[ CTM (fo... Reviews ](https://www.g2.com/products/ctm-ctm/reviews) [ CTM (fo... Reviews ](https://www.g2.com/products/ctm-ctm/reviews) # CTM 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. Show More ##### ## 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. Show More ##### ## Phone Number Management (3) Local Phone Numbers Generate phone numbers native to a target location Toll-Free Numbers Create toll free numbers for tracking purposes Port Existing Numbers Transfer existing numbers into the call tracking system Show More ##### ## Tracking (6) Visitor & Keyword Tracking Record which campaigns and landing pages are converting into phone calls Dynamic Number Insertion Assign a unique tracking number to each visitor Multi-Channel Call Attribution Decipher which marketing channels are converting and most effective Activity Tracking Track and document all activities across devices, networks, and other systems Conversion Tracking Measure return on ad spend by tracking the actions people take such as sign up or download after engaging with ads ROI Tracking Monitor conversion rates and analyze effectiveness and profitability of marketing efforts Show More ##### ## Call Routing (4) IVR Direct a phone call without the need for a human representative, but instead a voice responder Call Scheduling Route calls based on the time of the day to reach the proper representative Geo-Routing Route calls based on location to reach the proper representative Call Routing Sends voice calls to a specific queue based on predetermined criteria Show More ##### ## Analytics (5) Call Data Provide the representative with caller data upon receiving a phone call Call Recording Offer the ability to capture and replay a conversation for further information Advanced Reporting Prepare detailed reports regarding call data by source, keyword, or landing page Conversation Intelligence Uses machine learning to analyze conversations and optimize call performance Real-Time Reporting Active reporting of data and metrics Show More ##### ## Marketing Operations (25) ROI Tracking Helps marketers measure return on investment (ROI) by analyzing campaign effectiveness against costs Data Collection Gathers data about the effectiveness, impact, and reach of marketing campaigns Customer Insights 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 Spend Management Includes features for budgeting, forecasting, and managing marketing investments White Label Offers a white labeling service for agencies or resellers to customize platform branding Multi-Channel Data Collection Collect information from multiple sources Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Keyword Tracking Track and monitor a specific set of keywords Behavior Tracking Track visitors'/audience's responses across web pages and other optimized content Campaign Tracking Track the performance of marketing campaigns across multiple channels. Conversion Tracking Measure return on ad spend by tracking the actions people take such as sign up or download after engaging with ads SEO Management Optimize and manage the search engine optimization efforts for a website or digital content Tag Management Generate or append custom campaign parameters to URLs Real-Time Data Receive data and information in real time Activity Tracking Track and document all activities across devices, networks, and other systems Click Tracking Track the amount of clicks on individual products to measure campaign results Contact Management Manage, organize, and store contact information Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Email Management Manage, store and organize emails within the system or via third-party apps Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Channel Management Manage various distribution channels, build relations with channel partners, and track their performance Template Management Create, save, and re-purpose templates for emails, forms, etc. Workflow Management Create, design and manage workflows for repetitive tasks Show More ##### ## Campaign Activity (14) Campaign Insights Analyzes historical and current marketing campaigns to inform future strategy Reports and Dashboards Creates reports and dashboards to analyze results of campaigns Campaign Stickiness Identifies which marketing campaigns resolved in open or closed opportunities Multichannel Tracking Collects marketing campaign performance data across multiple channels Brand Optimization 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 Multi-Campaign Manage multiple campaigns in one system Campaign Analytics Track and interpret campaign performance metrics Website Analytics Track and analyze information regarding website visitors Conversion Rate Optimization Improving user journey to boost the percentage of visitors who take a desired action (sign-ups or purchases) Drip Campaigns Send automated marketing emails based on user actions over a predetermined period Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Real-Time Analytics Analyze and gain insights into data in real-time Customizable Reports Alter the layout and content of reports Show More ##### ## Calling (5) Record Calls Records calls for future reference. Generate Location Generates an area code local to where the user is calling to increase likelihood of pick-up. Call Types 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. Auto Dialer Has auto-dialing or predictive dialing functionality. Show More ##### ## Contacts (4) Personalization Retains a log of extraneous contact information such as timezone and contact engagement. Information Locater Finds and opens saved contact information for