Call Tracking is the process of monitoring and analyzing phone calls. In its early stages, it focused on tracking the origin of phone calls. Today, advanced Next Call Tracking systems offer much more advanced functionality, such as integrations with analytics platforms, intelligent call routing, keyword analysis of calls, IVR, automated SMS messaging, and an interface that allows business decision makers to benefit from clearly presented data.

How does Next Call Tracking work?

Call Tracking is a technology that assigns individual phone numbers to unique sources of contact – allowing you to track the effectiveness of each one. When a customer calls or sends a text message to a given number, the system records and processes a range of information, providing a real-time portion of valuable data. This information can be used to track the effectiveness of sales teams and marketing campaigns, identify trends in customer behavior, identify opportunities to improve the sales process and other individually defined tasks.

The platform offers advanced functionality, such as real-time statistics and reports, as well as Automatic Speech Recognition voice analysis, where continuous speech becomes text and stored conversations can feed intelligent language processing systems. The Next Speech Analytics Center transforms voice calls and messages into valuable data that helps understand caller behavior, preferences and signals.

Why implement Call Tracking analytics?

Customers who choose to contact you by phone bring in significantly higher revenues compared to interactions through electronic channels, (according to BIA/Kelsey data, by up to 10-15 times). Therefore, it is worth investing in improving the efficiency of telephone service, which directly translates into increased performance of this communication channel.