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2019 Call Tracking Product Report

Published July 12, 2019

DMG Consulting’s inaugural Call Tracking Product 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. 

Improved marketing effectiveness and personalized customer experiences

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 an 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.

  • Definition of call tracking; what it does, how it works, functional components that comprise these solutions, and omni-channel/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 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
  1. Executive Summary
  2. 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 Tracking
  5. Call Tracking Market Trends
  6. 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
    • 8.1 IVR/IVA
    • 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 Analysis
  12. 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
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