reference at the time of a new call. Record Prospect Data Allows users to denote which contacts they believe are prospective customers. Contact Management Manage, organize, and store contact information Show More ##### ## Insights (6) Notes Allows users to take notes during or after the call for future reference. Daily Summary Delivers users a daily summary of activity. Automated Voicemails Sends automated voicemails to prospective clients who fail to answer. Sorts Prospects Organizes contacts based on probability of success. Automated Note Taking Automatically transcribes and summarizes meeting discussions. AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Show More ##### ## Call Analytics (7) Call Recording Records sales calls and facilitates playback Machine Learning Utilizes machine learning technology to analyze recorded sales calls Call Analysis Analyzes or facilitates the analysis of recorded and stored sales calls for insight Lead Qualification Leverages analytics to qualify and score calls in real time Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance Real-Time Data Receive data and information in real time AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Show More ##### ## Artificial Intelligence - Conversation Intelligence (3) Customer Scoring Leverages technology to rate or "read" recordings to determine the impact of sales calls Speech-to-Text Transcribes sales calls from speech to text Sentiment Analysis Utilizes artifical intelligence to analyze emotional tone and interactions in a conversation Show More ##### ## Channels (5) Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Live Chat Ability to chat online in real time Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Functions (12) Call Routing Sends voice calls to a specific queue based on predetermined criteria Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. Speech Analytics Provides some level of analytics based on keywords and vocal tones. Auto Dialer Has auto dialing or predictive dialing functions for outbound use. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Real-Time Analytics Analyze and gain insights into data in real-time Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Show More ##### ## Features (14) Voicemail to Email Transcribes voice messages to email. Voicemail to SMS Transcribes voice messages and delivers them via text message. File Sharing Includes a way to easily share files between users. Voice Conferencing Allows multi-participant phone conferences. Conference Transcripts Records and transcribes voice and video conferences. Electronic Faxes Create, edit, preview, and send faxes electronically IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Video Call Recording Record and playback video calls Customizable Reports Alter the layout and content of reports Real-Time Reporting Active reporting of data and metrics Meeting Management Manage the process of planning and scheduling meetings, including agenda creation Screen Sharing Digitally share screen view with others Two-Way Audio & Video Presenter can see and hear participants and vice versa Virtual Voicemail Voice messages are stored online and accessible via a visual interface Show More ##### ## Extensions (3) Tenancy Flexibility Can be deployed as a single-tenant or multi-tenant product. Native VoIP Contains its own IP telephony system. CCaaS Option Is also able to serve as contact center software. Show More ##### ## Attribution Modeling (5) Single-Touch Attribution Uses an attribution model that assigns credit to one touchpoint in the customer’s journey. Multi-Touch Attribution Uses an attribution model that assigns credit to all touchpoints in the customer’s journey. Cross-Device Attribution Tracks customer interactions across mobile and desktop. Offline Attribution Allows users to track touchpoints through offline channels, such as events. Cross Channel Attribution Track user conversions from all digital sources Show More ##### ## Marketing (5) B2B Attribution Provides features for B2B marketers. B2C Attribution Provides features for B2C marketers. Multi-Channel Marketing Coordinate marketing efforts across channels (email, landing pages, social media, etc.) Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Show More ##### ## Reporting (3) Dashboards Provides customizable dashboards that allow users to view and manage data. Data Visualizations Displays attribution data through easy-to-interpret charts and graphs. Custom Reporting Allows users to build custom reports. Show More ##### ## Administrative (8) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access 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 Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Callback Scheduling Schedules callback times Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Show More ##### ## 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 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 Performance and Reliability 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 Show More ##### ## Generative AI (8) AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text-to-Speech Simulates human-like speech from text inputs. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Voice Recognition - AI Voice Assistants (1) Voice Recognition Helps in understanding different accents, dialects, and speech patterns. Show More ##### ## Speech Synthesis - AI Voice Assistants (3) Speech Synthesis Helps to generate human-like speech responses. Customizable speech Provides customizable speech speed and intonation. Multiple voice actions Provides multiple voice options like gender, tone and style. Show More ##### ## Security and privacy - AI Voice Assistants (1) Encrypted communication Allows communications to be secure and authenticated. Show More ##### ## Compatibility - AI Voice Assistants (1) Cross platform compatibility Aids in syncing with multiple devices. Show More ##### ## Agentic AI - Inbound Call Tracking (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Proactive Assistance Anticipates needs and offers suggestions without prompting Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## Agentic AI - Marketing Analytics (5) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Show More ##### ## Agentic AI - Attribution (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Contact Center (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## Agentic AI - Outbound Call Tracking (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Show More ##### ## Agentic AI - Sales Coaching (6) 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 Decision Making Makes informed choices based on available data and objectives AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Third-Party Integrations Set up connections to third-party platforms to improve business processes Show More ##### ## Agentic AI - Conversation Intelligence (9) 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 Third-Party Integrations Set up connections to third-party platforms to improve business processes Forecasting Form predictions based on past and present data/trends Show More ##### ## Agentic AI - UCaaS Platforms (5) Autonomous Task Execution Capability to perform complex tasks without constant human input 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 Third-Party Integrations Set up connections to third-party platforms to improve business processes Show More ##### ## Additional Functionality (339) Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Keyword Filtering Monitor and collect information from social media based on specific keywords Natural Language Processing Process and analyze human language in text or audio form For Contact Centers Designed for contact centers. Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Automatic Transcription Use AI to convert voice into text automatically Playbooks Tactical guides providing information and instructions for teams to navigate through tasks and processes Employee Coaching Tools Conduct & deliver coaching sessions to improve employee performance or facilitate development Text Mining Transforming unstructured text into a structured format to identify meaningful patterns and new insights Trend/Problem Indicators Visually identify direction of development and areas that require attention Notes Management Allow users to create, edit, and sort multiple notes Retention Tracking Measures the retention rate and satisfaction of customers. Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Recommendations Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Access Controls/Permissions Define levels of authorization for access to specific files or systems Compliance Tracking Track and report regulatory data to either internal management or external stakeholders API Application programming interface that allows for integration with other systems/databases Rules-Based Workflow Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Intent Recognition Helps understand a user's intentions/actions Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Prioritization Arrange tasks based on the level of priority or urgency AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Multi-Campaign Manage multiple campaigns in one system Campaign Segmentation Group campaigns by project, client, or campaign for better management. Channel Management Manage various distribution channels, build relations with channel partners, and track their performance Advertising Management Manage advertising space and its sales within your network or publication Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Campaign Planning Plan and strategize marketing campaigns Customer Activity Tracking A report showing what actions customers perform Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Conversion Tracking Measure return on ad spend by tracking the actions people take such as sign up or download after engaging with ads API Application programming interface that allows for integration with other systems/databases Data Import/Export Import and export data to and from software applications Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Generative AI Use AI to generate content in the form of text, images, videos, etc. A/B Testing Test multiple versions of emails, forms, content, or other campaign elements to gauge effectiveness Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Affiliate Management Track an affiliate partner's promotion of a product or service and any associated sales Predictive Analytics Predict future data based on historical data sets Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Lead Capture Automatically identify and save contact information of potential customers CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Audience Targeting Identify a particular segment of population based on specific criteria and customize your efforts to attract their attention Attribution Modeling Analyzes the amount of credit that should be assigned to sales and conversion touchpoints. ROI Tracking Monitor conversion rates and analyze effectiveness and profitability of marketing efforts Conversion Rate Optimization Improving user journey to boost the percentage of visitors who take a desired action (sign-ups or