This past quarter we saw some huge new releases inside the CallRail application. We were focused on improving the power and reporting behind Conversation Intelligence, increasing the accessibility of phone call lead management features, as well as including some reporting enhancements for forms and text messages.

Ready for the full rundown? Check out everything we shipped in Q2 of 2017:

Keyword Spotting

Mining phone calls for valuable insights has been historically difficult and time-consuming. We want to make it as easy as possible for you to analyze phone call conversations, in an automated and scalable way.

In order to achieve that, we created keyword spotting for CallScribe – a feature that instantly categorizes an scores phone calls for detailed analysis of your phone call leads.

Just a few of the ways CallRail customers are already using keyword spotting to improve call analytics:

  • Understand lead quality
  • Track different types of conversations & prove ROI
  • Optimize marketing by product line
  • Test sales messaging and agent scripts
  • Monitor customer sentiment

To learn more about keyword spotting, and how you can activate it for your account, read more in our announcement blog.

International Numbers

This is an exciting one: CallRail is now available in four continents! CallRail’s call tracking has expanded to include international phone numbers in Australia, Brazil, France, New Zealand, and the United Kingdom.

Both full pricing plans and a la carte options are available for CallRail customers, simply send us an email to to get started.

Introducing: Lead Center

Previously known as Co-pilot, we’ve released a whole new way for you to manage your inbound phone call and text message leads. What we heard most often from users was that the data inside Copilot was most useful to those team members that are actively answering the phone and managing leads – think sales associates, receptionists, and customer support teams. We introduced Lead Center to empower these same users with simpler access to the insights that help them convert inbound phone, text, and form leads into sales.

Lead Center provides teams the benefits of call center functionality and valuable real-time insights within a defined interface, distinct from your reporting and analytics. Users can access Lead Center from either the button at the top of the navigation bar within the CallRail app, or by logging in directly.

Lead Center comes equipped with access to outbound dialing, text messages, and detailed conversation insights about your inbound leads.

New Visitor Timeline

In order for you to close more leads, you need to understand all the actions that go into converting that lead into a paying customer. Depending on the length of your sales cycle, many customers may reach out to you several times via different inbound channels prior to bringing in new revenue. That’s why we’ve integrated forms and text messages into CallRail’s Visitor Timeline!

This update also comes with a new form and text message UI within the timeline, so you can gain even more information about the customer journey and how your inbound leads convert.

Two-Factor Authentication (2FA)

Phone calls are intimate, one-on-one conversations between you and your clients. While recording incoming calls can provide significant benefits in determining lead quality and training staff members, the contents of these conversations can clearly contain personal information. To make sure your CallRail account is as secure as possible, we’ve introduced two-factor authentication for all CallRail accounts.

Two-Factor Authentication, also known as 2FA or two-step verification, is an extra layer of security that adds an additional step to your basic CallRail login process. It significantly decreases the risk of a hacker accessing your CallRail account by combining your password with a second factor: your mobile phone.

To learn how to turn on 2FA, check out our support documentation.

What else is new?

That’s not all we released this quarter. Check it out:

  • New Attribution Reports for Forms & Text Messages – Knowing where your form fill-outs and text messages are originating from is key to pin-pointing what parts of the conversion path are the reason leads convert. that’s why we’ve added two new out-of-the-box reports to help you track form and text message attribution data.
  • Keyword tracking for forms – We’ve added a new keyword column in the table settings of the Form Submissiosn Activity Dashboard. If you’re already using keyword-level phone call tracking, you’ll be able to track form submissions down to the PPC keyword level.
  • Simulcall Updates – Users now have the option in the Simulcall step in the Call Flow Builder to route any previous callers to the number that answered the last time they called. This is ideal for sales teams who assign phone calls based on the Simulcall step.

That’s all for Q2 updates – but don’t worry, we have lots more exciting features coming out in the next few weeks. If you’re interested in learning more be sure to sign up for the CallRail Newsletter to receive updates straight to your inbox.

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