# CTM Reviews **Vendor:** CTM **Category:** [Inbound Call Tracking Software](https://www.g2.com/categories/inbound-call-tracking) **Average Rating:** 4.5/5.0 **Total Reviews:** 757 ## About CTM CTM helps businesses turn everyday conversations into growth. Trusted by more than 100,000 users worldwide, including leading brands like Tinuiti, Morgan & Morgan, Tutor Doctor, and ServiceMaster, CTM connects marketing performance to revenue outcomes, giving teams the clarity to see which campaigns drive conversions and the insight to optimize every customer touchpoint. The result: more efficient lead handling, higher conversion rates, and improved ROI. Powered by rich conversation analytics, CTM unifies fragmented call, text, chat, and form interactions into a single, actionable view of customer behavior. With deep integrations across leading marketing, advertising, and CRM platforms—and partnership opportunities for agencies, affiliates, and technology providers—CTM makes it simple to align data, teams, and results. Guided by our purpose to create a better human experience through technology, CTM empowers businesses to make every conversation count. ## CTM Pros & Cons **What users like:** - Users commend the **responsive customer support** of CTM, ensuring quick resolutions and excellent assistance when needed. (49 reviews) - Users find CTM incredibly **easy to use** , thanks to its intuitive UI and excellent support from dedicated representatives. (47 reviews) - Users praise CTM for its **excellent customer support** and user-friendly features that enhance efficiency and training. (43 reviews) - Users value the **extensive call tracking capabilities** of CTM, enhancing insights and optimizing marketing strategies effectively. (30 reviews) - Users love the **user-friendly design** and responsive customer support of Call Tracking Metrics for efficient tracking. (28 reviews) - Users highlight the **seamless integration capabilities** of CTM, enhancing productivity and simplifying reporting processes. (25 reviews) - Users value the **attribution accuracy** of CallTrackingMetrics, enabling effective optimization of marketing campaign strategies. (23 reviews) - Easy Integrations (23 reviews) - Users value the **call recording feature** of CallTrackingMetrics for insights into campaign performance and marketing optimization. (22 reviews) - Easy Setup (22 reviews) **What users dislike:** - Users find the **steep learning curve** of CTM challenging, making initial setups and integrations quite difficult. (23 reviews) - Users find the **complexity of features** overwhelming at first, which can hinder productivity and effective communication. (15 reviews) - Users find the **difficult navigation** of CallTrackingMetrics challenging, especially for newcomers trying to access key features. (15 reviews) - Users find the **steep learning curve** of CTM challenging, complicating their ability to utilize its features effectively. (15 reviews) - Users find the **missing functionality** frustrating, specifically regarding preset templates and global number accessibility. (11 reviews) - Complex Setup (10 reviews) - Difficult Setup (9 reviews) - Users find the **missing features** frustrating, such as limited templates and bugs impacting functionality on devices. (9 reviews) - Navigation Difficulty (9 reviews) - Not Intuitive (9 reviews) ## CTM Reviews ### 1. Efficient & Seamless Call Tracking Solution **Rating:** 3.5/5.0 stars **Reviewed by:** Elijah C. | VP of Digital, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2023 **What do you like best about CTM?** I have not noticed any thing new about CTM, I saw the transcription features, but nothing else substantial. **What do you dislike about CTM?** The communication with the reps back in the late 2010s were excellent, and now there is hardly any contact that I have from my 'assigned rep' if anything goes wrong. I get the 'new features' emails which is fine, but a personalized support mechanism that tailors solutions to my use cases is an easy way for you guys to increase adoption rates. Plenty of customers want to give you their money, you just have to show us the tools and the value. the defaults when I set up my phone numbers don't make sense; routing texts to a 'queue' does not help when it should automatically route them to the phone number. **What problems is CTM solving and how is that benefiting you?** For the Google Ads channel, there are ad extension call solutions and website tracking call solutions (through a tracking code), but CallTrackingMetrics allows me to see how each individual campaign drove specific website calls. **Official Response from Andrew Clark:** > Thanks for the review. Stay tuned for some substantial updates coming out this summer. ### 2. CallTrackingMetrics: A Strong Solution for Optimizing Call Tracking and Marketing Performance **Rating:** 4.5/5.0 stars **Reviewed by:** Loganathan V. | MIS - Infrastructure Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2024 **What do you like best about CTM?** I would say that their routing features have improved a lot in the recent years. Now setting up an IVR menu and smart routing makes it easy for the team members to get the right amount of calls. We started using their speech to text transcriptions and keyword spotting. Instead of listening to audio for hours, we use the transcript scan. **What do you dislike about CTM?** Because costs are split across tracking numbers, minutes, texts and premium features, it's a bit difficult to easily forecast or audit our monthly expenses. For those managing multiple sub accounts or websites like us, pulling a single unified report is still a bit tedieous without constantly switching back and forth. **What problems is CTM solving and how is that benefiting you?** We struggled to identify which marketing channels were driving calls and leads. CallTrackingMetrics provides clear insights into where our calls are coming from. Before using CallTrackingMetrics it was difficult to organize and followup with leads effciently. Now with call tracking and CRM integration, our sales team can easily manage leads and followup. **Official Response from Andrew Clark:** > Thanks for taking the time to update your review. ### 3. Outstanding Support, Ease of Use & Centralized Data **Rating:** 5.0/5.0 stars **Reviewed by:** Kim F. | Director of Search Engine Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2025 **What do you like best about CTM?** The customer support is terrific, and our agency partner is extremely responsive and understands our goals and needs. I'm in the platform nearly every day and gain valuable insights on our lead output, identify any carrier issues, etc. I also find their integrations to be straightforward. They are innovating new things consistently to keep CTM cutting-edge. **What do you dislike about CTM?** I wish the filters would be sticky like the last 30 days when toggling on different location filters or between accounts. It would be nice if the filter was sticky once set b/c sometimes all I want to do is change the date range but I have to redo it each time. A reset button to defualt at the top would be nice too. **What problems is CTM solving and how is that benefiting you?** leads by source for both forms and calls, it's also passing Enhanced Conversions data directly into our Google Ads Client accounts. **Official Response from Andrew Clark:** > Thanks for your review and feedback! ### 4. All the number buying capabilities you will ever need **Rating:** 4.5/5.0 stars **Reviewed by:** Kaden L. | Head of B2B, Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2023 **What do you like best about CTM?** I love their AI tools. They can analyze call transcripts. They also have tools that let us score the quality of the call like call duration which allows us to create custom events for our ads. **What do you dislike about CTM?** More accurate ad attribution. They already do a great job but there is always room for improvement. **What problems is CTM solving and how is that benefiting you?** CallTrackingMetrics helps us to attribute calls to our advertising efforts. It also allows us to listen to calls to ensure we are attracting the right kind of customers to our advertising. **Official Response from Andrew Clark:** > Thanks for the review, and we're happy to hear that you're enjoying the AI tools! ### 5. Reliable and Adaptable Attribution Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Stephen B. | Director of Data Enablement, Enterprise (> 1000 emp.) **Reviewed Date:** December 19, 2025 **What do you like best about CTM?** 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. **What do you dislike about CTM?** From an integration perspective, I honestly can't think of anything I dislike. **What problems is CTM solving and how is that benefiting you?