purchases) Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Campaign Analytics Track and interpret campaign performance metrics Visitor Tracking Track visitors and purpose of visits Customer Segmentation Process of dividing customers into groups based on common characteristics Customizable Reports Alter the layout and content of reports Dashboard Creation Creation and customization of dashboards Website Analytics Track and analyze information regarding website visitors Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Lead Qualification Score a lead on their quality or likelihood to buy based on certain behaviors Behavior Tracking Track visitors'/audience's responses across web pages and other optimized content Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Mobile Access Access software remotely via mobile devices Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Gamification Games or game-like elements to track progress and reward accomplishments Automatic Transcription Use AI to convert voice into text automatically Call Recording Record the audio of phone conversations for quality assurance purposes Sales Reports Reports specific to sales analysis for trends and strategies Real-Time Analytics Analyze and gain insights into data in real-time Commenting/Notes Leave comments and notes on documents for others to view Built-in Course Authoring Tools that allow users to create and publish courses and course material/content Learning Paths/Tracks Designing course materials to be completed in a sequential order for personalized learning purposes Assessment Management Creation, administration, and evaluation of assessments or tests Video Conferencing Connect with meeting participants remotely over video Conversation Intelligence Recording, transcription, and analysis of sales calls for the purpose of training and generating insights Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Goal Setting/Tracking Establish measurable goals and objectives and track their progress over a specific period of time Workflow Management Create, design and manage workflows for repetitive tasks Learning Management Organize and track educational activities Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Training Management Track employee/learner's progression through training programs Document Management Store, manage, and track all electronic documents in a centralized location Content Library Centralized repository to store content and assets Recommendations Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Onboarding Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Live Chat Ability to chat online in real time Call Transfer Transfers live calls to other agents Archiving & Retention Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Tagging Highlight specific time marks for annotation and review purposes Call List Management Manage and track all past and future calls. Real-Time Analytics Analyze and gain insights into data in real-time Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Real-Time Data Receive data and information in real time API Application programming interface that allows for integration with other systems/databases Real-Time Monitoring Active monitoring of systems, applications, or networks CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Automatic Call Distribution Distribute/route/connect calls Activity Tracking Track and document all activities across devices, networks, and other systems IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Third-Party Integrations Set up connections to third-party platforms to improve business processes Scheduled Recording Automatically record calls at predetermined times Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance File Transfer Move files across different systems or networks Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Call Transcription Voice conversion to text Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Call Disposition Track and report on call outcomes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Contact Management Manage, organize, and store contact information Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Voice Mail Computer-based system that allows users to send and receive voice messages Caller ID Identify the number and contact information of a caller before answering the phone Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Call Routing Sends voice calls to a specific queue based on predetermined criteria Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Recording Record live video calls to play later Auto-Dialer System that automatically dials calls Chat/Messaging Communicate using direct chat or messages within the system On-Demand Recording Record the audio of phone conversations for quality assurance purposes Customizable Reports Alter the layout and content of reports Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Conferencing AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Interaction Tracking Track interaction history by documenting conversations for contacts Predictive Analytics Predict future data based on historical data sets Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Sales Trend Analysis Analyze the current state of sales data to accurately understand trends and forecast future sales numbers. Audio Capture Record audio or import/upload audio files Email Alerts Receive and/or send email notifications for urgent updates, requests, or other information Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Self-Service Search Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support Natural Language Processing Process and