various communication channels and provide detailed analytics makes it a valuable tool for businesses looking to enhance customer engagement and streamline communication processes.

Pros & Cons

  • Easy Setup: Twilio's user-friendly interface and comprehensive documentation make it easy for users to set up and configure their phone systems without requiring extensive technical expertise.
  • Scalability: Twilio's cloud-based platform allows businesses to easily scale their phone systems up or down as needed, accommodating growth and changing communication requirements.
  • Global Reach: With its extensive global infrastructure, Twilio enables businesses to establish a local presence in various countries and regions, facilitating international communication and expansion.
  • Integrations: Twilio integrates seamlessly with numerous business applications and CRM systems, streamlining workflows and enhancing productivity.
  • Customization: Twilio provides a wide range of APIs and tools that allow businesses to customize their phone systems to meet their specific needs and preferences.
  • Pricing Structure: Twilio's pay-as-you-go pricing can lead to unpredictable costs, especially for businesses with fluctuating call volumes or those that use premium features like call recording or transcription. The lack of bundled plans may also make it difficult to budget for communication expenses effectively.
  • Customer Support: Obtaining timely and effective support can be challenging, particularly for users on the free tier or those with less complex issues. The support structure often relies on community forums and documentation, which may not provide immediate solutions for urgent problems.
  • Learning Curve: Integrating Twilio's APIs and configuring its services can require a significant investment of time and technical expertise. This can be a barrier for businesses without dedicated development resources or those seeking a more out-of-the-box solution.

Key Features

  • Phone Numbers: Use APIs to monitor a number’s entire lifecycle. Facilitate global innovation to ensure that all number-based apps are secure from disruption. Get a hold of numbers that have undergone intensive testing. Port your existing numbers through an online application or email. Choose from over 65,000 phone numbers from the inventory and pick from a range of phone number types.
  • Elastic SIP Trunking: Get PSTN connectivity for any SIP device in a network. Automatically scale up or down with unlimited capacity. Add innovative cloud communication features, including voice insights, Twilio Interconnect and call control. Simplify the network, don’t pay any channel or port fees and ensure optimized security. Make use of disaster recovery features to safeguard the service.
  • Short Code: Increase reachability with shortcodes available in the U.S., Canada and the U.K., and long code numbers available in over 100 countries. Enable throughput at 100 messages per second. Reroute to standard long-code phone numbers in the U.S. if a carrier is unable to receive messages from short codes. Access automatic picture transcoding, character encoding and message assembly, ensuring message delivery without custom code.
  • Email Marketing: Import and sync large contact lists within minutes. Use the powerful segmentation engine to manage and send emails to any number of people. Choose a design flow using the drag-and-drop option or the code editor. Easily schedule a one-time email or set up an automated email series.
  • Account Security: Eliminate fake account creation, secure new users and reduce fraud. Deliver detailed carrier and caller information using Lookup. Make informed decisions regarding who can contact and who cannot. Secure business and a large volume of customers with Authy, enabling two-factor authentication to the log-in via TOTP, push and SMS.
  • Enhanced Emailing: Deliver all emails without interruptions with the propriety MTA (mail transfer agent), intuitive console, email experts and more. Activate automated email queue handling and throttle risk detection. Use sender authentication, SPF (Sender Policy Framework), DKIM (Domain Keys), reverse DNS (Domain Name System) and dedicated IP addresses to improve deliverability and reliability.
  • Improved Video Experience: Integrate videos directly into the app to enjoy a customized experience. Design a layout or choose one from the pre-configured options. Monitor participant network quality with Network Quality API. Create engaging whiteboards, animation and more with DataTracks. Allow screen-sharing to improve collaboration. Add live chat and support phone dial-in when the internet is unavailable.
  • Voice API: Quickly scale and modify a voice experience and add a wide array of customizations and resources. Add features such as Interactive Voice Response (IVR), recording transcriptions and speech recognition. Enable reliable, high-quality connections supported by the Twilio Super Network. Place quality calls by facilitating access to global carriers, infinite scaling and private links to the cloud.
  • Messaging API: Engage customers across the globe with 1,500 redundant partner carrier connections, phone numbers in over 100 countries and more than 200 types of numbers. Support channels such as SMS, MMS, OTT, email and more. Use intelligent sender selection for consistent, localized and compliant messaging. Message worldwide using over 200 phone number types, including shortcodes, alphanumeric and toll-free numbers. Use message insights to check status callbacks and real-time analytics.
  • Applications:  
    • Flex: Enable digital-first engagement with a broad span of communication channels managed through one platform. Continuously inspect, adapt and adjust any part of the contact center. Facilitate personalized interactions with customers by providing agents access to contextual information.
    • Frontline: Assist clients and forge relationships despite geographical location. Provide support on any channel, including SMS, MMS, WhatsApp and chat. Transfer conversations between channels and employees and direct inquiries to the next employee. Manage privacy and compliance with SSO authentication and number anonymization. Use native push and badge notifications, ensuring employees never miss any alerts. Send and receive media and messages across channels using a single app.
    • Segment: Unify data and enhance engagements by reaching out to the customers with the right message and using the right channel. Build personalized engagements by creating a single, holistic view of the customer journey rather than wasting endless hours on data. Collect user data from every interaction and combine it from various sources to better understand each customer. Catch quality data issues at the start and fix them automatically. Get rid of old, incomplete and inaccurate data.
Vonage
Vonage
Start Price
$15
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Vonage

