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. Review collected by and hosted on G2.com.

Can't think of anything specific, but if there was anything, I bring it up with my rep. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Contact record changes still along with changes log still need some fine-tunning. Review collected by and hosted on G2.com.