** Managing comprehensive attribution data presents a significant challenge for modern businesses, largely because it requires correlating information from numerous, disparate third-party marketing and communication platforms. This complexity is compounded by the constant flow of frequent platform updates that can introduce data inconsistencies, as well as the risk of occasional system outages that halt data collection entirely. Recognising these operational hurdles, CallTrackingMetrics provides a robust solution. Its deep, native platform integration effectively centralizes and normalizes this complex data stream, ensuring consistency and reliability despite external volatility. This strategic data management layer is crucial, as it fundamentally addresses the underlying technical and logistical issues, allowing our team to shift their focus from continuous data troubleshooting to the more valuable task of strategically configuring detailed and comprehensive attribution settings across every single one of our diverse lead contact points. **Official Response from Andrew Clark:** > Thank you for your review! ### 6. CTM Empowers Customization and Maximized Efficiency Across Our Business **Rating:** 4.5/5.0 stars **Reviewed by:** Jeff D. | Workforce Manager/Business Support Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2025 **What do you like best about CTM?** 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. **What do you dislike about CTM?** 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. **What problems is CTM solving and how is that benefiting you?** CallTrackingMetrics is solving multiple problems within our organization. First, the ability to have tracking numbers, receiving numbers, and target numbers, we have the ability to set up new unique phone numbers to use on our marketing partners' sites that allows tracking and performance for each lead source. We are currently using more than 200 numbers! Additionally, for our sales call center they help solve how inbound calls are handled (sales que), and how to ensure agents are remaining productive throughout the day (smart dialer). There hasn't been a business problem relating to customer calls/communication that CTM was not able to offer a solution for. **Official Response from Andrew Clark:** > Thanks for the very thoughtful review! ### 7. CallTrackingMetrics is the best call tracking solution for digital marketing agencies **Rating:** 5.0/5.0 stars **Reviewed by:** Kory L. | Director of Sales and Client Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2024 **What do you like best about CTM?** CTM provides a great deal of resources, including regular webinars that provide a great deal of helpful information. **What do you dislike about CTM?** I still feel they need to improve the UI of the dashboard for agencies. The navigation between accounts and within each account is cumbersome. **What problems is CTM solving and how is that benefiting you?** We can track all call conversions for our clients' Google Ads campaigns. **Official Response from Arielle Kimmer:** > Thanks so much for the review! We're happy to hear about the ease of setting up sub accounts and purchasing numbers! ### 8. Great platform for marketing attribution and call center solution. **Rating:** 5.0/5.0 stars **Reviewed by:** Owen V. | API Integrations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2025 **What do you like best about CTM?** 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. **What do you dislike about CTM?** Some settings take some digging and trial and error before getting them configured properly. **What problems is CTM solving and how is that benefiting you?** Autodialing, agent activity tracking, marketing campaign attribution, Google Ads conversion optimization, automated texting. **Official Response from Andrew Clark:** > Thank you for your review! ### 9. Connects Marketing to Revenue with Precision **Rating:** 4.0/5.0 stars **Reviewed by:** Steven M. | Account Manager, Marketing and Advertising, Enterprise (> 1000 emp.) **Reviewed Date:** January 02, 2026 **What do you like best about CTM?** I use CallTrackingMetrics to track and attribute inbound phone calls and form submissions back to specific marketing campaigns, channels, and keywords. This helps me understand which campaigns are actually driving high quality leads, which is very helpful. What I like most is how clearly it connects marketing activity to real revenue-driving conversations. The attribution and tracking accuracy really stands out. Being able to tie calls to campaigns gives me confidence when optimizing budgets and making recommendations. The reporting is also a big plus. The reports are client-friendly and easy to customize, which saves time and helps clearly communicate performance and ROI. **What do you dislike about CTM?** UI performance and navigation could be smoother. Certain workflows require multiple clicks or switching between sections, which can slow things down. Streamlining the navigation where possible could help make the experience more efficient. In addition, while the reports are strong, building very specific or highly customized ones can sometimes feel more complex than needed. Improving this or having present templates could save time. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to track and attribute inbound calls and form submissions to specific campaigns. It eliminates guesswork in lead sourcing, bridges marketing and sales gaps, and improves ROI assessment with call recordings and transcripts. **Official Response from Andrew Clark:** > Thanks for your feedback; we've got some UI improvements on our 2026 roadmap. ### 10. Empowered Our Client's Marketing Efforts with Reliable Data Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Aaron W. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2020 **What do you like best about CTM?** 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. **What do you dislike about CTM?** 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. **Recommendations to others considering CTM:** In looking into phone call tracking software CallTrackingMetrics has everything we need as an agency. Most importantly their interface is built to be affordable, scalable, lean and agency-friendly. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to solve call tracking issues, ensuring marketing campaign success by relying on data quality and getting insights into call quality rather than just call volume. **Official Response from Andrew Clark:** > Thanks for your review, Aaron! ### 11. User-Friendly CTM with Outstanding Support and Custom Features **Rating:** 5.0/5.0 stars **Reviewed by:** Cory L. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about CTM?** 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! **What do you dislike about CTM?** There's nothing to dislike. Call Tracking Metrics is one of the best VOIP systems available today. **What problems is CTM solving and how is that benefiting you?** We didn't know where all of our deals were coming from, with CTM we were able to add different phone numbers to different campaigns to be able to see where all our customers are coming from! They also have a great integration with google adwords that will pass the deal information to it so you can run target ROAS as a 99% lead generation/telemarketing room. **Official Response from Andrew Clark:** > Thanks for your review! ### 12. Flexible and Dynamic, But Requires a Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Adam J. | Director Of Business Development, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2025 **What do you like best about CTM?** 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 **What do you dislike about CTM?** 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 **What problems is CTM solving and how is that benefiting you?** It is helping us hone in on specific channel attribution in ways that were difficult without a product like this - rather than search, social, display, organic, you can tie attribution directly back to the specific campaigns within those channels and assign CTA with a much higher degree of confidence **Official Response from Andrew Clark:** > Thanks for your review and feedback! We've got some things in the product pipeline for next year related to making our platform easier to extract insights faster. ### 13. Intuitive Platform with Outstanding Client Communication **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2025 **What do you like best about CTM?** 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. **What do you dislike about CTM?** 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. **What problems is CTM solving and how is that benefiting you?** We use CallTrackingMetrics for two major parts of our organization, and it’s become a really important tool for us. CTM handles all of the incoming activity to our 24/7 call center not just phone calls, but also chat requests from our website and app, plus SMS conversations with our customers. We also rely on CTM for our marketing attribution, including GA4, which has been a huge help. It’s great having one platform that can manage so many of the things we need to run both our call center and our marketing efforts. It keeps everything in one place, makes our day-to-day work easier, and helps us stay more organized. Overall, having one system that brings all these essential functions together has been a big win for our team. **Official Response from Andrew Clark:** > Thanks for your review and feedback on our SMS and web chat functionality. ### 14. Effortless Call Tracking with Clear Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Natalie H. **Reviewed Date:** December 09, 2025 **What do you like best about CTM?** 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. **What do you dislike about CTM?** N/a **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to track calls from our TV commercial. It decreases call volume ambiguity, helps identify valuable marketing efforts, and provides straightforward reporting. It allows me to quickly purchase phone numbers to gauge ads' impact, equipping me with clear data for marketing adjustments. **Official Response from Andrew Clark:** > Thanks for your review! ### 15. Empowers Call Management with Robust Features **Rating:** 5.0/5.0 stars **Reviewed by:** Mandie H. | Chief Operations Officer **Reviewed Date:** December 07, 2025 **What do you like best about CTM?** 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. **What do you dislike about CTM?** 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. **What problems is CTM solving and how is that benefiting you?** We use CallTrackingMetrics for making outbound and accepting inbound calls with call recording and data capture. It solves the problem of needing many phone numbers, allows unlimited users without fees, records and transcribes calls, and integrates AI for call reviews. **Official Response from Andrew Clark:** > Thanks for your review, especially the feedback on our training! ### 16. Boosts Marketing ROI with Advanced Tracking Features **Rating:** 4.0/5.0 stars **Reviewed by:** Alexa G. | Marketing Manager - Digital Advertising **Reviewed Date:** December 05, 2025 **What do you like best about CTM?** 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. **What do you dislike about CTM?** 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. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to track marketing efforts, understand ad spend ROI, and identify valuable channels. It integrates session data with calls for detailed tracking and closed loop attribution, allowing optimization of advertising and lead management. **Official Response from Andrew Clark:** > Thanks for your review! We'll also pass along your integration idea to our Product team for future consideration. ### 17. Exceptional Support and Lightning-Fast Response Times **Rating:** 4.5/5.0 stars **Reviewed by:** Steven D. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2025 **What do you like best about CTM?** The incredibly fast and diligent response time from the team at CTM. Anytime I run into an issue and ask for help, every member of the team is always willing to assist and help clarify my questions. **What do you dislike about CTM?** Sometimes I get a bit lost in trying to find certain numbers or information that i'm searching for. Take this with a grain of salt though since there are over 700 numbers i believe associated with our account and i'm sure some of the navigating errors are user error, not a reflection of CTM. **What problems is CTM solving and how is that benefiting you?** I don't have to juggle dozens of local phone providers nationwide. Every phone number our company utilizes are in one location. Ridiculously convenient. **Official Response from Andrew Clark:** > Thanks for your review and feedback on our product's setup! We've got some planned improvements on the UX front for 2026 that hopefully address your concerns. ### 18. Insightful AI Integration, Stellar Support **Rating:** 4.5/5.0 stars **Reviewed by:** Madison L. | Marketing Specialist **Reviewed Date:** December 02, 2025 **What do you like best about CTM?** I really appreciate CallTrackingMetrics, particularly for the AskAI and ChatAI functionalities. These features are integral to my work, as AskAI helps us analyze inbound phone calls based on specific criteria, while ChatAI allows us to build chatbots for our company's website. This helps us gain valuable insights into our users' inquiries, evaluate how well we respond to their questions, and understand whether our sales team is effectively fulfilling their roles. Additionally, ChatAI is invaluable in answering user questions when our agents are not available. One of the aspects I truly admire about CallTrackingMetrics is its outstanding customer service. I always feel confident that I can reach someone when needed, and every interaction I’ve had with their staff has been positive. The team is consistently kind, attentive, and open to discussing new features that may align with their business model, which truly stands out to me. **What do you dislike about CTM?** I find it challenging that CallTrackingMetrics does not currently allow the integration of knowledge gained from inbound phone calls and texts into the AI functions. This capability would be beneficial and could set the platform apart by enhancing its AI capabilities. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to gain insights into user inquiries and ensure our salespeople are performing well. The ChatAI feature answers user questions when agents are offline, improving customer interaction and support availability. **Official Response from Andrew Clark:** > Thanks for your thoughtful review, and our team will be in touch soon about your AI-specific feedback. ### 19. Easy to use, Feature-Rich Platform with Outstanding Support **Rating:** 5.0/5.0 stars **Reviewed by:** Eyal G. | CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** December 10, 2025 **What do you like best about CTM?** The platform is incredibly easy to implement and extremely feature-rich. Even after using it for the past 12 years, I continue to discover new functionalities. The support team is excellent, and I truly don't understand how any business could operate without using CTM. **What do you dislike about CTM?** There isn't much to mention, but I would say my main issue is that I can't develop community integrations to extend the existing app integrations within the CRM but I am able to do so using the API. **What problems is CTM solving and how is that benefiting you?** If you are running ads on platforms like Google, Facebook, Instagram, or TikTok and directing traffic that results in phone calls, it's essential to know which specific click or session led to each call. In our experience, the only effective solution for this is using CTM. We rely on it daily, and it has significantly helped both us and our clients to optimize online campaigns. **Official Response from Andrew Clark:** > Thanks for your review and support! ### 20. Great insights! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** May 02, 2023 **What do you like best about CTM?** Super useful to understand attribution and provide better explanations to clients **What do you dislike about CTM?** Help guidelines do not match the actual interface or procederes sometimes **What problems is CTM solving and how is that benefiting you?** Lead transparency and quality, information: source, caller id, keyword level data and even audio recording of each call. We can make a better analysis of the advertising efforts we are doing. **Official Response from Andrew Clark:** > Thanks for your review, and stay tuned this summer for a UI overhaul! ### 21. Unbeatable for call attribution + evolving into complete phone provider. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** December 04, 2025 **What do you like best about CTM?** We've been using CTM for a few years and it is overall a great, reliable product. When it comes to call attribution and integrating with other platforms, CTM is the only way to go. We are able to have crystal clear visibility into where our calls are coming from, helping to guide campaign performance and overall make better marketing decisions. The support team is reliable and CTM provides regular webinars as an additional benefit. There is always a resource of some kind available when needed, which is invaluable. **What do you dislike about CTM?** While we’ve experienced occasional glitches with the mobile app, the pace of ongoing development has been impressive, and it’s clear their team is deeply committed to improving the platform and supporting their users. **What problems is CTM solving and how is that benefiting you?