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Call Tracking Technology Selection Model

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Part of the Innovation, Technology, and Knowledge Management book series (ITKM)


In this chapter we evaluate the selection of a call tracking feature for an existing marketing automation solution. This type of selection process has become much more complex over time based on the sheer volume of offerings available, different technical approaches to implementation, and service plans (features plus costs). In order to manage this complexity for decision making, we gathered a set of core requirements from the client, assembled a panel of experts to rank the importance of requirements, and then evaluated the potential solutions based on those criteria. The actual decision making methodology used in this study is the hierarchical decision model (HDM) testing two alternative methods for evaluating the expert criteria ranking. In this case, by focusing on client requirements, rather than specific technologies or implementation approaches, allows us to greatly simplify this complex decision making process in the absence of a more detailed technical analysis of every possible solution.


  • Implementation Time
  • Marketing Material
  • Loan Officer
  • Core Requirement
  • Internal Inconsistency

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  • DOI: 10.1007/978-3-319-05651-7_2
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Correspondence to Wilson Zehr .

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Editors and Affiliations



No. Company name Website address
1 XO Communications
2 Call Fire
3 Dynamicic
4 Who’s Calling
5 Dial 800
6 Call Source
7 Customer Direct
8 Integra Telecom www.integratelecom
9 Answer Connect
10 Call Experts
11 We Answer
13 3COM
14 Aastra Telecom
15 ADTRAN Inc.
16 Dialexia Communications Inc.
17 Cisco Systems Inc.
18 Ring Central
19 E Voice
20 My 1 Voice
21 Free Voice
22 Fonality
23 freelineusa
24 Intelecom Solutions Inc.
25 Talk Switch
26 All Worx Corp
27 MiTel
28 Vertical Communications
29 AVAYA Inc.
30 SOHOware
31 Shoretel
32 NEC Corp. of America

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Zehr, W., Alawini, A., Alharbi, M., Borgan, M. (2014). Call Tracking Technology Selection Model. In: Daim, T., Neshati, R., Watt, R., Eastham, J. (eds) Technology Development. Innovation, Technology, and Knowledge Management. Springer, Cham.

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