25+ Best Call Tracking Software to consider in 2024

Businesses adopt various marketing strategies to generate leads from different sources. Sources can be business websites, keyword searches, media ads campaigns, or email campaigns.

Business does get leads from these sources, but it is impossible to pinpoint where they originate from.

This is where call tracking software comes in handy. It is responsible for tracking the entire journey of your customers from sources to calling your business. Such information is crucial in refining your marketing strategy and increasing your sales count.

There are a number of best call tracking software available in the market. Each one has its own way of tracking calls using its sophisticated features.

Now let’s have a look at some of the best call tracking software ideal for your business.

Types of Free Call Tracking Software

Paid or free Call Tracking Software can be sub-categorized into two types:

1. Inbound call tracking software
2. Outbound call tracking software

Inbound call tracking Software

An inbound call tracking software is a solution that keeps track of the incoming calls, caller’s prospects, and sources of the calls and records them for analysis and generating reports.

Businesses can generate up to 800 numbers to place in various places with advertisements [paid or free]. The callers can be easily segregated and tracked depending upon the call sources [designated number].

The software incorporates IVR and calls routings to provide users with a better user experience and business with granular details to analyze and devise strategies.

Inbound call tracking software has various features depending upon the service provider.

What is an outbound call tracking software?

An inbound call tracking software is a solution that allows users to make calls and record calls and customer prospects directly through the platform. It is used to generate sales opportunities by contacting leads and existing customers.

This software has many features to meet the outbound call business needs, and more are added with time. The features vary from one software to the other.

Top 27 Best call tracking software (Free and Paid)

Before getting started with our picks for the best paid and free call tracking software and their features, here is our best call tracking software list along with their specialties.

1. Hubspot: Best for automated call transcripts, Call customization, and outcome attributions.
2. CallRail: Best for detailed caller information databases and Third-party integrations
3. Salesloft: Click-to-call, automated emails, pre-built templates, and email tracking and automation.
4. Invoca: Best for AI-driven real-time analytics and IVR voice recognition tools
5. RingCentral: Best for multi-level IVR, Automated call recording, and voice mail forwarding.
6. Outreach: Best for content import, pre-built templates, content storage, open rates, and click-to-call.
7. CallTrackingMetrics: Best for call tracking intelligence and Third-party integrations
8. CloudTalk: Best for CRM integration and Advanced multi-criteria call routing
9. ActiveDEMAND: Best for call tracking analytics from multiple channels and Smart call routing.
10. Revenue.io: Best for the knowledge base, Playbook creation, local phone numbers, Geo-routing, and email tracking and automation.
11. DialPad: Best for native VoIP, voice & video conferencing, Desk-to-desk calls, and Tenancy Flexibility.
12. 800: Best for Toll-free numbers, conversation intelligence, privacy, security, and compliance.
13. Groove: Best for CRM integration and Marketing Automation.
14. Ringba: Best for call analytics
15. RingDNA: Best for AI-powered real-time analytics, Call monitoring, recording, and training libraries
16. CrazyCall: Best for Call recording and  IVR
17. JustCall: CRM Integrations and call analytics
18. Infinity: Best for conversation analytics
19. Phonexa: Best for multi-level IVR, Event-triggered call recording, and on-demand call recording
20. FreshDesk Call Center: Best for CRM integration Multi-level IVR solutions and Real-time insights
21. Salesken: Best for exporting and sharing data, live forecasting, and conversation intelligence.
22. DialogTech: Best for IVR
23. CallFire: Best for voice broadcast and text messaging
24. Marchex: Best for multi-channel analytics and IVR voice recognition
25. Clixtell: Best for conversion intelligence tool and  advanced analytics engine
26. EngageBay: Best for CRM module and Campaign tracking
27. LiveVox: Best for predictive dialer, CRM integration

1. Hubspot

Hubspot offers its call tracking feature through its CRM and Sales suite. It is a sophisticated sales, marketing, customer service, and content management software.

It allows you to track and analyze calls as well as allows you to make calls right from your browser without picking up the phone. With only one click, you can connect with a prospect via VoIP phone or your desk phone.

It includes features such as call attributions, transcripts, and the ability to track call follow-up calls.

Price: Starting from US 45$.

