CallTrackingMetrics
Review of CallTrackingMetrics Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
About CallTrackingMetrics
CallTrackingMetrics Screenshots
CallTrackingMetrics Features
CallTrackingMetrics Integrations
Customer Reviews
See why people love CallTrackingMetrics
Himanshu J.
Verified UserReal Estate · 501-1000 employees
Tracking call from multiple marketing sources
It is working as advance tracking software for us to generate lead and to manage updates. It's just absolutely perfect in managing and integrating with different marketing sources to give a collaborative report like Google Business , direct traffic , indirect traffic all.
- 1
- Perfectly integerable with other marketing tools to track and evaluate calls which are done by different marketing channels
- 2
- Extremely quick and easy setup
- 3
- Customer care is very knowledagable and helpful for any kind of support and troubleshooting
- 1
- UI is not very constant , frequent changes observed
- 2
- Learning of product is quite difficult
- 3
- Pricing structure is bit expensive
Sean M.
Verified UserHospital & Health Care · 501-1000 employees
Good Quality, Great Insights
I had a moment the other day where I was asked about my current call platform (CTM) in comparison to an older platform we used prior, and it was really eye-opening. I could not imagine going back and losing insights like customizable reporting, agent stats, live call listening, automated text messages, and ease of purchasing new numbers.
- CTM is a robust call platform, where it's complexity can almost be harmful if you aren't sure of what you are doing
- I love that it integrates fully with Salesforce as well as Google Looker
- I have spent some time learning the system and love being able to create my own reports, as well as call queues, IVRs, and automations
- The AI insights and transcripts are extremely helpful to monitor calls at a glance
- CTM unfortunately has the capacity to be buggy, and often times there's limited resources to help (unless you pay for an additional support package)
- I have found the CTM team to be responsive, though, and we have worked through the bulk of my issues
- CTM, being web-based, also has the potential to experience lags in quality, dropped calls and other issues
- And aforementioned, because the system is so complex, it is easy to create logic that causes more issues down the road than intended
- One benefit is that CTM tracks all changes (within almost everything) so you can hunt down and figure out what changed, when it changed, and by who
Switched From
Needed a more robust system to handle the amount of calls we were receiving, as well as looking for a way to gain reporting and marketing insight
Alexander S.
Verified UserMarketing and Advertising · 51-200 employees
Not intuitive. Difficult to find information. Too expensive
It was OK in the beginning. But it's so difficult to find information and to get decent reports on usage. In order to figure out how much we were paying for the Fixed Fee, I had to go into account settings and see what package we were on - because their bills don't actually show this. Their bills are literally: here is the total amount you were charged for the month. Ok, but what is the breakdown? How many minutes were used? What taxes did you charge? You can't find that information easily. Almost like it's by design to hide this information. Going to be dumping this software in favor of a different, more professional solution. There are many professional solutions out there with lower fees and better customer support.
- I like that it tracks calls from marketing channels quite well
- It is relatively easy to set up the call tracking and to get phone numbers
- - It's difficult to get customer support
- When I tried to get Canadian numbers, it was just messages "we can't get you that number at this time"
- No follow up
- No path forward
- - Their bills do not break down information
- How many minutes did I use for all the client accounts
- What was the fixed monthly charge
- It's not broken out on the bills
- It's very difficult to dig in and get account-level information
- - It's really expensive for the price
- If you're an agency, you have to pay $120 per month fixed fee, just for the privilege of being able to have child accounts
- It's very silly compared to many alternative options out there
Owen V.
Verified UserLaw Practice · 201-500 employees
Great platform for marketing attribution and call center solution.
I have had a very positive experience with CallTrackingMetrics. We found that its automation capabilities has saved our agents from having to do a lot of manual work and has freed them up for higher priority tasks.
- I enjoy the flexibility that is offered using CTM's platform
- CTM allows you to create custom triggers for almost any situation or activity that happens within CTM
- This allows us to seamlessly integrate with other platforms including our CRM
- In addition, we are able to automate many processes which frees up our agents to take care of higher priority tasks
- Moreover, CTM's custom fields allow you to pull in crucial client data from your CRM and build out conditional logic based on the client information from your CRM
- Furthermore, CTM is constantly putting out new feature such as Voice AI, Smart Routers, LeadReactors, and AI Texting agents
- These features are usually free of any additional cost and allows for a more sophisticated phone system
- Some settings take some digging and trial and error before getting them configured properly
- However, this can be overcome with a bit of trial and error
Switched From
Low level of support offered by RingCentral. The automation capabilities for RC were also very limited.
