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
Free Version:
No
Free trial:
Yes

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CallTrackingMetrics Reviews

Feature rating

Value for Money
4.5
Functionality
4.6
Ease of Use
4.4
Customer Support
4.5
5 reviews of 102 View all reviews
Robert
  • Industry: Construction
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
3
Customer Support
5

5
Reviewed on 25/09/2020

Goodbye physical phone! Hello soft phone!

Pros

I can access it from anywhere, my home computer, my smartphone and it records all my calls so when I'm driving I can gather customer info and call them back after putting their info in my CRM.

Cons

It's highly customizable so that means it can be quite complicated in it's settings. But that's just a natural cause of it being very customizable, you have to invest some time to understand it.

John
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 24/08/2020

Everything I was Looking For!

Pros

For my business purposes, CallTrackingMetrics provides all of the marketing elements into one platform. I enjoy the Geo-Routing, tracking, and how we can integrate the software for many of our clients.

Cons

Not too many, I am a slow learner and often I need to call Customer Service,

Response from CallTrackingMetrics

Thanks for the awesome review, John!

Replied 26/08/2020
Meira
  • Industry: Luxury Goods & Jewelry
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
2

1
Reviewed on 04/05/2022

Choose Another Call Tracking Company

Pros

If it would work, it would be useful in measuring offline conversions.

Cons

Tried working with them for YEARS to get the data right because if it was correct, it would be so useful. Once I audited the data, the calls had nothing to do with the keyword data that was being reported. Until my arrival, the company was making decisions based on CTM's INCORRECT DATA! I implemented every change they recommended, including purchasing more numbers and inputting more sources but it was never resolved. When we decided to leave, they had auto-renewed our account and promised to refund, but did not. Additionally, many of the calls at the end were robocalls or hangups.

Alternatives Considered

CallRail

Reasons for Switching to CallTrackingMetrics

We had been with them for years and wanted to try and maintain the current integration.
Armando
  • Industry: Law Practice
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/09/2022

Happy trooper

CTM has been a total gamechanger for our business, from the capability to measure different sources to the extensive reports we can pull, CTM is simply a ''must have''

Pros

Tracking Sources, Dimension Reports, Recordings and Queues, all these features and how detailed they are help in great measure to achieve our production and marketing goals

Cons

No cons for now. CTM has offered a very smooth transition and work flow for us.

Alternatives Considered

Twilio

Switched From

Nextiva
Chris
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 06/09/2022

Amazing for Agencies

Their support team has been amazing, transferring over my clients from one software to another went smoothly, the software does more than I need, and I have far more control over pricing to keep clients happy.

Pros

Before, I used a competitor's product, and while it was good, I didn't know how much I was missing out on.
CallTrackingMetrics gave me so much more control!
- how I price call tracking services for my clients (including charging by the minute if desired!)
- how I create phone number pools (no arbitrary, pre-selected minimum amount of numbers)
- what services each client needs
- easier and faster switching between client accounts

If you are an agency or manage multiple accounts, this software is the best that I've found. I was able to save my clients money and have far more control over price stability in the long run, while improving the number of features available!

Cons

CTM is complex and some of the UI is not as intuitive/quick to learn as I wish. It was easy to miss a step or two in client setup (even with the help of their great Support team), and sometimes finding the menu or options you need is not quick and easy.
This is partly due to the fact that the software does so much, but it would be nice if I could hide certain menus, or during setup, tell them to hide menus for me so that I don't have to constantly scroll through a lot of options I'll never use.

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