Vonage is a popular business phone software that has received mixed reviews from users in the past year. Some users praise its ease of use, reliability, and feature-richness, while others criticize its occasional technical glitches and limited customization options. Compared to similar products like RingCentral and 8x8, Vonage is generally considered to be a solid choice for small businesses due to its affordable pricing and user-friendly interface. However, larger businesses may prefer the more advanced features and customization options offered by RingCentral or 8x8.

One of Vonage's key strengths is its intuitive user interface, which makes it easy for even non-technical users to set up and use the software. Vonage also offers a wide range of features, including call forwarding, voicemail, video conferencing, and call analytics, which can be valuable for businesses of all sizes. Additionally, Vonage's reliability is generally good, with users reporting few outages or technical issues.

However, Vonage does have some weaknesses. Some users have reported occasional technical glitches, such as dropped calls or delayed voicemails. Additionally, Vonage's customization options are somewhat limited, which may not be suitable for businesses with complex or specific needs. Finally, Vonage's pricing can be higher than some competitors, especially for larger businesses with multiple users.

Overall, Vonage is a solid choice for small businesses looking for a user-friendly and reliable business phone software. However, larger businesses may prefer the more advanced features and customization options offered by RingCentral or 8x8.

Pros & Cons

  • Seamless Integration: Vonage effortlessly integrates with popular business tools like Salesforce, Microsoft Teams, and Google Workspace, streamlining communication and boosting productivity.
  • Advanced Call Management: Manage incoming and outgoing calls efficiently with features like call forwarding, voicemail transcription, and customizable call routing, ensuring that every call is handled professionally.
  • Cost-Effective Solution: Vonage offers flexible pricing plans tailored to businesses of all sizes, providing a cost-effective alternative to traditional phone systems while delivering enterprise-grade features.
  • Reliable and Secure: Vonage's cloud-based platform ensures reliable call quality and robust security measures, protecting sensitive business communications and maintaining compliance.
  • Scalability and Flexibility: Vonage's scalable architecture allows businesses to easily adjust their phone system as their needs evolve, accommodating growth and changes in business operations.
  • Limited Customization: Vonage offers a limited range of customization options, making it difficult for businesses to tailor the system to their specific needs.
  • Unreliable Call Quality: Users have reported frequent call drops, delays, and poor audio quality, which can disrupt business operations.
  • Complex User Interface: The Vonage user interface is often criticized for being cluttered and difficult to navigate, leading to frustration and wasted time.
  • Hidden Fees: Vonage has been known to charge additional fees for features that are considered standard in other business phone systems, such as call forwarding and voicemail.
  • Poor Customer Support: Users have complained about long wait times, unhelpful responses, and a lack of technical expertise from Vonage's customer support team.

