Call tracking is the first step to gaining clarity from conversations.
It's vital for analysing your customer phone calls to generate revenue and reduce costs.
Infinity empowers businesses to sell more, streamline operational processes, and optimise marketing budgets. Infinity is a cloud-based call intelligence platform, and an integral part of the technology stack for marketing, sales, and contact centres.
Advanced call tracking technology also plays a pivotal role in measuring the true sentiment of your customer conversations. By understanding the context and feeling behind a call, the outcomes from your customer engagement will be greatly improved.
The only global call tracking provider
Based on customer demand, our industry leading call tracking product is available in over 75 territories globally.
This delivers an understanding of how calls are coming into your contact centre across the globe. Our ability to provide trusted local numbers means you also get a localised view of your marketing campaign's ability to drive sales over the phone in more territories than ever before.
Incorporating call tracking into your tech stack
We have worked with many clients, system integrators, business process outsourcers, and agencies who have a preference to use various other tools to review their performance and optimise their customer journeys. As a result, we've developed over 45 integrations with the world's leading tech providers in the areas of behavioural analytics, bid management, customer journey optimisation, CRM, contact centre technology, and various other systems.
What is call tracking?
Call tracking is the process of tracking phone calls by using a tracking number on all collateral, including your website, landing pages, emails, brochures to identify which are contributing to your business goals. Call tracking closes a loop between online and offline activity.
There are a few different types of call tracking that give you more or less visibility.
- What is basic call tracking?
One phone number is allocated to a source, typically one number per channel. This model will give basic visibility of where a call came from but won't give you any further insights or allow you to see your true return on investment.
- What is campaign level call tracking?
This is similar to the basic call tracking model but more numbers are used and are assigned to each campaign you run.
- Can call tracking connect outcomes to calls?
There are a mix of automatic and manual ways to track the outcome of a call back to the source. Our Conversation Analytics platform is the most advanced way of instantly cataloguing calls by scale, as it highlights calls where specific products, service requests, or payment details were mentioned.
- What is session level call tracking?
A unique call tracking number is assigned to a user for the length of their browsing session. This means you will not be able to identify the full visitor journey, or understand previous queries or issues that may inform your next conversation.
- What is visitor level call tracking?
Infinity provides this type of call tracking due to its clear vision of the full digital journey that leads to a call. Capture all interactions with your site across all visits (including sources, keywords, and channels) that occur before a visitor picks up the phone.
- Does call tracking connect to Facebook and Instagram campaigns?
Infinity's Facebook Ads integration ensures that you can identify when a customer has called you after engaging with your paid social activity on both Facebook and Instagram. As a Facebook Marketing Partner, we have shown that we have consistently achieved Facebook's rigorous standards for our product and service.