Lauren f.
Verified UserFinancial Services · 51-200 employees
CTM Review
Overall, we've had great success using CallTrackingMetrics! The team has been very helpful as we've built the system out to our exact needs, and the feature set is impressive.
- The system has many features available, but the setup is very intuitive
- If issues arise, there are plenty of help articles available as well as quick access to the support team
- It can be difficult to keep cost in check as you add additional services and volume
- Billing can be rather complex if using many features, so it can cause a lengthy audit process
Why they chose it
"The team was more responsive to our inquiries"
Colin D.
Verified UserMarketing and Advertising · 2-10 employees
Thanks for a Great Decade
Incredible compared to most other phone software. All the bells and whistles, but not bogged down by widgets, API connections or poor infrastructure. CTM is easy to present and train with, without taking agency away from it's users. It's Your particular setup & How You think work should flow.
- Speed of the platform, Ease of use, Ease of Training new clients & Onboarding existing ones
- Setup for digital marketing doesn't get much easier than this- and if it is, it's a worse experience
- Please see Service Titan Marketing Pro if you want to know what pain is
- Agency accounts cannot have multiple sub accounts open and reporting at once
- As a self-proclaimed power user I do wish I could grab more data at once, but this is probably a "me problem"
Why they chose it
"Integrated phones in an already slow to work with CRM, alongside differences in marketing theory/conversion actions"
Jeff D.
Verified UserTransportation/ Trucking/ Railroad · 11-50 employees
Excellent for customized solutions for all call center needs!
Excellent and would recommend to others with similar call center setups, especially those with little seasonal fluctuations in call volume.
- Almost every aspect is customizable for the organization now, and in the future
- The pricing is competitive and fair
- The customer support/tech support is fast to respond and thorough
- Almost all features one can think of are available, or can be available if needed
- Quick to adopt AI implementation and all new technology advances
- Minor temporary outages with upstream providers which causes significant impact to operations at times
- A minimum minute commit could make it hard for seasonal businesses
Wendy M.
Verified UserConsumer Services · 2-10 employees
Great Support
CTM has been very helpful to our business. The system is easy to use and our team can work independently. When there are issues, it is easy to contact the support team and most of the time, they can fix the issue within a few minutes. They offer a follow up email with the transcript and with helpful steps to take to correct an error or informative articles on the subject or feature we had an issue with.
CTM has enable us to give our agents multiple phone numbers at once to help streamline our ability to make calls nationwide
The AI capabilities were not sufficient for our needs as of yet, but as advances come in the AI field, we may be able to revisit CTM's AI tools
Corey M.
Verified UserMarketing and Advertising · 11-50 employees
CallTrackingMetrics is great for Google Ads users for accurate lead quality assurance.
My overall experience with CallTrackingMetrics has been positive. I've loved being able to pitch CallTrackingMetrics to clients who rely heavily on their phone calls. I create high quality conversion goals on Google Ads linking to Call Tracking Metrics with ease. If clients ever have concerns about their phone call quality, i'm able to log into Call Tracking Metrics easily to analyze these phone calls to find potential patterns & issues.
- Accuracy of Call Sources for quality assurance - Ability to listen to calls - Easy to learn - Helpful support & support team expertise - Affordable pricing packages - Easy integration & source tracking to Google Analytics & Google tag
- N/A - I have not experienced any negative features or aspects of CallTrackingMetrics
- The program has only been a positive experience for me
David H.
Verified UserMental Health Care · 51-200 employees
UTM and other technical issues
Working with CallTrackingMetrics has been a great experience. Their team built a custom script that pulls specific UTM parameters from our activity session data and logs them into our CRM, giving us a much more granular view of our ad spend and campaign performance. The solution works exactly as expected and has already improved the accuracy of our attribution. The CTM team has been responsive, knowledgeable, and easy to work with throughout the process. I highly recommend them.
- Very responsive and careful to listen and address issues related directly to our product and goals
- The team is pleasant, timely and from my perspective, subject matter experts in their given domains
In my experience, I've had a really pleasant experience so there's not much I can report as a negative
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This is very useful service. The company presents itself in a very professional manner.
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