Key Features

  • Gamification: Reward employees for achieving a goal. Create engaging activities using game elements, encourage the team, discourage negative behavior and promote altruism. Combine the contact center solution with gamification and the analytics of Salesforce to push the team. Maintain engagement through various tools and meet SLAs. Improve business efficiency, incentivize agents to fully leverage the CRM and transform business operations in the long run.
  • Conversation Analyzer: Integrate with the CRM or BI tool to facilitate quality management, compliance, coaching and more, boosting the overall customer experience. Display data in the CRM dashboards to promote the visual segment. Spotlight trends with voice call analysis, instantly identify insights and assess the team’s knowledge. Transcribe, tag and analyze customer conversations. Pair call recordings with transcripts for a better understanding of conversations.
  • Real-Time Dashboards: Monitor team and individual performances using custom-built dashboards. Log channel activity into Salesforce to obtain instant reviews and access comprehensive metrics within the Salesforce reporting solution. Get insights about the team’s activities and actions and access real-time and historical data.
  • Data Storage: Integrate the contact center solution with Salesforce as the primary data silo to access metrics, call recording links, speech analytics and more. Pair call recordings with transcripts and metrics and allow agents to gather a better understanding based on findings. Judge conversations against the KPIs and tightly secure data and backup material. 
  • Analytics: Refer to the easy-to-use dashboards for quick insights. Visually organize and analyze client conversations using Einstein Analytics.
  • Email Management: Use omnichannel integration to boost the efficiency of teams skilled in both voice and digital. Considerably reduce complex administrative practices through a set of routing rules. Enable customers to enjoy a rich, integrated and consistent experience across channels of their choice.
  • LiveAgent Chat: Strengthen customer focus and facilitate personal customer attention. Allow agents to prepare in advance, save time and deliver an accurate response by employing a screen pop of any Salesforce object before accepting the chat. Route the bot conversation to the best agent available. Customize fields, ensure that chats get routed to the best-suited agents and quickly add the website chat button option.
  • Omni-Channel: Deliver a consistent customer experience across all Salesforce digital channels and unify all channels. Manage KPIs and uniformly empower both digital and voice agents. Access support for LiveAgent, webchat, live messages, SMS, video chat and others. Attain a quick updated view of customer engagements and access data to initiate personal responses. Share vital customer insights across channels and allow customers to enjoy self-service options and automated answers to questions asked.
  • Visual Engagement: Graduate to video and screen share from any channel. Access it on a laptop or mobile device and reduce AHT (Average Handling Time) for inbound interactions over any channel. Establish trust, leading to increased sales and customer satisfaction.
  • Webchat: Equip agents with the required tools. Allow agents to access comprehensive customer information while dealing with a request. Save time and enhance efficiency. Enable customers to interact with agents irrespective of the channel, device and channel provider used. Add the webchat code block to the website hassle-free.
  • Dialer Capabilities: Eliminate manual dialing and reduce the chances of misdialing. Use caller ID to present a local number, increase pick-up rates and make connections with potential clients. Automatically log all activities and call recordings. Make automatic decisions about call recordings. Allow reps to automatically leave a voicemail and get on another call without wasting time.
  • Global Voice Assurance: Move calls between regions and achieve balance in demand. Enable local voice traffic to reduce call charges. Use a local node for nearby calls irrespective of the location of agents or customers. Maintain call quality by tapping into local infrastructure. Use a single plan to distribute calls globally, saving time and delivering operational insights. Achieve the flexibility of switching between providers instantly.
  • AI Virtual Assistant: Put an end to robotic, non-connected conversations and access enhanced self-serve requests, better understanding and prompt actions.
  • Intelligent IVR: Remain better prepared to tackle customer needs. Process agentless card payments using the PCI-DSS solution and communicate directly with the payment gateway, reducing customer effort and maintaining data protection. Personalize IVR options and messages. Handle simple requests without agents and keep agents for dealing with more complicated queries.
  • Screen Recording: Integrate a CRM and capture multiple screens. Enjoy synchronized audio and video features. Identify and resolve agent productivity issues. Facilitate sharing agent behavior with the appropriate teams.
  • Call Recording: Ensure call recording even after transferring a call to a third party. Enable outbound call recordings and effortlessly access recordings when required. Save high costs by encrypting recordings through AES256. Safeguard recordings by storing them in the Vonage cloud.

COMPARE THE BEST Call Tracking Software

Select up to 2 Products from the list below to compare

 
Product
Score
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SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Call Tracking Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
Zoom
$13.32
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Zoom
Google Meet
$6
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Google Meet
Doodle
$6.96
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Doodle
Microsoft Teams
$4
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Microsoft Teams
Webex
$17
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Webex
GoToMeeting
$10.80
Per Organizer, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
GoToMeeting
TeamViewer
$24.90
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
TeamViewer
RingCentral
$25
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
RingCentral
Twilio
$150
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Twilio
Vonage
$15
Per User, Monthly
Yes
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Cloud On-Premise
Mac Windows Linux Chromebook Android
Vonage

All Call Tracking Software (51 found)