** CTM solves our need for call attribution and is being launched as our complete solution for managing all calls and texts for our organization. **Official Response from Andrew Clark:** > Thanks for your review! ### 22. Streamlines Call Tracking with Ease **Rating:** 5.0/5.0 stars **Reviewed by:** Juls S. | Director of Marketing & Operations **Reviewed Date:** November 24, 2025 **What do you like best about CTM?** I love how easy CallTrackingMetrics is to set up and use. Once we've got it running, there is very little maintenance required, which makes our work efficient. I also appreciate how seamlessly we can pull the data into our Looker Studio for client reporting, allowing for effective tracking of organic and paid phone call origins. This capability helps in tailoring our marketing strategies and adjusting advertising budgets precisely to the channels that are converting into leads and sales. Overall, CallTrackingMetrics simplifies our operations and enhances our ability to maximize client engagement and business outcomes. **What do you dislike about CTM?** Overall, the system performs well but there are some areas for improvement. The interface can sometimes feel cluttered, making it difficult to navigate efficiently. Additionally, the reporting features are not as customizable as I would like, which can limit the way I present data and insights. Furthermore, while the initial setup was straightforward, it felt a bit clunky at times to find the right areas within the platform. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to track call sources, optimizing marketing strategies and budgets effectively. It's easy to set up, integrates with Looker Studio for reporting, and allows tailoring marketing efforts to channels converting leads and sales. **Official Response from Andrew Clark:** > Thanks for your review! ### 23. Customizable, Efficient, and Salesforce-Friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Marcela C. **Reviewed Date:** November 21, 2025 **What do you like best about CTM?** I love how customizable CallTrackingMetrics is, and its intuitive ease of use makes setting up different elements such as queues and triggers according to our specific needs straightforward. The LeadReactor feature is particularly noteworthy; it has significantly enhanced our outreach efforts' speed and efficiency, making it a complete game changer. The AI capabilities for quality assurance checks impress me as well, helping us streamline processes by providing real-time insights with call scores and audio attachments. This makes it easier to address training requirements or corrections needed for better conversions and patient retention. Additionally, I appreciate the new AI chat feature, which, though still being explored, adds great value to our operations. Finally, the seamless integration of CallTrackingMetrics with our Salesforce environment is fantastic, allowing us to establish flows and triggers effortlessly, which enhances our workflow efficiency. **What do you dislike about CTM?** I really wish CallTrackingMetrics allowed setting different configurations for each queue because each queue corresponds to a different team, such as the enrollment team, customer service team, or clinicians. Each of these teams has different needs, KPIs, and operational structures. The inability to customize settings for each queue, like varying wrap-up times and call statuses, is a limitation. Being able to silo the teams with different settings would be highly beneficial and is definitely on my wish list. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to efficiently connect with customers via phone and text, streamline lead management with Lead Reactor, and enhance quality assurance with AI tools, improving team efficiency, conversion rates, and retention. **Official Response from Andrew Clark:** > Thank you for your review! ### 24. Exceptional Support and Seamless Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Brendan D. **Reviewed Date:** November 21, 2025 **What do you like best about CTM?** I like the exceptional hands-on support from the CallTrackingMetrics team. Whenever a team member has a question, their support team responds in a helpful, polite, and prompt manner, making them incredibly reliable. From a functionality standpoint, the ability to schedule exports via SFTP is extremely beneficial as it allows us to automate processes using our internal resources efficiently. This feature streamlines our workflow significantly. Furthermore, while I wasn't part of the initial setup, I've found that setting up CallTrackingMetrics on a new website is a fairly simple process, indicating its user-friendliness. Altogether, these aspects contribute to making CallTrackingMetrics a valuable asset for our operations. **What do you dislike about CTM?** I find it somewhat limiting that there is no ability to label our scheduled exports in CallTrackingMetrics. This would significantly help in clearly identifying and managing multiple exports. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to measure the effectiveness of our paid media and SEO efforts, attributing revenue accurately. It automates processes with scheduled exports via SFTP, saving time and resources, and their support team resolves issues promptly. **Official Response from Andrew Clark:** > Thank you for your review! ### 25. Unmatched Flexibility and Outstanding Support **Rating:** 4.5/5.0 stars **Reviewed by:** Jessica B. | Customer Experience Program Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 29, 2025 **What do you like best about CTM?** I like that we were able to personalize the program to fit our business needs **What do you dislike about CTM?** The reporting can be difficult to navigate through when wanting to use the data on a dashboard like Looker Studio or Tableau **What problems is CTM solving and how is that benefiting you?** With CTM, we’re able to listen to our customer-facing phone calls. Now that we’ve implemented the AI feature, we receive real-time notifications on calls that present opportunities. This gives us valuable insight into what’s happening with both our team and our customers, even when we’re not in the office or directly involved in every phone interaction. **Official Response from Andrew Clark:** > Thanks for your review! ### 26. Effortless to Use with Outstanding Support **Rating:** 5.0/5.0 stars **Reviewed by:** Rachel Z. | Marketing Director, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2025 **What do you like best about CTM?** The platform is very easy and straightforward to use. There are settings for pretty much anything I could need. I know my company doesn't use the platform to the full extent but for what we do use, it's fantastic! Also, we love working with our account reps! they are always helpful. **What do you dislike about CTM?** Can't think of anything specific, but if there was anything, I bring it up with my rep. **What problems is CTM solving and how is that benefiting you?** My company records all inbound call activity to track marketing efforts, have on record proof in case needed down the line for any reason, customer service review, and sales training - all of this benefits us as a business and helps us improve our efforts. **Official Response from Andrew Clark:** > Thank you for your review! ### 27. Powerful Call Solution with Learning Curve **Rating:** 4.0/5.0 stars **Reviewed by:** Arianna K. **Reviewed Date:** December 03, 2025 **What do you like best about CTM?** I like that we have a dedicated representative, Peter Bacon, who is an excellent guide to the software and its capabilities. This dedicated support helps us understand and utilize the various features of CallTrackingMetrics to better manage our call activities and ensure all activity information is properly logged into our CRM. The personalized assistance provides a reliable resource for navigating the software, making it easier to maximize its potential in our admissions department, which relies heavily on this tool for handling inbound and outbound calls. **What do you dislike about CTM?** The ease of use could be improved. It requires several meetings with our representative to fully understand the features, settings, and capabilities of CallTrackingMetrics. Additionally, the initial setup is not very easy. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics for call activities and logging form activities. It ensures all activity information is integrated into our CRM, helping our admissions department operate efficiently. **Official Response from Andrew Clark:** > Thanks for your review! ### 28. Effortless Setup and Exceptional Tracking Features **Rating:** 5.0/5.0 stars **Reviewed by:** Brad M. | Sales and Marketing Technologist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2025 **What do you like best about CTM?