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.

The best thing about CTM is the ability to create and customize our entire phone system on all sides of our business, marketing, sales, and operations. The implementation is simple as CTM offers setup wizards and walk throughs for every situation you can imagine, and there has not been one feature that we needed that wasn't available, or wasn't able to be created for us. We subscribe to the Premium Support which we find is worth the cost as our phone system is complex and our needs are always changing. Additionally, they offer AI solutions now! Although we haven't implemented yet, these features will be a high priority in the coming months and years! The overall cost is very competitive based on the research we've done with competitors, but CTM offers many additional features that other competitors charge additional for. My personal favorite features are the smart dialer with adjustability based on volume, Real Time agent reporting that shows every agents status, duration, and allows managers to intercept or live listen on any calls (highly valuable for training and compliance!), and finally the ability to implement a lambda function that routes calls based on Salesforce status. This has been a game changer in regards to ensuring our inbound calls are being routed correctly regardless of the input from the customer.

I like the UI of CallTrackingMetrics, as it's easy to use for both us and our clients. The support team is great, open to hearing about our needs and even developing solutions based on them. We've been working with CallTrackingMetrics for the past 13 years. Plus, their API is easy to use, flexible, and has many endpoints that allow us to develop multiple solutions for our clients. We use CallTrackingMetrics to measure campaigns for our clients, which includes phone calls, forms, chats, and CRM integrations. We recommend it to our clients on a daily basis.