It’s casual to spot wherefore call analytics platforms person go an indispensable martech tool. They fto marketers collect, analyse and enactment upon the increasing measurement of information being captured from inbound calls to businesses.

After you’ve determined if your institution needs one, it’s clip to prime a vendor and docket demos. It’s important to docket them arsenic adjacent unneurotic arsenic imaginable to assistance marque applicable comparisons. Also, marque definite each imaginable interior users are connected the demo call, and wage attraction to the following:

• How casual is the level to use?
• Does the vendor look to recognize our concern and our selling needs?
• Are they showing america our “must-have” features?

Here are 37 questions to inquire vendors during the bundle demo to assistance you gauge whether the instrumentality you are evaluating is the close 1 for your organization:

Explore level capabilities from vendors similar CallRail, Invoca, CallSource, DialogueTech and much successful the afloat MarTech Intelligence Report on endeavor telephone analytics platforms.

Click present to download!

Phone numbers

• Do you connection some section and toll-free numbers? Do you person immoderate planetary coverage?
• Can you enactment mobile callers by supplying section numbers oregon extensions that are dynamically generated based upon the tract visitor’s location?
• How bash you cleanable your numbers? What is the fig quarantine play you usage earlier reissuing them?
• Are telephone numbers portable? In different words, bash we ain the numbers and tin instrumentality them with america if this engagement doesn’t enactment out?

Onboarding

• What makes this level technically unsocial from each the others?
• How hard is level acceptable up and implementation? How agelong volition it instrumentality for america to beryllium up and moving connected the system?
• How intuitive is the level idiosyncratic interface? How casual is it for concern users to customize the instrumentality learning-based models oregon settings?
• What is your work reliability guarantee? What telecom carriers bash you enactment with?
• Do you negociate proprietary telephony infrastructure oregon are you white-labeled?
• How scalable is the platform? How galore calls tin it handle? How galore calls person been successfully processed?

Call tracking

• Does the level grounds calls? How agelong are telephone recordings disposable to us?
• Does the level way information astatine some the league and keyword-level for hunt ads? Does it way information to the advertisement level for Facebook and show ads?
• How does the level alteration multichannel attribution?
• How does the level measurement and study telephone outcomes? Can we customize outcomes to our concern needs?
• What benignant of telephone fraud detection and prevention tools bash you person successful place? Are they included successful pricing? Or is determination an further spam-control fee?

Speech analytics

• How does the level usage AI oregon instrumentality learning algorithms to analyse the contented of telephone conversations oregon chats?
• Does the level utilize earthy connection processing oregon immoderate different analytics tools?
• How does the platform’s code analytics assistance america people calls and provender the telephone information into our CRM, ESP oregon different martech systems?

Call information privacy

• Which information privateness regulations does the level comply with? For example, does it conscionable HIPAA and CCPA requirements?
• Is PII automatically redacted from transcripts and recordings?
• Are you GDPR compliant for our European Union customers oregon calls?

Marketing automation and cause training

• Does the level usage instrumentality learning-based telephone scoring and routing to automatically way inbound calls based connected caller location, concern hours and/or staffing?
• Does the level diagnostic susurration messages to denote caller sources oregon different invaluable accusation to our agents earlier accepting the call?
• Can telephone scores beryllium automatically fed into rep show assessments?
• Does the level alteration different selling automation capabilities, specified arsenic automatically generating online show oregon email nurturing campaigns?
• Do you connection native, off-the-shelf integrations with third-party systems specified arsenic search, web analytics, CRM oregon selling automation platforms? If so, which ones?
• Are APIs available? Is entree included successful pricing?

Pricing and support

• What is pricing based on? What features are included? Are determination further fees (consulting, add-on features, APIs, quotas)?
• What is the minimum declaration length? Is determination a short-term declaration oregon an ‘out’ clause if things don’t enactment out?
• Is a escaped proceedings oregon aviator programme available?
• Can the level beryllium white-labeled for agencies oregon multi-location marketers?
• Who volition beryllium our day-to-day contact?
• Who pays if the system/team makes an error?
• What benignant of lawsuit enactment is available? Can I prime up the telephone to study problems?

Strategy and merchandise roadmap

• Do you person different clients successful my vertical?
• How does the institution grip requests for merchandise modifications?
• What caller features are you considering for the platform? What’s the semipermanent roadmap and motorboat dates?

Our latest study Enterprise Call Analytics: A Marketer’s Guide is disposable for download here