Top 10 Call Analytics Software Solutions To Convert More Inbound Calls
Understanding your callers – where they came from, what they want, and how you can satisfy these wants – means being one step ahead of the competition. It also means you must use call analytics software to dissect the ever-growing volume of inbound calls.
Post-call analytics is as crucial to sales as call tracking and distribution. With the right call center analytics software, you can even analyze callers on the fly, directing them to the best sales or customer support agent. Likewise, call analytics software can leverage big data to reveal complex call patterns you wouldn’t manually unlock.
It really doesn’t take much effort to analyze inbound calls. As a business, you have to do three things: choose a reliable call analytics solution, set up your system (coordinating call analytics with your other call and possibly web lead management solutions), and learn how to use the analytics data.
Now, with the choice of a call center analytics software provider being the least obvious, we will shed light on it in this article. Read on to learn more about the 10 best call analytics solutions and what to consider before choosing one.
Factors To Consider When Choosing Call Center Analytics Software
When picking the best call analytics solution, it's crucial to thoroughly assess not only the features of the software in question but also factors like privacy and compliance so you can feel safe collecting and processing the caller data.
Here’s what you should pay attention to when choosing your call analytics software system:
Depth of Call Analytics | Depending on your business needs, you may want features like call grouping, speech analytics, call recordings, trend analysis, and more. The rule of thumb is that the more features, the better call analytics, but you don’t want to overpay for the features you won’t use either. |
Scalability | You need a solution that allows your business to scale, processing a growing number of concurrent inbound calls without sacrificing analytics quality. |
Customization | You may want to adapt the call analytics software to the metrics most important to your business or a specific marketing campaign. This will increase your cost-effectiveness and save time. |
Integrations | Smooth data interchange between your call analytics software and other business platforms makes a comprehensive and complete view of client interactions possible. |
Security, Privacy, and Compliance | Compliance with data privacy laws like CCPA (USA) and GDPR (Europe) will allow you to stay on the legal side of the fence, whereas advanced security algorithms will protect the customer data you store for call analytics. Likewise, privacy-focused call analytics software will only collect and process data within the legal landscape of the respective jurisdictions. |
Price | The cheaper the call analytics is, the better. However, it’s also true that cloud-based call software doesn’t cost too much, so you’ll likely have a budget for the features and analytics quality you want. |
Other Features | Besides the core features, a call tracking analytics solution may contain additional features like call tracking and routing. With integrations, such call analytics solutions create a comprehensive call management system that handles inbound calls from top to bottom. |
Last but not least, for the convenience of managing your call analytics system, you may want a mobile app for the software in question. Even though in-depth analytics is easier when accessed from a PC, a mobile version will allow you to check the statistics and key performance indicators on the go.
Top 10 Call Center Analytics Software in 2024 and Beyond
1. Phonexa
Phonexa is a comprehensive call management solution that synergizes call and web lead management into an all-encompassing ecosystem that covers marketing from A to Z. Phonexa’s call center speech analytics software can deeply analyze customer conversations to reveal complex interaction patterns, categorize callers, and give many other valuable insights.
Key Features:
- Comprehensive lead management solution for call and web leads
- Robust call tracking functionality, including call recording
- Advanced reporting: comparison reports, traffic flow reports, and more
- Call automation: IVR, ACD, and other call processing software
Price: Starts at $100 per month
2. CallRail
With its extensive call attribution and conversion monitoring, CallRail is one of the leading call analytics and tracking solutions, allowing you to understand the minute aspects of the caller journey. Among many other features, the software will connect inbound calls to specific marketing channels and dissect callers’ behavior on the fly and post-call.
Key Features:
- Detailed call attribution and conversion tracking
- Insights into customer behavior
- Speech analytics software for call centers
Price: Starts at $40 per month if billed annually
3. Invoca
A pioneer in conversation analytics, Invoca provides AI-powered top-notch call tracking and analytics products for a better grasp of calls, traffic channels, and marketing campaigns. The platform excels in providing speech analytics call center software for voice interaction analytics.