** I really appreciate the ease of use and setup with CallTrackingMetrics, as it does not require any developers to set up or maintain it. This makes it very accessible for our team. I also value the out-of-the-box integrations it offers, such as with Google Ads, Microsoft Ads, and analytics platforms, which significantly enhance our capabilities. These integrations allow us to effectively track conversions back to various ad campaigns, including Google and Microsoft, as well as email and mail campaigns. This has been instrumental in measuring our return on ad spend (ROAS). Additionally, the onboarding support provided by CallTrackingMetrics was smooth, and porting numbers was straightforward. Although there is a slight learning curve with understanding their workflows, this is typical of any software. The capability to use CallTrackingMetrics with other tools like HubSpot and Salesforce is also excellent, providing seamless integration with our existing systems. **What do you dislike about CTM?** The voice AI feature of CallTrackingMetrics is not as robust or easy to use as other similar solutions available in the market. It's challenging to work with, particularly when trying to integrate it with our backend systems. **What problems is CTM solving and how is that benefiting you?** CallTrackingMetrics tracks call sources, routes calls to different queues, supports mass texting, and integrates easily with tools like Google and Microsoft ads for measuring ROAS, all manageable without developers. **Official Response from Andrew Clark:** > Thanks for your feedback! ### 29. Customizable Call Tracking with Room for Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Elliot T. | Salesforce Administrator **Reviewed Date:** November 11, 2025 **What do you like best about CTM?** I appreciate the high level of customization that CallTrackingMetrics offers. The ability to use custom fields and triggers is invaluable for my needs. I have successfully used these features to build additional data segments, such as tracking vendors with multiple campaigns and efficiently sending this data into Salesforce. The service also supports keyword listening to automate processes and enables tagging for assessing call quality as good or bad, which enhances our operational efficiency. Additionally, CallTrackingMetrics seamlessly integrates with other tools I use like Salesforce, Google Analytics, Gravity Forms, and Zapier, making it an integral part of my workflow. Despite a challenging setup, the trade-off is worth it because of the improved customization capabilities that this platform provides. **What do you dislike about CTM?** Sometimes, despite the generally high volume of data we're handling, I notice that some triggers fail. Although this is rare, it does happen, and I haven't received a satisfactory explanation from the technical support team. Additionally, while I appreciate the improved customization that CallTrackingMetrics offers, the initial setup process is quite difficult, which can be a significant trade-off. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to track marketing effectiveness and customize data handling, enabling trend identification and automation, which enhances strategic decision-making and operational efficiency. **Official Response from Andrew Clark:** > Thanks for your feedback! ### 30. Optimized Lead Tracking & Exceptional Support **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew M. | Chief Integrations Office, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2025 **What do you like best about CTM?** I greatly appreciate CallTrackingMetrics for several reasons. The platform itself is impressively easy to use, with a user-friendly interface that makes it straightforward to understand and set up quickly, eliminating any complexity in navigation. The support team at CallTrackingMetrics is exceptional; they are consistently great to work with and always ready to assist with any issues, reflecting a high level of dedication and support. This ease of use and efficient support contribute significantly to our business operations by making processes highly efficient and scalable, which is crucial given our large customer base. Moreover, CallTrackingMetrics integrates seamlessly into every part of my business, enabling us to enhance our productivity through its scalability and effective integration capabilities. Over the twelve years of using CallTrackingMetrics, I've come to value how it connects effortlessly with tools such as our internal CRM, customer-facing reporting app, Google Ads, and Microsoft Ads, ensuring a smooth workflow across platforms. **What do you dislike about CTM?** n/a **What problems is CTM solving and how is that benefiting you?** CallTrackingMetrics gives me full visibility into marketing campaigns, allowing accurate cost-per-lead measurement and informed decision-making. It's integrated throughout my business, easy to use, and scalable, enhancing efficiency and customer account optimization. **Official Response from Andrew Clark:** > Thank you for your review! ### 31. Robust Call Tracking with Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Sean M. **Reviewed Date:** November 04, 2025 **What do you like best about CTM?** I really appreciate how intuitive the platform of CallTrackingMetrics is, making it easier to use once I became familiar with it. I love the high level of customization it offers, allowing me to build call queues and set up IVRs according to my exact preferences. The ability to customize reporting dashboards in specific ways is another aspect I truly enjoy. I find it extremely useful that all calls are recorded and transcripts are provided, eliminating the need to listen to entire calls when I need to access a specific piece of information. The detailed breakdown of calls down to the second, which provides insights into what’s happening with each phone call and the journey they take, is invaluable and makes it an excellent record keeper. **What do you dislike about CTM?** I have encountered issues with CallTrackingMetrics related to its general bugginess. Sometimes calls are glitchy or do not route properly, which may be due to the complexity of the program. There are various settings that, if not handled correctly, can disrupt the call flow instead of facilitating it. It's a challenge for users who are not fully familiar with the system, as incorrect configurations could cause problems. As a web or cloud-based platform, the call quality largely relies on internet stability. We have experienced instances where calls drop, lag, or fail to come through entirely during outages. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to manage inbound and outbound calls with customizable routing and reporting. It enhances team performance tracking, integrates with Salesforce for accurate CRM data, and offers call transcripts for efficient information retrieval. **Official Response from Andrew Clark:** > Thank you for your review! ### 32. Empowers Marketing with Top API Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Gary G. **Reviewed Date:** December 22, 2025 **What do you like best about CTM?** I appreciate that the API integrations with CallTrackingMetrics function better overall, especially with Google Ads. We prefer using CallTrackingMetrics over Salesforce when clients have both platforms, as CallTrackingMetrics serves as the main source of attribution and API connection. This allows us to optimize for VOBs and QVOBs specifically for our clients and improves value-based bid strategies. **What do you dislike about CTM?** We have challenges with onboarding clients that are non tech savvy and end up doing a lot of setup & training work for free. The initial setup of CallTrackingMetrics was somewhat challenging. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics for attribution, reporting, and automation across marketing channels, and it helps optimize budget allocation. The API integrations with Google Ads are better than other platforms, enhancing our bid strategies and KPI monitoring for clients. **Official Response from Andrew Clark:** > Thanks for your review! ### 33. Unmatched Call Tracking Power with Deep Customization and Stellar Support **Rating:** 5.0/5.0 stars **Reviewed by:** Vince B. | Marketing Director, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about CTM?** Always on top of the industryCallTrackingMetrics is hands-down one of the best call tracking platforms we’ve used. It goes beyond simple call counts—tracking calls, texts, forms, and chats while connecting seamlessly to CRMs and ad platforms. Compared to other systems like CallRail or Invoca, CTM offers more advanced routing, multi-channel attribution, and global coverage, all with excellent customer support. If you want a tool that turns every interaction into measurable marketing insight, CTM is the clear choice. **What do you dislike about CTM?