Best known for Automated call transcripts, Call customization, and outcome attributions

2. Callrail

CallRail is a call tracking and marketing software that provides extensive information on incoming calls and prospect positions. It uses email, phone logs, and caller ID databases to analyze trends and determine which channels and campaigns are creating the most leads.

It combines with Google Analytics and AdWords call tracking campaigns to bring together an exceptionally thorough picture of caller history.

It has a mobile app, voicemail transcription, and SMS messaging capabilities, as well as call routing and whisper messages that allow customers to return calls and listen to messages from anywhere.

Price: Starting from  USD 45$

Best known for: Detailed caller information databases and Third-party integrations.

3. Salesloft

Salesloft is one of the free call tracking software that uses a knowledge base from experts or previous employees to create playbooks and coaching materials to train new hires and interns.

It has reliable analytics that shows open rates to analyze opened emails; link rates display which email links are effective; attachment activity records the rate of email attachments downloaded and opened. These metrics are used by teams to analyze and devise new strategies to increase revenues.

Basic calling features like recording calls, generating locations, click-to-call, and call types are used to perform easy calls with a single click using local area codes to increase answered call rates and even record them for training and quality check purposes.

Some notable features include Machine learning, workflow management, CRM integration, Email tracking and automation, attachment activity, link activity, email scheduling, etc.

Pricing: Request a custom quote

Best known for: Click-to-call, automated emails, pre-built templates, and email tracking and automation.

4. Invoca

Marketers use Invoca for its AI-powered call tracking and analytics tool. It delivers call and conversation metrics in real-time.

It focuses on increasing the return on investment (ROI) of Google and Facebook marketing initiatives. Call recording, conversion tracking, call routing, campaign, and keyword tracking, and IVR  tools are some of its comprehensive call tracking features.

The outstanding feature of Invoca is real-time business intelligence analysis. It gives caller information to agents in order to improve conversion rates, as well as automated actions in real-time.

Price: Contact for quote

Best known for AI-driven real-time analytics and IVR voice recognition tools

5. RingCentral MVP

RingCentral MVP is a prominent provider of call tracking software and solutions for business collaboration off-site. It consistently receives great ratings and offers options to suit a variety of budgets.

RingCentral MVP is a cloud-based communication platform that is used for phone conversations, messaging, and more. Its cloud-based architecture allows it to work with both desktop and mobile devices with ease.

It allows granular access control for a variety of users and includes a number of administration tools. It includes features such as automated call recording, voicemail forwarding, and multi-level IVR voice recognition. It also has a flexible API that allows customization.

Price: Starting from USD 19.99$

Best known for Multi-level IVR, Automated call recording, and voice mail forwarding.

👉 Also Check: Top 5 RingCentral Alternatives & Competitors 🧑‍💻🔎

6. Outreach

Outreach is one of the biggest and fastest-growing sales performance platform providers. It has become the only solution provider to make it into the Forbes Cloud 100. 

It is the only platform to integrate revenue intelligence, sales engagement, and conversation intelligence in a single venue. 

It facilitates users with call features like click-to-call, any-device calls, call recording, and location generator, which increases the success rate of answered phone calls with local area codes. 

Some notable features include email tracking and automation, Email categorization and platform integration, automated emails and scheduling, API integration to external systems, Templets, daily call summary, recording prospect data, link activity, etc.

Pricing: Request a quote

Best known for: Content import, pre-built templates, content storage, open rates, and click-to-call.

7. CallTrackingMetrics

CallTrackingMetrics is a conversation analytics platform and all-in-one call tracking that improves contact center automation with AI-driven call tracking features.

CTM has a lot of advanced capabilities and direct integrations with HubSpot, Salesforce, Zendesk, and Shopify.  Predictive dialing, text messaging support, call tracking, text messaging support, and an open customizable API are all available at various levels of service.

Price: Starting from USD 39$

Best known for: Call tracking intelligence and Third-party integrations

8. CloudTalk

CloudTalk is a web-based content center management platform with a robust set of advanced call tracking features. It’s designed to help a company give tailored customer service. It keeps track of interaction histories in a variety of ways. It is in charge of inbound and outbound call traffic management.

CloudTalk has a number of sophisticated call tracking tools. Calls can be routed based on agent availability and abilities, customer preferences, or call destination.

During phone contacts, the system collects detailed statistics and shows consumer information cards to agents.

