Market Research Report
2019 Call Tracking Product Report
|Published by||DMG Consulting LLC||Product code||890218|
Delivery time: 1-2 business days
|2019 Call Tracking Product Report|
|Published: July 17, 2019||Content info:||
This is DMG Consulting's inaugural Call Tracking Product Report. The Report provides a thorough and comprehensive analysis of this niche IT sector that 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 in delivering significant improvements in marketing efficiency and effectiveness, quantifiable increases in sales, and high levels of customer satisfaction.
DMG Consulting defines call tracking, fundamentally, as "software and analytics that are used to capture inbound call activity to determine the effectiveness of online (e.g., search engine optimization (SEO), social media, pay-per-click, web banners, mobile, etc.) and offline (e.g., TV/radio/print ads, billboards, trade show promotional items, etc.) marketing campaigns." In addition to tracking incoming calls, leads and sales conversions, featurerich call tracking solutions can calculate revenue generation, provide interactive voice response (IVR) functionality that can route and prioritize callers, integrate with customer relationship management (CRM) systems to increase leads, provide web-form tracking, call recording and speech analytics capabilities.
A call tracking solution can help businesses assess the end-to-end efficacy of their marketing programs. Call tracking is also a step in the customer journey, providing detailed insights into customers and their responses to marketing or other campaigns. The more sophisticated of these solutions leverage data from CRM systems and other third-party applications to deliver personalized customer experiences, which promote increased conversion rates and more satisfied customers.
Call tracking improves marketing effectiveness while also improving the perception of the contact center as an essential contributor to a business's bottom line. It gathers important details about customers and their buying preferences, and shares this data with the contact center, which can use it to optimize sales by routing calls to the most appropriate agent.
Call tracking supports the value of the voice channel for service, support and sales. DMG research has shown that voice remains the "go to" channel when customers have a serious issue that requires advice, consultation or immediate resolution. Call tracking shows that when a phone number is added to an online marketing campaign, sales increase.
The 2019 Call Tracking Product Report closely examines these highly valuable and increasingly popular solutions. The Report produces a detailed analysis of 5 vendors: Convirza, Freespee, Infinity, Invoca and Marchex. It explains how these solutions are being used, their benefits, and highlights best practices to help companies realize the greatest return from their investment.