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2019 Call Tracking Product Report

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  • July 2019
  • Region: Global
  • DMG Consulting LLC
  • ID: 4803889

Improved Marketing Effectiveness and Personalized Customer Experiences

This report provides a thorough and comprehensive analysis of this niche IT sector, which is increasing in importance as a result of the digital transformation that is taking place in organizations around the world.

Companies appreciate the value of call tracking, which can help deliver significant improvements in marketing efficiency and effectiveness, quantifiable increases in sales, and high levels of customer satisfaction. Call tracking is also a step in the customer journey, providing detailed insights into customers and their responses to marketing or other campaigns. These solutions gather important details about customers and their buying preferences and share this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. Call tracking can integrate with applications like customer relationship management (CRM) systems, interactive voice response (IVR) systems and intelligent virtual agents (IVAs) to leverage customer data and deliver highly relevant and customized communications and recommendations. This results in higher conversion rates, increased revenue, improved brand loyalty, and enhanced customer experience.

The 2019 Call Tracking Product Report closely examines these highly valuable and increasingly popular solutions. The report provides a detailed analysis of 5 vendors: Convirza, Freespee, Infinity, Invoca, and Marchex. It explains how these solutions are being used, explores their benefits, and highlights best practices to help companies realize the greatest return from their investment.

Key Reasons to Buy this Report:

  • Definition of call tracking; what it does, how it works, functional components that comprise these solutions, and omnichannel/Omni-media capabilities
  • Enterprise benefits of call tracking
  • Review of the market trends and challenges that are driving interest and investments
  • Review of the call tracking the competitive landscape
  • Overview of the 5 featured call tracking vendors, including company snapshots, product offerings, and packaged/verticalized solutions
  • Detailed company reports for the 5 call tracking vendors, analyzing their products, functionality and future product development plans
  • Call tracking market activity and market growth projections
  • Comprehensive functional analysis, including interactive voice response (IVR)/intelligent virtual agents (IVAs), outbound, lead/contact management, and fraud management capabilities
  • Detailed technical analysis, including administration/design and development environment, user interface (UI), artificial intelligence (AI) and machine learning, integration and security, and compliance capabilities
  • Review of call tracking key performance indicators (KPIs), dashboards/reporting and analytics environment
  • Implementation and return on investment (ROI) analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
  • Call tracking pricing models
  • Comprehensive Vendor Directory covering all known vendors who provide call tracking functionality
Please Note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.

Table of Contents

1. Executive Summary2. Introduction
3. What is Call Tracking?
3.1. How Call Tracking Works
3.2 Phone Numbers
3.3 High-Level Functional Summary
3.4 Omni-Channel/Omni-Media Capabilities
4. Benefits of Call Tracking5. Call Tracking Market Trends6. Call Tracking Market Challenges
7. Call Tracking Competitive Landscape
7.1 Market Activity
7.2 Call Tracking Market Projections
7.3 Company Snapshot
7.4 Vendor Offerings and Products
7.5 Packaged/Verticalized Applications
8. Call Tracking Functional Analysis
8.2 Outbound Capabilities
8.3 Lead/Contact Management
8.4 Fraud Management
9. Call Tracking Technical Analysis
9.1 Administration/Design and Development Environment
9.2 User Interface
9.3 Artificial Intelligence and Machine Learning
9.4 Integration
9.5 Security and Compliance
10. Reporting, Dashboards and Analytics
10.1 Call/Conversation Analytics
10.2 Sales Analytics
11. Implementation and ROI Analysis12. Call Tracking Pricing Structure
13. Company Reports
13.1 Convirza
13.2 Freespee
13.3 Infinity
13.4 Invoca
13.5 Marchex, Inc.
Appendix: Call Tracking Vendor Directory
Table of Figures
Figure 1: Call Tracking Methods
Figure 2: Call Tracking Methods
Figure 3: High-Level Functional Summary
Figure 4: Omni-Channel/Omni-Media Support
Figure 5: Call Tracking Benefits
Figure 6: Call Tracking Market Trends
Figure 7: Call Tracking Market Challenges
Figure 8: Call Tracking Competitive Landscape
Figure 9: Company Snapshot
Figure 10: Product Information
Figure 11: Packaged/Verticalized Applications
Figure 12: IVR/IVA
Figure 13: Outbound Capabilities
Figure 14: Lead/Contact Management
Figure 15: Fraud Management
Figure 16: Administration/Design and Development Environment
Figure 17: User Interface
Figure 18: AI and Machine Learning
Figure 19: Integration
Figure 20: Security and Compliance
Figure 21: Dashboards, Reporting and Analytics
Figure 22: Call/Conversation Analytics
Figure 23: Sales Analytics
Figure 24: Implementation Analysis
Figure 25: Pricing Structure

Companies Mentioned

  • Convirza
  • Freespee
  • Infinity
  • Invoca
  • Marchex, Inc.