24 July 2020

Spotlight on call tracking software CallRail: Features, Cost, & Comparison

We discuss the key features and price plans of CallRail, and even compared it to other call tracking software to help you decide if it’s suitable for your business.


You are reading the Business Development, Services and Marketing (BDSM) Blog. Named to reflect the punishing amount of discipline required to master the core tenets of the industries we service, we blog about current affairs, industry tips, tech developments and more.

  Written by

  Faye Chong

  Content Marketer

CallRail currently has 19.67% of the call tracking software market share.


Pie chart showing the market share held by CallRail. Source: Datanyze


While that number seems pretty amazing, is it really the one for you?

As with many types of tech solutions, CallRail shares many basic features with its competitors. But even with its own unique features, is it really worth it?

Let’s take a closer look.


What is CallRail?

CallRail is a call tracking and analytics software that provides visibility to inbound calls.

It identifies online and offline campaigns, websites, and keywords that drive phone conversations. This allows you to attribute calls to its source and understand how your customers interact with your business.

CallRail’s AI-powered conversation intelligence platform consists of a suite of features such as call recording, call transcribing, and keyword spotting.


CallRail Features

CallRail gets its basic call tracking features right. Let’s take a look at some of them, shall we?

1. Visitor timelines

This CallRail feature serves the basic function of a call tracking solution. shows you a visitor’s entire interaction with your website- the source, landing page, and the web page that drove the call.


Timeline showing how a visitor interacts with your website. Source: CallRail


This reveals the customers’ intent and gives you insight into what your customers are looking for and how they found it. Essentially, it helps you identify the web pages that deliver a higher call volume.

By understanding the needs of your customers, this allows you to focus on topics or keywords that result in the most valuable visits.

2. Source-level tracking

CallRail’s source-level tracking gives you insight on which marketing campaigns are driving traffic by assigning a unique phone number for each campaign.

As with other call tracking software, you’re able to attribute your calls to both offline and online campaigns to identify the drivers of most calls.

You’ll then be able to understand which campaigns resonate with your customer base and fine-tune future marketing strategies to suit your business needs.

3. Dual-channel recording

CallRail uses its dual-channel recording feature to ensure that recordings conversions are of the highest quality.
It uses two microphones to simultaneously record one conversation. This means that both speakers, the caller, and rep, are recorded separately from the point of speech. Background noise is also isolated to get an improved phone call transcription.

With this function, you’re able to clearly transcribe calls and distinguish what was said even if both parties talk over each other.


These features show that CallRail gets its basics right. That being said, CallRail might not necessarily be the best fit for your business, and here’s why.

1. Weak reporting

Despite having multiple features that help you get the most out of your inbound calls, CallRail users mentioned that call reports are not detailed enough.




This downside can potentially cause businesses to miss out on important call information that determines the next course of action of their marketing campaigns. This can negatively affect the success of the campaigns and their overall marketing strategy. 

2. Inefficient customer support

CallRail’s customer support services might not be the best, as users mention that it is challenging to get a hold of staff.




The inefficient customer support can possibly disrupt business processes in the event a problem arises and immediate assistance is required.

3. Non-intuitive interface

CallRail’s interface isn’t the most user-friendly and might not be the best fit for companies that do not have dedicated tech teams or tech-savvy. Furthermore, time is money in business. The more time you spend trying to learn how to use a complicated software, the less time you spend on actually carrying out your business operations.


With the many features and functionalities that CallRail provides, the navigation of menus in the dashboard might not be the most intuitive.


CallRail competitor comparison


Novocall Conversations
Advanced call reporting

Call recording

Call transcription

Click-to-call buttons

Lead form tracking

Source level tracking

Text message tracking

Visitor timeline


Novocall Conversations
Basic plan
$45 per month
$39 per month
$299 per month
$39 per month
Mid-tier plan
$95 per month
$99 per month
Enterprise plan
$145 per month
$299 per month

Is CallRail the call tracking software for you?

So, is CallRail worth it? That really depends on what you need.

If you’re solely looking for a comprehensive call tracking solution, CallRail might be better for you.

If you’re for a holistic call management solution that has more than just call tracking features, Novocall Conversations is the one for you. From call tracking to call-back automation, it supports different business operations that involve calls.

We hope that this analysis has given you some useful insights! If you’re still deciding which software is ideal for you, you can read a comparison we did on other call tracking software.


While you're here..

Novocall helps companies automate calls from inbound leads, and track calls from marketing campaigns, improving sales conversion rates.

See how Novocall can help your inbound sales funnel.

Schedule A Demo

You are reading the Business Development, Services and Marketing (BDSM) Blog. Named to reflect the punishing amount of discipline required to master the core tenets of the industries we service, we blog about current affairs, industry tips, tech developments and more.

     Written by

    Faye Chong

     Content Marketer

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