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Zoom

by Zoom Video Communications
Zoom
Zoom is an online conferencing solution that provides HD-quality voice calls, video meetings and webinars. Available as a native app on Windows, iOS and Android devices, it enables intelligent call routing, auto-attendant, voicemail, call recording and call transcription. Call agents can elevate phone calls to a video conference call without needing to hang up, and engage customers through direct chat from within the call. Integrating with Salesforce, Microsoft Office and GSuite, it supports hardware from leading manufacturers to provide a traditional deskphone experience.Organizations can choose to retain their existing phone service providers with easy number portability. It provides coverage across more than 40 countries through local number availability. Its advanced plans offer an intuitive admin portal to provision and manage accounts, track meetings and attendees and receive usage insights from a centralized hub.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
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Deployment
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Google Meet

by Google Inc.
Google Meet
Google Meet is a leading audio and video conferencing solution that allows Google account holders to create instant and scheduled meetings. Participants can join meetings through a web browser or a mobile device, or dial-in with password-protected numbers, with the free version allowing up to 100 attendees for up to 60 minutes. In addition to chatting, participants can share specific tabs or their whole screen in real time to collaborate with others. It provides call encryption and enhanced audio quality through noise cancelling filters. Google Workspace subscribers can hold longer meetings with more participants, raise their hands, conduct polls and Q A sessions and record meetings which are stored by default on Google Drive.It integrates seamlessly with other Google offerings — Calendar, Gmail and Contacts — to enable one-click meetings. Participants from third-party video conferencing systems like Cisco, Polycom, Lifesize, Sony, and Microsoft Skype for Business can join Google Meet calls through the Pexip Infinity gateway.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
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Deployment
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Platform
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Doodle

by Doodle
Doodle
Doodle is an enterprise scheduling platform that empowers teams to collaborate based on individual availability for quicker scheduling of one-on-one and group meetings through polls. It syncs across Google Calendar, Microsoft Outlook, Office 365 and iCal. Meeting hosts can choose to send poll links to team members directly or through its email client. Email alerts notify the meeting host of the team’s replies and provides a clear snapshot of individual availability. In addition, it enables update broadcasts and meeting reminder setup to keep the team in the loop. It integrates with Zoom to include a unique link for every scheduled meeting. Available on Android and iOS devices, it integrates with Slack through an AI-powered bot. It is hosted on AWS which is certified for compliance under ISO/IEC 27001:2013, 27017:2015 and 27018:2014. In addition, it leverages Cloudflare for DDoS protection. Besides the free version, the vendor offers business and enterprise subscriptions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
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Deployment
Cloud On-Premise
Platform
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Microsoft Teams

by Microsoft Corp.
Microsoft Teams
Microsoft Teams is a leading unified communications-as-a-service (UCaaS) provider for businesses of all sizes. It provides voice, video conferencing, chat, instant messaging and file sharing options for enterprise collaboration. In addition to three-way PSTN calls, it enables auto-attendant, call parking, call transfer, do-not-disturb, e911 calling and simultaneous ringing. With direct call routing for existing carriers through SIP trunking, it eliminates the need to change phone service providers. It provides default on-hold music that can be customized through the powershell, as well as custom message setup for calls and voicemail. It also offers live screen sharing through chat for instant context.Powered by Microsoft 365, its admin console enables account provisioning, assigning phone numbers, number porting, and reporting and analytics. With seamless escalation from group chat to video call, it enables in-call attendee management, screen sharing and chats. Available for all major browsers and Apple devices, it supports the current Android version and its previous three versions at any given time.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
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Deployment
Cloud On-Premise
Platform
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Webex

by Cisco Systems, Inc.
Webex
Cisco Webex is a unified communication and collaboration solution that keeps teams connected through calling, messaging and video conferencing. Available as a native app on desktops and mobile, it supports multiple extensions, direct inward dialing (DID) numbers and directory-based calling. It provides shared lines, hunt groups, call forwarding, call pickup, call transfer, intelligent call routing and auto-attendant to ensure that customer-facing teams do not miss a single important call.It enables calling numbers outside the Webex ecosystem through integration with Webex Calling and Cisco Jabber. Its cloud-based control hub provides account, phone number, device and access management. Businesses can glean insights into call metrics and team performance through reporting and analytics.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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GoToMeeting

by LogMeIn, Inc.
GoToMeeting
GoToMeeting is a chat, audio and video conferencing solution from LogMeIn. Integrating with Google and Microsoft calendars, it empowers business teams to create instant and scheduled meetings. In addition to live screen sharing with HD-quality video, it provides meeting recording, drawing options and presenter switching for collaboration. Available on all devices, it integrates with CRMs like Salesforce and Zoho. On Apple devices, Siri voice commands can be used to start or join a meeting, or hosts can use its Call Me service to call invitees on their phones to join. It enables switching between chat, conference call and video call seamlessly. Team members can send meeting invites to contacts via instant messaging.Its Smart Meeting Assistant enables transcription. Businesses can glean meeting diagnostics from reports that provide downloadable attendee lists, features used, and details regarding latency and packet loss during calls. It offers toll-free numbers for more than 50 countries. The vendor offers a 14-day free trial.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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TeamViewer

