CallTrackingMetrics

CallTrackingMetrics

4.6 (128)
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The Only All-in-One Call Tracking & Contact Center Solution

About CallTrackingMetrics

CallTrackingMetrics is a call tracking and marketing attribution solution for contact centers and agencies. The cloud-based platform offers features to help businesses capture the customer journey, manage calls, track conversions, and deep dive into important metrics with real-time analytics. It combines call tracking and contact center functionality to provide an all-in-one customer experience management solution, and helps businesses across a range of industries to provide a more personalized customer experience.

Features of CallTrackingMetrics include call tracking, call automation, analytics, communications management, phone number tracking, custom forms, chat, text messaging, and more. With the call tracking tools, businesses can track all inbound communications from across multiple channels and identify which marketing campaign the lead came from. Conversions can be tracked from calls, texts, chat conversations, and online forms. CallTrackingMetrics’ call automation functionality facilitates automatic routing of calls using artificial intelligence (AI). Calls and other leads can be routed to specific agents based on data such as client history, demographic, online activity, and more, and high value customers can be automatically identified based on words of intent, purchase history, and more.

Pricing starting from:

US$79.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of CallTrackingMetrics

Truly unified communications with tracking for calls, texts, chats, and forms.

Live phone, chat, and email support available on all plans.

Detailed marketing attribution down to the keyword through reliable dynamic number insertion.

Go beyond tracking and manage calls with our cloud-based solution, featuring highly customizable, intelligent automation.

Analyze conversations as they happen and measure against campaign performance to inform your business decisions

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Countries available

Albania, Algeria, Angola, Antigua & Barbuda, Argentina and 138 others

Supported Languages

English

Pricing starting from:

US$79.00/month

  • Free Version
  • Free Trial
  • Subscription

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Features

Total features of CallTrackingMetrics: 121

  • 2-Way Messaging
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Archiving & Retention
  • Audio Capture
  • Automated Responses
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Outbound Dialer
  • Automatic Transcription
  • Autoresponders
  • Blended Call Centre
  • CRM
  • Call Centre Management
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Tracking Metrics
  • Call Transcription
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Analytics
  • Campaign Management
  • Campaign Planning
  • Campaign Scheduling
  • Campaign Segmentation
  • Campaign Specific Caller ID
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Management
  • Conversion Tracking
  • Cross Channel Attribution
  • Customer Experience Management
  • Customer Journey Mapping
  • Customisable Reports
  • Customizable Fields
  • Data Import/Export
  • Data Security
  • Engagement Tracking
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fax Management
  • File Transfer
  • HIPAA Compliant
  • IVR Software
  • Inbound Call Centre
  • Integrations Management
  • Interaction Tracking
  • Keyword Tracking
  • Lead Capture
  • Lead Generation
  • Lead Management
  • Lead Qualification
  • List Management
  • Live Chat
  • Manual Dialer
  • Mass Texting
  • Mobile Access
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Marketing
  • Multi-Touch Attribution
  • Multi-User Collaboration
  • Multiple Scripts
  • Natural Language Processing
  • On-Demand Recording
  • One-to-One Messaging
  • Outbound Call Centre
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Predictive Analytics
  • Quality Management
  • Queue Management
  • ROI Tracking
  • Real-Time Analytics
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Reporting
  • Real-time Conversations
  • Recording
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • SMS Messaging
  • Scheduled Messaging
  • Self-Service Search
  • Shortcodes
  • Social Media Integration
  • Spam Blocker
  • Speech-to-Text Analysis
  • Tagging
  • Text to Speech
  • Third-Party Integrations
  • Visitor Tracking
  • VoIP Connection
  • Voice Customisation
  • Voice Mail
  • Workforce Management

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Reviews

Overall rating

4.6 /5
(128)
Value for Money
4.5/5
Features
4.6/5
Ease of Use
4.4/5
Customer Support
4.5/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 128
Robert
Robert
Overall rating
  • Industry: Construction
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Goodbye physical phone! Hello soft phone!

Reviewed on 25/09/2020

Pros

I can access it from anywhere, my home computer, my smartphone and it records all my calls so when I'm driving I can gather customer info and call them back after putting their info in my CRM.

Cons

It's highly customizable so that means it can be quite complicated in it's settings. But that's just a natural cause of it being very customizable, you have to invest some time to understand it.

Dominic
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Great marketing tool, subpar contact center application

Reviewed on 24/08/2020

I would say that it feels like a slight improvement over my last vendor, NICE inContact, because of...

I would say that it feels like a slight improvement over my last vendor, NICE inContact, because of the extra marketing tools at my disposal, but the contact center piece feels like a step backwards. The Support experience has been the worst part. It took months, many duplicate cases, and threatening to find another vendor for me to actually get some helpful tech support.

Pros

The suite of marketing features that come baked into the product far exceed the competition (others may offer similar products, but they're almost always a peripheral add-on that needs to be purchased in addition to the standard license).

Cons

The contact center software has not fully matured yet; it feels like an afterthought. Its integration with the biggest CRM in the world, Salesforce, is clunky and riddled with issues that are difficult to troubleshoot and reduce my agents' work efficiency.

Alternatives Considered

8x8 Work and Vonage Contact Center

Reasons for Choosing CallTrackingMetrics

Cost and the inability to switch to Salesforce Lightning Experience.

Switched From

8x8 Work and Vonage Contact Center

Reasons for Switching to CallTrackingMetrics

It was a purely cost driven decision.
Kathleen
Overall rating
  • Industry: Real Estate
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Buggy system with below average support

Reviewed on 23/10/2022

Negative

Negative

Pros

Set up was fairly easy and customer support was responsive during early stages

Cons

The system was very buggy and customer support was all but useless when the system failed to operate basic functionality

Lynda
Overall rating
  • Industry: Construction
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

A Leval Above

Reviewed on 20/02/2024

Overall, I am satisfied with the quality of CTM. Calls are clear and I've only had a couple of...

Overall, I am satisfied with the quality of CTM. Calls are clear and I've only had a couple of calls drop (which could more likely be an issue on the other end); I absolutely rely on the call recording to "jog" my memory or cover any possible liabilities; and I like the voicemail information I receive.

Pros

CallTrackingMetrics allows us to see through the phone to better serve our customers and place greater value on their time and ours.

Cons

The things I like least are probably more an issue of training and use, but I have had a lot of trouble with "forwarding" the line to my personal phone, transferring a call to others in the office and the way it seems to choose to toggle between "Available" and "Not Available".

Thomas
Overall rating
  • Industry: Industrial Automation
  • Company size: 501–1,000 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

The no. 1 calltracking tool for international businesses

Reviewed on 17/08/2020

With CallTrackingMetrics we are able to measure the number of incoming calls on a country and...

With CallTrackingMetrics we are able to measure the number of incoming calls on a country and marketing channel level. This is extremely helpful in taking strategic decisions how to allocate our marketing budgets. We now now which channels are driving incoming leads via calls.

Pros

We've screened ten different calltracking tool. What made us choose CallTrackingMetrics is the intuitive interface combined with the many countries that are covered. We've been using CTM for more than 4 years now and are still very satisfied with the service and support they offer.

Cons

I wish it would be easier to purchase new numbers without having to contact the support team. This was possible up until 2019. Then the legislation changed in many countries, so a detailed check of our ID documents by the support team is now needed every time we want to buy a new number.

Alternatives Considered

CallRail, ActiveDEMAND and Nextiva Contact Center

Reasons for Switching to CallTrackingMetrics

We chose CallTrackingMetrics over the other call tracking services due to their amazingly easy-to-use interface. We have 20+ users working with CTM, so the interface needs to be self-explanatory. Additionally we were looking for a service, which can cover 50+ countries worldwide. Only CTM was able to handle our demand.
Showing 5 reviews of 128 Read all reviews

CallTrackingMetrics FAQs

Below are some frequently asked questions for CallTrackingMetrics.

CallTrackingMetrics offers the following pricing plans:

  • Starting from: US$79.00/month View Pricing Plans
  • Pricing model: Subscription
  • Free Trial: Not Available

CallTrackingMetrics offers 4 plans to choose from, to fit any goal, starting at just $79. Plans are on a month-to-month basis, with no required annual contract (unless you want one!), and include unlimited users with just one subscription. You only pay for the data you use, there’s no unnecessary bundling of numbers and minutes. The first month’s subscription is always free, giving flexibility to ramp up without an upfront investment.

CallTrackingMetrics has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

CallTrackingMetrics supports the following languages:

English

CallTrackingMetrics supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

CallTrackingMetrics integrates with the following applications:

Acquisio, Adobe Analytics, AgencyAnalytics, Bizible, CAKE, Drift, Facebook Business Suite, Flowdock, Google Ads, Google Analytics 360, Google Data Studio, HubSpot CRM, Instapage, Kenshoo Infinity Suite, Kissmetrics, Lead Gen & CRM (formerly SharpSpring), Mailchimp, Marin Software, Marketo Engage, Meta for Business, Optimizely, Pipedrive, RankRanger, Salesforce Marketing Cloud Account Engagement, Salesforce Sales Cloud, SendGrid, Shopify, Slack, Snapchat, Stripe, Sunwave, Symplify, Twilio, Unbounce, VWO Testing, Whatagraph, Wix, WordPress, Yalla, Zapier, Zendesk Suite, Zoho CRM, Zoom Workplace

CallTrackingMetrics offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

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