Price: Starting with USD 20$

Best known for: CRM integration and Advanced multi-criteria call routing

9. ActiveDEMAND

ActiveDEMAND is a commercial platform that combines campaign management and reporting tools. It incorporates a set of commercial, marketing, and sales applications. The features of its call tracking software are quite extensive.

ActiveDEMAND offers call tracking, including keyword-based monitoring and analytics. It creates a caller database and provides caller profiles and caller ID for incoming calls. It also records calls and provides transcripts. It doesn’t support direct integration with CRM.

Price: Contact for a quote

Best known for: Call tracking analytics from multiple channels and Smart call routing

10. Revenue.io

Revenue.io is one of the best free call tracking software that empowers teams with recommendations and real-time guidance.

It is an AI-powered RevOps forum that has already collaborated with top establishments like AWS, amazon business, Fidelity investments, Cvents, and others.

Some notable features include recording prospect data, sorting prospects, automated voice calls, location generator, click-to-call, advanced reporting, etc.

Pricing: Get a custom quote.

Best known for: Knowledge base, Playbook creation, local phone numbers, Geo-routing, and email tracking and automation.

11. DialPad

DialPad is one of the best business phone systems with the most elegant and the simplest user interface. It facilitates 62,000+ businesses globally to date. 

Basic communication features like phone calls, video calls, instant messaging, screen sharing, conference calls, and desk-to-desk calls are of the best quality, and users have rated them highly. 

Some notable features include Desk-to-desk calls, an information locator, real-time call and meeting transcription, third-party tool integration, real-time analytics and reporting, record prospect data, API and webhook, hold music, etc.

Pricing: starting from $20/user/month [$15/user/month if billed annual]

Best known for: Native VoIP, voice & video conferencing, Desk-to-desk calls, and Tenancy Flexibility.

12. 800

800 is the simplest call tracking software with a user-friendly interface. The vanity numbers, APIs, and webhook play a vital role in tracking prospects’ sources and contributing factors.

800 uses its multi-channel call attribution to decipher active and effective marketing channels, dynamic number insertion to track the number of each visitor, and visitor and keyword tracking to record campaign information.

Some notable features include Visitor and keyword tracking, Dynamic number insertion, geo-routing, advanced reporting, IVR, call scheduling, conversation intelligence, multi-channel call attribution, etc.

Pricing: Starting at $23/month [$19/month on annual]

Best known for: Toll-free numbers, conversation intelligence, privacy, security, and compliance.

13. Groove

Groove is one of the leading call tracking and sales engagement software for establishments that use Salesforce. It facilitates more than 70k people globally, including the giants like Google, Capital one, BBVA, Uber, and Atlassian.

Groove has a user-friendly interface that makes it easy for even the new users to get the hang of it within a few sessions. It is compatible with most mobile devices that grant users freedom and flexibility.

Some notable features include Content management, workflow management and performance, CRM integration, email tracking and automation, Email platform categorization, integration and scheduling, etc.

Pricing: Request a quote

Best known for: CRM integration and Marketing Automation.

14. Ringba

Ringba is the ideal call tracking and analytics software for marketers, contact centers, and agencies who need to control call flow, assign specific insights to campaigns, and enhance efficiency with strong real-time reporting and analytics.

Ringba is pioneering the era of speech, testing the boundaries of innovation, and redefining the way businesses engage with consumers. It is known for performance, flexibility, and competitive advantage.

Ringba treats its customers as partners, taking a hands-on approach. IT provides live sales and technical assistance to anyone who wants it.

Price: Starting at USD 99$

Known for: Call analytics

15. RingDNA

RingDNA‘s call tracking services are designed to provide a complete bundle of sales engagement, performance, and conversation intelligence.

AI-powered analytics, real-time sales performance review, and automated call transcription and analysis are all offered by RingDNA.

It provides the option to create training call libraries as well as AI-powered event-based notifications that enable quick response to issues such as competitor references or common objections.

RingDNA offers perfectly alright call control and Salesforce CRM integration, allowing users to contact prospects using local or randomized numbers.

Price: Contact for quote

Best known for AI-powered real-time analytics, Call monitoring, recording, and training libraries

16. CrazyCall

CrazyCall is a business phone platform that enables businesses and sales teams to contact consumers and leads. CrazyCall is distinguished by its ease of use through its amazing features.

