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

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

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Super useful to understand attribution and provide better explanations to clients Review collected by and hosted on G2.com.

Help guidelines do not match the actual interface or procederes sometimes Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I like that we were able to personalize the program to fit our business needs Review collected by and hosted on G2.com.

The reporting can be difficult to navigate through when wanting to use the data on a dashboard like Looker Studio or Tableau Review collected by and hosted on G2.com.