CTM (formerly CallTrackingMetrics) Features

Training (4)

Knowledge Base: Organizes knowledge from fellow sales representatives and other experienced employees for reference.
Coaching Materials: Offers content and training for new hires within the tool.
Playbook Creation: Allows for the creation of a customized playbook that new hires can use for reference in understanding company-specific sales processes.
Video Record: Records users' practice or live pitches for future reference and improvement.

Feedback (6)

Review: Lets managers review recorded video pitches to discuss areas of skill and areas that require improvement.
Scorecard: Provides a scorecard to display team and/or individual performance.
Coaching Card: Allows managers to utilize and snapshot scorecards to coach new hires and assign action items.
Leaderboard: Projects team sales performance publicly to reward and motivate employees.
Real-Time Updates: Updates sales data in real-time so as to help teams remain close to their goals.
Notifications: Notifies users of company-specified "danger zones" to correct behaviors and re-align sales processes in the right direction.

Phone Number Management (3)

Local Phone Numbers: Based on 294 CTM (formerly CallTrackingMetrics) reviews. Generate phone numbers native to a target location
Toll-Free Numbers: Create toll free numbers for tracking purposes 249 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Port Existing Numbers: Transfer existing numbers into the call tracking system This feature was mentioned in 180 CTM (formerly CallTrackingMetrics) reviews.

Tracking (3)

Visitor & Keyword Tracking: Based on 268 CTM (formerly CallTrackingMetrics) reviews. Record which campaigns and landing pages are converting into phone calls
Dynamic Number Insertion: Assign a unique tracking number to each visitor 228 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Multi-Channel Call Attribution: Based on 230 CTM (formerly CallTrackingMetrics) reviews. Decipher which marketing channels are converting and most effective

Call Routing (3)

IVR: Direct a phone call without the need for a human representative, but instead a voice responder 169 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Call Scheduling: Route calls based on the time of the day to reach the proper representative This feature was mentioned in 150 CTM (formerly CallTrackingMetrics) reviews.
Geo-Routing: Route calls based on location to reach the proper representative This feature was mentioned in 137 CTM (formerly CallTrackingMetrics) reviews.

Analytics (4)

Call Data: Provide the representative with caller data upon receiving a phone call 296 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Call Recording: As reported in 299 CTM (formerly CallTrackingMetrics) reviews. Offer the ability to capture and replay a conversation for further information
Advanced Reporting: As reported in 270 CTM (formerly CallTrackingMetrics) reviews. Prepare detailed reports regarding call data by source, keyword, or landing page
Conversation Intelligence: As reported in 102 CTM (formerly CallTrackingMetrics) reviews. Uses machine learning to analyze conversations and optimize call performance

Marketing Operations (6)

ROI Tracking: As reported in 45 CTM (formerly CallTrackingMetrics) reviews. Helps marketers measure return on investment (ROI) by analyzing campaign effectiveness against costs
Data Collection: Based on 58 CTM (formerly CallTrackingMetrics) reviews. Gathers data about the effectiveness, impact, and reach of marketing campaigns
Customer Insights: As reported in 47 CTM (formerly CallTrackingMetrics) reviews. Collects and reports on data relating to customer journeys, preferences, and history
Multi-User Access: Allows multiple users access to a unified, transparent overview of analytics, dashboards, and campaign results This feature was mentioned in 58 CTM (formerly CallTrackingMetrics) reviews.
Spend Management: Includes features for budgeting, forecasting, and managing marketing investments 45 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
White Label: Offers a white labeling service for agencies or resellers to customize platform branding This feature was mentioned in 42 CTM (formerly CallTrackingMetrics) reviews.

Campaign Activity (6)

Campaign Insights: As reported in 51 CTM (formerly CallTrackingMetrics) reviews. Analyzes historical and current marketing campaigns to inform future strategy
Reports and Dashboards: Creates reports and dashboards to analyze results of campaigns This feature was mentioned in 62 CTM (formerly CallTrackingMetrics) reviews.
Campaign Stickiness: Identifies which marketing campaigns resolved in open or closed opportunities This feature was mentioned in 44 CTM (formerly CallTrackingMetrics) reviews.
Multichannel Tracking: As reported in 55 CTM (formerly CallTrackingMetrics) reviews. Collects marketing campaign performance data across multiple channels
Brand Optimization: As reported in 40 CTM (formerly CallTrackingMetrics) reviews. Provides opportunities for brands and businesses to fix or modify existing or future campaigns via feedback
Predictive Analytics: Uses artificial intelligence (AI) to predict campaign outcomes and suggest actions for optimization This feature was mentioned in 35 CTM (formerly CallTrackingMetrics) reviews.

