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.
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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
Pricing Details:
CallTrackingMetrics is available in three monthly plan options. The Business Plan costs $39 per month for call and text tracking, call recording, basic call routing, and more. The Marketing Plan costs $99 per month and includes everything in the Business Plan plus unlimited web form tracking, conversion analytics, enhanced security, and more. The Contact Center plan costs $299 per month and includes everything in the Marketing Plan plus additional integrations, advanced call routing, predictive dialer, a soft phone system, and more.
Free Version:
No
Free trial:
Yes

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CallTrackingMetrics Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 63 View all reviews
Jennifer B.
  • 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 V.
  • 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.
Stephanie C.
  • Industry: Financial Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
3
Customer Support
5

4
Reviewed on 19/10/2021

The More info the better

We have made more money by using this product as it allows us to access info we wouldn't have had otherwise. Being able to track the missed calls from nights and weekends has produced many new leads.

Pros

Being able to see the phone number and some basic info about the person that calls is very beneficial to how we work a lead. Knowing what pages they came to helps direct the call in the right direction without wasting time.

Cons

We have several websites we track that are all part of one corporation, It's quite bulking and time-consuming to set them up all individually. I wish there was reporting that would show calls across all sites instead of having to swap back and forth between the 5 accounts we have.

Rachel C.
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
2
Customer Support
2

3
Reviewed on 06/02/2018

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

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.

Replied 23/05/2018
Verified Reviewer
  • Industry: Marketing & Advertising
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 17/03/2021

Easy Alternative to Call Rail

It has been good.

Pros

Easier to deploy than call rail. Give them a call or chat with them for a program to fit your budget or agency. Simple for a small business or a smaller agency.

Cons

Not as technical as CallRail. There are fewer selections on placement and connection.

Alternatives Considered

Google Voice and CallRail

Reasons for Choosing CallTrackingMetrics

I actually use them both depending on the client. If a client requires HIPAA or something more technical I use Call Rail. However if it’s a small local business then Call Tracking Metrics is suitable.

Switched From

CallRail

Response from CallTrackingMetrics

Thank you so much for the review! It is always helpful to hear how we measure up to our competitors.

Replied 09/04/2021

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