About CallTrackingMetrics

CallTrackingMetrics is a cloud-based call tracking and contact center solution for businesses and agencies that helps with tracking campaigns, reaching new audiences through integrated text marketing and online forms and using intelligent analytics to monitor the quality of conversations.

CallTrackingMetrics' key features include call tracking, call management, online forms, secure communications, reporting, conversation analytics, contact centers, agency tools, apps and messaging. The platform provides reports such as call center agent performance reports and agency performance reports.

CallTrackingMetrics integrates with applications such as Acquisio, Google Analytics, Google Marketing Suite, Facebook, Stripe, Flowdock, Desk, WordPress and Salesforc...


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Supported Operating System(s):

Web browser (OS agnostic)

46 Reviews of CallTrackingMetrics

Average User Ratings

Overall

4.57 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(30)

30

4 stars

(13)

13

3 stars

(2)

2

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 46 results

September 2020

Jennifer from Your Auto Solutions

Verified Reviewer

Company Size: 11-50 employees

Industry: Marketing and Advertising

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2020

Exceptional Value and the Support is Top Notch!

We are a marketing company and use it when placing ads via print, online, craigslist and so much more. It has helped us save numerous accounts that say they are not getting response from their advertising with us. We are able to print out detailed reports and physically show them how many calls they are receiving.

Pros

We have been with CTM forever it seems like! I have used many different call tracking applications, but, they are hands down the best! If you need something specific from reports, to call handling, forwarding, whispers, they can do it all. The support team is the most helpful with a quick response. From small to big issues they can do it all! The value you get with this CTM far exceeds any other software.

Cons

Honestly, there really isn't anything that I don't like. I haven't found anything that they can't do. If they can't do it, they find a way to make it happen for you.

Reasons for Switching to CallTrackingMetrics

Value and Support. I love that even after I have returned a number that I am still able to create a report and show the number of calls received when we did have the number.

August 2020

Dominic from Amatus Health

Company Size: 201-500 employees

Industry: Hospital & Health Care

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

2.0

Functionality

4.0

August 2020

Great marketing tool, subpar contact center application

I would say that it feels like a slight improvement over my last vendor, NICE inContact, because of the extra marketing tools at my disposal, but the contact center piece feels like a step backwards. The Support experience has been the worst part. It took months, many duplicate cases, and threatening to find another vendor for me to actually get some helpful tech support.

Pros

The suite of marketing features that come baked into the product far exceed the competition (others may offer similar products, but they're almost always a peripheral add-on that needs to be purchased in addition to the standard license).

Cons

The contact center software has not fully matured yet; it feels like an afterthought. Its integration with the biggest CRM in the world, Salesforce, is clunky and riddled with issues that are difficult to troubleshoot and reduce my agents' work efficiency.

Reasons for Choosing CallTrackingMetrics

It was a purely cost driven decision.

Reasons for Switching to CallTrackingMetrics

Cost and the inability to switch to Salesforce Lightning Experience.

February 2018

Rachel from Coffee-Powered Marketing

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

2.0

Functionality

3.0

February 2018

It is not ideal but does integrate with other programs and software

It is better than not having a program to track calls and it helps us to identify the sources for ROI purposes, but does not produce regular reports and you really never know if the person came from where it says if they call the main number which is not recorded and they can't make that happen, but to be fair neither can any other company I have talked to outside the actual phone company.

Pros

It helps us to know when someone is calling into one of our tracking lines. It integrates with Infusionsoft via zapier (one way connection so that infusionsoft doesn't cause issues for them) and then it also allows us to listen to those calls.

Cons

It does not record all calls. It does not do a great job of creating contacts into Infusionsoft as it makes duplicates because of how the system connects, NOT sure if this is their fault, Zapier's fault or Infusionsoft's fault.

Response from CallTrackingMetrics

Replied May 2018

Hi Rachel, Thank you for your feedback. I know you are passing data between several platforms, but CTM does offer call recordings and transcriptions. Please contact our support team if you have any issues or questions about how to use this feature.

November 2020

Rick from Driving Success

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2020

Way more than just call tracking

Pros

We first started using their platform because just needed to track the number of incoming calls for our marketing campaigns. It was good value for that function and works great....and then does about a million other things. I'm not about to pretend I have a handle on all the thing you can do with this platform. I wish I had found them before adopting our current SMS texting platform. It's contact management and voice integration works so much better and for less money than half a dozen enterprise platforms I tried. The contact management side of the platform is more robust than any standalone texting or phone platform I tried. The tagging and triggers built in to the platform, along with email integration make this a potential replacement for CRM in some applications. Talk to their sales team and take the free trial. You get to try all the features. There are so many reasons to use this product.

Cons

I can only give it 3 stars for ease of use and ease of deployment because it does soooo much. No fault to the platform, its robust and powerful with lots of features and lots of options. With all the features to toggle on or off and adjust there are lots of options. Don't worry though... you get personalized support from an assigned support rep. A real person you can reach out to for help.

August 2020

Diego from Systems & Marketing Solutions

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

August 2020

Great Software for the Price, Compared to other Options

We have been using the software for 4+ years. It is a good tool to implement for our clients as most of our clients get the majority of their business from phone calls.

Pros

CTM has many of the features offered by the bigger names in the industry at a more cost effective rate. Other similar software require more than 1 tracking number to integrate to Google Ads. Although CTM suggests to add more than one, it is not a requirement. Most of our clients are small businesses and don't have the traffic volume to necessitate more than one tracking number.

Cons

Reports are not as customizable as I would like.

Reasons for Choosing CallTrackingMetrics

Price. We were introduced to CallRail by a partner agency but the costs were more than what we were willing to pay. CTM provided most, if not all, of the features CallRail did but at a much better cost.

Reasons for Switching to CallTrackingMetrics

CTM provided the ability to easily integrate with Google Ads. The interface was also much more user friendly and generally, nicer to look at than what DialgTech had.