** While CTM’s depth can feel complex initially, it actually gives you unparalleled control over call routing, multi-channel tracking, and attribution. Once configured, this flexibility allows you to customize your tracking exactly to your business needs—something simpler platforms can’t match. **What problems is CTM solving and how is that benefiting you?** CallTrackingMetrics makes tracking marketing ROI effortless by showing exactly which campaigns drive calls. With calls, texts, and forms all in one place, follow-ups are faster and more accurate. Plus, automated routing and reporting save time while helping us optimize for better conversions. **Official Response from Andrew Clark:** > Thanks for your review! ### 34. Integrated but Needs UI Modernization **Rating:** 3.5/5.0 stars **Reviewed by:** Sam S. **Reviewed Date:** December 15, 2025 **What do you like best about CTM?** I appreciate CallTrackingMetrics for its ease of use in call routing and the good pricing. The convenience of having combined tracking and a softphone with Salesforce integration, as well as Google Ads integration, all in one platform means I don't need multiple systems to perform our needed functions. The initial setup was pretty easy, even though we have a lot of tracking. **What do you dislike about CTM?** The UI is still really outdated, lacks modern aesthetic. It could be better organized in their menu and they could actually implement the things they say they will. **What problems is CTM solving and how is that benefiting you?** I find CallTrackingMetrics easy to use for call routing and appreciate its good pricing. It combines tracking, softphone, and integrations with Salesforce and Google Ads, so I don't need multiple systems, making tracking convenient and centralized. **Official Response from Andrew Clark:** > Thanks for the thoughtful review. We've got some planned product updates coming in the new year. ### 35. Best telecom software out there! **Rating:** 5.0/5.0 stars **Reviewed by:** Armando A. | Professional Freelancer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2025 **What do you like best about CTM?** CTM has an extensive list of perks that I can personally recommend for all type of business, it has voice recording on both Inbound & Outbound calls, queue configurations that range from simple to very complex settings that would easily fit with all type of operations, Smart Routers, Smart Dialers, a very precise and easy to follow Tracking structure that helps to get Marketing and Sales reports in a timely and accurate fashion, and the list goes on and on. All together, CTM has a very user-friendly implementation in all levels along with a wide range of quick & easy integrations with all kind of 3rd party apps, friendly, proactive and efficient customer support. We use CTM every single day and can 100% recommend it. **What do you dislike about CTM?** Contact record changes still along with changes log still need some fine-tunning. **What problems is CTM solving and how is that benefiting you?** AI call analysis, which is helping in categorizing and evaluating calls faster and more efficiently by cutting manpower and hours invested previously into listening to calls manually. **Official Response from Andrew Clark:** > Thanks for your review, Armando! We're happy to hear you're enjoying the platform and all you can do with it. ### 36. Empowers Campaign Measurement with Stellar Support **Rating:** 5.0/5.0 stars **Reviewed by:** Hanan A. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2025 **What do you like best about CTM?** I like the UI of CallTrackingMetrics, as it's easy to use for both us and our clients. The support team is great, open to hearing about our needs and even developing solutions based on them. We've been working with CallTrackingMetrics for the past 13 years. Plus, their API is easy to use, flexible, and has many endpoints that allow us to develop multiple solutions for our clients. We use CallTrackingMetrics to measure campaigns for our clients, which includes phone calls, forms, chats, and CRM integrations. We recommend it to our clients on a daily basis. **What do you dislike about CTM?** Nothing **What problems is CTM solving and how is that benefiting you?** CallTrackingMetrics solves the digital advertising problem by measuring both online and offline actions. It helps us identify ineffective ad spends on platforms like Google and Facebook, letting our clients optimize their investments. **Official Response from Andrew Clark:** > Thanks for your review! ### 37. Great customer service and overall performance **Rating:** 4.5/5.0 stars **Reviewed by:** Aaron M. | Technology Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about CTM?** CallTrackingMetrics has been a game-changer for our operations. What I like best is the comprehensive call tracking and attribution capabilities—being able to see which marketing channels are driving calls has helped us allocate our budget far more efficiently. The ability to assign tracking numbers to different campaigns and automatically associate them with lead sources has improved our visibility into customer journeys. The automation tools are also incredibly helpful. We’ve built out custom workflows that route calls based on conditions like location or caller history, which has reduced our manual workload and improved the caller experience. Additionally, the integration with Salesforce is seamless, letting our team see call activity directly on contact and lead records without switching systems. **What do you dislike about CTM?** While CallTrackingMetrics offers powerful features, there are a few areas that could be improved. The user interface can feel a bit overwhelming, especially for new users. Some settings and configuration options are buried deep within menus, which makes initial setup and ongoing management more time-consuming than necessary. **What problems is CTM solving and how is that benefiting you?** 1. Inbound & Outbound Call Tracking: We needed a centralized solution to track both inbound and outbound calls across teams and marketing channels. CTM gives us full visibility into call activity, helping us attribute leads and conversions to the correct sources and measure team performance. 2. Conversation Intelligence: By using transcription and keyword spotting, we can review conversations at scale without listening to every call. This helps with QA, training, and identifying missed opportunities. We can also monitor compliance and ensure consistent messaging across reps. 3. Marketing Analytics & ROI Tracking: Understanding which campaigns actually drive phone calls is critical for us. CTM allows us to tie calls to specific ads, landing pages, or keywords, enabling smarter ad spend decisions. We now optimize campaigns based on real lead quality—not just click data. 4. Data Silos & Integration Gaps: Before CTM, we struggled with disconnected systems. Now, we integrate call data directly into Salesforce and other tools, streamlining workflows and reducing manual entry. This has improved our sales pipeline visibility and reduced reporting overhead. **Official Response from Andrew Clark:** > Thank you, Aaron, for your feedback and kind words! We're working on ways to improve the user experience within our app and, hopefully, let you get even more value. ### 38. CTM is beautiful and I love it **Rating:** 5.0/5.0 stars **Reviewed by:** Jason B. | Director of Product, Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2025 **What do you like best about CTM?** CTM is easy to integrate with and is supported by a world class support team. Their technical support staff never fails to deliver and the API office hours are extremely valuable. I highly recommend CTM to any organization who may be considering it. **What do you dislike about CTM?** I love CTM and have no complaints at all **What problems is CTM solving and how is that benefiting you?** CTM serves as a trusted integration partner that is highly recommended across our accounts for those accounts interested in inbound call tracking, marketing analytics, outbound call tracking, sales activities and attribution. I advise clients to utilize CTM for understanding marketing effort efficiency and other important sales related KPI's. We also advise heavy use of the google marketing integration **Official Response from Andrew Clark:** > Thank you for your review! ### 39. Reliable Call Tracking That Keeps Leads Organized by Source **Rating:** 4.0/5.0 stars **Reviewed by:** Shannon F. | Director of Partnerships, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2026 **What do you like best about CTM?** It helps me track and record client calls and seperate leads based on the source. Direct, Organic, Google Ads etc. **What do you dislike about CTM?** Not a whole lot. If it ever goes down its really hard to track my leads. I rely on it heavily **What problems is CTM solving and how is that benefiting you?