CallTrackingMetrics Reviews & Product Details

CallTrackingMetrics serves as the cornerstone of our attribution mechanics. We have found the system to be highly reliable and adaptable, meeting a variety of our needs. Review collected by and hosted on G2.com.

From an integration perspective, I honestly can't think of anything I dislike. Review collected by and hosted on G2.com.

The best thing about CTM is the ability to create and customize our entire phone system on all sides of our business, marketing, sales, and operations. The implementation is simple as CTM offers setup wizards and walk throughs for every situation you can imagine, and there has not been one feature that we needed that wasn't available, or wasn't able to be created for us. We subscribe to the Premium Support which we find is worth the cost as our phone system is complex and our needs are always changing. Additionally, they offer AI solutions now! Although we haven't implemented yet, these features will be a high priority in the coming months and years! The overall cost is very competitive based on the research we've done with competitors, but CTM offers many additional features that other competitors charge additional for. My personal favorite features are the smart dialer with adjustability based on volume, Real Time agent reporting that shows every agents status, duration, and allows managers to intercept or live listen on any calls (highly valuable for training and compliance!), and finally the ability to implement a lambda function that routes calls based on Salesforce status. This has been a game changer in regards to ensuring our inbound calls are being routed correctly regardless of the input from the customer. Review collected by and hosted on G2.com.

The options and customization can be intimidating at first as there are tons of features you'll be promoted to toggle on or off that likely haven't been thought about. The FAQ and walkthroughs help, but the complexity can be daunting. Additionally, there are periodic outages from their upstream provides which causes our business to come to a halt until fixed, but this is out of their control often. Finally, the upgraded softphone (v2) makes recognizing inbound/outbound text and read vs unread very challenging to identify quickly. Many agents complain about this as we all know texting is becoming a large opportunity to connect and follow up with customers in any industry. With agents using phone and text literally their entire shift, this becomes problematic and more time consuming than it should be. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Some settings take some digging and trial and error before getting them configured properly. Review collected by and hosted on G2.com.

I appreciate CallTrackingMetrics for providing development-minded solutions that allow us to effectively configure and manage workflows. The ease of setup and the ability to harness data effectively to measure campaign success is impressive. I find the Ask AI features, webhooks, and conditional logic extremely useful for clean, flexible data management. The focus on content deliverability and not just design, combined with excellent dedicated support, adds immense value. Review collected by and hosted on G2.com.

I find the lack of better preset templates challenging, and I wish there was an option that would allow us to copy and paste these preset templates across all of our sub-accounts. Review collected by and hosted on G2.com.

The CTM system is extremely user friendly and easy to use. The customer support is always on top of their game and gets back to you right away if you need anything.

We've requested a ton of features we felt would be beneficial to our company and they went out of their way to build these for us! Review collected by and hosted on G2.com.

There's nothing to dislike. Call Tracking Metrics is one of the best VOIP systems available today. Review collected by and hosted on G2.com.

The logic and structuring potential is as simple or complex as you need it to be, very dynamic and gives a lot of options for how best to structure your campaign attributions Review collected by and hosted on G2.com.

There is definitely a knowledge barrier to being able to use it to the fullest extent, but the team is great at helping work through complex issues and more importantly teaching you how to do it yourself Review collected by and hosted on G2.com.

CallTrackingMetrics is consistently working to enhance their product, regularly sharing upcoming features and improvements with their clients. Their team is highly receptive to feedback, and the platform itself is intuitive, user-friendly, and easy to understand. Review collected by and hosted on G2.com.

My only critique is the way SMS/text and web chat communications are combined in the reporting. Currently, both channels are funneled into the same communication stream, so pulling an SMS-only report also includes chat interactions. While CTM offers a solid workaround, it would ultimately be ideal to have these communication channels fully separated within reporting. Again, the existing workaround is effective, but native separation would provide even clearer insights. Review collected by and hosted on G2.com.

I love that CallTrackingMetrics is so easy to use. The reporting is straightforward, and setting up a call tracking number is incredibly simple. In just under 5 minutes, I was able to purchase a phone number for one of our commercials to track call volume effectively. The setup process is very straightforward, and their team was there to help, but honestly, it wasn't even necessary because the process was so simple. I appreciate how it helps decrease the ambiguity of call volume, allowing us to understand which marketing efforts provide the most value. The dashboard is great, and I look at it weekly with our sales team to discuss the quality and status of leads directly from commercials. It gives me clear data on advertising effectiveness, which is invaluable for iterating our marketing strategies. Review collected by and hosted on G2.com.

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CallTrackingMetrics has been incredible for us by solving our problem of needing countless phone numbers and being able to rotate through them. I love that we can have unlimited users without having to worry about per-user fees. It's great that we can record and transcribe all our calls, and they've even started utilizing AI to review some of them, which is super helpful. Their team is accessible and responsive when we have questions, especially about using the API connector or starting the white label service. We recently went through their training program with Chris Nally, and he was fantastic—extremely thorough and able to customize the training to our quite unique needs. The CallTrackingMetrics team has really impressed us. Review collected by and hosted on G2.com.

We've had some difficulty getting the Ask AI set up. We initially started that process about a year ago and it took several conversations with a couple of different agents to try and figure it out. And in the end, we canned that attempt and started using an external service. Now that we've taken the training with Chris Nally, we feel a little more equipped to circle back and attempt that process again, because the Ask AI feature promises a lot of valuable data. Review collected by and hosted on G2.com.

I love that CallTrackingMetrics can tie session information to the call so that I can get really granular with my tracking. This allows us to build dashboards that connect the call to the CRM and see how it moves through our sales funnel, all the way to revenue. It lets us understand how different advertising channels compare against each other and provides a way to attribute our organic efforts. CallTrackingMetrics enables closed-loop attribution, and thanks to it, I will start using offline conversions to optimize my Google Advertising and improve efficiency and lead quality. The initial setup was fairly straightforward. Review collected by and hosted on G2.com.

I wish the number pools were easier. It would be nice to get automatically notified if I don't have enough numbers in my pool. I want to make sure I don't lose any tracking but right now, it's very manual to know if I have enough numbers tied to a specific source. I want CTM to be able to pass data to RingCentral so that we can pass it from RingCentral to Salesforce. Review collected by and hosted on G2.com.