I have not noticed any thing new about CTM, I saw the transcription features, but nothing else substantial. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

A wide variety of phone number area codes to choose from; they've updated the UI. It's much more fluid now than when we started using it. A few AI additions and personalization options to take advantage of. Review collected by and hosted on G2.com.

The mobile app has improved significantly too, but I think it still has room for improvement for Android devices. It's still a bit buggy. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

CallTrackingMetrics is one of the most complete conversation analytics platforms available today. It successfully combines marketing attribution, call tracking, communications, automation, and AI into a unified platform that scales from small businesses to enterprise organizations.

While its feature depth introduces a modest learning curve and usage-based pricing requires planning, the platform's capabilities often eliminate the need for multiple separate software solutions.

For organizations seeking a platform that not only tracks calls but also provides deep marketing attribution, conversation intelligence, workflow automation, and AI-powered insights, CallTrackingMetrics remains one of the strongest solutions in its category. Review collected by and hosted on G2.com.

Steeper learning curve than simpler competitors. Advanced settings can initially feel overwhelming. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

More accurate ad attribution. They already do a great job but there is always room for improvement. Review collected by and hosted on G2.com.

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.

CTM provides a great deal of resources, including regular webinars that provide a great deal of helpful information. Review collected by and hosted on G2.com.

I still feel they need to improve the UI of the dashboard for agencies. The navigation between accounts and within each account is cumbersome. Review collected by and hosted on G2.com.

The Set up with a Pro was phenomenal. James was so helpful and spent so much time and effort making sure the platform worked for us Review collected by and hosted on G2.com.

Longest Idle only takes inbound calls into account Review collected by and hosted on G2.com.