Users may trace their calls by phone number, use an autodialer, record calls, transfer calls, listen to live calls, and more. They can also use the Click To Call widget to make single calls from any webpage.

CrazyCall‘s Inbound Calls feature has the potential to boost the satisfaction of customers while also assisting businesses in growing semi-passively through the callback widget that generates leads.

Best known for: Call recording and  IVR

17. JustCall

Justcall is a cloud phone system for call centers, sales, and marketing teams. Businesses can buy local and toll-free numbers in more than 70 countries through JustCall for their everyday calling and messaging operations.

JustCall offers a broad range of powerful call tracking tools. Over 45 CRM platforms are supported, including Salesforce, Active Campaign, Freshdesk, Zapier, and Zendesk. Its IVR speech recognition lets businesses build interactive caller menus.

It has progressive and predictive dialing capabilities. It also allows SMS messaging and reports analytics for calls, voice messages, and team engagement.

Price: Starting at USD 25$

Best known for: CRM Integrations and call analytics

18. Infinity Call Tracking

Infinity is the call tracking platform of choice for forward-thinking companies. It requires a cutting-edge partner with best-in-class dependability.

The new Conversation Analytics suite from Infinity opens up fascinating new options for understanding, categorizing, and accessing calls at scale.

Infinity now offers completely encrypted SIP calls, allowing businesses to get the full benefits of collaborating with a cloud-based partner while maintaining the highest level of security possible.

It is used by companies and agencies of different sizes all around the world, including Mazda, TripAdvisor, Rackspace, and Promises Treatment Centers. It is available in over 75 countries.

Price: Starting at USD 137$

Best known for: Conversation analytics

19. Phonexa

Phonexa is an all-in-one digital marketing platform that unifies a user’s marketing channels, as well as their corresponding businesses and accounting, into a single cloud-based solution.

It does, however, provide advanced call tracking features. It has a multi-level IVR with a voice recognition-based call routing tool, text-to-speech tools, and a voice-based customization tool. It also offers call analytics and reporting and mobile apps.

It enables event-triggered and on-demand call recording. It also includes additional capabilities such as digital marketing and tracking, activity tracking, caller ID, and keyword tracking.

Price: Contact for quote

Best known for: Multi-level IVR, Event-triggered call recording, and on-demand call recording

20. Freshdesk Contact Center

Freshdesk Contact Center is a commercial VoIP solution designed specifically for running an online call center that does not require integration with a company’s basic phone system.

It has a comprehensive set of incoming and outgoing calling capabilities, including logging, recording, and monitoring. It works perfectly with the entire Freshworks software suite.

Freshcaller provides a comprehensive set of call tracking and management tools. However, it does not provide call attribution by keyword or campaign. It also provides multi-level IVR solutions as well as call center insights and reporting in real-time.

Price: Starting with USD 15$

Best known for: CRM integration Multi-level IVR solutions and Real-time insights

21. Salesken

Salesken is a conversational intelligence platform that uses ML to diagnose conversations and optimize the performance of the sales teams, which reduces acquisition costs.

Interactive dashboards enable users to customize and view data in a suitable order. Live forecasting streams constant customer live data that helps teams to analyze and forecast possibilities and reduce risks.

Some notable features include AI, Speech-to-text, Lead qualification, click-to-call, knowledge base, machine learning, customer scoring, daily summary, etc.

Pricing: Request a custom quote

Best known for: Exporting and sharing data, live forecasting, and conversation intelligence.

22. DialogTech

DialogTech is a speech solution that specializes in call analytics and automation.   It tracks calls, collects data, and generates reports and analytics. Through a virtual call center, it aims to provide individualized sales and customer care.

DialogTech hosts an interactive voice response system (IVR) that is integrated with market research tools, surveys, and lead generation campaigns.

The program also boasts robust call and marketing attribution features that track the number of calls generated by various marketing channels.

Price: Contact for quote

Best known for: IVR

23. CallFire

Small and medium-sized enterprises will benefit from CallFire‘s self-service platform. It provides client histories for agents, reporting and analytics, and other important elements of a modern call tracking service.

Users can also customize agent scripts, record calls, and use voice broadcast and text messaging features with CallFire. It makes it easier for agents on the system to update information, give notifications, and keep track of employee performance.

