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Call tracking software tracks and records all information of inbound and outbound calls which include audio recordings and call sources. Call tracking software is used for comprehensive reporting of call recording and call tracking. Call tracking software can be used to maintain the call logs of all inbound and outbound calls with user identity information and routing information of calls. This software helps enterprises to maintain caller information such as phone number, geographical location, time distribution, and recordings of phone calls. This unstructured data is further used to manage client or customer information. For business purposes, unstructured client data is stored in an understandable format to enhance customer communication services. Call tracking software comprises features such as keyword level tracking, call recording, and campaign attribution, allowing enterprises to track the performance of a campaign and gain insight about current trends in the market. Call tracking software offers features to small and medium enterprises such as pay per call, pay per minute, or pay per lead. Four technological methods are used in call tracking software. These are, call back function, call number tracking, dynamic call tracking, and static number tracking. Among these features, call back function is automated through the use of specific web callback and mobile application.

Customer centric solutions and increasing number of call centers in the service sector are major drivers of the call tracking software market. Call tracking software is mainly adopted by call centers, advertisement firms, and digital marketing firms in order to maintain inbound and outbound call logs. For call center and digital marketing firms, campaign attribution can be a driving factor to manage campaigns for different marketing channels. In campaign management, a unique number is assigned to each marketing channel, through which companies can identify which marketing channels are generating more calls. Call tracking and call transcribing feature of call tracking software helps to identify the qualified leads. Call tracking software enhances the reporting by providing insights gathered or extracted from call conversations. Moreover, call tracking software enables the companies to receive data such as number of online website visitors and their channel media. This gives ideas to make strategic changes in campaign, helps in focusing on those factors which actually drives the conversation, and prioritize the follow up with prospective leads. By integrating with CRM systems, call tracking software provides factual data to improve and increase marketing efficiency of enterprises along with customer experience and possibility of gaining sales.

The call tracking software market can be segmented in terms of components, enterprise size, deployment, end-user industry, and geography. By components, the call tracking software market can be categorized into solutions and services. Solutions are categorized into inbound call tracking solution and outbound call tracking solution. Services are segmented into professional services and managed service. By enterprise size, the call tracking software market can be segregated into software used in large, and small and mid-sized enterprises. In terms of deployment, the call tracking software market can be categorized into on premise and cloud based. Companies are more attracted by cloud based software due to its performance and comprehensive reporting structure. Based on end-user, this software is used in different industries such as banking, financial services and insurance (BFSI); consumer goods and retail; life science and healthcare; IT and telecommunication; and manufacturing.

Geographically, the call tracking software market can be segmented into North America, Europe, South America, Middle East & Africa and Asia Pacific. Rapid growth in small & medium industries in Asia Pacific is expected to make it the dominant region for the call tracking software market in the coming years.  With the growing call center sector and customer service industry in Asia Pacific, several enterprises are expected to expand their business in the region.

Key players operating in call tracking software market includes CallTrackingMetrics LLC., CallRail Inc., DialogTech Inc., Invoca Inc., ExecVision, RingDNA Inc., Telmetrics Inc., Convirza, CallSource Inc., Call Tracker, Hot Prospector, Marchex Inc., Call Box Inc., JumpDEMAND Inc., CallFire Inc., PhoneWagon Inc., NinjaCat Inc., and ResponseTap Ltd.

The report offers a comprehensive evaluation of the market. It does so via in-depth qualitative insights, historical data, and verifiable projections about market size. The projections featured in the report have been derived using proven research methodologies and assumptions. By doing so, the research report serves as a repository of analysis and information for every facet of the market, including but not limited to: Regional markets, technology, types, and applications.

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The regional analysis covers:

  • North America (U.S. and Canada)
  • Latin America (Mexico, Brazil, Peru, Chile, and others)
  • Western Europe (Germany, U.K., France, Spain, Italy, Nordic countries, Belgium, Netherlands, and Luxembourg)
  • Eastern Europe (Poland and Russia)
  • Asia Pacific (China, India, Japan, ASEAN, Australia, and New Zealand)
  • Middle East and Africa (GCC, Southern Africa, and North Africa)

The report has been compiled through extensive primary research (through interviews, surveys, and observations of seasoned analysts) and secondary research (which entails reputable paid sources, trade journals, and industry body databases). The report also features a complete qualitative and quantitative assessment by analyzing data gathered from industry analysts and market participants across key points in the industry’s value chain.

A separate analysis of prevailing trends in the parent market, macro- and micro-economic indicators, and regulations and mandates is included under the purview of the study. By doing so, the report projects the attractiveness of each major segment over the forecast period.

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  • Market segmentation up to the second or third level
  • Historical, current, and projected size of the market from the standpoint of both value and volume
  • Reporting and evaluation of recent industry developments
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This study by TMR is all-encompassing framework of the dynamics of the market. It mainly comprises critical assessment of consumers' or customers' journeys, current and emerging avenues, and strategic framework to enable CXOs take effective decisions.

Our key underpinning is the 4-Quadrant Framework EIRS that offers detailed visualization of four elements:

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The study strives to evaluate the current and future growth prospects, untapped avenues, factors shaping their revenue potential, and demand and consumption patterns in the global market by breaking it into region-wise assessment.

The following regional segments are covered comprehensively:

  • North America
  • Asia Pacific
  • Europe
  • Latin America
  • The Middle East and Africa

The EIRS quadrant framework in the report sums up our wide spectrum of data-driven research and advisory for CXOs to help them make better decisions for their businesses and stay as leaders.

Below is a snapshot of these quadrants.

1. Customer Experience Map

The study offers an in-depth assessment of various customers’ journeys pertinent to the market and its segments. It offers various customer impressions about the products and service use. The analysis takes a closer look at their pain points and fears across various customer touchpoints. The consultation and business intelligence solutions will help interested stakeholders, including CXOs, define customer experience maps tailored to their needs. This will help them aim at boosting customer engagement with their brands.

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The findings presented in this study by TMR are an indispensable guide for meeting all business priorities, including mission-critical ones. The results when implemented have shown tangible benefits to business stakeholders and industry entities to boost their performance. The results are tailored to fit the individual strategic framework. The study also illustrates some of the recent case studies on solving various problems by companies they faced in their consolidation journey.

4. Strategic Frameworks

The study equips businesses and anyone interested in the market to frame broad strategic frameworks. This has become more important than ever, given the current uncertainty due to COVID-19. The study deliberates on consultations to overcome various such past disruptions and foresees new ones to boost the preparedness. The frameworks help businesses plan their strategic alignments for recovery from such disruptive trends. Further, analysts at TMR helps you break down the complex scenario and bring resiliency in uncertain times.

The report sheds light on various aspects and answers pertinent questions on the market. Some of the important ones are:

1. What can be the best investment choices for venturing into new product and service lines?

2. What value propositions should businesses aim at while making new research and development funding?

3. Which regulations will be most helpful for stakeholders to boost their supply chain network?

4. Which regions might see the demand maturing in certain segments in near future?

5. What are the some of the best cost optimization strategies with vendors that some well-entrenched players have gained success with?

6. Which are the key perspectives that the C-suite are leveraging to move businesses to new growth trajectory?

7. Which government regulations might challenge the status of key regional markets?

8. How will the emerging political and economic scenario affect opportunities in key growth areas?

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Note: Although care has been taken to maintain the highest levels of accuracy in TMR’s reports, recent market/vendor-specific changes may take time to reflect in the analysis.

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Call Tracking Software Market

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