Key Features:
- AI-powered call tracking and analytics solution
- In-depth data analytics to understand the content of a phone call
- Powerful speech analytics call center software
Price: Custom
4. Nextiva
Through real-time call tracking, call records, and performance analytics, Nextiva calls analytics software provides marketable customer insights that you can use to improve call processing from top to bottom. Among other features, Nextiva provides call center voice analytics software, allowing you to better understand the caller’s intent and how to handle specific phone calls.
Key Features:
- Real-time call monitoring, recording, and analytics
- Profound customer insights and customer service
- Center voice analytics software for voice interaction analysis
Price: Starts at $17.95 per user per month provided there are 100+ users and prepaid for 36 months
5. RingCentral
A reputable provider of commercial communication solutions, RingCentral offers call analytics services that give thorough call data and insights. Whether you want to increase caller engagement, call attribution, or conversion rates for a specific group of callers, you can do it with RingCentral at an affordable price and no hoop-jumping.
Key Features:
- In-depth call insights and data analytics
- Customer interactions and engagement analytics
- Universal solution for many call-reliant industries
Price: Starts at $20 per user per month if billed annually
6. Aircall
Aircall enables real-time call tracking, routing, analytics, and reporting alongside toll-free phone numbers and other call functionality. One of the most comprehensive call management systems on the market, Aircall has it all to establish a fully-fledged cloud-based call center with high conversion and customer satisfaction rates.
Key Features:
- Cloud-based phone system with advanced call analytics
- Real-time call monitoring, routing, and reporting
- Call center voice analytics software for voice interaction analysis
Price: Starts at $30 per license if billed annually, with a required minimum of 3 licenses
7. JustCall
JustCall is a call analytics solution to record call statistics, keep track of agent performance, and learn about consumer interactions. For contact centers, JustCall also provides voice analytics software. Among other features, the platform helps streamline your communication workflows and improve call routing and agent performance.
Key Features:
- In-depth call and agent performance tracking
- Voice analytics software
- Insights into customer interactions
Price: $19 per user per month if billed annually
8. 800.com
On top of toll-free phone numbers, 800.com specializes in call tracking and marketing campaign analytics to help you match calls to specific marketing efforts. The analytics software package includes speech analysis, so you can tie conversation and voice tone patterns to call performance.
Key Features:
- Marketing-focused call tracking and analytics
- Large base of toll-free phone numbers
- Speech analytics for marketing interaction
Price: Starts at $49 per month if billed manually, including 1 toll-free phone number
9. CallHippo
CallHippo provides a fully-fledged cloud-based phone system that covers call campaigns through and through. As a business, you can gain insights into customer communication patterns, traffic sources, agent performance, and more, as well as you can automate your call workflows.
Key Features:
- Cloud-based phone system with call analytics
- Call data and communication patterns analytics
- Speech analytics software for enhanced call analysis
Price: Starts at $0 per user per month for the basic package; you only pay for numbers
10. Dialpad
The call analytics software from Dialpad provides everything you need to analyze inbound calls at scale, including sentiment analysis, call transcriptions, and real-time call tracking. Dialpad’s interaction analytics call center software can help you understand the caller’s intent on the fly so your call agents can customize their service depending on the caller’s needs and wants.
Key Features:
- Real-time call monitoring and sentiment analysis
- Transcription services
- Interaction analytics call center software for comprehensive call analysis
Price: Starts at $15 per user per month if billed annually
Get Your Call Analytics Solution To Close More Calls
As different as call center analytics software solutions are, one thing doesn’t change: you need one if you want to know more about your callers, improve the caller journey, and, at the end of the day, convert more callers into satisfied clients.
The good news is that cloud-based call analysis software isn’t expensive, and you don’t have to develop one to cover your marketing needs. Companies like Phonexa, CallRail, Invoca, and others from the list are absolutely worth your attention if you want to close more sales over the phone by knowing in advance what your callers need and how you can serve them best.
This article was written in cooperation with Call-tracking.org