analyze human language in text or audio form Surveys & Feedback Gauge satisfaction and receive information for improvement and success Automatic Transcription Use AI to convert voice into text automatically Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Request Assignment Speech-to-Text Analysis Analyze, correct, and monitor speech for transcriptions or recordings Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Recording Record the audio of phone conversations for quality assurance purposes Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Multi-Language Manage and support multiple languages HIPAA Compliant Compliant with HIPAA, which sets standards for sensitive patient data protection Data Security Protect sensitive data for digital privacy Call Scripting Provide agents with a typical response for common call subject matter Customer Service Analytics Quality Assurance Systematic evaluation of various aspects of a project or service to prevent defects or issues Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Categorization/Grouping Organize and group data or items based on various criteria Language Detection Identify different languages Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance Generative AI Use AI to generate content in the form of text, images, videos, etc. Voice Mail Computer-based system that allows users to send and receive voice messages SSL Security Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Caller ID Identify the number and contact information of a caller before answering the phone Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Activity Tracking Track and document all activities across devices, networks, and other systems Interaction Tracking Track interaction history by documenting conversations for contacts Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Virtual Backgrounds Upload or use pre-set virtual backgrounds during video meetings Mobile Access Access software remotely via mobile devices Contact Management Manage, organize, and store contact information Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Access Controls/Permissions Define levels of authorization for access to specific files or systems Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Call Transfer Transfers live calls to other agents Group Messaging Group messaging lets multiple people carry on a group conversation Call Recording Record the audio of phone conversations for quality assurance purposes AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Task Management Create, manage and track all task activities and progression SMS Messaging Send messages via SMS Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Routing Sends voice calls to a specific queue based on predetermined criteria Multi-User Collaboration Two-way actions and communication between multiple users in real time Single Sign On Allow users to access multiple services after entering their login credentials once Chat/Messaging Communicate using direct chat or messages within the system Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Campaign Analytics Track and interpret campaign performance metrics Automatic Call Distribution Distribute/route/connect calls Lead Capture Automatically identify and save contact information of potential customers Real-Time Analytics Analyze and gain insights into data in real-time API Application programming interface that allows for integration with other systems/databases CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Call List Management Manage and track all past and future calls. Real-Time Monitoring Active monitoring of systems, applications, or networks Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Voice Mail Computer-based system that allows users to send and receive voice messages Call Scoring Each call is assigned a score based on predetermined criteria, such as the quality of the call or the likelihood of conversion. Call Whispering Displays a personalized message to the receiver of the call, offering details about the reason or origin of the call. Data Import/Export Import and export data to and from software applications Generative AI Use AI to generate content in the form of text, images, videos, etc. Multi-Campaign Manage multiple campaigns in one system Call Tracking Metrics Measure campaign influence through collection of keyword tracking and revenue sources Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Lead Generation Manage the process of attracting and converting business prospects into leads AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Call Transcription Voice conversion to text Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Customizable Reports Alter the layout and content of reports Contact Management Manage, organize, and store contact information Caller ID Identify the number and contact information of a caller before answering the phone Auto-Dialer System that automatically dials calls Call Disposition Track and report on call outcomes Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Scripting Provide agents with a typical response for common call subject matter Lead Qualification Score a lead on their quality or likelihood to buy based on certain behaviors Call Transfer Transfers live calls to other agents Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Event Marketing Plan marketing campaigns for events Social Promotion Market event via social media tools Multi-Channel Marketing Coordinate marketing efforts across channels (email, landing pages, social media, etc.) Generative AI Use AI to generate content in the form of text, images, videos, etc. Data