Price: Starting price at USD 99$

Best known for Voice broadcast and text messaging

24. Marchex

Marchex is a call management solution. It focuses on giving advanced data to the marketing channels that generate the most inbound calls and prospects.

It categorizes incoming call results and links them to certain search phrases and activities. It automatically redacts call recordings for security and privacy.

The Marchex Institute offers live online chat, documentation, and webinars for client assistance and training.

It supports IVR voice recognition tools and offers conversion tracking, call routing, campaign attribution, and keyword tracking. Unfortunately, CRM integration is not available.

Price: Contact for quote

Best known for: Multi-channel analytics and IVR voice recognition

25. Clixtell

Clixtell promotes itself as a platform that combines call tracking, fraud prevention, and all-around digital marketing. Routing, recording, and transcriptions are among its call tracking tools, along with an advanced analytics engine.

Its guidelines that automate click fraud protection are a unique selling point aimed at preventing bot activity. With its conversion intelligence tool, users can track conversion rates by campaign, ad, page, and keyword.

Clixtell is controlled by a centralized user dashboard from which users may manage click and call traffic generated by websites. IVR voice recognition is the only sophisticated key function it lacks.

Price: Starting price at USD 10$

Best known for conversion intelligence tool and  advanced analytics engine

26. EngageBay

EngageBay is a business automation program that aims to solve what they see as a widespread problem of complicated solutions.

The platform is designed to merge sales, marketing, and customer service into an all-in-one internet solution. It assists small enterprises and startups with high capabilities at an affordable price point.

In addition to basic call tracking tools like call recording, call profiles and databases, call routing, and campaign monitoring, EngageBay has a native CRM module with ticketing and the help desk functions.

Advanced call quality monitoring services, such as automated transcription, keyword tracking, and IVR tools are not supported.

Price: Starting price at USD 8.99$

Best known for CRM module and Campaign tracking

27. LiveVox

LiveVox is a cloud-based contact center. Its Predictive Dialer is marketed as a solution for companies of all sizes and locations. Both manual and predictive dialing is supported.

Call recording, real-time chat, campaign management, reporting, and analytics, as well as IVR voice recognition features, are all included.

The Predictive Dialer from LiveVox connects to the company’s proprietary CRM platform and allows for integrated call center capabilities. This platform boasts advanced risk mitigation and security measures. Customers that want to enable more integrations can use an open API.

Price: Contact for quote

Best known for: Predictive dialer, CRM integration

Top 5 Best Inbound Call Tracking Software

1. Call Tracking Metrics

Call Tracking Metrics comes with simple yet elegant features like unified communications and call automation to help users advance their call tracking strategies.

CTM provides basic features like call recording with playback, lead qualification, IVR, call scheduling, and dynamic number insertion at its level best [matches all other competitors] that satisfy customers to the fullest. 

Some notable features include IVR, Multi-Channel Call Attribution Geo-routing, conversation intelligence, machine learning, etc.

2. CallRail

CallRail is one of the best call tracking software that uses conversation intelligence. The use of AI helps users automate transcription and call analysis. 

CallRail uses its multi-channel call attribution to decipher marketing campaigns. Visitor and Keyword tracking let you record the progress of campaigns and landing pages converting to inbound calls. 

Some notable features include IVR, Geo-routing, ROI tracking, conversation intelligence, multi-channel call attribution, etc.

3. Invoca

Invoca is the best call tracking software that offers customers multiple subscription choices. The best thing is Invoca connects your inbound calls to conversation intelligence, which helps you gain visibility of campaigns, ads, keywords, etc., assuring high-value calls.

Invoca uses conversation intelligence and advanced reporting to prepare intricate reports on various topics. Geo-routing and call scheduling help customers to reach proper representatives.

Some notable features include IVR, Geo-routing, ROI tracking, conversation intelligence, multi-channel call attribution, etc.

4. Revenue.io

Revenue.io is one of the best free call tracking software that empowers teams with recommendations and real-time guidance.

It is an AI-powered RevOps forum that has already collaborated with top establishments like AWS, amazon business, Fidelity investments, Cvents, and others.

Some notable features include recording prospect data, sorting prospects, automated voice calls, location generator, click-to-call, advanced reporting, etc.

5. 800

800 is the simplest call tracking software with a user-friendly interface. The vanity numbers, APIs, and webhook play a vital role in tracking prospects’ sources and contributing factors.

