Microsoft announces Power BI Premium
Microsoft is expanding its business analytics and intelligence portfolio with the announcement of Power BI Premium. Power BI Premium is an extension of the company’s Power BI solution that provides improved performance for larger data volumes.
“Power BI was first made generally available in July 2015. Since then, Microsoft’s driving vision for Power BI has been to enable users across roles, disciplines and industries to sign up for the service in seconds and get business value by drawing insights from their data within minutes,” Kamal Hathi, general manager at Microsoft, wrote in a post. “Power BI Premium builds on the existing Power BI portfolio with a capacity-based licensing model that increases flexibility for how users access, share and distribute content.”
The new solution features expanded licensing flexibility, improved scale and performance, Power BI apps, extends on-premises capabilities, and provides embedded analytics. The solution also provides the Power BI Reporter Server, an on-premises solution for reporting.
In addition, the company announced it is improving the free Power BI service. Going forward, the service will provide the same functionality of Power BI Pro, but with limitations to sharing and collaboration features. Users will now be able to take advantage of the data sources, workspace storage limits, and higher refresh and streaming rates.
“Just as Power BI Premium simplifies large-scale BI deployments, today we’re also simplifying the distinction between Power BI Pro and the free service. While the free service is intended for personal use and Power BI Pro enables collaboration, we’ve received feedback that functional differences between them have created confusion for users,” Hathi wrote.
More information about Power BI Premium is available here.
The 5 Best Call Tracking Software (Low Spend, High Return)
Giving attribution to the marketing channels that bring in callers is a must for maximizing ROI. Call tracking software is designed to identify where callers come from, so you know which marketing strategies are working and which ones aren’t. By spending a little upfront, you can drive more revenue in the long run.
Top call tracking software comparison
Call tracking platforms come in all flavors, from basic and easy to advanced and powerful. Here’s a look at a few of the areas that make my top picks different from one another.
Best forStarting priceFree trialKeyword spottingIVRIntegrations CallRailBest overall$45 per month14 daysSome plansAdd-on33 + Zapier InvocaMulti-touch attributionCustom quoteDemo onlyAdd-onSome plansAdd-on WhatConvertsE-commerce$30 per month14 daysAll plansSome plans1,000+ CallTrackingMetricsCall center call tracking$65 per month30 daysSome plansAll plans46 + Make and Zapier InfinityOmnichannel tracking$199 per monthDemo onlyTop tier onlyAdd-on27 CallRail: Best call tracking software overall
Image: CallRail
When it comes to call tracking software that truly has it all, it’s hard to beat CallRail. It offers streamlined call attribution, so you know exactly how callers find you and you can quickly compare channels side-by-side to see which campaigns have the most impact.
Why I chose CallRail
CallRail helps you track every touchpoint in the marketing funnel. With visitor-level tracking, you can see what happens before someone calls your business from a deeper, big-picture perspective. And with advanced analytics, you can ensure your decisions are always fueled by 100% objective data. This, along with IVR analytics, is a potent combination. Despite its power, CallRail is one of the more affordable options on my list.
Pricing Call Tracking: $45 per month + usage. Call Tracking + Conversation Intelligence: $90 per month + usage. Call Tracking + Form Tracking: $90 per month + usage. Call Tracking Complete: $135 per month + usage.
All plans include five free local numbers, 250 local minutes per month, and 100 text messages per month. Plans with form tracking include 1,000 submissions and those with transcriptions include 7,500 complimentary minutes.
SEE: Why Career Road Maps Attract and Retain Support Technicians (TechRepublic Premium)
Each additional local number is $3, extra local minutes are $0.05 each, toll-free numbers are $5, toll-free minutes are $0.08, and extra texts are $0.016 each.
Features Simple call attribution. Custom menus and call routing. Call recording and scoring. 7,500 free transcription minutes. AI-driven conversational intelligence. Dynamic number insertion. Detailed analytics. CallRail provides a detailed timeline view. Image: CallRail Pros and cons ProsCons Local numbers are cheap.Second-most affordable option.Cutting-edge conversational intelligence.Easy to connect leads with the right people.Data for virtually every customer touchpoint.Many integrations cost extra.Limited customization options.White labeling is limited to higher tiers. Invoca: Best for multi-touch attribution
Image: Invoca
While most call tracking tools offer multi-touch attribution, it’s Invoca’s bread and butter. Understanding every touch point is key to a higher volume of quality leads and getting the most of your marketing budget — working with a provider that specializes in it gives you all of the top-tier tools you need to do it well.
Why I chose Invoca
I’m impressed with how Invoca uses advanced AI to instantly measure the quality of each lead. Using Signal AI, which features cutting-edge voice biometric technology, you can distinguish casual callers from those with a strong likelihood of buying. From there, you can decide who to prioritize. I also like that it makes it easy to recover lost sales opportunities. Say someone has serious intent to buy calls but you don’t answer — Invoca will notify a manager so you can follow up right away.
Pricing
Invoca offers custom pricing. For brands and agencies, there are three plans:
Pro: 6,000 annual minutes and 5 custom signals. Enterprise: 12,000 annual minutes and 50 custom signals. Elite: 18,000 annual minutes and 100 custom signals.
Each plan also comes with different features. As you go up to higher tiers, you get more of the add-ons at no extra cost. There are also pay-per-call and affiliate marketing plans for performance marketers, including:
Performance Professional: Standard features + campaign management and payouts. Performance Enterprise: Dynamic routing, advanced IVR, and whisper.
You can enhance either plan with AI, QA, customer journey, and integration add-ons.
Features Robust multi-touch attribution. Ability to set custom signals. Full journey tracking add-on. AI analytics to measure lead quality. Pay per call (not per minute). Custom IVRs and call flows. Customizable real-time alerts. AI-powered QA and scorecards. Agent coaching options. Invoca provides you with a sales call dashboard to keep up with the performance of your sales team. Image: Invoca Pros and cons ProsCons Powerful end-to-end attribution.Advanced conversational intelligence and analytics.Ability to recover lost sales.Tons of AI-powered functionality.Custom signal creation.No pricing transparency.Steeper learning curve.Integrations are an add-on. WhatConverts: Best for e-commerce
image: WhatConverts
WhatConverts works well for call, chat, text, and form tracking. It also integrates with numerous e-commerce platforms, including WooCommerce, Shopify, Squarespace, and BigCommerce. That, paired with its ability to append marketing data to orders for full context into the customer journey, makes it a great choice for e-commerce stores.
SEE: 6 Best Contact Center CRM for 2024 (TechRepublic)
Why I chose WhatConverts
It goes beyond call tracking, covering additional channels that matter for e-commerce. On top of that, its local numbers are cheaper than others, it includes unlimited users on every plan, and it comes with complete lead management capabilities no matter what you pay.
Pricing Call Tracking: $30 per month. Plus: $60 per month. Pro: $100 per month. Elite: $160 per month.
Every plan includes $30 of free usage credits and a 14-day free trial to see if it’s right for you. Every plan offers what you need to track calls for a single business, which is great. The higher you go, the more channels you can track and the more intelligence tools you get.
SEE: Nextiva vs RingCentral (2024) – Which One Is Best for Your Business? (TechRepublic)
There are also dedicated plans for agencies with unlimited accounts so you can use them to track calls for as many clients as needed. These plans include:
Plus: $500 per month (includes a $250 free usage credit). Pro: $800 per month (includes a $300 free usage credit). Elite: $1,250 per month (includes a $400 free usage credit).
Each tier covers call, form, text, and chat tracking. Local numbers for agencies are the most affordable I’ve seen, at just $1.75 each. However, white labeling the solution is an additional $50 per month.
Features Instant phone number setup for call tracking. Track texts, calls, form submissions, and calls. Built-in call transcriptions. Dynamic number insertion. PPC campaign tracking. Keyword tracking. Report builder and scheduled reports. Customer journey tracking. Bing and Google Ads integrations. Track your customer journey with WhatConverts. Image: WhatConverts Pros and cons ProsCons Various features are great for e-commerce stores.Affordable pricing with free credits.Quick setup with user-friendly interface.Unlimited users on every plan.Integrations don’t cost extra.May be difficult to scale.Agency plans are expensive.IVR is only available on some plans. CallTrackingMetrics: Best for call center call tracking
Image: CallTrackingMetrics
CallTrackingMetrics is great for lead management and advanced call routing capabilities, making it a solid choice for contact centers. Not only can you seamlessly assign attribution to each call, you can simultaneously qualify leads and close more deals. Plus, there are built-in coaching features that allow you to maintain call detail records so you can review calls and provide agents with scores to quantify their performance.
Why I chose CallTrackingMetrics
I was initially put off by the high price tag but came around once I realized how powerful CallTrackingMetrics can be for the right teams. It can help improve sales efficiency with lead qualification capabilities, a smart dialer, and real-time monitoring, which aren’t usually available with simpler call tracking tools.
Pricing Marketing Lite: $65 per month + usage. Marketing Pro: $149 per month + usage. Sales Engage: $274 per month + usage. Enterprise: $1,999 per month + usage.
Every plan includes unlimited users, manual call scoring and tagging, call and text attribution, IVR routing, recording, and basic integrations. As you upgrade to higher tiers, you’ll get AI capabilities, web form tracking, white label options, lead triggers, auto dialing, and dynamic call scripts.
SEE: How to Record a Phone Call on Android in 5 Ways (TechRepublic)
It’s one of the most advanced options on the list, which is reflected in its higher price tag.
Features Comprehensive call, text, form, and chat tracking. Call recording and IVR routing. Workflow, scoring, and analytics triggers. HIPAA and GDPR compliance. Smart Dialer for outbound productivity. Live coaching tools. Real time dashboards. Performance reports. Use automated call routing from CallTrackingMetrics to send the hottest leads to your best agents. Image: CallTrackingMetrics Pros and cons ProsCons One of the most powerful call tracking tools on the market.Intelligent lead management, a Smart Dialer, and real-time monitoring.Full range of reporting and analytics.Unlimited users on every plan.Support for white labeling and sub-accounts on some plans.Advanced features have a steep learning curve.It’s more expensive than others.Can feel overwhelming. Infinity: Best for omnichannel tracking
Image: Infinity
Most call tracking software platforms allow you to track multiple channels. But if you truly want a holistic overview of where your callers are coming from and how the pieces fit together, it’s hard to beat Infinity. Your website, search engines, videos, landing pages, webinars, emails, and even e-books can all be easily tracked with this platform. While it may not have the same volume of features as other call tracking software, the ability to track virtually every channel you can imagine is what makes it shine.
Why I chose Infinity
With it, you’ll be able to see what led to a conversion. But it goes further than that — you can also see what happened before that as well as what happened after. Say a caller heard about you through one of your PPC campaigns, clicked on your landing page, visited your website for more information, and went to your contact page to call you. After the call, they went back to your website to do more digging. You’ll know exactly where they went and what they saw every step of the way.
Pricing Essentials: $199 per month + $0.20 per call. Pro: $299 per month + $0.15 per call. Enterprise: Price available on request.
Rather than charging per minute like other call tracking tools, you can have longer conversations without paying the price since you pay per call. Infinity offers targeted plans for marketers, sales, contact centers, customer service, and compliance teams.
SEE: What Is the Best Dialer for My Call Center? (TechRepublic)
Each one is optimized around the use case, with different features being available at different tiers.
Features Custom scorecards. Set call and website goals. Advanced conversational analytics. Smart Match technology. One month of call recording storage. Whisper, rating, and blocking available. Dial plans and IVR add-ons. Find out what led to the customer calling with Infinity’s touchpoints. Image: Infinity Pros and cons ProsCons Optimize the end-to-end customer journey and track every touchpoint.Robust intelligence and conversational analytics.Incredibly detailed attribution.Smart Match for smarter sales.Pay per call instead of per minute.Expensive entry-level plans.IVR is an add-on on every tier.No free trial. More about VoIP How do I choose the best call tracking software for my business?
I recommend working backwards — start with understanding your customer journeys and what channels they use to find your business. This should include every channel you’re currently using, from e-books and your website to affiliate marketing and PPC campaigns.
From there, you can immediately narrow your choices based on the attribution channels you need to keep track of. At this stage, I also suggest taking an honest look at what you can afford.
Can you realistically raise the cost of customer acquisition and still make a profit? If so, how much? This is an important consideration when defining your budget.
Once you’ve narrowed it down to a few providers, you should schedule demos and free trials to see how they work and make sure they can do everything you need. At this point, it’s mostly a personal preference as to which interface you prefer.
Methodology
The main reason I chose these particular brands is because they all provide accurate call attribution across a wide range of channels. While the features and pricing vary, they all deliver real value.
More specifically, I looked at:
Price: I identified how much it costs per month to use call tracking software. Free trial: Most products offer at least a 14-day free trial, while others offer as much as 30 days. Features: Besides call attribution, I examined the full scope of features, such as conversational intelligence and call transcription abilities. Trackable channels: Most platforms cover the basics like the web, paid ads, and social media. However, some are more extensive and include videos, podcasts, and more. Attribution capabilities: I looked at the overall level of depth and accuracy of attribution. Lead scoring: Some products include lead scoring, which helps identify high-quality leads so they can quickly be routed to team members. Analytics: All platforms have some form of built-in analytics, but I only included those with advanced analytics that are still user-friendly.
Microsoft announces Power BI Premium
Microsoft is expanding its business analytics and intelligence portfolio with the announcement of Power BI Premium. Power BI Premium is an extension of the company’s Power BI solution that provides improved performance for larger data volumes.
“Power BI was first made generally available in July 2015. Since then, Microsoft’s driving vision for Power BI has been to enable users across roles, disciplines and industries to sign up for the service in seconds and get business value by drawing insights from their data within minutes,” Kamal Hathi, general manager at Microsoft, wrote in a post. “Power BI Premium builds on the existing Power BI portfolio with a capacity-based licensing model that increases flexibility for how users access, share and distribute content.”
The new solution features expanded licensing flexibility, improved scale and performance, Power BI apps, extends on-premises capabilities, and provides embedded analytics. The solution also provides the Power BI Reporter Server, an on-premises solution for reporting.
In addition, the company announced it is improving the free Power BI service. Going forward, the service will provide the same functionality of Power BI Pro, but with limitations to sharing and collaboration features. Users will now be able to take advantage of the data sources, workspace storage limits, and higher refresh and streaming rates.
“Just as Power BI Premium simplifies large-scale BI deployments, today we’re also simplifying the distinction between Power BI Pro and the free service. While the free service is intended for personal use and Power BI Pro enables collaboration, we’ve received feedback that functional differences between them have created confusion for users,” Hathi wrote.
More information about Power BI Premium is available here.
Best CRM software of 2024
The best CRM software will integrate with almost every aspect of your business, helping you track customer relations, streamline processes, and boost sales. Many though also offer adjacent functionalities such as email marketing or helpdesk, fueled by the rise of AI.
But with countless CRMs to pick from, it can be difficult to know which one is right for your business. We have spent hundreds of hours testing the best CRMs on the market, now we have created this guide to help you find the ones that perfectly meets your needs.
Our experts have unpicked the main features and benefits of each platform we have reviewed and outlined the best solutions on the market for all business types. So, whether you are looking for the best CRM for small business or seeking out the best free CRM, we have what you are looking for.
Our top 3 best CRMThe best CRM software of 2024 in full:
Why you can trust TechRadar We spend hours testing every product or service we review, so you can be sure you’re buying the best. Find out more about how we test.
Best overall
(Image credit: Salesforce)
Best overall CRM
Specifications
Price: From $25 per user/mo
Free plan: No
Trial: 30 days
Support: Email ticketing and phone
Reasons to buy+
All-in-one functionality
+
Advanced customization
+
30-day free trial
+
Upfront pricing
Reasons to avoid-
Pricier than the competition
–
No free plan
–
Support requires login
Salesforce is a global leader in CRM, with advanced, customizable functionality, user-friendly design, and outstanding reporting tools. They proudly state on their website that “98% of customers meet or exceed their ROI goals” which is quite impressive.
The main CRM core is Salesforce Sales Cloud, which can be integrated with Marketing Cloud for email automation or with Einstein Analytics for AI-powered business intelligence, among others. While the lower Sales Cloud tiers are comparable with those from Zoho CRM or Apptivo, it’s the Enterprise Plan, or the even higher Unlimited Plan’s features that justify the higher prices.
These upper plan features include Workflow Approval and Automation, which can automate standard business processes, and Sales Teams that can designate the members of the team to work on the individual deal. Furthermore, on top of pipeline management, call and email logs, and customizable contact management, Enterprise plans and above include advanced reporting and prediction, app development, full sandbox, sophisticated process automations, and external system integrations via web services APIs.
The cost of Salesforce can get expensive on the upper tiers, considering that it is billed per each individual user. While there is also no free tier, we do appreciate the 30-day free trial that is available without a credit card, and does not require any software download. Another benefit is that the pricing is upfront, transparent, with a long list of features designated by the plan for ease of comparison.
In use, Salesforce Sales Cloud is intuitive and focuses on getting your leads over the line, but you can customize a significant part of your interface to suit your team’s needs, from dashboards to reports and contact forms. The support requires a login to connect directly. We did find the sales number in multiple places, but not any support number or email, giving us pause on any potential difficulty for direct communication should the need arise. Furthermore, there is a help area of the website with self-help content via a searchable database.
In large organizations, the app development and sandbox features can help make teams even more productive by customizing permissions and workflows across territories, customer verticals, and sales funnel stages.
Read our full Salesforce Service Cloud review.
Best for midsize businesses
(Image credit: Workbooks)
Best for midsize businesses
Specifications
Price: From $34 per user/mo
Free plan: Yes (up to 2 users)
Trial: 30 days
Support: Email, phone, Knowledge Base
Reasons to buy+
Involved and supportive onboarding
+
Low price for the number of features
+
Free consulting days
+
No credit card required for free tier
+
Free 30-day trial
Reasons to avoid-
Free version limited to two users
–
Choice limited to only two paid tiers
–
No large third-party app marketplace
Workbooks is an excellent CRM for midsize businesses, offering solutions for customer service, sales, marketing, and operations teams.
Its primary differentiator is its Shared Success program, which gives customers access to free consulting hours, along with annual workshops to ensure that Workbooks continues to align with a client’s business goals.
Workbooks lacks a diverse third-party app marketplace or developer community, unlike competitors such as Salesforce and HubSpot. Therefore, it might not be the best choice for users who require a large number of third-party customizations.
In addition, its free version is limited to only two users and has fewer features, which could make it less appealing to very small businesses. It also requires a business email, along with a phone number to sign up, but it does not require a credit card.