Import/Export Import and export data to and from software applications Lead Generation Manage the process of attracting and converting business prospects into leads Campaign Segmentation Group campaigns by project, client, or campaign for better management. Customizable Forms Customize contracts and forms to collect specific information Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Email Templates Pre-made examples and templates for emails Web Forms Web form that allows users to enter data that is sent and processed for different reasons Lead Capture Automatically identify and save contact information of potential customers Customizable Branding Add customized logos and colors to align with company branding Real-Time Reporting Active reporting of data and metrics Campaign Planning Plan and strategize marketing campaigns A/B Testing Test multiple versions of emails, forms, content, or other campaign elements to gauge effectiveness CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Customer Segmentation Process of dividing customers into groups based on common characteristics Campaign Scheduling Set campaign schedules by selecting start, pause, and end dates Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Autoresponders Create and automatically send premade copy in response to customer messages Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Email Marketing Create and send email blasts/campaigns API Application programming interface that allows for integration with other systems/databases Customizable Fields Customize data fields to support various needs and use cases Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Data Visualization Graphical representation of data Ad hoc Reporting Generate one-off reports that meet information requirements Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Data Source Connectors Connect to big data sources Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Multi-Channel Attribution A set of rules that assigns credit for sales and revenue to touchpoints across the customer journey Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels KPI Monitoring Tracking the status of previously identified performance measurements Cohort Analysis Analytics that breaks the data in a data set into related groups/categories. API Application programming interface that allows for integration with other systems/databases Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Transfer Transfers live calls to other agents Data Import/Export Import and export data to and from software applications Call Scripting Provide agents with a typical response for common call subject matter Interaction Tracking Track interaction history by documenting conversations for contacts Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Customizable Reports Alter the layout and content of reports Contact Management Manage, organize, and store contact information Activity Tracking Track and document all activities across devices, networks, and other systems Automatic Call Distribution Distribute/route/connect calls Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Chatbot AI-based platform which conducts a conversation via auditory or textual methods Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Agent Interface Agents can view and manage all customer requests and interactions. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Customer History Access previous interactions or concerns to maintain customer relationships Voice Mail Computer-based system that allows users to send and receive voice messages Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Call List Management Manage and track all past and future calls. Chat/Messaging Communicate using direct chat or messages within the system Workforce Management A set of processes to optimize the productivity of its employees Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Email Management Manage, store and organize emails within the system or via third-party apps Caller ID Identify the number and contact information of a caller before answering the phone Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Real-Time Monitoring Active monitoring of systems, applications, or networks Meeting Management Manage the process of planning and scheduling meetings, including agenda creation AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Reminders Timed notification for any upcoming task, deadline, appointment, or activity Recommendations Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement Lead Distribution Route and distribute your leads to third party buyers Workflow Management Create, design and manage workflows for repetitive tasks Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Email Management Manage, store and organize emails within the system or via third-party apps Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Activity Tracking Track and document all activities across devices, networks, and other systems Email Templates Pre-made examples and templates for emails Third-Party Integrations Set up connections to third-party platforms to improve business processes Customizable Fields Customize data fields to support various needs and use cases Sales Pipeline Management Pipeline view and tracking lead status Generative AI Use AI to generate content in the form of text, images, videos, etc. Automatic Call Distribution Distribute/route/connect calls Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Lead Capture Automatically identify and save contact information of potential customers Deal Management Defines specific deal parameters to negotiate and secure deals Call List Management Manage and track all past and future calls. Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Call Recording Record the audio of phone conversations for quality assurance purposes For Contact Centers Designed for contact centers. CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Data Management Ability to handle large datasets Calendar Management Track and manage schedules and meetings via an integrated calendar Chat/Messaging Communicate using direct chat or messages within the system Lead Qualification Score a lead on their quality or likelihood to buy based on certain behaviors API Application programming interface that allows for integration with other systems/databases Task Management Create, manage and track all task activities and progression Interaction Tracking Track interaction history by documenting conversations for contacts Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Show More ## Top-Rated Alternatives [ ![CallRail](https://images.g2crowd.com/uploads/product/hd_favicon/dc5a7c4a387a7c639e8eb054c965ecb7/callrail.svg "CallRail") CallRail 4.5/5(1,835) ](https://www.g2.com/products/callrail/reviews) [ ![Invoca](https://images.g2crowd.com/uploads/product/hd_favicon/c6e9b5ea6ac9e55009255de6b07777be/invoca.svg "Invoca") Invoca 4.5/5(967) ](https://www.g2.com/products/invoca/reviews) [ ![Revenue.io](https://images.g2crowd.com/uploads/product/hd_favicon/751abf86d128bfc8421ddb82f7bb9b67/revenue-io.svg "Revenue.io") Revenue.io 4.7/5(579) ](https://www.g2.com/products/revenue-io/reviews) [ View All Alternatives ](https://www.g2.com/products/ctm-ctm/competitors/alternatives) CTM Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9e90f804c2657749825f68807ea7c193/callrail.png "Product Avatar Image") CallRail 4.5/5(1,835) [ Compare Now ](https://www.g2.com/compare/ctm-ctm-vs-callrail) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_67a0c56efc52b62414d9237d57d7f52a/invoca.png "Product Avatar Image") Invoca 4.5/5(967) [ Compare Now ](https://www.g2.com/compare/ctm-ctm-vs-invoca) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_517e072e3102d2d34ed3c4b334812b87/marchex.png "Product Avatar Image") Marchex 4.1/5(184) [ Compare Now ](https://www.g2.com/compare/ctm-ctm-vs-marchex) ##### Categories on G2 [ Conversation Intelligence ](https://www.g2.com/categories/conversation-intelligence)[ Outbound Call Tracking ](https://www.g2.com/categories/outbound-call-tracking)[ Sales Coaching ](https://www.g2.com/categories/sales-coaching) [ UCaaS Platforms ](https://www.g2.com/categories/ucaas-platforms)[ Marketing Analytics ](https://www.g2.com/categories/marketing-analytics)[ Attribution ](https://www.g2.com/categories/attribution)[ Contact Center ](https://www.g2.com/categories/contact-center)[ AI Voice Assistants ](https://www.g2.com/categories/ai-voice-assistants)[ Speech Analytics ](https://www.g2.com/categories/speech-analytics)[ Inbound Call Tracking ](https://www.g2.com/categories/inbound-call-tracking) Show More ##### Explore More [ What are the best data de-identification tools for IT services companies removing customer PII before sharing test datasets with development partners? ](https://www.g2.com/discussions/what-are-the-best-data-de-identification-tools-for-it-services-companies-removing-customer-pii-before-sharing-test-datasets-with-development-partners)[ EDI tools with best customer support ](https://www.g2.com/discussions/which-edi-tools-have-the-best-customer-support)[ AI software most effective for improving sales ](https://www.g2.com/discussions/which-ai-software-is-most-effective-for-improving-sales) [ Which employee identity theft protection platforms integrate seamlessly with existing HRIS and SSO systems? ](https://www.g2.com/discussions/which-employee-identity-theft-protection-platforms-integrate-seamlessly-with-existing-hris-and-sso-systems)[ Which visual configuration software is best for complex industrial equipment with lots of customization options where a 2D spec sheet does not give buyers enough confidence? ](https://www.g2.com/discussions/which-visual-configuration-software-is-best-for-complex-industrial-equipment-with-lots-of-customization-options-where-a-2d-spec-sheet-does-not-give-buyers-enough-confidence)[ Pros and Cons Details ](https://www.g2.com/products/ctm-ctm/reviews?qs=pros-and-cons) Show More [ What are the best data de-identification tools for IT services companies removing customer PII before sharing test datasets with development partners? ](https://www.g2.com/discussions/what-are-the-best-data-de-identification-tools-for-it-services-companies-removing-customer-pii-before-sharing-test-datasets-with-development-partners)[ EDI tools with best customer support ](https://www.g2.com/discussions/which-edi-tools-have-the-best-customer-support)[ AI software most effective for improving sales ](https://www.g2.com/discussions/which-ai-software-is-most-effective-for-improving-sales) [ Which employee identity theft protection platforms integrate seamlessly with existing HRIS and SSO systems? ](https://www.g2.com/discussions/which-employee-identity-theft-protection-platforms-integrate-seamlessly-with-existing-hris-and-sso-systems)[ Which visual configuration software is best for complex industrial equipment with lots of customization options where a 2D spec sheet does not give buyers enough confidence? ](https://www.g2.com/discussions/which-visual-configuration-software-is-best-for-complex-industrial-equipment-with-lots-of-customization-options-where-a-2d-spec-sheet-does-not-give-buyers-enough-confidence)[ Pros and Cons Details ](https://www.g2.com/products/ctm-ctm/reviews?qs=pros-and-cons)