by TeamViewer Group
TeamViewer
TeamViewer is a versatile software solution designed for remote connectivity, enabling users to access and control computers and devices from anywhere in the world. It is particularly well-suited for IT professionals, customer support teams, and businesses that require efficient remote management and troubleshooting capabilities. The software's robust features include remote desktop access, file transfer, and multi-platform support, making it an invaluable tool for maintaining productivity and resolving technical issues swiftly. One of the significant benefits of TeamViewer is its ease of use, allowing even non-technical users to connect with minimal setup. Additionally, its high level of security, including end-to-end encryption, ensures that remote sessions are safe and private. Users appreciate the software's reliability and the ability to connect across various operating systems seamlessly. Pricing for TeamViewer varies based on the number of users and devices, with options for monthly or annual payments. For precise pricing tailored to specific needs, it is recommended to contact SelectHub for a detailed quote.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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RingCentral

by RingCentral
RingCentral
RingCentral is a unified communications-as-a-software (UCaaS) solution for businesses of all sizes. Its open architecture enables easy embeddability for uninterrupted communication. Employees can stay connected to internal teams and clients through mobile apps and switch over to other connected devices mid-call. Phone number portability is available for seamless migration from existing service providers.Companies can host HD-quality video conferences with up to 3000 participants; record-playback facility enables creating on-demand events for greater outreach. Besides sending and receiving faxes, employees can collaborate by sharing images, text messages, videos and documents. It integrates with ZenDesk, Microsoft Dynamics and Oracle Sales Cloud.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Twilio

by Twilio
Twilio
Twilio is a cloud communication platform as a service provider that enables businesses to embed phone, VoIP and messaging into web, desktop and mobile applications through web service APIs. Developers can design more efficient self-service call flows and trigger custom business processes through its low-code builder, Studio. Teams can make and receive phone calls, send and receive text messages and communicate in other ways. Developers can build new apps with a wide range of existing global cellular networks and enhance audio conferencing infrastructure through its Voice API. It helps augment existing contact centers with voice, SMS, IVR and a chatbot and integrates with Whatsapp, Facebook Messenger and Webchat.Omnichannel customer service ensures sustained engagement through click-to-dial, automated text notifications, intelligent routing and callback service during peak hours. It blocks unlawful robocalls and ensures increased call answer rates through call trust indicators. It empowers businesses to create video apps and embed videos through dedicated SDKs for Android, iOS and JavaScript.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Vonage

by Vonage
Vonage
Vonage integrates phone systems onto both Mac and PC desktops to enable businesses to make calls, send texts, view client contact history, see missed calls and listen to voicemails — all through one single interface. With three-phone connectivity on one extension for seamless access, it provides local number porting, call logs, call queueing, paperless fax, voicemail to email and more. In addition to call monitoring for sales and customer service, it enables automated SMS generation, supporting the marketing lifecycle from lead collection to nurturing to conversion and feedback.Integrating with Google Calendar, it provides audio and video conferencing on both desktop and mobile. Up to 100 attendees can attend meetings through their browsers, with chat and screen sharing options, without downloading any software. Up to 30 team members can attend conference calls through a password-protected, dedicated number at the click of a button.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Free Conference Call

by CarrierX
Free Conference Call
Free Conference Call is an audio and video conferencing solution for networking and support. Available for free download on desktop and mobile, it provides remote desktop viewing and control for troubleshooting and collaboration. It offers one-on-one and conference calling with voicemail, call recording and elevation to video call, if necessary. Call hosts can control conference mode, mute individual lines, change meeting presets and set up auto recording through the phone keypad.Teams can collaborate through video conferences with live screen sharing, annotations, in-meeting chat and breakout rooms, with the option for custom branding. Hosts receive a report in the email inbox after every meeting, with detailed usage and participant information. It integrates with Slack, Evernote and Dropbox, with support for Microsoft and Google calendar plugins.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Weave

by Weave Communications
Weave
Weave is an all-in-one phone system that focuses on modernizing how businesses communicate with customers by managing customer outreach through phone calls, text messaging and email. It is best suited for small to medium sized businesses seeking to implement clientele contact, payment processing, scheduling and more. By catering to their customers’ everyday communication preferences, users can maintain attentive and personalized relationships with their customers, all from a single interface.
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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8x8

by 8x8, Inc.
8x8
8x8 is a unified communications as a service (UCaaS) system that provides cloud PBX functions like unlimited calling, SMS, automated call-attendant, call distribution, recording, three-way calling, visual voicemail and fax. In addition to utilizing its pre-designed meeting rooms, businesses can embed meetings with its Meetings-as-a-Service offering, Jitsi. It integrates with Microsoft Teams, Salesforce and ServiceNow seamlessly.Its contact center enables omnichannel routing and effective customer engagement through speech and sentiment analysis and workforce management. Companies can establish a local presence through local phone porting with direct dialing across more than 120 countries. Teams can handle greater call volumes through even call distribution to employees for faster turnaround. It is HIPAA, FISMA SP 800-53 R4 and ISO 27001 certified for data governance compliance.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Bandwidth

by Bandwidth
Bandwidth
Bandwidth is a cloud-based API provider that enables two-way calling, text messaging and video conferencing for leading unified communications platforms. Deployable in the cloud, on-premise or as a hybrid, it enables enterprise-level call tracking and analytics. Leveraging its robust architecture, developers can create video and video conferencing apps through WebRTC technology. Businesses can automate existing processes and call flows through its support for a wide range of codecs including VP9, VP8 and H.264. Integrating with major toll-free carriers, it ensures carrier redundancy for uninterrupted business workflows.It ensures call security through multi-factor authentication (MFA) and phone number verification. Besides enabling click-to-call for customers, it provides intelligent call routing through IVR and automated SMS surveys for sustained customer outreach. In addition to phone number management through a dashboard, it provides number porting of up to 20,000 numbers. Working in the background, it powers integrations with Zoom, LogMein, Google, RingCentral and Microsoft through its powerful APIs.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Nextiva

by Nextiva
Nextiva
Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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BlueJeans

by Blue Jeans Network
BlueJeans
BlueJeans is a cloud-based video conferencing solution for enterprises and individuals. It facilitates secure business meetings and webinars with HD audio, chat, Q A, polling, meeting recording and highlights capture. It works seamlessly across all browsers and devices, including conference room technologies. The vendor supplies organizations with the latest conferencing equipment, like cameras, microphones and speakers. Its Command Center enables in-meeting analytics, real-time alerts and live meeting controls.It provides admin-level security through SAML single sign-on, 2FA and role-based permissions settings. It works seamlessly with Cisco, Microsoft Lync, Lifesize, Polycom and StarLeaf, and integrates with Google Calendar and Microsoft Outlook. The vendor offers a 14-day free trial.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Ooma Office

by ooma, Inc.
Ooma Office
Ooma Office is a cloud-based phone system that provides VoIP and video conferencing to enterprises. For mobile, it includes an automated call attendant, call transfer, group messaging, conference bridges, call flip between desktop and mobile and much more. Its Office Pro version, launched in 2019, enables team members to create ad-hoc meetings or schedule them in advance. In addition, it offers call recording, a desktop app, robocall blocking, voicemail transcription and simultaneous screen sharing for effective discussion and collaboration.The Office Pro version also offers higher usage limits for extension monitoring, call parking and the number of participants in audio conference rooms. Subscribers can make unlimited calls to mobile phones and landlines in the U.S., Canada, Mexico and Puerto Rico. Business calls to other countries are available at a low rate.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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CallRail

by CallRail
CallRail
CallRail is an intuitive call tracking platform that monitors and manages leads. It offers call recording, call tracking, text messaging, form tracking and conversation intelligence. It allows users to identify which keywords, campaigns and advertisements get the most leads. It also helps improve customer service and employee training. It connects online and offline insights to reveal campaign trends.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Bitrix24

by Bitrix
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Fuze

by Fuze
Fuze
Fuze is a cloud-based business phone system that provides a range of communication and collaboration tools for businesses of all sizes. It offers features such as voice calling, video conferencing, instant messaging, file sharing, and more. Fuze is designed to be easy to use and manage, and it can be integrated with a variety of other business applications. It is most suited for businesses that need a reliable and affordable phone system with advanced features. Some of the key benefits of Fuze include its affordability, ease of use, and scalability. Fuze is also highly reliable, with a 99.99% uptime guarantee. Additionally, Fuze offers a variety of popular features, such as call forwarding, voicemail, and call recording. Fuze compares favorably to similar products based on user experiences within the context of Business Phone. It is generally considered to be one of the best business phone systems on the market. Fuze offers a variety of pricing plans to fit the needs of businesses of all sizes. Plans start at $19.99 per user per month, and they include a variety of features. Fuze also offers a free trial so that businesses can try the service before they commit to a paid plan.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Buyer's Guide

Call Tracking Software Is All About Using Customer Data More Effectively

By Ashita Ahuja, Technical Writer at SelectHub

Call Tracking Software BG Header

Are you losing a large amount of leads or struggling to convert callers into potential clients? Call tracking software, an integral part of business phone systems, can help you overcome this issue.