Paid tiers for this offering are limited to a choice of two: the lower one called CRM, and the higher one, Business. Each one costs a monthly fee for each user, and we note the lack of a volume discount for multiple users, and also the inflexibility in pricing that the only option is to pay annually, while other services offer a month-to-month price with an annual discount. We like the 30-day free trial, but keep in mind that there are a myriad of additional features available, each with a monthly cost that with several chosen, the cost can add up quickly. These additional cost features include multilingual, multi-currency, web analytics and intelligence, and audit trail among many others.
Overall, we think Workbooks is a fantastic CRM platform when used for its intended purpose – providing CRM software solutions to midsize organizations.
Read our full Workbooks review.
Best for start ups
(Image credit: Hubspot)
Best for free functionality
Specifications
Price: From $45 per two users/mo
Free plan: Yes
Trial: 14 days
Support: Live chat, phone, online meeting
Reasons to buy+
Powerful free CRM core
+
Website marketing integrations, including ad management
+
Free tier
+
Annual payment discounts
Reasons to avoid-
Marketing contacts limited to 2,000 on non-enterprise plans
–
Limited reporting functionality
–
Expensive beyond the free tier
HubSpot actually takes the #2 spot in our guide to the best CRM for startups, being beaten to the top position by Salesforce. However, HubSpot is a worthy competitor, beating Salesforce in some key areas. The platform earns its spot as best for start ups on this guide primarily due to its powerful free plan, offering starts ups a cost-free way to roll out a CRM during their fledgling days.
While several CRM providers offer free plans, none are as functional as the one from HubSpot CRM. The basics are well covered, including contact management, call and email logs, deal pipeline, and integrations with apps including Slack and Gmail. It even includes email scheduling, and Facebook Messenger integration-features that we did not expect at this level.
On paid plans, the core CRM is enriched with features from HubSpot’s Marketing, Sales, and Service Hubs, which then integrate nicely across these different offerings. With the marketing functionality, you can generate pop-up forms, chatbots, and ad retargeting on your website, as well as automate and track email campaigns. Premium sales features include deal assignment automation, customizable reports, and intelligent lead scoring to help focus your team’s efforts.
The biggest obstacle is that the contacts you can market to – for example, via bulk emails or ads – are limited to 2,000 on all plans apart from Enterprise, which has a limit of 10,000. However, you can store and track up to 1 million prospects.
While enviable, HubSpot’s combined sales and marketing functionality comes with a steep price. Moving up from the free tier gets us to the Professional tier at a cost of $450/month. While it does support 5 users at that price, has a product library and forecasting, and supports eSignatures, that price point may be a barrier for smaller businesses. We think it is a missed opportunity that there are no additional tiers of plans to choose from, with an appropriately lower price of entry.
Read our full HubSpot CRM review.
Best for small business
(Image credit: Freshsales)
Best for small business
Specifications
Price: $15 per user/mo
Free plan: Yes
Trial: 21 days
Support: Phone and email (Mon-Fri)
Reasons to buy+
Intuitive, user-friendly interface
+
Strong sales features, including built-in phone
+
Free tier and 21-day free trial for paid tiers
+
Direct support options
Reasons to avoid-
No business card scanning tool
–
No internet-scraping lead generation feature
Freshsales works best for small to medium businesses that prioritize ease of use over advanced customization.
Its desktop and mobile interface is highly intuitive, including quick access to contact records and communications, and drag-and-drop Kanban-style boards for sales pipeline management. Its intelligent assistant tool, Freddy AI, can also help suggest which deals to close and how if you give it sufficient historical data to work with.
Its main focus is on sales team productivity and deal closure. You can integrate your email client – including Microsoft Outlook and Gmail – into the software, enabling you to create email templates, send bulk emails to prospects, and log incoming and outgoing messages. It is also designed to integrate with other tools including PayPal, DocuSign, Slack and Intuit Quickbooks for a streamlined workflow.
Furthermore, there’s an in-built calling tool with a recording feature that automatically updates customer communication records. We also like that when it comes to support, there is a toll-free number, along with a direct email for getting directly in touch should the need arise for some help.
Freshsales CRM is limited in terms of lead generation tools, such as business card scanners. It does, however, feature customizable web forms, capturing lead data from your website and automatically assigning sales leads. Other features include several thousand Bot sessions per month depending on the plan, a visual sales pipeline, and Contact Lifestyle management.
There are four plans: a free tier, and three paid tiers. The free tier, while it has its limits, does still have 24/5 support, along with a mobile app. Paid tiers progressively add more features up to the top Enterprise plan with a dedicated account manager, audit logs, and AI-based forecasting insights.
Read our full Freshsales review to learn more about the sales-focused CRM; our Freshdesk review to find out about its customer engagement CRM; our Freshmarketer review to learn about the marketing CRM element; and Freshservice to discover its IT support CRM.
Best for collaboration
(Image credit: Apptivo)
Best for business collaboration
Specifications
Pricing: From $10 per user per month
Free plan: No
Trial: 30 days
Support: Email and Telephone
Reasons to buy+
Affordable
+
Very customizable
+
Intuitive interface
Reasons to avoid-
Difficult to set up
–
Integrations need improvement
Apptivo is a comprehensive platform for business management and collaboration, with a CRM tool included. The Apptivo CRM is famous for its simplicity and scalability. It has a minimal and uncluttered interface that makes it easy to navigate. It’s also very customizable; you can create your unique views, fields, and layouts to simplify your business workflow. Most of the customization occurs with a drag-and-drop workflow, which makes it easy to implement.
This CRM has a mobile app that enables you to manage your sales leads on the go. You can do this from anywhere with your smartphone, especially where it’s uncomfortable to use your workstation, e.g., during a commute.
Apptivo has integrations with many other tools to help customers improve their workflow. For example, its integration with Google’s G Suite and Microsoft’s Office 365 makes it easy to send invitations to customers or potential clients outside an organization. Yet, we observed customer complaints about Apptivo’s integrations being difficult to implement and work with.
With this CRM, you can create and manage leads for your business with ease. You can also use the activity tracking tool to manage your routine tasks and ensure you or your colleagues don’t fall behind on important tasks. You can get a detailed overview of your notes, emails, calls, scheduled meetings, follow-ups, etc. The contact management tool enables you to track all your contacts in one centralized dashboard and reach out to them when need be, and you can also do the same for your customers.
A major advantage of using Apptivo is that it’s more than just a CRM tool. It has many other useful products for businesses, such as an email marketing tool, an invoicing and billing tool, a procurement management tool, etc. However, these tools aren’t free; you’ll need to pay for them in addition to your CRM bill.
Read our full Apptivo review.
Best for project management
(Image credit: monday.com)
A winning combination of clever tools and accessible features
Reasons to buy+
Attractive interface
+
Useful project visualization tools
+
Supports integrations with other platforms
+
Encourages transparency and accountability
Reasons to avoid-
Expensive if you have a large team
–
Lacks advanced task tracking features
Monday.com is a dedicated project management system designed to give you a flexible and transparent way to organize your work. With a highly visual scheduling interface and customizable workflows, Monday.com adapts to the unique way members of your team approach their projects.
There are four different levels of Monday.com membership: Basic, Standard, Pro, and Enterprise. Prices vary depending on the number of user accounts you require, with the cheapest memberships only allowing you to add two users and top-end options supporting more than 200 accounts.
Monday.com is the ideal project management tool for anyone looking for an accessible system that their team will actually use. Unfortunately, some important features, like calendar views, are only available with its more expensive subscriptions. All the same, Monday.com stands out for its slick design and adaptable third-party integrations.
Read our full Monday.com review.
Best for business tool integration
(Image credit: Zoho)
Best overall toolkit
Specifications
Price: From $14 per user a month
Free plan: Yes
Trial: 15 days
Support: Email (Mon-Fri)
Reasons to buy+
Integration with the Zoho suite
+
Social media lead generation
+
Workflow automation and customization
+
Free trial
Reasons to avoid-
Steep learning curve
–
Limited customer support
–
Lacks free tier
We think Zoho CRM would work well for most people who are looking for a sales management solution. It does all the basics well – contact and pipeline management, communications tracking, workflow automation, and reporting. Further improving its reputation is that it is trusted by about 250,000 businesses worldwide, such as Suzuki, Bose and Purolite.
But its added value is in integrating with other apps from the Zoho sales, marketing, and project management suite, including Zoho Invoice and Zoho Campaigns, which can input valuable prospect data into your pipeline. Moreover, Zoho CRM can scrape contact details from social networks and scan business cards, making it a powerful lead-generation system.
In use, the product is highly customizable: you can add fields to contact records, create lead assignment rules, and even personalize the look and feel of your CRM interface to maximize internal usage. Reporting and analytics features are also strong, including customizable performance reports and visualization tools.
Unfortunately, there is no free tier, but there is a free trial that can last for 15 days. While it does not require a credit card, it does need a work email and phone number, and any of the tiers can be tried. The entry-level plan, known as Standard features advanced functionality with multiple currencies, advanced filters, sales forecasting, and multiple pipelines. On higher tiers, the Enterprise and Ultimate plans, you get the Zia AI feature, which recommends what leads to focus on and what emails to write, as well as how to assign workflow. There is also flexibility in payment, whether month to month or alternatively for a discount, annually.
Read our full Zoho CRM review.
Best for email marketing
(Image credit: Keap)
Best for email marketing
Specifications
Price: From $40 per user/month
Free plan: No
Trial: 14 days
Support: Online chat, phone, community
Reasons to buy+
Unlimited email marketing
+
Worflow automation
+
Very easy to use
+
Choice to pay monthly or annually
Reasons to avoid-
Limited contact storage
–
Limited reporting
–
Free trial too short
Keap is not your typical CRM software. Its combined set of features blurs the line between sales and marketing, with native payments, appointment booking, and email marketing functionality built on top of a core contact and pipeline management system.
