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 Salesforce. The product is available on a monthly subscription basis, and support is extended via phone, email, live chat and an online help desk.
CallTrackingMetrics Software - 1
CallTrackingMetrics Software - 2
CallTrackingMetrics Software - 3
CallTrackingMetrics Software - 4
CallTrackingMetrics Software - 5
CallTrackingMetrics video
CallTrackingMetrics Software - 1 - thumbnail
CallTrackingMetrics Software - 2 - thumbnail
CallTrackingMetrics Software - 3 - thumbnail
CallTrackingMetrics Software - 4 - thumbnail
CallTrackingMetrics Software - 5 - thumbnail

CallTrackingMetrics pricing

CallTrackingMetrics does not have a free version but does offer a free trial. CallTrackingMetrics paid version starts at US$39.00/month.

Starting Price:
US$39.00/month
Free Version:
No
Free trial:
Yes

Alternatives to CallTrackingMetrics

CallRail

CallRail makes it easy for businesses of all sizes to turn more leads into better customers. Serving more than 200,000...

Aircall

Aircall is a cloud-based business phone and call center system that helps manage and streamline customer support and...

Kixie PowerCall

Kixie is a cloud-based interactive voice response (IVR) solution that helps users automate their sales processes. It...

Nextiva Call Center

Nextiva offers a robust call center solution for business large and small. Nextiva Call Center allows companies to...

Vocalcom

0
Vocalcom is a web-based contact center software solution for managing multi-channel customer experience. The software...

ActiveDEMAND

ActiveDEMAND is a cloud-based marketing automation solution that caters to marketing agencies and helps them to create...

CallTrackingMetrics Reviews

Feature rating

Value for Money
4.4
Functionality
4.5
Ease of Use
4.2
Customer Support
4.5
5 reviews of 67 View all reviews
Jennifer
  • Industry: Marketing & Advertising
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/09/2020

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.

Dominic
  • Industry: Hospital & Health Care
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
2

4
Reviewed on 24/08/2020

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.

Alternatives Considered

8x8 X Series and Vonage Contact Center

Reasons for Choosing CallTrackingMetrics

Cost and the inability to switch to Salesforce Lightning Experience.

Reasons for Switching to CallTrackingMetrics

It was a purely cost driven decision.
Alexander
  • Industry: Marketing & Advertising
  • Company size: 51-200 Employees
  • Used Monthly for 2+ years
  • Review Source
Value for Money
1
Features
4
Ease of Use
2
Customer Support
2

3
Reviewed on 25/04/2022

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.

Pros

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.

Cons

- 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.

Response from CallTrackingMetrics

Thank you for taking the time to share your feedback, Alexander.

Generally speaking, assistance with technical issues through our Help Desk is available from Monday through Thursday from 7:30 a.m. to 7:30 p.m., Eastern Time and on Friday from 7:30 a.m. to 5:30 p.m. Eastern Time. Our team is available by phone call, chat, or email.

With regards to the difficulties with acquiring numbers in Canada, our number providers do occasionally have shortages of numbers in certain regions. When this happens, we should communicate next steps so that you have all options made available to you.

We would love the opportunity to research the difficulties you experienced with our services, as well as have an account manager touch base with you to address your concerns with our billing statements and reports. If you could call us at 888-770-3332 or email us directly at [email protected], we can take action to ensure that your concerns are addressed.

Replied 02/05/2022
Alex
  • Industry: Construction
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 16/05/2022

CallTrackingMetrics, it's resourcefull, easy to implement, and use!

A wonderful experience, since we implemented it our account manager was always eager to address any concerns that we had and the Support team is always very helpful in explaining if something isn't working or what could be a possible cause of the issue.

Pros

It's an amazing suite for small and large companies, it has everything you need, IVR, call recording, Call tracking, Queues, SMS tracking, and campaigns. You name it and they have it!

Cons

None that I can think of, it's a great product.

Diego
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
3
Customer Support
4

4
Reviewed on 20/08/2020

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.

Alternatives Considered

CallRail

Reasons for Choosing 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.

Reasons for Switching to 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.

Related categories