By following conversations tracked by the software, you can easily figure out which landing pages and marketing efforts work and convert well, and adjust your strategies in a way that makes better use of customer information. This way, marketing campaigns, activities and strategies can be identified and modified accordingly.

By using this solution, you get a low down of how many and what types of calls the advertisement is raking in. It provides information regarding the caller's intent, duration, volume, date and time, location, name, marketing ROI and much more.

If you’re looking for a way to get detailed customer insights and drive more calls to your business, you’ve come to the right place. In this buyer’s guide, we’ll go over the benefits and features of call tracking software, and help you pick the best solution for your company.

Executive Summary

  • Call tracking software helps companies drive data from phone conversations to improve marketing campaigns.
  • Key features include call recording, conversion intelligence and keyword tracking.
  • Be sure to ask potential vendors any questions you have about the software before committing to a purchase.
What This Guide Covers:

What Is Call Tracking Software?

Call tracking software is a system that uses technology to determine how prospects interact with your business or brand. It allows you to identify the source of inbound calls, and gain valuable insights like the caller's location, duration of the call, what drove the caller to your business and how the caller found your brand or company.

The system allows you to gauge which platforms appeal to the potential customers, so you can streamline your marketing campaigns accordingly. Companies can calculate the ROI of different global campaigns, compare how each campaign is performing in different locations and adjust strategies to drive more calls.

Primary Benefits

The right call tracking software can benefit your company in several ways. Let’s go over some of the main advantages:

Primary Benefits of Call Tracking Software

Better Lead Generation

Call Tracking Software Categories

With call tracking software, you can identify the call’s source and determine whether it was from a website, an email campaign, mobile advertising or another source. Strategies or campaigns can be structured or revised accordingly, depending on popularity. According to the SEMRush State of Content Marketing report, generating leads was one of the top three goals of marketers in 2022.

Better Insights

Pinpoint the strength of every team or department and keep tabs on employee performance to gauge if they’re doing their job correctly. This way, you can modify roles and responsibilities periodically. If employees lack in a specific area, give them sufficient training with a learning management system or talent management software.

Better Customer Experience

Tracking phone calls allows your company insights into customer interactions. Record data to refer to what customers have said and analyze questions. You can also get valuable information about call duration, the reason for calling and more. This way, all teams can collect relevant information and provide a better customer experience accordingly.

Smart Call Routing

There’s nothing more annoying for customers than being put on hold, waiting around for someone to transfer them or having their call misrouted or lost altogether. With smart call tracking, you can successfully tackle these problems for better customer satisfaction and overall efficiency.

Better ROI

Not all marketing campaigns are successful. Call tracking software helps you identify your more successful campaigns, helping eliminate guesswork and use your resources more effectively going forward.

Key Features & Functionality

Intuitive Dashboard

The dashboard is an essential feature that displays all the information. It also helps analyze calls.
Call Recording

Call recording is crucial for quality assurance and gives you an idea of how employees handle different issues. Just make sure the recording quality is up to snuff to use for compliance and training purposes.
Integrations

It’s crucial to enhance the existing platforms used by your company. Most software integrates with popular platforms such as Google Ads and Analytics, Hubspot and others.
Keyword Tracking

Keyword tracking helps you understand which keyword performs well and brings in the maximum amount of leads. You can also turn off expensive keywords that don’t convert.
Real-Time Reporting

Gain valuable insights and data. Spot patterns regarding call timing, source, duration and more. Identify what marketing plans are most effective and make data-driven decisions.
Call Transcription

Listening to several call recordings can be tedious. Transcriptions are an easier way to refer to a conversation in whole or in part.
Conversion Intelligence

AI and language processing technology help analyze calls, providing valuable insights on what attracts customers. Make your sales team more productive by providing them with call summaries and sentiment detection to help them understand their customers better.
Intelligent Call Routing

Automatically sort and organize incoming calls into queues. These calls are then routed to agents or specific departments according to customer needs. Determine routing priorities based on customizable criteria.

Software Comparison Strategy

There are umpteen call tracking software available in the market, which means choosing the right one becomes an uphill task. The best place to start is by getting to the bottom of what your company needs. What challenges are you currently facing in your customer relationships? How could a program like this help you address them?