Keap helps you convert leads through advanced marketing campaigns and save time through workflow automations and payment integration. Features include lead & Client management, sales pipeline, and analysis, text marketing, and email marketing. A straightforward interface and generous support options make Keap highly accessible even for the most novice CRM users.
Unfortunately, Keap does not have a free tier, and while there is an offer of a free trial, it is limited to only 14 days, which is shorter than some of its competitors. The paid tiers are only two: Pro and Max. However, each tier includes a certain number of contacts, 1,500 on the lower tier by way of example, and only 2 users for the subscription fee. Adding contacts beyond that come at an additional cost, and the same situation for additional users, although it is less expensive than getting another individual subscription so at least there is a discount of sorts.
With Keap, you can get started straight away and reap benefits from email campaigns and automated triggers without a huge learning curve.
Read our full Keap review.
Best for automation
(Image credit: Insightly)
Best for project management
Specifications
Price: From $29 per user/mo
Free plan: Yes
Trial: 14 days
Support: Email and phone (at additional cost)
Reasons to buy+
Integrated project management tools
+
User-friendly interface
+
250+ app integrations available
Reasons to avoid-
No live support options included with plans
–
Inbuilt telephony feature costs extra
–
Lacks free tier
Insightly is a great CRM system for managing complex sales pipelines, as you’re able to customize contact data fields, sales funnel stages, and more.
Workflow automation, including scheduling emails when sales stages change, can save a lot of time and refocus team efforts on nurturing relationships. The CRM offering has three tiers, but all of them are paid, and there is no free tier.
Another strong point is its integration capabilities: contact sheets can integrate social media posts, while communications can be drawn from Mailchimp, Microsoft Outlook, and other programs.
Also, Insightly’s reporting function can work with Microsoft Power BI to create advanced custom dashboards and reports, helping you measure and plan your sales productivity.
That said, lead generation features are slim: while Insightly features a mobile business card scanner, it’s not able to scrape the internet for new leads. We do like the Insightly mobile smartphone apps, which integrate well with features such as mobile voice notes, and the aforementioned mobile business card scanner. You don’t get much hand-holding, either: Insightly’s plans include only email and knowledge base support, and phone assistance has an added cost.
Read our full Insightly CRM review.
Best for communication
(Image credit: Bitrix24)
Best for communication
Specifications
Pricing: From $49 per user per month
Free plan: Yes
Trial: 30 days
Support: Email, live chat, and Telephone
Reasons to buy+
Supports unlimited contacts
+
Free version available
+
Multi-channel communication
Reasons to avoid-
Steep learning curve
–
UI needs improvement
Bitrix24 is an all-in-one CRM platform that does much more than generate and manage leads. Apart from that, you can use it to automate your workflows and monitor the activities of your sales representatives with ease. You can also run marketing campaigns and build landing pages to entice leads using this platform.
Bitrix24 offers a mobile CRM platform that you can use to manage clients on the go. This mobile app gives you access to the features you’ll normally find on the website. For example, you can use the sales funnel tool to get a breakdown of your sales results and track KPIs to see if your sales team is reaching its targets. You can also use chat or video calls to communicate with clients and leads.
This platform provides the tools that let you capture a lead and convert it into a customer. You can use the free website templates to build landing pages and collect contact information from leads. Afterward, you can start communicating with them to convince them to become a customer. You can build your custom sales pipeline with stages specific to your product and manage all your leads from a centralized dashboard.
The main drawback of using Bitrix24 is that its interface isn’t as smooth and easy to navigate as some other CRM tools on this list. There’s a steep learning curve to follow if you want to get familiar with the platform either as an end user or administrator.
Read our full Bitrix24 review here.
Best for user experience
(Image credit: Pipedrive)
Best for user experience
Specifications
Pricing: From $10 per user per month
Free plan: No
Trial: 14 days
Support: Email and live chat
Reasons to buy+
Very easy to use
+
Affordable
+
Customizable sales pipelines
Reasons to avoid-
No free version
–
Reporting needs improvement
–
No phone support
Pipedrive is a cloud-based CRM tool that’s younger than many on this list; it was founded in 2010. Yet, in a relatively short while, it has amassed a user base of over 100,000 businesses around the globe. The platform boasts of being “designed by salespeople, for salespeople”.
Pipedrive makes it easy to set up a sales pipeline for your products and services and follow up on different steps of the pipeline to close a sale. You can create the stages for your pipeline by yourself or use an existing template to make it easier. You can add deals or import them from a spreadsheet or from an external CRM into the pipeline.
If you’re dealing with many leads, you’ll like that Pipedrive lets you set automatic alerts and reminders to ensure you’re on top of your deals. You can also update your sales forecast each time you progress through a deal to reflect your organization’s expectation for increased sales.
A unique thing about Pipedrive is that it incorporates artificial intelligence (AI). There’s an AI-powered Sales Assistant that helps you decide what to do to close your deals and automate mundane tasks. For example, the assistant can analyze your sales actions and suggest methods to make your workflow smoother. It can track email opens and community discussions and give you activity reminders to keep you attuned to your deals.
A major drawback of using Pipedrive is that there’s no free version. However, you can take advantage of the 14-day free trial period to test its features before making your final purchase decision. Besides, Pipedrive is one of the most affordable CRM tools, starting at just $10 per user per month, compared to a rival like Salesforce which starts at $25 for the same period.
Read our full Pipedrive CRM review.
The best CRM software comparedSwipe to scroll horizontallyCRM softwareScoreLowest monthly feeFree versionKey featuresSupportSalesforce5$25 per user30-day free trialSophisticated workflow automation; Enterprise app developmentEmail ticketing and toll-free phoneWorkbooks5$34 per userFree plan; 30-day free trialCoaching program, supportive onboardingEmail, phone, knowledge baseHubSpot4.5$45 per two usersFree plan; 14-day free trialCombined sales and marketing workflow; Website usage analyticsLive chat, phone, and online meeting supportFreshsales4.5$15 per userFree plan; 21-day free trialDeal management AI; In-built calling toolPhone and email support, Mon–FriApptivo4.5$10 per userFree starter planUnique bundled series of apps; customizable and scaleable24/7 support via email and live chat; live phone support on weekdays.Zoho CRM4$14 per userFree plan; 15-day free trialLead generation through website scraping; Deal management AIEmail support, Mon–FriKeap4$40 first user then $30 per user14-day free trialUnlimited email marketingOnline chat, phone, communityInsightly4$29 per userFree plan; Two-week trialDatabase and workflow customization; Powerful reporting integrationsEmail support only; Premium phone and training support costs $1500/ yearBitrix244$39 per monthFree planComprehensive commnuications platform; website builderLive chat; knowledge baseMonday.com4$8 a seat per monthFree for individualsVisual project management; accessible systemKnowledge base; live chat, email, callPipedrive3$14.50 per user per month14-day free trialUser friendly; easy-to-use for small businesses24/7 email and chatHow we tested the best CRM software
When we review CRM software, we look at indicators including feature set, interface and ease of use, plans and pricing, and support options.
A high level of automation capability in managing leads, deals, and workflow is an example feature that could contribute towards a high score. Another important strength would be a desktop and mobile interface allowing quick, intuitive access to basic features.
We look at pricing plans and competitors to check whether higher subscription prices are warranted by features you can’t find elsewhere in the market, or whether a good deal could benefit those with lower budgets.
Generous customer support options are also prioritized, especially for CRM software which may come with a steep learning curve.
Read how we test, rate, and review products on TechRadar.
How to choose the best CRM for you
Wondering how to pick the best CRM for you? Here is what to look out for:
Features
The focus of each CRM software solution varies from project management tools to marketing automation to lead generation, so look for the specs that fit your requirements.
Take time to assess the features list and see how many will work for you and your business. Many CRM platforms offer a free plan or free trial, this can be an excellent way to really get to grips with whether a CRM offers everything you need.
Price
Price can play a major role in which CRM you choose. Research the plans on offer from the CRMs that meet your needs. Some CRMs offer a free plan, but these can be limited in what they offer.
When possible, pick a plan that gives you everything you need, but not one where you are paying for features or limits that you won’t use.
Although you may not be using it straight away, it can also be worth assessing higher tier plans that are on offer from your CRM of choice. As you grow, knowing there are affordable plans available will save you considerable time and effort migrating to a different platform.
Integrations
CRMs are all about speeding up business processes. Finding a CRM that seamlessly integrates with your other business tools, or offers integrations with tools you would benefit from, can save you considerable time and money.
Best CRM software FAQsWhat is a CRM?
Let’s start with the basics: CRM helps you manage relationships with business prospects, close deals, and make your internal resources more productive.
In practice, it enables you to do the following:
Store data about your contacts, including names, job titles, emails, and phone numbers.Assign and track workflow tasks to sales teams, such as sending follow-up emails, writing business proposals, and tracking invoices.Analyze and improve the effectiveness of sales and marketing activities through generating custom reports, forecasting future revenue, and anticipating sales bottlenecks.
Many CRM solutions, such as Salesforce above, offer desktop and mobile apps. (Image credit: Salesforce)
Without a CRM solution, you’d be doing significant manual work to store, track, and interact with contacts, and the sales pipeline would be more sluggish without automation or reminders.
