CallFire

CallFire cloud call center and call trackingWith over 100,000 business users, CallFire is surely one of the biggest online call tracking tools available in the market today. The company is headquartered in Santa Monica, California with offices in New Jersey and Kiev. Since its founding in 2006 and has served over 200,000 customers till date.

Features

CallFire is not just a call tracking tool. Instead, it serves as a telephony and mobile marketing platform as a whole. The first component to this is its ‘Voice broadcast’ and text messaging functions that allows businesses to send text or voice based announcements and alerts to their customers with IVR functionalities. For instance, businesses can broadcast an automated voice message to announce a special holiday discount sale with a call-to-action for interested customers to express interest by pressing a mobile key.

The next component is call tracking against which we have tagged CallFire in this article. Using this functionality, businesses can use multiple local and toll-free numbers in their marketing messages and track campaigns based on their conversion rates. Users may also engage their inbound leads with interactive voice response systems to automatically sort and filter inbound leads based on their requirements.

The third component of CallFire is the Cloud Call Center that lets outbound sales calls to be automated – the system allows sales callers to negotiate through busy networks to reach targets that are available. Users can also choose to drop pre-recorded voice messages at the tap of a button. The objective of the product is to increase sales call efficiency and make it possible for callers to dial in from anywhere over a cloud.

Other features include ‘Do not call’ registeries, text-to-speech support, real-time reporting, inbound call recording, US/Canada dialing and support for APIs and XMLs.

Pricing

For the features on offer, CallFire is pretty reasonably priced. There is a pay-as-you-go plan that comes with zero set up and monthly charges where every text message or a minute of a call is priced at 5 cents. The ‘Lite’ plan costs $99/month and comes with 2500 minutes/texts. The other plans progressively rise the number of minutes/texts. The Startup, Grow and Pro plans cost $199/mo, $299/mo and $599/mo respectively and come with 5500, 10000 and 20000 minutes or texts. While all these plans come with all the available features, the price for phone numbers and keywords monitoring is higher for the PAYG plan (at $3 per keyword and $25 for keywords respectively) and reduces progressively for other plans. If this is not in your budget, you can check out some CallFire alternatives here.

Plan Monthly Fee No. of Calls/Texts Phone Number Keywords
PAYG None 5¢ per minute/text $3.00 $25
Lite $99/mo 2500 $2.50 $20
Startup $199/mo 5500 $2.25 $15
Grow $299/mo 10000 $2.00 $13
Pro $599/mo 20000 $1.75 $10

Reviews

There are a couple of reviews for CallFire on G2Crowd and these reviewers have rated the product 4 out of 5 stars. Regardless of whether you are a small company or a large one, CallFire is cost-effective and easy to use, train and administer. There are some really subtle features that make CallFire fun to use. For instance, dialers who call prospects day in and day out get to pick and choose genres of music to listen to while dialing. This is a pretty underrated feature in my opinion. Another user likes the product for the cost of voice broadcast which she feels is pretty low and reasonable.

However, the product can sometimes be glitchy. One of the main issues one reviewer says is that it could be tough to work with during peak times when businesses need the software the most. It is not just infuriating but can effectively negate any advantage you may have built through making the outbound sales process more efficient. In fact, this reviewer suggests a backup plan to have paper phone lists to work with during downtimes. Unless the downtime is once in a while, this is a serious limitation that the company must fix. There are other minor bugs that other reviewers have pointed out, but they appear minor compared to what we have reported here.

There are another half a dozen reviews on TrustRadius where the reviewers have rated the product 4.1 out of 5. One pro of CallFire says a customer is that it lets business users to reach out to their large volumes of retention leads with little client contact through voice broadcasts and voice messages thereby constantly engaging with customers for business. According to some reviewers, CallFire is not only used as a telephone marketing software, but also used by certain companies for internal broadcasts from the management to various employees. There does appear to be a variety of use-cases here.

While the efficient customer service and usability are definitely factors that hold CallFire in good stead, some reviewers feel that with the current range of options, a section of the end customers tend to bracket the business users as telemarketers – perhaps the features would need to be refined to make it seem more like a personal phone call. But personally, I feel that a missing frill should not be counted in while speaking of drawbacks. CallFire does seem to do what it is advertised as, according to the reviews here.

Overall, CallFire customers seem to be pretty happy with what they are getting from the service. Voice Broadcast is definitely a highly useful product for all kinds of businesses – be it one-man service businesses, or large scale enterprises. There are definitely issues about privacy of the end customers, but these are problems that the business users must sort out. At the end of the day, CallFire is a platform and if you are saving time and money using this, then it definitely is a must-have.

Reviewer Ratings (out of 5)
G2Crowd 4
TrustRadius 4.1