800 uses its multi-channel call attribution to decipher active and effective marketing channels, dynamic number insertion to track the number of each visitor, and visitor and keyword tracking to record campaign information.

Some notable features include Visitor and keyword tracking, Dynamic number insertion, geo-routing, advanced reporting, IVR, call scheduling, conversation intelligence, multi-channel call attribution, etc.  

Top 5 Best Outbound Call Tracking Software

1. Salesloft

Salesloft is one of the free call tracking software that uses a knowledge base from experts or previous employees to create playbooks and coaching materials to train new hires and interns.

It has reliable analytics that shows open rates to analyze opened emails; link rates display which email links are effective; attachment activity records the rate of email attachments downloaded and opened. These metrics are used by teams to analyze and devise new strategies to increase revenues.

Basic calling features like recording calls, generating locations, click-to-call, and call types are used to perform easy calls with a single click using local area codes to increase answered call rates and even record them for training and quality check purposes.

Some notable features include Machine learning, workflow management, CRM integration, Email tracking and automation, attachment activity, link activity, email scheduling, etc.

2. HubSpot Sales Hub

Hubspot Sales Hub is one of the best call tracking software with an inbuilt CRM, which facilitates users to create a single source of information to maximize sales with ultimate outbound calls.

HubSpot Sales Hub allows administrators to develop and test changes to CRM deployment. Lead management is broken down into various categories for easy access and identification. Marketing ROI Analytics produces effective reports on marketing activities and outbound calls.

Some notable features include configured pricing, approval workflow, data availability, etc.

3. Groove

Groove is one of the leading call tracking and sales engagement software for establishments that use Salesforce. It facilitates more than 70k people globally, including the giants like Google, Capital One, BBVA, Uber, and Atlassian.

Groove has a user-friendly interface that makes it easy for even new users to get the hang of it within a few sessions. It is compatible with most mobile devices that grant users freedom and flexibility.

Some notable features include Content management, workflow management and performance, CRM integration, email tracking and automation, Email platform categorization, integration and scheduling, etc.

4. DialPad Talk

DialPad Talk is one of the best business phone systems with the most elegant and simplest user interface. It facilitates 62,000+ businesses globally to date. 

Basic communication features like phone calls, video calls, instant messaging, screen sharing, conference calls, and desk-to-desk calls are of the best quality, and users have rated them highly. 

Some notable features include Desk-to-desk calls, an information locator, real-time call and meeting transcription, third-party tool integration, real-time analytics and reporting, record prospect data, API and webhook, hold music, etc.

5. Outreach

Outreach is one of the biggest and fastest-growing sales performance platform providers. It has become the only solution provider to make it into the Forbes Cloud 100. 

It is the only platform to integrate revenue intelligence, sales engagement, and conversation intelligence in a single venue. 

It facilitates users with call features like click-to-call, any-device calls, call recording, and location generator, which increases the success rate of answered phone calls with local area codes. 

Some notable features include email tracking and automation, Email categorization and platform integration, automated emails and scheduling, API integration to external systems, Templets, daily call summary, recording prospect data, link activity, etc.

Summing up

While running a business, you should know where your leads are coming from. With call tracking software, you will know exactly where. It is absolutely necessary to understand which part of your elaborate marketing strategy is working for you and make further plans based on that information.

Your potential leads will go in vain if you don’t have a reliable business phone system for giving a quality customer experience to close deals. Not to worry, KrispCall has all the right solutions for your business.

KrispCall  can easily integrate with the best call tracking software like Hubspot to give you the best experience from both platforms in one place. It gets better with KrispCall’s hot features like Intelligent Call Routing, Call recording, Sales dialer, and more.

With its cloud telephony service and comprehensive set of useful features, it will help your business move forward making it better choice for phone call management software. And since KrispCall has bundled a noteworthy set of features into affordable subscription packages, it won’t cost you an arm and a leg to get started.

And if you, by any chance, happen to be a first-time user, you can learn more about its features without actually buying a subscription. You can schedule a free demo and explore its abundant set of features without spending a penny.

FAQ

Bivek Khatiwada

Bivek Khatiwada is a Senior Analyst at KrispCall with a wealth of knowledge in VoIP, virtual phone systems, and cloud call centers. His expertise allows him to elucidate the benefits and advancements of modern communication technologies.