Many CRM solutions can integrate with software including Microsoft 365, Google Workspace, Slack, Mailchimp, and business intelligence programs such as Microsoft Power BI.
Populating your CRM database with customer data from elsewhere tends to be seamless: most providers allow imports from spreadsheets or contact apps such as Google Contacts.
How does CRM software integrate with the sales pipeline?
Here’s a quick example: Someone in sales could begin by scanning a prospect’s business card, then create a follow-up task, log a phone call, send an email campaign, see recent social media posts, close a deal, and track the status of the project—all in the same software solution. This is how CRM integrates with the sales pipeline.
How much does the best CRM software cost?
CRM software is usually priced as a monthly or yearly subscription, with plans varying in feature complexity. Usually, the quoted price is per user, unless stated otherwise.
Many vendors offer unlimited free tiers, while paid plans grow in functionality from Starter to Professional to Enterprise. Sometimes, add-ons come at an extra cost; for example, phone credits, premium support, or access to automated marketing tools.
The first paid tier in CRM software, which generally works well for small businesses, tends to be between $8 to $29 a month per user, charged on a yearly basis.
Mid-tier plans fit growing businesses and are priced between $20 to $75 a month. As a benchmark, Zoho CRM packs a competitive set of features in its affordable $23 monthly Professional plan.
Finally, the Enterprise tiers tend to be on the expensive side, offering customization options and a higher level of support: the range is from $40 to $150 monthly, with HubSpot’s full CRM suite reaching a whopping $4,000 a month.
What can a CRM do?Does my small business need a CRM?
We’ve also listed the best cloud CRM.
Get in touchYou’ve reached the end of the page. Jump back up to the top ^
The 5 Best Call Tracking Software (Low Spend, High Return)
Giving attribution to the marketing channels that bring in callers is a must for maximizing ROI. Call tracking software is designed to identify where callers come from, so you know which marketing strategies are working and which ones aren’t. By spending a little upfront, you can drive more revenue in the long run.
Top call tracking software comparison
Call tracking platforms come in all flavors, from basic and easy to advanced and powerful. Here’s a look at a few of the areas that make my top picks different from one another.
Best forStarting priceFree trialKeyword spottingIVRIntegrations CallRailBest overall$45 per month14 daysSome plansAdd-on33 + Zapier InvocaMulti-touch attributionCustom quoteDemo onlyAdd-onSome plansAdd-on WhatConvertsE-commerce$30 per month14 daysAll plansSome plans1,000+ CallTrackingMetricsCall center call tracking$65 per month30 daysSome plansAll plans46 + Make and Zapier InfinityOmnichannel tracking$199 per monthDemo onlyTop tier onlyAdd-on27 CallRail: Best call tracking software overall
Image: CallRail
When it comes to call tracking software that truly has it all, it’s hard to beat CallRail. It offers streamlined call attribution, so you know exactly how callers find you and you can quickly compare channels side-by-side to see which campaigns have the most impact.
Why I chose CallRail
CallRail helps you track every touchpoint in the marketing funnel. With visitor-level tracking, you can see what happens before someone calls your business from a deeper, big-picture perspective. And with advanced analytics, you can ensure your decisions are always fueled by 100% objective data. This, along with IVR analytics, is a potent combination. Despite its power, CallRail is one of the more affordable options on my list.
Pricing Call Tracking: $45 per month + usage. Call Tracking + Conversation Intelligence: $90 per month + usage. Call Tracking + Form Tracking: $90 per month + usage. Call Tracking Complete: $135 per month + usage.
All plans include five free local numbers, 250 local minutes per month, and 100 text messages per month. Plans with form tracking include 1,000 submissions and those with transcriptions include 7,500 complimentary minutes.
SEE: Why Career Road Maps Attract and Retain Support Technicians (TechRepublic Premium)
Each additional local number is $3, extra local minutes are $0.05 each, toll-free numbers are $5, toll-free minutes are $0.08, and extra texts are $0.016 each.
Features Simple call attribution. Custom menus and call routing. Call recording and scoring. 7,500 free transcription minutes. AI-driven conversational intelligence. Dynamic number insertion. Detailed analytics. CallRail provides a detailed timeline view. Image: CallRail Pros and cons ProsCons Local numbers are cheap.Second-most affordable option.Cutting-edge conversational intelligence.Easy to connect leads with the right people.Data for virtually every customer touchpoint.Many integrations cost extra.Limited customization options.White labeling is limited to higher tiers. Invoca: Best for multi-touch attribution
Image: Invoca
While most call tracking tools offer multi-touch attribution, it’s Invoca’s bread and butter. Understanding every touch point is key to a higher volume of quality leads and getting the most of your marketing budget — working with a provider that specializes in it gives you all of the top-tier tools you need to do it well.
Why I chose Invoca
I’m impressed with how Invoca uses advanced AI to instantly measure the quality of each lead. Using Signal AI, which features cutting-edge voice biometric technology, you can distinguish casual callers from those with a strong likelihood of buying. From there, you can decide who to prioritize. I also like that it makes it easy to recover lost sales opportunities. Say someone has serious intent to buy calls but you don’t answer — Invoca will notify a manager so you can follow up right away.
Pricing
Invoca offers custom pricing. For brands and agencies, there are three plans:
Pro: 6,000 annual minutes and 5 custom signals. Enterprise: 12,000 annual minutes and 50 custom signals. Elite: 18,000 annual minutes and 100 custom signals.
Each plan also comes with different features. As you go up to higher tiers, you get more of the add-ons at no extra cost. There are also pay-per-call and affiliate marketing plans for performance marketers, including:
Performance Professional: Standard features + campaign management and payouts. Performance Enterprise: Dynamic routing, advanced IVR, and whisper.
You can enhance either plan with AI, QA, customer journey, and integration add-ons.
Features Robust multi-touch attribution. Ability to set custom signals. Full journey tracking add-on. AI analytics to measure lead quality. Pay per call (not per minute). Custom IVRs and call flows. Customizable real-time alerts. AI-powered QA and scorecards. Agent coaching options. Invoca provides you with a sales call dashboard to keep up with the performance of your sales team. Image: Invoca Pros and cons ProsCons Powerful end-to-end attribution.Advanced conversational intelligence and analytics.Ability to recover lost sales.Tons of AI-powered functionality.Custom signal creation.No pricing transparency.Steeper learning curve.Integrations are an add-on. WhatConverts: Best for e-commerce
image: WhatConverts
WhatConverts works well for call, chat, text, and form tracking. It also integrates with numerous e-commerce platforms, including WooCommerce, Shopify, Squarespace, and BigCommerce. That, paired with its ability to append marketing data to orders for full context into the customer journey, makes it a great choice for e-commerce stores.
SEE: 6 Best Contact Center CRM for 2024 (TechRepublic)
Why I chose WhatConverts
It goes beyond call tracking, covering additional channels that matter for e-commerce. On top of that, its local numbers are cheaper than others, it includes unlimited users on every plan, and it comes with complete lead management capabilities no matter what you pay.
Pricing Call Tracking: $30 per month. Plus: $60 per month. Pro: $100 per month. Elite: $160 per month.
Every plan includes $30 of free usage credits and a 14-day free trial to see if it’s right for you. Every plan offers what you need to track calls for a single business, which is great. The higher you go, the more channels you can track and the more intelligence tools you get.
SEE: Nextiva vs RingCentral (2024) – Which One Is Best for Your Business? (TechRepublic)
There are also dedicated plans for agencies with unlimited accounts so you can use them to track calls for as many clients as needed. These plans include:
Plus: $500 per month (includes a $250 free usage credit). Pro: $800 per month (includes a $300 free usage credit). Elite: $1,250 per month (includes a $400 free usage credit).
Each tier covers call, form, text, and chat tracking. Local numbers for agencies are the most affordable I’ve seen, at just $1.75 each. However, white labeling the solution is an additional $50 per month.
Features Instant phone number setup for call tracking. Track texts, calls, form submissions, and calls. Built-in call transcriptions. Dynamic number insertion. PPC campaign tracking. Keyword tracking. Report builder and scheduled reports. Customer journey tracking. Bing and Google Ads integrations. Track your customer journey with WhatConverts. Image: WhatConverts Pros and cons ProsCons Various features are great for e-commerce stores.Affordable pricing with free credits.Quick setup with user-friendly interface.Unlimited users on every plan.Integrations don’t cost extra.May be difficult to scale.Agency plans are expensive.IVR is only available on some plans. CallTrackingMetrics: Best for call center call tracking
Image: CallTrackingMetrics
CallTrackingMetrics is great for lead management and advanced call routing capabilities, making it a solid choice for contact centers. Not only can you seamlessly assign attribution to each call, you can simultaneously qualify leads and close more deals. Plus, there are built-in coaching features that allow you to maintain call detail records so you can review calls and provide agents with scores to quantify their performance.
Why I chose CallTrackingMetrics
I was initially put off by the high price tag but came around once I realized how powerful CallTrackingMetrics can be for the right teams. It can help improve sales efficiency with lead qualification capabilities, a smart dialer, and real-time monitoring, which aren’t usually available with simpler call tracking tools.
Pricing Marketing Lite: $65 per month + usage. Marketing Pro: $149 per month + usage. Sales Engage: $274 per month + usage. Enterprise: $1,999 per month + usage.
Every plan includes unlimited users, manual call scoring and tagging, call and text attribution, IVR routing, recording, and basic integrations. As you upgrade to higher tiers, you’ll get AI capabilities, web form tracking, white label options, lead triggers, auto dialing, and dynamic call scripts.