** Lead Tracking and ROI Tracking **Official Response from Andrew Clark:** > Thanks for your review! ### 40. CallTrackingMetrics: Comprehensive Call Analytics Made Simple **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa B. **Reviewed Date:** December 03, 2025 **What do you like best about CTM?** I truly appreciate CallTrackingMetrics for its comprehensive feature set, which effectively centralizes all our metrics in one convenient place. This consolidation is invaluable for tracking calls and analytics, significantly enhancing our workflow and decision-making processes. The support received from Sheri Frederick stands out as a positive experience, highlighting the company's commitment to customer satisfaction. Additionally, the setup process was smooth and straightforward, which speaks volumes about the user-friendly nature of the product. My overall experience with CallTrackingMetrics has been stellar, prompting me to confidently rate my likelihood of recommending it to others as a 10 out of 10. **What do you dislike about CTM?** nothing **What problems is CTM solving and how is that benefiting you?** CallTrackingMetrics helps me track my calls and keeps all our metrics in one place, offering comprehensive call analytics. **Official Response from Andrew Clark:** > Thanks for your review! ### 41. CTM Review **Rating:** 3.5/5.0 stars **Reviewed by:** Jessica J. | Admissions and Marketing Generalist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2025 **What do you like best about CTM?** I enjoy being able to pull necessary data on call times, dial quantity, etc., and easily listen to phone calls from reps. I also appreciate the softphone integration with our CRM, which keeps reps from having to use two different webpages at once. **What do you dislike about CTM?** Chat support is super helpful for quick issues, but I have found bigger issues to be hard to navigate and gain quick solutions for. We end up in circles between our CRM, and CTM--which adds time to our solutions. I have also had to utilize chat support after accessing CTMs own knowledge base, and found some steps missing in their own base that the chat rep was able to identify and help me with. **What problems is CTM solving and how is that benefiting you?** It is allowing our reps to stay in the CRM to work. It is allowing our directors to be able to see call data on their reps in real time. It benefits us by allowing us to listen to calls, train reps, and keep people accountable. **Official Response from Andrew Clark:** > Thank you for bringing this to our attention. We strive to keep our knowledge base as accurate and helpful as possible, though occasionally a step may be inadvertently omitted. We’re sorry for any confusion this caused, and we’ve now updated the article to include the missing information. We appreciate your feedback. ### 42. Enhanced Call Routing and Insightful Tracking **Rating:** 4.5/5.0 stars **Reviewed by:** Spenser S. **Reviewed Date:** December 02, 2025 **What do you like best about CTM?** I love the ability to efficiently manage resource time across all our locations, providing routes as needed. This feature ensures that we can allocate resources optimally at every site. Additionally, I am thrilled with the capability to track the sources from which we receive business. This is crucial because it enhances our understanding of advertisement performance and other business acquisition methods. These features collectively empower us to make more informed decisions about resource allocation and marketing strategies, ultimately contributing to our business growth. **What do you dislike about CTM?** The phone app could be improved **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to understand the sources of phone calls and route them efficiently, improving our ad performance insights and business acquisition strategies. **Official Response from Andrew Clark:** > Thanks for your review, and we've got some planned improvements for the phone app in 2026. ### 43. Really helpful with Call Intelligence to feed live information to our reports and Google **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about CTM?** We can now use it to coach employees and monitor call quality **What do you dislike about CTM?** I would say the notification emails look outdated and clients often ask what they are, a facelift would be welcome **What problems is CTM solving and how is that benefiting you?** Allows to clearly show ROI for our advertisers. Helps me clearly show the value and where their dollars are being invested **Official Response from Andrew Clark:** > Thanks for your review and feedback on our notification email designs! ### 44. Good platform for tracking phone leads **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about CTM?** AI features area really helpful and there are many integrations **What do you dislike about CTM?** not really i love it - ctm is an amazing platform **What problems is CTM solving and how is that benefiting you?** We use CallTrackingMetrics to help our agency track phone calls generated by paid advertising campaigns including Google, Microsoft Ads and Linkedin - attribution is maintained **Official Response from Andrew Clark:** > Thanks for the review, and we're happy to hear that you're enjoying the AI tools! ### 45. Clear Call Insights with Excellent Coaching Potential **Rating:** 4.5/5.0 stars **Reviewed by:** John B. **Reviewed Date:** December 05, 2025 **What do you like best about CTM?** I like being able to listen to all the calls with CallTrackingMetrics. It gives me clear insights into lead sources, call duration, and call outcomes. The ability to listen to calls helps me hear exactly what the customer is looking for and is valuable for coaching our internal team when I recognize a sales opportunity. **What do you dislike about CTM?** You'll need their team to guide you through the setup. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics for tracking outbound calls. It provides clear insights into lead sources, call duration, and call outcomes. The ability to listen to calls helps me understand customer needs and coach my team effectively. **Official Response from Andrew Clark:** > Thanks for your review! ### 46. Exceptionally User-Friendly and Easy to Learn **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2025 **What do you like best about CTM?** It's very user friendly and easy to learn. Communication with customer support is easy and convenient. I use Call Tracking Metrics every day for multiple companies. **What do you dislike about CTM?** I don't like when the tracking numbers start showing "Spam/Scam" and after going through the different ways to make the caller ID show what I want there is still no guarantee or assurance that it will be resolved. **What problems is CTM solving and how is that benefiting you?** I love the AI summaries and keyword spotting. We use recorded calls to train our clients and having those summaries helps me to find what I need faster. **Official Response from Andrew Clark:** > Thanks for the review! ### 47. Excellent Call Tracking and Reporting Features for Marketing Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2025 **What do you like best about CTM?** - Accuracy of sources for phone calls (great for teams with multiple marketing mediums) - Audio recording of sales calls functionality - Downloadable reports to keep marketing teams & sales teams accountable - Easy to integrate the conversion tag properly for success accuracy - Great team to work with & partner with - Easy to navigate and understand the platform **What do you dislike about CTM?** NA - Love the product! Do not have anything negative to mention. **What problems is CTM solving and how is that benefiting you?** - Lead quality reporting/sources. Easy to locate campaign sources where high-quality or low-quality leads are flowing in from. - Sales team accountability. Easy to listen and monitor the sales process to know where customers fall off in the sales process & work to find a working solution. **Official Response from Andrew Clark:** > Thanks for the kind words and thorough review! ### 48. Effortless ROI Analysis with Intuitive Features **Rating:** 5.0/5.0 stars **Reviewed by:** Mark R. **Reviewed Date:** December 15, 2025 **What do you like best about CTM?** I find CallTrackingMetrics to be a simple solution that works. The control panel is intuitive and easy to navigate. I appreciate the fact that you can conceivably utilize CallTrackingMetrics as a basic CRM system, especially for companies that can't afford to invest in a dedicated CRM. Their customer support is super knowledgeable, which is always a plus. **What do you dislike about CTM?** Nothing yet. **What problems is CTM solving and how is that benefiting you?