This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-519-432-3550 (International)

CallTrackingMetrics LLC

CallTrackingMetrics

8.3 /10

46 Reviews Write a Review

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

CallTrackingMetrics won the following awards in the Conversation Intelligence category

Filter By

2024 Emotional Footprint Champion

Latest Award, 2024

Product Impact

Latest Award, 2024

2023 Data Quadrant Gold Medalist

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.

93 Likeliness to Recommend

98 Plan to Renew

1
Since last award

82 Satisfaction of Cost Relative to Value

{y}

{name}

Emotional Footprint Overview

+88 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?

0% Negative

3% Neutral

97% Positive

Pros

Respectful
Client Friendly Policies
Reliable
Enables Productivity

Feature Ratings

Average 86

Call Recording

Call Analytics

Role-Based Access

Manager Annotation and Feedback

Audio Transcription

Application Integration

Dashboards and Reporting

Conversation Coaching

Pipeline Visibility

Mobile Support

Artificial Intelligence Engine

Vendor Capability Ratings

Average 83

Vendor Support

Ease of IT Administration

Business Value Created

Breadth of Features

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization

CallTrackingMetrics Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CallTrackingMetrics Videos

CallTrackingMetrics Reviews

Chad S.

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

Validated Review

Verified Reviewer

Submitted Jan 2023

Dependable service for Call Tracking

Likeliness to Recommend

10 /10

What differentiates CallTrackingMetrics from other similar products?

Interface usability and ease of use was a better experience that other competing services.

What is your favorite aspect of this product?

Integrations

What do you dislike most about this product?

Last I tried you had to buy a tracking number before access the website tracking code became available.

What recommendations would you give to someone considering this product?

A "website" source tracking number is a way to rout all calls though the service.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Kathryn K.

Role: Operations
Industry: Consulting
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2023

Enjoy working with the CTM support team!

Likeliness to Recommend

10 /10

What differentiates CallTrackingMetrics from other similar products?

Customer service is great and the team stays on top of laws

What is your favorite aspect of this product?

Tracking system

What do you dislike most about this product?

Remembering how to connect features

What recommendations would you give to someone considering this product?

Customer services is great and they will support you during your integration

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Jeff P.

Role: Sales Marketing
Industry: Manufacturing
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2023

Great features and great support staff.

Likeliness to Recommend

10 /10

What differentiates CallTrackingMetrics from other similar products?

Integration with salesforce.

What is your favorite aspect of this product?

Integration with salesforce.

What do you dislike most about this product?

the interface is a bit intimidating.

What recommendations would you give to someone considering this product?

Purchase it and connect it with google ads, analytics and your CRM.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Latest Research

CallTrackingMetrics

What is CallTrackingMetrics?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2022 Emotional Footprint Champion

CallTrackingMetrics Ratings

93 Likeliness to Recommend

98 Plan to Renew

1 Since last award

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 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.

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

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

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

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.

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

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.

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

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.

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

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.

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.

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.

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.

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.

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.

CallTrackingMetrics Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CallTrackingMetrics Videos

Validate Your Marketing Decisions w/ CallTrackingMetrics

CallTrackingMetrics Reviews

Chad S.

Dependable service for Call Tracking

Likeliness to Recommend

Pros

Kathryn K.

Enjoy working with the CTM support team!

Likeliness to Recommend

Pros

Jeff P.

Great features and great support staff.

Likeliness to Recommend

Pros

Most Popular CallTrackingMetrics Comparisons

Chorus by ZoomInfo

Gong

Salesloft

Invoca

Revenue.io

Clari Copilot

Title

1
Since last award

Feature Ratings

Call Recording

Call Analytics

Role-Based Access

Manager Annotation and Feedback

Audio Transcription

Application Integration

Dashboards and Reporting

Conversation Coaching

Pipeline Visibility

Mobile Support

Artificial Intelligence Engine

Vendor Capability Ratings

Vendor Support

Ease of IT Administration

Business Value Created

Breadth of Features

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization