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CallTrackingMetrics LLC

CallTrackingMetrics

Composite Score

8.3 /10

CX Score

8.2 /10

66 Reviews Write a Review

Claim Software

What is CallTrackingMetrics?

CallTrackingMetrics is a digital platform that uses call tracking intelligence to inform contact center automation—resulting in a more personalized customer experience. Discover which marketing campaigns are generating leads and conversions, and use that data to automate call flows and power your contact center.

Company Details

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Awards & Recognition

CallTrackingMetrics won the following awards in the Conversation Intelligence category

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2024 Data Quadrant Champion

2024

7 Top Rated Capabilities

9 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Product Impact

2024

2023 Data Quadrant Champion

2023

7 Top Rated Capabilities

10 Top Rated Features

2023

2023 Emotional Footprint Champion

2023

Conflict Resolution

2023

3 Top Rated Capabilities

6 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

CallTrackingMetrics Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on CallTrackingMetrics.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

99 Plan to Renew

78 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+78 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love CallTrackingMetrics?

2% Negative

9% Neutral

89% Positive

Pros

Respectful
Enables Productivity
Client Friendly Policies
Caring

Feature Ratings

Average 83

Call Recording

Call Analytics

Role-Based Access

Manager Annotation and Feedback

Conversation Coaching

Audio Transcription

Dashboards and Reporting

Application Integration

Mobile Support

Artificial Intelligence Engine

Pipeline Visibility

Vendor Capability Ratings

Average 79

Business Value Created

Breadth of Features

Quality of Features

Ease of IT Administration

Ease of Implementation

Vendor Support

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Usability and Intuitiveness

CallTrackingMetrics Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CallTrackingMetrics Videos

CallTrackingMetrics Reviews

Justin Y.

Role: C-Level
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jun 2022

Easy to use, great features - a must have solution

Likeliness to Recommend

10 /10

What differentiates CallTrackingMetrics from other similar products?

The dashboard and integrations work really well with multiple CRM's and other platforms. Haven't found other solutions offering similar features that integrate as well as CTM.

What is your favorite aspect of this product?

The ease of use and reliability. Very few issues, and training new call center agents is quick and simple.

What do you dislike most about this product?

It can be a bit pricey for high-usage clients, but you get what you pay for.

What recommendations would you give to someone considering this product?

This is a great solution and will help you understand where leads are coming from, lead quality, and call center efficacy - it is important to pair it with a strong overall tracking strategy though, otherwise you won't be taking full advantage of CTM's capabilities.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Samantha H.

Role: Sales Marketing
Industry: Healthcare
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jun 2022

CTM helps us get effective leads for our clients

Likeliness to Recommend

8 /10

What differentiates CallTrackingMetrics from other similar products?

Call Tracking Metrics seemed to be more effective in integrating other necessary platforms to get impactful data on our client's calls.

What is your favorite aspect of this product?

My favorite aspect is the filters we can create for each client's calls.

What do you dislike most about this product?

I dislike the setup process for new clients, it's extraneous.

What recommendations would you give to someone considering this product?

Give it three months! You'll be able to get some data and try out a few features.

Pros

Caring
Respectful
Client Friendly Policies
Acts with Integrity

Cons

Inhibits Innovation
Slower Product Innovation

Felipe S.

Role: Consultant
Industry: Other
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jun 2022

CallTrackingMetrics is the go-to software

Likeliness to Recommend

9 /10

What differentiates CallTrackingMetrics from other similar products?

CTM offers more tools compared to CallRails or DialogTech which makes it the best software to track calls.

What is your favorite aspect of this product?

Integrations and features

What do you dislike most about this product?

Doesn't provide GA4 support yet.

What recommendations would you give to someone considering this product?

We aware of the curtain integrations available

Pros

Respectful
Helps Innovate
Reliable
Performance Enhancing

CallTrackingMetrics

What is CallTrackingMetrics?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Champion

2024 Emotional Footprint Champion

2023 Data Quadrant Champion

2023 Emotional Footprint Champion

2022 Emotional Footprint Champion

CallTrackingMetrics Ratings

89 Likeliness to Recommend

99 Plan to Renew

78 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+78 Net Emotional Footprint

How much do users love CallTrackingMetrics?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Call Analytics Real-time and historical reporting and analytics on call metrics, such as talk time, competition win rate, key words, sentiment etc.

Role-Based Access Enable different levels of access based on role e.g. administrators can modify and see all data or department managers have access only to their data.

Manager Annotation and Feedback The solution allows managers to provide annotation and feedback on recorded calls, and to assign calls a score based on predefined or user-defined rubric.

Conversation Coaching The solution makes proactive recommendations to sales reps based on call attributes and dynamics, for example, balance of talk time or keywords mentioned.

Audio Transcription Transcription audio recordings into text format, providing a transcript of the recorded dialog.

Dashboards and Reporting Customizable dashboards to track KPIs, rep performance, and metrics.

Application Integration Includes functional and data integration with common applications such as CRM, CSM, ERP, email, etc.

Mobile Support The solution provides the ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Artificial Intelligence Engine Can work autonomously within a series of pre-defined parameters, including decision-making, routing, processing, and human interaction.

Pipeline Visibility Single view into deals by combining customer interactions for visibility into executive involvement, history with past employees and leading sales indicators.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

CallTrackingMetrics Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CallTrackingMetrics Videos

Validate Your Marketing Decisions w/ CallTrackingMetrics

CallTrackingMetrics Reviews

Justin Y.

Easy to use, great features - a must have solution

Likeliness to Recommend

Pros

Samantha H.

CTM helps us get effective leads for our clients

Likeliness to Recommend

Pros

Cons

Felipe S.

CallTrackingMetrics is the go-to software

Likeliness to Recommend

Pros

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Feature Ratings

Call Recording

Call Analytics

Role-Based Access

Manager Annotation and Feedback

Conversation Coaching

Audio Transcription

Dashboards and Reporting

Application Integration

Mobile Support

Artificial Intelligence Engine

Pipeline Visibility

Vendor Capability Ratings

Business Value Created

Breadth of Features

Quality of Features

Ease of IT Administration

Ease of Implementation

Vendor Support

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Usability and Intuitiveness