To make things easier, here are some helpful pointers to consider:

  • Select a reliable call tracking software with a robust backup system in case of a server failure.
  • A good platform integrates with Facebook, Google Ads, Google Analytics and any legacy systems your business relies on.
  • Ensure your organization has phone numbers in relevant area codes.
  • Pick software that’s easy to use and operate for your employees. You don’t want to be stuck with something cumbersome in the long run.
  • Any software you pick for your organization must respond quickly and provide the necessary technical support, assistance and services.
  • If the features offered don’t enhance your business in any way, find a solution that’s more value for money.
  • Go in for software with features such as call recording, analytics, scalability, IVR (Interactive Voice Response), voicemails and notifications. Don’t get swayed by additional features if they won’t help enhance your business operations.

Still feeling overwhelmed with the number of options? Check out our specially curated Lean Selection method to help you make the right choice.

Cost & Pricing Considerations

Investing in a new system is a significant step for any business. In addition to covering your baseline costs, make sure you anticipate unforeseen cost-related hiccups by having a clear idea about the expenses involved in implementation.

Most call tracking software offers monthly subscription plans, just like other SaaS applications. Some software charges separately for the numbers provided and the user amount, while others include it in billing.

Make sure you choose a subscription plan that fits the nature and size of your business, and that you don’t end up paying an additional fee for features that won’t help your business in the long run. Take advantage of the demos and trials offered by software vendors.

The Most Popular Call Tracking Software

Jumpstart your software search with our top picks for call tracking software products.

Invoca

Invoca is a platform that offers AI-powered call tracking to businesses, providing data to drive more inbound phone calls. It helps marketers create more detailed, data-driven decisions and strategies to tailor their efforts and campaigns. The solution helps companies increase their ROI, increase conversion rates and improve customer experiences.

Invoca

Overview of ongoing marketing campaigns. Source

Salesken

Saleskan enables companies of all sizes to generate leads and streamline customer interactions through various communication channels. The system helps users transcribe calls, schedule follow-ups and send text messages to customers. It also comes with a mobile app, making its features accessible from any web-connected device.

Salesken

Detailed analysis of a sales call.

Phonexa

Phonexa is software that streamlines ROI tracking, call tracking and lead management. It's best suited for the healthcare and insurance industries. The solution offers features like call recording, real-time reporting, automatic call distribution and call attribution.

Phonexa

Call details over a specific time period. Source

 

 

Questions To Ask

To get a better understanding of your company’s needs, ask yourself the following questions:

  • Can the solution easily integrate with my existing analytics platforms?
  • Is the software easy to use for my employees?
  • Does the software fit into my budget?
  • Is the software scalable to change according to my business?
  • What training do users need to operate the software? Does the software offer training?

Call Tracking Software Key Questions To Ask

Here are a few questions to ask potential vendors to help you learn more about the software and vendor:

  • Do you provide demos and a free trial period?
  • How long will it take to implement the software?
  • Can the platform transcribe conversations and how accurate are they?
  • What type of calls can the software track?
  • How many years of expertise do you have in the industry?

Next Steps

The right call tracking software can improve the customer experience, generate leads, track ROI and help strategize marketing campaigns for your company. While selecting the right product isn’t always a cakewalk, we hope this guide has given you a solid starting point for your search.

If you need more help, check out our comparison report to see how the top industry leaders stack up. Good luck!

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Ashita
By Ashita Ahuja
Technical Content Writer
Ashita works as a Technical Writer at SelectHub specializing in VOIP, Business Phones, LMS, CMS and more. She is also a published author. When not writing articles, she enjoys watching rom-coms, listening to music and cooking. She loves collecting stationery, cannot still get the hang of riding a bicycle and suffers from acrophobia.
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Sagardeep
Technical Research By Sagardeep Roy
Senior Analyst
Sagardeep is a Senior Research Analyst at SelectHub, specializing in diverse technical categories. His expertise spans Business Intelligence, Analytics, Big Data, ETL, Cybersecurity, artificial intelligence and machine learning, with additional proficiency in EHR and Medical Billing. Holding a Master of Technology in Data Science from Amity University, Noida, and a Bachelor of Technology in Computer Science from West Bengal University of Technology, his experience across technology, healthcare, and market research extends back to 2016. As a certified Data Science and Business Analytics professional, he approaches complex projects with a results-oriented mindset, prioritizing individual excellence and collaborative success.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Dianna
Edited By Dianna Dragonetti
Content Editor
As an editor, Dianna Dragonetti leads a team of five writers in writing about a variety of software, with an emphasis on how these tools empower businesses. Categories include accounting, learning management systems, content management systems, supply chain management, and electronic data interchange.
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