** I use CallTrackingMetrics to analyze advertising ROI, eliminating the need for reps to record ad lead sources, and it's a simple CRM solution for those without a dedicated CRM. **Official Response from Andrew Clark:** > Thanks for your review! ### 49. Powerful, Flexible, and Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Tom W. | VP of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** September 05, 2025 **What do you like best about CTM?** The platform is powerful yet easy to navigate, giving us the insights we need to track calls, measure ROI, and improve campaigns. The reporting is clear, easy to setup and provides the reports we need. On top of that, their support team is responsive and genuinely helpful whenever questions come up. **What do you dislike about CTM?** Some of the more advanced features (like custom routing rules or complex reporting filters) take a little time to learn. **What problems is CTM solving and how is that benefiting you?** Full visibility into outbound activity (volume, duration, outcomes), which is our main business need being solved. In addition, call recordings and reporting help us coach reps and improve conversations **Official Response from Andrew Clark:** > Thank you for your review, Tom! ### 50. Unmatched Visibility and Lead Attribution Power **Rating:** 5.0/5.0 stars **Reviewed by:** Sasha Z. | Chief Operations Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2025 **What do you like best about CTM?** What we like best is the full visibility it provides. CallTrackingMetrics allows us to track and attribute every call form text and chat (both online and offline) so we clearly understand which campaigns are driving our highest quality leads. **What do you dislike about CTM?** Because the platform is so robust there can be a learning curve at first but once set up it becomes an extremely powerful and intuitive tool. **What problems is CTM solving and how is that benefiting you?** CallTrackingMetrics takes the guesswork out of marketing by showing us exactly which campaigns are generating meaningful calls and conversations not just clicks. **Official Response from Andrew Clark:** > Thanks for your review! ## CTM Discussions - [Need referral for creative Implementation Consultant](https://www.g2.com/discussions/need-referral-for-creative-implementation-consultant) - 1 comment, 1 upvote - [What do you think is the best thing about Call Tracking Metrics](https://www.g2.com/discussions/33938-what-do-you-think-is-the-best-thing-about-call-tracking-metrics) - 2 comments, 1 upvote - [Why is texting difficult on the platform](https://www.g2.com/discussions/33937-why-is-texting-difficult-on-the-platform) - 1 comment, 1 upvote - [How do I delete a custom tag that I made?](https://www.g2.com/discussions/15086-how-do-i-delete-a-custom-tag-that-i-made) - 1 comment, 1 upvote - [What if I already have numbers I want to keep?](https://www.g2.com/discussions/what-if-i-already-have-numbers-i-want-to-keep) - 1 comment, 1 upvote - [View CTM pricing details and edition comparison](https://www.g2.com/products/ctm-ctm/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-13+13%3A22%3A41+-0500&secure%5Bsession_id%5D=6e6a12a8-36d1-48e8-8009-75f6c42c64e3&secure%5Btoken%5D=3249f1757bb4b5cae3f39091ae529e7203ed6d6fe905f8776b31a52b352e8237&format=llm_user) ## CTM Integrations - [AB Tasty](https://www.g2.com/products/ab-tasty/reviews) - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Azure Functions](https://www.g2.com/products/azure-functions/reviews) - [Bing Ads](https://www.g2.com/products/bing-ads/reviews) - [Cloudflare Application Security and Performance](https://www.g2.com/products/cloudflare-application-security-and-performance/reviews) - [Contact Center Compliance](https://www.g2.com/products/contact-center-compliance/reviews) - [ElevenLabs](https://www.g2.com/products/elevenlabsio/reviews) - [Freshpaint](https://www.g2.com/products/freshpaint/reviews) - [Genius Monkey](https://www.g2.com/products/genius-monkey/reviews) - [Google Ad Manager](https://www.g2.com/products/google-ad-manager/reviews) - [Google Ads](https://www.g2.com/products/google-ads/reviews) - [Google Analytics](https://www.g2.com/products/google-analytics/reviews) - [Google Analytics 360](https://www.g2.com/products/google-analytics-360/reviews) - [Google Tag Manager](https://www.g2.com/products/google-tag-manager/reviews) - [Gravity Forms](https://www.g2.com/products/gravity-forms/reviews) - [Keap](https://www.g2.com/products/thryv-keap/reviews) - [Kipu EMR](https://www.g2.com/products/kipu-emr/reviews) - [LeadSquared Sales CRM](https://www.g2.com/products/leadsquared-sales-crm/reviews) - [Make](https://www.g2.com/products/integromat-by-celonis-make/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [NinjaCat](https://www.g2.com/products/ninjacat/reviews) - [Optimizely Web Experimentation](https://www.g2.com/products/optimizely-web-experimentation/reviews) - [Pipedrive](https://www.g2.com/products/pipedrive/reviews) - [Reddit for business](https://www.g2.com/products/reddit-for-business/reviews) - [Ritten EHR](https://www.g2.com/products/ritten-ehr/reviews) - [SSM 2.0](https://www.g2.com/products/ssm-2-0/reviews) - [Unbounce Landing Pages](https://www.g2.com/products/unbounce-unbounce-landing-pages/reviews) - [WordPress.com](https://www.g2.com/products/wordpress-com/reviews) - [WordPress VIP](https://www.g2.com/products/wordpress-vip/reviews) - [Yalla](https://www.g2.com/products/yalla/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) ## CTM Features **Call Analytics** - Call Recording - Machine Learning - Call Analysis - Lead Qualification **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Attribution Modeling** - Single-Touch Attribution - Multi-Touch Attribution - Cross-Device Attribution - Offline Attribution **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Voice Recognition - AI Voice Assistants** - Voice Recognition **Agentic AI - Attribution** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution - Natural Language Interaction **Agentic AI - Sales Coaching** - Multi-step Planning - Cross-system Integration - Adaptive Learning - Decision Making **Agentic AI - UCaaS Platforms** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction **Marketing Distribution** - Segmentation - Personalized Messaging - Website Personalization - Email Campaigns - Digital Advertising - Direct Mail **Training** - Knowledge Base - Coaching Materials - Playbook Creation - Video Record **Phone Number Management** - Local Phone Numbers - Toll-Free Numbers - Port Existing Numbers **Marketing Operations** - ROI Tracking - Data Collection - Customer Insights - Multi-User Access - Spend Management - White Label **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Artificial Intelligence - Conversation Intelligence** - Customer Scoring - Speech-to-Text - Sentiment Analysis **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Extensions** - Tenancy Flexibility - Native VoIP - CCaaS Option **Marketing** - B2B Attribution - B2C Attribution - Marketing Channels - Integrations **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Campaign Planning** - Strategy Mapping - Prioritized Accounts - Trending Accounts - Sales Activation **Feedback** - Review - Scorecard - Coaching Card - Leaderboard - Real-Time Updates - Notifications **Tracking** - Visitor & Keyword Tracking - Dynamic Number Insertion - Multi-Channel Call Attribution **Contacts** - Personalization - Information Locater - Record Prospect Data **Reporting** - Dashboards - Data Visualizations - Custom Reporting **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Generative AI** - AI Text Summarization **Security and privacy - AI Voice Assistants** - Encrypted communication **Analytics** - Call Data - Call Recording - Advanced Reporting - Conversation Intelligence **Campaign Activity** - Campaign Insights - Reports and Dashboards - Campaign Stickiness - Multichannel Tracking - Brand Optimization - Predictive Analytics **Insights** - Notes - Daily Summary - Automated Voicemails - Sorts Prospects - Automated Note Taking **Generative AI** - AI Text Summarization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Marketing Analytics** - Autonomous Task Execution - Cross-system Integration - Proactive Assistance **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Call Routing** - IVR - Call Scheduling - Geo-Routing **Integrations** - Ad Network Integrations - Buyer Intent Data Integration - Marketing Automation Integration - CRM Integration **Administration** - Martech Integrations - Privacy, Security, and Compliance - Performance and Reliability **Agentic AI - Inbound Call Tracking** - Autonomous Task Execution - Cross-system Integration - Proactive Assistance **Features** - Voicemail to Email - Voicemail to SMS - File Sharing - Voice Conferencing - Conference Transcripts ## Top CTM Alternatives - [CallRail](https://www.g2.com/products/callrail/reviews) - 4.5/5.0 (1,627 reviews) - [Invoca](https://www.g2.com/products/invoca/reviews) - 4.5/5.0 (926 reviews) - [Revenue.io](https://www.g2.com/products/revenue-io/reviews) - 4.7/5.0 (566 reviews)