SEE: How to Record a Phone Call on Android in 5 Ways (TechRepublic)
It’s one of the most advanced options on the list, which is reflected in its higher price tag.
Features Comprehensive call, text, form, and chat tracking. Call recording and IVR routing. Workflow, scoring, and analytics triggers. HIPAA and GDPR compliance. Smart Dialer for outbound productivity. Live coaching tools. Real time dashboards. Performance reports. Use automated call routing from CallTrackingMetrics to send the hottest leads to your best agents. Image: CallTrackingMetrics Pros and cons ProsCons One of the most powerful call tracking tools on the market.Intelligent lead management, a Smart Dialer, and real-time monitoring.Full range of reporting and analytics.Unlimited users on every plan.Support for white labeling and sub-accounts on some plans.Advanced features have a steep learning curve.It’s more expensive than others.Can feel overwhelming. Infinity: Best for omnichannel tracking
Image: Infinity
Most call tracking software platforms allow you to track multiple channels. But if you truly want a holistic overview of where your callers are coming from and how the pieces fit together, it’s hard to beat Infinity. Your website, search engines, videos, landing pages, webinars, emails, and even e-books can all be easily tracked with this platform. While it may not have the same volume of features as other call tracking software, the ability to track virtually every channel you can imagine is what makes it shine.
Why I chose Infinity
With it, you’ll be able to see what led to a conversion. But it goes further than that — you can also see what happened before that as well as what happened after. Say a caller heard about you through one of your PPC campaigns, clicked on your landing page, visited your website for more information, and went to your contact page to call you. After the call, they went back to your website to do more digging. You’ll know exactly where they went and what they saw every step of the way.
Pricing Essentials: $199 per month + $0.20 per call. Pro: $299 per month + $0.15 per call. Enterprise: Price available on request.
Rather than charging per minute like other call tracking tools, you can have longer conversations without paying the price since you pay per call. Infinity offers targeted plans for marketers, sales, contact centers, customer service, and compliance teams.
SEE: What Is the Best Dialer for My Call Center? (TechRepublic)
Each one is optimized around the use case, with different features being available at different tiers.
Features Custom scorecards. Set call and website goals. Advanced conversational analytics. Smart Match technology. One month of call recording storage. Whisper, rating, and blocking available. Dial plans and IVR add-ons. Find out what led to the customer calling with Infinity’s touchpoints. Image: Infinity Pros and cons ProsCons Optimize the end-to-end customer journey and track every touchpoint.Robust intelligence and conversational analytics.Incredibly detailed attribution.Smart Match for smarter sales.Pay per call instead of per minute.Expensive entry-level plans.IVR is an add-on on every tier.No free trial. More about VoIP How do I choose the best call tracking software for my business?
I recommend working backwards — start with understanding your customer journeys and what channels they use to find your business. This should include every channel you’re currently using, from e-books and your website to affiliate marketing and PPC campaigns.
From there, you can immediately narrow your choices based on the attribution channels you need to keep track of. At this stage, I also suggest taking an honest look at what you can afford.
Can you realistically raise the cost of customer acquisition and still make a profit? If so, how much? This is an important consideration when defining your budget.
Once you’ve narrowed it down to a few providers, you should schedule demos and free trials to see how they work and make sure they can do everything you need. At this point, it’s mostly a personal preference as to which interface you prefer.
Methodology
The main reason I chose these particular brands is because they all provide accurate call attribution across a wide range of channels. While the features and pricing vary, they all deliver real value.
More specifically, I looked at:
Price: I identified how much it costs per month to use call tracking software. Free trial: Most products offer at least a 14-day free trial, while others offer as much as 30 days. Features: Besides call attribution, I examined the full scope of features, such as conversational intelligence and call transcription abilities. Trackable channels: Most platforms cover the basics like the web, paid ads, and social media. However, some are more extensive and include videos, podcasts, and more. Attribution capabilities: I looked at the overall level of depth and accuracy of attribution. Lead scoring: Some products include lead scoring, which helps identify high-quality leads so they can quickly be routed to team members. Analytics: All platforms have some form of built-in analytics, but I only included those with advanced analytics that are still user-friendly.
The 5 Best Call Tracking Software (Low Spend, High Return)
Giving attribution to the marketing channels that bring in callers is a must for maximizing ROI. Call tracking software is designed to identify where callers come from, so you know which marketing strategies are working and which ones aren’t. By spending a little upfront, you can drive more revenue in the long run.
Top call tracking software comparison
Call tracking platforms come in all flavors, from basic and easy to advanced and powerful. Here’s a look at a few of the areas that make my top picks different from one another.
Best forStarting priceFree trialKeyword spottingIVRIntegrations CallRailBest overall$45 per month14 daysSome plansAdd-on33 + Zapier InvocaMulti-touch attributionCustom quoteDemo onlyAdd-onSome plansAdd-on WhatConvertsE-commerce$30 per month14 daysAll plansSome plans1,000+ CallTrackingMetricsCall center call tracking$65 per month30 daysSome plansAll plans46 + Make and Zapier InfinityOmnichannel tracking$199 per monthDemo onlyTop tier onlyAdd-on27 CallRail: Best call tracking software overall
Image: CallRail
When it comes to call tracking software that truly has it all, it’s hard to beat CallRail. It offers streamlined call attribution, so you know exactly how callers find you and you can quickly compare channels side-by-side to see which campaigns have the most impact.
Why I chose CallRail
CallRail helps you track every touchpoint in the marketing funnel. With visitor-level tracking, you can see what happens before someone calls your business from a deeper, big-picture perspective. And with advanced analytics, you can ensure your decisions are always fueled by 100% objective data. This, along with IVR analytics, is a potent combination. Despite its power, CallRail is one of the more affordable options on my list.
Pricing Call Tracking: $45 per month + usage. Call Tracking + Conversation Intelligence: $90 per month + usage. Call Tracking + Form Tracking: $90 per month + usage. Call Tracking Complete: $135 per month + usage.
All plans include five free local numbers, 250 local minutes per month, and 100 text messages per month. Plans with form tracking include 1,000 submissions and those with transcriptions include 7,500 complimentary minutes.
SEE: Why Career Road Maps Attract and Retain Support Technicians (TechRepublic Premium)
Each additional local number is $3, extra local minutes are $0.05 each, toll-free numbers are $5, toll-free minutes are $0.08, and extra texts are $0.016 each.
Features Simple call attribution. Custom menus and call routing. Call recording and scoring. 7,500 free transcription minutes. AI-driven conversational intelligence. Dynamic number insertion. Detailed analytics. CallRail provides a detailed timeline view. Image: CallRail Pros and cons ProsCons Local numbers are cheap.Second-most affordable option.Cutting-edge conversational intelligence.Easy to connect leads with the right people.Data for virtually every customer touchpoint.Many integrations cost extra.Limited customization options.White labeling is limited to higher tiers. Invoca: Best for multi-touch attribution
Image: Invoca
While most call tracking tools offer multi-touch attribution, it’s Invoca’s bread and butter. Understanding every touch point is key to a higher volume of quality leads and getting the most of your marketing budget — working with a provider that specializes in it gives you all of the top-tier tools you need to do it well.
Why I chose Invoca
I’m impressed with how Invoca uses advanced AI to instantly measure the quality of each lead. Using Signal AI, which features cutting-edge voice biometric technology, you can distinguish casual callers from those with a strong likelihood of buying. From there, you can decide who to prioritize. I also like that it makes it easy to recover lost sales opportunities. Say someone has serious intent to buy calls but you don’t answer — Invoca will notify a manager so you can follow up right away.
Pricing
Invoca offers custom pricing. For brands and agencies, there are three plans:
Pro: 6,000 annual minutes and 5 custom signals. Enterprise: 12,000 annual minutes and 50 custom signals. Elite: 18,000 annual minutes and 100 custom signals.
Each plan also comes with different features. As you go up to higher tiers, you get more of the add-ons at no extra cost. There are also pay-per-call and affiliate marketing plans for performance marketers, including:
Performance Professional: Standard features + campaign management and payouts. Performance Enterprise: Dynamic routing, advanced IVR, and whisper.
You can enhance either plan with AI, QA, customer journey, and integration add-ons.
Features Robust multi-touch attribution. Ability to set custom signals. Full journey tracking add-on. AI analytics to measure lead quality. Pay per call (not per minute). Custom IVRs and call flows. Customizable real-time alerts. AI-powered QA and scorecards. Agent coaching options. Invoca provides you with a sales call dashboard to keep up with the performance of your sales team. Image: Invoca Pros and cons ProsCons Powerful end-to-end attribution.Advanced conversational intelligence and analytics.Ability to recover lost sales.Tons of AI-powered functionality.Custom signal creation.No pricing transparency.Steeper learning curve.Integrations are an add-on. WhatConverts: Best for e-commerce
image: WhatConverts
WhatConverts works well for call, chat, text, and form tracking. It also integrates with numerous e-commerce platforms, including WooCommerce, Shopify, Squarespace, and BigCommerce. That, paired with its ability to append marketing data to orders for full context into the customer journey, makes it a great choice for e-commerce stores.
SEE: 6 Best Contact Center CRM for 2024 (TechRepublic)
Why I chose WhatConverts
It goes beyond call tracking, covering additional channels that matter for e-commerce. On top of that, its local numbers are cheaper than others, it includes unlimited users on every plan, and it comes with complete lead management capabilities no matter what you pay.
