"Call tracking" refers to monitoring and tracing phone calls.
Typical features of software in the "Call tracking" area may include:
Call logging: Capturing and storing information about incoming, outgoing, and missed calls, including call time, duration, and caller's phone number.
Caller identification: Automatically identifying callers and displaying information such as name, phone number, and any additional details from a database or CRM system.
Call recording: Ability to record phone calls for quality control, training purposes, or legal requirements.
Call analysis: Analyzing call data to identify trends, improve efficiency, and optimize customer service.
Real-time monitoring: Live monitoring of incoming calls to enable immediate responses and minimize wait times.
Integration with other systems: Integration with CRM systems, helpdesk software, or other enterprise applications to seamlessly capture and process call data.
Reporting and analysis: Generating reports and analyses on call activities to track performance metrics and support business decisions.