Calling (5)

Record Calls: Based on 18 CTM (formerly CallTrackingMetrics) reviews. Records calls for future reference.
Generate Location: As reported in 17 CTM (formerly CallTrackingMetrics) reviews. Generates an area code local to where the user is calling to increase likelihood of pick-up.
Call Types: As reported in 18 CTM (formerly CallTrackingMetrics) reviews. Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise.
Click-to-Call: Gathers contacts from integrated tools, allowing users to call with one click. This feature was mentioned in 16 CTM (formerly CallTrackingMetrics) reviews.
Auto Dialer: As reported in 17 CTM (formerly CallTrackingMetrics) reviews. Has auto-dialing or predictive dialing functionality.

Contacts (3)

Personalization: Retains a log of extraneous contact information such as timezone and contact engagement. 16 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Information Locater: Based on 16 CTM (formerly CallTrackingMetrics) reviews. Finds and opens saved contact information for reference at the time of a new call.
Record Prospect Data: As reported in 16 CTM (formerly CallTrackingMetrics) reviews. Allows users to denote which contacts they believe are prospective customers.

Insights (5)

Notes: As reported in 17 CTM (formerly CallTrackingMetrics) reviews. Allows users to take notes during or after the call for future reference.
Daily Summary: Based on 17 CTM (formerly CallTrackingMetrics) reviews. Delivers users a daily summary of activity.
Automated Voicemails: Sends automated voicemails to prospective clients who fail to answer. This feature was mentioned in 17 CTM (formerly CallTrackingMetrics) reviews.
Sorts Prospects: Organizes contacts based on probability of success. This feature was mentioned in 16 CTM (formerly CallTrackingMetrics) reviews.
Automated Note Taking: Automatically transcribes and summarizes meeting discussions. This feature was mentioned in 15 CTM (formerly CallTrackingMetrics) reviews.

Call Analytics (4)

Call Recording: Based on 54 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Records sales calls and facilitates playback
Machine Learning: Based on 33 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Utilizes machine learning technology to analyze recorded sales calls
Call Analysis: Based on 46 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Analyzes or facilitates the analysis of recorded and stored sales calls for insight
Lead Qualification: Based on 45 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Leverages analytics to qualify and score calls in real time

Agent Performance Management (3)

Customer Scoring: Based on 40 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Leverages technology to rate or "read" recordings to determine the impact of sales calls
Speech-to-Text: Based on 39 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Transcribes sales calls from speech to text
Artificial Intelligence: Utilizes artificial intelligence technology to discover insights within recorded sales calls 40 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.

Channels (5)

Voice: Based on 32 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: Provides an interface for one or more social media channels. This feature was mentioned in 22 CTM (formerly CallTrackingMetrics) reviews.
Web Chat: Based on 19 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Based on 29 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.
Email: As reported in 21 CTM (formerly CallTrackingMetrics) reviews. Allows CSRs to receive and answer customer emails.

Functions (8)

Session Routing: Based on 50 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Based on 47 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Based on 43 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Based on 21 CTM (formerly CallTrackingMetrics) reviews. Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: Based on 18 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 27 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 22 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.
Persistent Data: Based on 22 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Features (5)

Voicemail to Email: Transcribes voice messages to email. This feature was mentioned in 13 CTM (formerly CallTrackingMetrics) reviews.
Voicemail to SMS: Transcribes voice messages and delivers them via text message.
File Sharing: Based on 11 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Includes a way to easily share files between users.
Voice Conferencing: Based on 11 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Allows multi-participant phone conferences.
Conference Transcripts: Records and transcribes voice and video conferences.