Pricing Call Tracking: $30 per month. Plus: $60 per month. Pro: $100 per month. Elite: $160 per month.
Every plan includes $30 of free usage credits and a 14-day free trial to see if it’s right for you. Every plan offers what you need to track calls for a single business, which is great. The higher you go, the more channels you can track and the more intelligence tools you get.
SEE: Nextiva vs RingCentral (2024) – Which One Is Best for Your Business? (TechRepublic)
There are also dedicated plans for agencies with unlimited accounts so you can use them to track calls for as many clients as needed. These plans include:
Plus: $500 per month (includes a $250 free usage credit). Pro: $800 per month (includes a $300 free usage credit). Elite: $1,250 per month (includes a $400 free usage credit).
Each tier covers call, form, text, and chat tracking. Local numbers for agencies are the most affordable I’ve seen, at just $1.75 each. However, white labeling the solution is an additional $50 per month.
Features Instant phone number setup for call tracking. Track texts, calls, form submissions, and calls. Built-in call transcriptions. Dynamic number insertion. PPC campaign tracking. Keyword tracking. Report builder and scheduled reports. Customer journey tracking. Bing and Google Ads integrations. Track your customer journey with WhatConverts. Image: WhatConverts Pros and cons ProsCons Various features are great for e-commerce stores.Affordable pricing with free credits.Quick setup with user-friendly interface.Unlimited users on every plan.Integrations don’t cost extra.May be difficult to scale.Agency plans are expensive.IVR is only available on some plans. CallTrackingMetrics: Best for call center call tracking
Image: CallTrackingMetrics
CallTrackingMetrics is great for lead management and advanced call routing capabilities, making it a solid choice for contact centers. Not only can you seamlessly assign attribution to each call, you can simultaneously qualify leads and close more deals. Plus, there are built-in coaching features that allow you to maintain call detail records so you can review calls and provide agents with scores to quantify their performance.
Why I chose CallTrackingMetrics
I was initially put off by the high price tag but came around once I realized how powerful CallTrackingMetrics can be for the right teams. It can help improve sales efficiency with lead qualification capabilities, a smart dialer, and real-time monitoring, which aren’t usually available with simpler call tracking tools.
Pricing Marketing Lite: $65 per month + usage. Marketing Pro: $149 per month + usage. Sales Engage: $274 per month + usage. Enterprise: $1,999 per month + usage.
Every plan includes unlimited users, manual call scoring and tagging, call and text attribution, IVR routing, recording, and basic integrations. As you upgrade to higher tiers, you’ll get AI capabilities, web form tracking, white label options, lead triggers, auto dialing, and dynamic call scripts.
SEE: How to Record a Phone Call on Android in 5 Ways (TechRepublic)
It’s one of the most advanced options on the list, which is reflected in its higher price tag.
Features Comprehensive call, text, form, and chat tracking. Call recording and IVR routing. Workflow, scoring, and analytics triggers. HIPAA and GDPR compliance. Smart Dialer for outbound productivity. Live coaching tools. Real time dashboards. Performance reports. Use automated call routing from CallTrackingMetrics to send the hottest leads to your best agents. Image: CallTrackingMetrics Pros and cons ProsCons One of the most powerful call tracking tools on the market.Intelligent lead management, a Smart Dialer, and real-time monitoring.Full range of reporting and analytics.Unlimited users on every plan.Support for white labeling and sub-accounts on some plans.Advanced features have a steep learning curve.It’s more expensive than others.Can feel overwhelming. Infinity: Best for omnichannel tracking
Image: Infinity
Most call tracking software platforms allow you to track multiple channels. But if you truly want a holistic overview of where your callers are coming from and how the pieces fit together, it’s hard to beat Infinity. Your website, search engines, videos, landing pages, webinars, emails, and even e-books can all be easily tracked with this platform. While it may not have the same volume of features as other call tracking software, the ability to track virtually every channel you can imagine is what makes it shine.
Why I chose Infinity
With it, you’ll be able to see what led to a conversion. But it goes further than that — you can also see what happened before that as well as what happened after. Say a caller heard about you through one of your PPC campaigns, clicked on your landing page, visited your website for more information, and went to your contact page to call you. After the call, they went back to your website to do more digging. You’ll know exactly where they went and what they saw every step of the way.
Pricing Essentials: $199 per month + $0.20 per call. Pro: $299 per month + $0.15 per call. Enterprise: Price available on request.
Rather than charging per minute like other call tracking tools, you can have longer conversations without paying the price since you pay per call. Infinity offers targeted plans for marketers, sales, contact centers, customer service, and compliance teams.
SEE: What Is the Best Dialer for My Call Center? (TechRepublic)
Each one is optimized around the use case, with different features being available at different tiers.
Features Custom scorecards. Set call and website goals. Advanced conversational analytics. Smart Match technology. One month of call recording storage. Whisper, rating, and blocking available. Dial plans and IVR add-ons. Find out what led to the customer calling with Infinity’s touchpoints. Image: Infinity Pros and cons ProsCons Optimize the end-to-end customer journey and track every touchpoint.Robust intelligence and conversational analytics.Incredibly detailed attribution.Smart Match for smarter sales.Pay per call instead of per minute.Expensive entry-level plans.IVR is an add-on on every tier.No free trial. More about VoIP How do I choose the best call tracking software for my business?
I recommend working backwards — start with understanding your customer journeys and what channels they use to find your business. This should include every channel you’re currently using, from e-books and your website to affiliate marketing and PPC campaigns.
From there, you can immediately narrow your choices based on the attribution channels you need to keep track of. At this stage, I also suggest taking an honest look at what you can afford.
Can you realistically raise the cost of customer acquisition and still make a profit? If so, how much? This is an important consideration when defining your budget.
Once you’ve narrowed it down to a few providers, you should schedule demos and free trials to see how they work and make sure they can do everything you need. At this point, it’s mostly a personal preference as to which interface you prefer.
Methodology
The main reason I chose these particular brands is because they all provide accurate call attribution across a wide range of channels. While the features and pricing vary, they all deliver real value.
More specifically, I looked at:
Price: I identified how much it costs per month to use call tracking software. Free trial: Most products offer at least a 14-day free trial, while others offer as much as 30 days. Features: Besides call attribution, I examined the full scope of features, such as conversational intelligence and call transcription abilities. Trackable channels: Most platforms cover the basics like the web, paid ads, and social media. However, some are more extensive and include videos, podcasts, and more. Attribution capabilities: I looked at the overall level of depth and accuracy of attribution. Lead scoring: Some products include lead scoring, which helps identify high-quality leads so they can quickly be routed to team members. Analytics: All platforms have some form of built-in analytics, but I only included those with advanced analytics that are still user-friendly.
Unlocking data’s potential: The power of DataOps for business successYour browser is not supported | usatoday.com
usatoday.com wants to ensure the best experience for all of our readers, so we built our site to take advantage of the latest technology, making it faster and easier to use.
Unfortunately, your browser is not supported. Please download one of these browsers for the best experience on usatoday.com
The 5 Best Call Tracking Software (Low Spend, High Return)
Giving attribution to the marketing channels that bring in callers is a must for maximizing ROI. Call tracking software is designed to identify where callers come from, so you know which marketing strategies are working and which ones aren’t. By spending a little upfront, you can drive more revenue in the long run.
Top call tracking software comparison
Call tracking platforms come in all flavors, from basic and easy to advanced and powerful. Here’s a look at a few of the areas that make my top picks different from one another.
Best forStarting priceFree trialKeyword spottingIVRIntegrations CallRailBest overall$45 per month14 daysSome plansAdd-on33 + Zapier InvocaMulti-touch attributionCustom quoteDemo onlyAdd-onSome plansAdd-on WhatConvertsE-commerce$30 per month14 daysAll plansSome plans1,000+ CallTrackingMetricsCall center call tracking$65 per month30 daysSome plansAll plans46 + Make and Zapier InfinityOmnichannel tracking$199 per monthDemo onlyTop tier onlyAdd-on27 CallRail: Best call tracking software overall
Image: CallRail
When it comes to call tracking software that truly has it all, it’s hard to beat CallRail. It offers streamlined call attribution, so you know exactly how callers find you and you can quickly compare channels side-by-side to see which campaigns have the most impact.
Why I chose CallRail
CallRail helps you track every touchpoint in the marketing funnel. With visitor-level tracking, you can see what happens before someone calls your business from a deeper, big-picture perspective. And with advanced analytics, you can ensure your decisions are always fueled by 100% objective data. This, along with IVR analytics, is a potent combination. Despite its power, CallRail is one of the more affordable options on my list.
Pricing Call Tracking: $45 per month + usage. Call Tracking + Conversation Intelligence: $90 per month + usage. Call Tracking + Form Tracking: $90 per month + usage. Call Tracking Complete: $135 per month + usage.
All plans include five free local numbers, 250 local minutes per month, and 100 text messages per month. Plans with form tracking include 1,000 submissions and those with transcriptions include 7,500 complimentary minutes.
SEE: Why Career Road Maps Attract and Retain Support Technicians (TechRepublic Premium)
Each additional local number is $3, extra local minutes are $0.05 each, toll-free numbers are $5, toll-free minutes are $0.08, and extra texts are $0.016 each.
Features Simple call attribution. Custom menus and call routing. Call recording and scoring. 7,500 free transcription minutes. AI-driven conversational intelligence. Dynamic number insertion. Detailed analytics. CallRail provides a detailed timeline view. Image: CallRail Pros and cons ProsCons Local numbers are cheap.Second-most affordable option.Cutting-edge conversational intelligence.Easy to connect leads with the right people.Data for virtually every customer touchpoint.Many integrations cost extra.Limited customization options.White labeling is limited to higher tiers. Invoca: Best for multi-touch attribution
Image: Invoca
While most call tracking tools offer multi-touch attribution, it’s Invoca’s bread and butter. Understanding every touch point is key to a higher volume of quality leads and getting the most of your marketing budget — working with a provider that specializes in it gives you all of the top-tier tools you need to do it well.
Why I chose Invoca
I’m impressed with how Invoca uses advanced AI to instantly measure the quality of each lead. Using Signal AI, which features cutting-edge voice biometric technology, you can distinguish casual callers from those with a strong likelihood of buying. From there, you can decide who to prioritize. I also like that it makes it easy to recover lost sales opportunities. Say someone has serious intent to buy calls but you don’t answer — Invoca will notify a manager so you can follow up right away.
Pricing
Invoca offers custom pricing. For brands and agencies, there are three plans:
Pro: 6,000 annual minutes and 5 custom signals. Enterprise: 12,000 annual minutes and 50 custom signals. Elite: 18,000 annual minutes and 100 custom signals.
Each plan also comes with different features. As you go up to higher tiers, you get more of the add-ons at no extra cost. There are also pay-per-call and affiliate marketing plans for performance marketers, including:
Performance Professional: Standard features + campaign management and payouts. Performance Enterprise: Dynamic routing, advanced IVR, and whisper.
You can enhance either plan with AI, QA, customer journey, and integration add-ons.
Features Robust multi-touch attribution. Ability to set custom signals. Full journey tracking add-on. AI analytics to measure lead quality. Pay per call (not per minute). Custom IVRs and call flows. Customizable real-time alerts. AI-powered QA and scorecards. Agent coaching options. Invoca provides you with a sales call dashboard to keep up with the performance of your sales team. Image: Invoca Pros and cons ProsCons Powerful end-to-end attribution.Advanced conversational intelligence and analytics.Ability to recover lost sales.Tons of AI-powered functionality.Custom signal creation.No pricing transparency.Steeper learning curve.Integrations are an add-on. WhatConverts: Best for e-commerce
image: WhatConverts
WhatConverts works well for call, chat, text, and form tracking. It also integrates with numerous e-commerce platforms, including WooCommerce, Shopify, Squarespace, and BigCommerce. That, paired with its ability to append marketing data to orders for full context into the customer journey, makes it a great choice for e-commerce stores.
SEE: 6 Best Contact Center CRM for 2024 (TechRepublic)
Why I chose WhatConverts
It goes beyond call tracking, covering additional channels that matter for e-commerce. On top of that, its local numbers are cheaper than others, it includes unlimited users on every plan, and it comes with complete lead management capabilities no matter what you pay.
Pricing Call Tracking: $30 per month. Plus: $60 per month. Pro: $100 per month. Elite: $160 per month.
Every plan includes $30 of free usage credits and a 14-day free trial to see if it’s right for you. Every plan offers what you need to track calls for a single business, which is great. The higher you go, the more channels you can track and the more intelligence tools you get.
SEE: Nextiva vs RingCentral (2024) – Which One Is Best for Your Business? (TechRepublic)
There are also dedicated plans for agencies with unlimited accounts so you can use them to track calls for as many clients as needed. These plans include:
Plus: $500 per month (includes a $250 free usage credit). Pro: $800 per month (includes a $300 free usage credit). Elite: $1,250 per month (includes a $400 free usage credit).
Each tier covers call, form, text, and chat tracking. Local numbers for agencies are the most affordable I’ve seen, at just $1.75 each. However, white labeling the solution is an additional $50 per month.
Features Instant phone number setup for call tracking. Track texts, calls, form submissions, and calls. Built-in call transcriptions. Dynamic number insertion. PPC campaign tracking. Keyword tracking. Report builder and scheduled reports. Customer journey tracking. Bing and Google Ads integrations. Track your customer journey with WhatConverts. Image: WhatConverts Pros and cons ProsCons Various features are great for e-commerce stores.Affordable pricing with free credits.Quick setup with user-friendly interface.Unlimited users on every plan.Integrations don’t cost extra.May be difficult to scale.Agency plans are expensive.IVR is only available on some plans. CallTrackingMetrics: Best for call center call tracking
Image: CallTrackingMetrics
CallTrackingMetrics is great for lead management and advanced call routing capabilities, making it a solid choice for contact centers. Not only can you seamlessly assign attribution to each call, you can simultaneously qualify leads and close more deals. Plus, there are built-in coaching features that allow you to maintain call detail records so you can review calls and provide agents with scores to quantify their performance.
Why I chose CallTrackingMetrics
I was initially put off by the high price tag but came around once I realized how powerful CallTrackingMetrics can be for the right teams. It can help improve sales efficiency with lead qualification capabilities, a smart dialer, and real-time monitoring, which aren’t usually available with simpler call tracking tools.
Pricing Marketing Lite: $65 per month + usage. Marketing Pro: $149 per month + usage. Sales Engage: $274 per month + usage. Enterprise: $1,999 per month + usage.
Every plan includes unlimited users, manual call scoring and tagging, call and text attribution, IVR routing, recording, and basic integrations. As you upgrade to higher tiers, you’ll get AI capabilities, web form tracking, white label options, lead triggers, auto dialing, and dynamic call scripts.
SEE: How to Record a Phone Call on Android in 5 Ways (TechRepublic)
It’s one of the most advanced options on the list, which is reflected in its higher price tag.
Features Comprehensive call, text, form, and chat tracking. Call recording and IVR routing. Workflow, scoring, and analytics triggers. HIPAA and GDPR compliance. Smart Dialer for outbound productivity. Live coaching tools. Real time dashboards. Performance reports. Use automated call routing from CallTrackingMetrics to send the hottest leads to your best agents. Image: CallTrackingMetrics Pros and cons ProsCons One of the most powerful call tracking tools on the market.Intelligent lead management, a Smart Dialer, and real-time monitoring.Full range of reporting and analytics.Unlimited users on every plan.Support for white labeling and sub-accounts on some plans.Advanced features have a steep learning curve.It’s more expensive than others.Can feel overwhelming. Infinity: Best for omnichannel tracking
Image: Infinity
Most call tracking software platforms allow you to track multiple channels. But if you truly want a holistic overview of where your callers are coming from and how the pieces fit together, it’s hard to beat Infinity. Your website, search engines, videos, landing pages, webinars, emails, and even e-books can all be easily tracked with this platform. While it may not have the same volume of features as other call tracking software, the ability to track virtually every channel you can imagine is what makes it shine.
Why I chose Infinity
With it, you’ll be able to see what led to a conversion. But it goes further than that — you can also see what happened before that as well as what happened after. Say a caller heard about you through one of your PPC campaigns, clicked on your landing page, visited your website for more information, and went to your contact page to call you. After the call, they went back to your website to do more digging. You’ll know exactly where they went and what they saw every step of the way.
Pricing Essentials: $199 per month + $0.20 per call. Pro: $299 per month + $0.15 per call. Enterprise: Price available on request.
Rather than charging per minute like other call tracking tools, you can have longer conversations without paying the price since you pay per call. Infinity offers targeted plans for marketers, sales, contact centers, customer service, and compliance teams.
SEE: What Is the Best Dialer for My Call Center? (TechRepublic)
Each one is optimized around the use case, with different features being available at different tiers.
Features Custom scorecards. Set call and website goals. Advanced conversational analytics. Smart Match technology. One month of call recording storage. Whisper, rating, and blocking available. Dial plans and IVR add-ons. Find out what led to the customer calling with Infinity’s touchpoints. Image: Infinity Pros and cons ProsCons Optimize the end-to-end customer journey and track every touchpoint.Robust intelligence and conversational analytics.Incredibly detailed attribution.Smart Match for smarter sales.Pay per call instead of per minute.Expensive entry-level plans.IVR is an add-on on every tier.No free trial. More about VoIP How do I choose the best call tracking software for my business?
I recommend working backwards — start with understanding your customer journeys and what channels they use to find your business. This should include every channel you’re currently using, from e-books and your website to affiliate marketing and PPC campaigns.
From there, you can immediately narrow your choices based on the attribution channels you need to keep track of. At this stage, I also suggest taking an honest look at what you can afford.
Can you realistically raise the cost of customer acquisition and still make a profit? If so, how much? This is an important consideration when defining your budget.
Once you’ve narrowed it down to a few providers, you should schedule demos and free trials to see how they work and make sure they can do everything you need. At this point, it’s mostly a personal preference as to which interface you prefer.
Methodology
The main reason I chose these particular brands is because they all provide accurate call attribution across a wide range of channels. While the features and pricing vary, they all deliver real value.
More specifically, I looked at:
Price: I identified how much it costs per month to use call tracking software. Free trial: Most products offer at least a 14-day free trial, while others offer as much as 30 days. Features: Besides call attribution, I examined the full scope of features, such as conversational intelligence and call transcription abilities. Trackable channels: Most platforms cover the basics like the web, paid ads, and social media. However, some are more extensive and include videos, podcasts, and more. Attribution capabilities: I looked at the overall level of depth and accuracy of attribution. Lead scoring: Some products include lead scoring, which helps identify high-quality leads so they can quickly be routed to team members. Analytics: All platforms have some form of built-in analytics, but I only included those with advanced analytics that are still user-friendly.