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.

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.

Call Tracking | Best Call Tracking Software for Business

How does call tracking software work?

Tracking phone calls is vital for analysing which marketing activities are making customers pick up the phone.

It works by enabling you to assign unique tracking numbers to your marketing campaigns. When a customer picks up the phone, you’ll be able to see which activity led to the call.

The best call tracking software for global businesses

Because we work with global businesses, we’ve made sure our product is available in over 75 territories worldwide.

This means you’ll understand how calls are coming into your business from all over the world. We provide trusted local numbers, so you’ll see which marketing campaigns are performing well and driving sales in specific geographies.

Integrating call tracking into your tech stack

We work with lots of clients, system integrators, business process outsourcers, and agencies. Every business will have preferences over the tools they use to review performance and optimise their customer journeys.

As a result, we've developed over 45 integrations with some of the world's leading tech providers. We work with businesses specialising in everything from behavioural analytics, bid management, customer journey optimisation, to CRM, contact centre technology, and various other systems.

Enterprise call tracking

Whether you want to drive revenue or reduce operational costs, the Infinity platform is a scalable answer.

SMB call tracking

For growing companies, unlocking the best results from marketing spend is a goal that will always pay off.

Track the calls you make as well as the ones you receive

With Infinity, you can track all the sales calls that come in and go out of your business. With outbound call tracking, you can prevent missed calls and callbacks from blowing holes in your attribution.

Unlock a larger source of insight and help agents better understand a caller's journey before they pick up the phone. The result? Conversion rates go up, and so does closed⁠-⁠won revenue.

What is call tracking?

Call tracking is the process of tracking phone calls in real‑time by using a tracking number on all collateral, including your website, landing pages, emails, brochures to identify which are contributing to your business goals. The Infinity platform closes a loop between online and offline activity.

Why use call tracking?

For a lot of businesses, phone calls are still an important part of the customer journey. Whether you’re in the travel industry, or work in utilities, being able to see what is driving your sales calls will massively help in optimising the end⁠-⁠to⁠-⁠end customer experience.

Understanding the end-to-end customer journey is key for any marketer looking to improve the experiences they deliver. Infinity platform gives complete visibility over every step customers take before they pick up the phone. Unlike tools such as GA4, tracking inbound and outbound calls paints the full picture, even when a customer goes offline when they call your business.

Marketers get rich insights into the campaigns, channels, and keywords customers interact with before they pick up the phone. By pairing call tracking with Conversation Analytics, Marketers also get insights into the sentiment of sales calls to further improve campaign performance, work with sales teams to drive more positive outcomes, and achieve better ROI.

Call tracking is an essential tool for every call centric business and it offers many benefits – way too many to pack into an FAQ section! If you’ve not got time to read a comprehensive breakdown of what call tracking is and how it will benefit you, here’s a top-level summary:

As well as helping plug attribution blind spots and calculate a much more accurate return on marketing investment, tracking inbound sales calls gives your agents a view of what customers were previously looking at.

Armed with this real-time intel, sales agents can tailor the phone call experience, offer relevant information and recommendations, which all go towards winning more upsell and cross-sell opportunities.

There are plenty of barriers to good customer experiences, so without visibility over what causes friction in the journey, it’s impossible to make improvements.

If you know when you have the highest influx of calls, you’ll know how many agents you need on-hand at any given time to average wait times to a minimum. Understanding what pages customer were looking at when they call you also goes towards improving the online journey.

Take that a step further with Conversation Analytics and understand the common queries and topics from call recordings. With this intel, you can work with the marketing team to streamline the online experience so customers can self-serve.

Call tracking

Call tracking enables you to see which campaigns, channels, and keywords make customers pick up the phone and buy.