Extensions (3)

Tenancy Flexibility: Based on 13 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Can be deployed as a single-tenant or multi-tenant product.
Native VoIP: Based on 12 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Contains its own IP telephony system.
CCaaS Option: Based on 10 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Is also able to serve as contact center software.

Attribution Modeling (4)

Single-Touch Attribution: Uses an attribution model that assigns credit to one touchpoint in the customer’s journey. This feature was mentioned in 43 CTM (formerly CallTrackingMetrics) reviews.
Multi-Touch Attribution: Uses an attribution model that assigns credit to all touchpoints in the customer’s journey. 38 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Cross-Device Attribution: Based on 33 CTM (formerly CallTrackingMetrics) reviews. Tracks customer interactions across mobile and desktop.
Offline Attribution: Allows users to track touchpoints through offline channels, such as events. This feature was mentioned in 39 CTM (formerly CallTrackingMetrics) reviews.

Marketing (4)

B2B Attribution: Based on 29 CTM (formerly CallTrackingMetrics) reviews. Provides features for B2B marketers.
B2C Attribution: Provides features for B2C marketers. 33 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Marketing Channels: Enables marketers to track multiple marketing channels. This feature was mentioned in 43 CTM (formerly CallTrackingMetrics) reviews.
Integrations: Based on 49 CTM (formerly CallTrackingMetrics) reviews. Integrates with other sales, marketing, and advertising software.

Reporting (3)

Dashboards: Provides customizable dashboards that allow users to view and manage data. 48 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Data Visualizations: As reported in 46 CTM (formerly CallTrackingMetrics) reviews. Displays attribution data through easy-to-interpret charts and graphs.
Custom Reporting: Allows users to build custom reports. 43 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.

Administrative (5)

Session Summary Notes: Based on 47 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Based on 47 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Based on 50 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Based on 21 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Based on 19 CTM (formerly CallTrackingMetrics) reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Administration (3)

Martech Integrations: Integrates with marketing software such as CRM, marketing automation, and digital advertising to measure and optimize the customer journey across channels This feature was mentioned in 85 CTM (formerly CallTrackingMetrics) reviews.
Privacy, Security, and Compliance: Helps companies ensure they comply with industry-specific standards for data management and privacy, such as PII, PCI, HIPAA, and GDPR 131 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Performance and Reliability: Based on 149 CTM (formerly CallTrackingMetrics) reviews. Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

Generative AI (4)

Voice Recognition - AI Voice Assistants (1)

Speech Synthesis - AI Voice Assistants (3)

Security and privacy - AI Voice Assistants (1)

Compatibility - AI Voice Assistants (1)

Agentic AI - Inbound Call Tracking (3)

Autonomous Task Execution: As reported in 22 CTM (formerly CallTrackingMetrics) reviews. Capability to perform complex tasks without constant human input
Cross-system Integration: Works across multiple software systems or databases This feature was mentioned in 22 CTM (formerly CallTrackingMetrics) reviews.
Proactive Assistance: Based on 22 CTM (formerly CallTrackingMetrics) reviews. Anticipates needs and offers suggestions without prompting

Agentic AI - Marketing Analytics (3)

Autonomous Task Execution: Based on 11 CTM (formerly CallTrackingMetrics) reviews. Capability to perform complex tasks without constant human input
Cross-system Integration: As reported in 11 CTM (formerly CallTrackingMetrics) reviews. Works across multiple software systems or databases
Proactive Assistance: Based on 11 CTM (formerly CallTrackingMetrics) reviews. Anticipates needs and offers suggestions without prompting

Agentic AI - Attribution (4)

Autonomous Task Execution: Capability to perform complex tasks without constant human input 10 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Cross-system Integration: Based on 10 CTM (formerly CallTrackingMetrics) reviews. Works across multiple software systems or databases
Natural Language Interaction: Engages in human-like conversation for task delegation 10 reviewers of CTM (formerly CallTrackingMetrics) have provided feedback on this feature.
Proactive Assistance: Anticipates needs and offers suggestions without prompting This feature was mentioned in 10 CTM (formerly CallTrackingMetrics) reviews.

Agentic AI - Contact Center (4)

Agentic AI - Outbound Call Tracking (2)

Agentic AI - Sales Coaching (4)

Agentic AI - Conversation Intelligence (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives