CallRail

It has an intuitive interface to click together your call system. Plus, it has tracking numbers which can be useful.

It really needs a way to reuse branches of the system. I'm not happy that I have to duplicate things just to make it work. (Ex. If no one answers, send it to voicemail. If they press a certain buttons, send the call to our answering service. The list goes on.)

I THINK that CallRail is the one that adds the ?v=[string] to the end of our URLs, and that's bad practice. It makes it so if someone tries to share the link, then they copy the tracking code with it, thus throwing off our results. That really needs to be set in a cookie. However, I can't remember if that was a problem with CallRail or not, though.

It helps business owners figure out which advertising platform brings in the most business.

Although tracked by the software, form submissions cannot be used as conversions in Google Ads and Bing Ads. Yet. The software does get constant updates.

System uptime was good. The technical support individuals know their product and were very helpful.

As a "manager" I initially had all the access I needed to administer my specific clients. Arbitrarily, CallRail starting revoking permission for various admin functions without notifying me or my Corporate offices. Since this was occurring soon after migrating to CallRail, I assumed I was not doing something correctly.
I would go to Corporate for support and they could not figure it our either and went to CallRail support only to be told it was a function no longer available to "managers". This put a burden on Corporate and diminished my ability to react to my customers needs in a timely way. Also, the reporting is severely lacking. To get a list of active clients, I or Corporate must manually create the data. When I delete a client, CallRail does not delete them from the list of call tracking users. I have to manually verify the number of active users. There are so many issues with CallRail regarding a poorly designed and non-user friendly system.

Call Rail does a great job helping us track calls for our SEO clients. We are happy with the results that we see in our reports. We also like that one simple script added to our sites let us track phone calls and form fills.

There is a bit of a learning curve that requires the help of their support team. However, the support team is always eager to assist and very friendly.