CallTrackingMetrics Pricing, Features, Reviews & Alternatives

CallTrackingMetrics

The Only All-in-One Call Tracking & Contact Center Solution

4.62/5 (61 reviews)

CallTrackingMetrics overview

What is 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
$39/month
Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English
CallTrackingMetrics screenshot: CallTrackingMetrics ad performance reportsHow CallTrackingMetrics WorksCallTrackingMetrics screenshot: CallTrackingMetrics activity loggingCallTrackingMetrics screenshot: CallTrackingMetrics visual reports

CallTrackingMetrics user reviews

Value for money
Features
Ease of use
Customer support
  4.6
  4.6
  4.4
  4.7
Jennifer B.

Exceptional Value and the Support is Top Notch!

Used daily for 2+ years
Reviewed 2020-09-22
Review Source: Capterra

We are a marketing company and use it when placing ads via print, online, craigslist and so much more. It has helped us save numerous accounts that say they are not getting response from their advertising with us. We are able to print out detailed reports and physically show them how many calls they are receiving.

Pros
We have been with CTM forever it seems like! I have used many different call tracking applications, but, they are hands down the best! If you need something specific from reports, to call handling, forwarding, whispers, they can do it all. The support team is the most helpful with a quick response. From small to big issues they can do it all! The value you get with this CTM far exceeds any other software.

Cons
Honestly, there really isn't anything that I don't like. I haven't found anything that they can't do. If they can't do it, they find a way to make it happen for you.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Dominic V.

Great marketing tool, subpar contact center application

Used daily for 6-12 months
Reviewed 2020-08-24
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Anonymous

Easy Alternative to Call Rail

Used daily for 2+ years
Reviewed 2021-03-17
Review Source: Capterra

It has been good.

Pros
Easier to deploy than call rail. Give them a call or chat with them for a program to fit your budget or agency. Simple for a small business or a smaller agency.

Cons
Not as technical as CallRail. There are fewer selections on placement and connection.

Response from CallTrackingMetrics


Thank you so much for the review! It is always helpful to hear how we measure up to our competitors.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Rachel C.

It is not ideal but does integrate with other programs and software

Used daily for 2+ years
Reviewed 2018-02-06
Review Source: Capterra

It is better than not having a program to track calls and it helps us to identify the sources for ROI purposes, but does not produce regular reports and you really never know if the person came from where it says if they call the main number which is not recorded and they can't make that happen, but to be fair neither can any other company I have talked to outside the actual phone company.

Pros
It helps us to know when someone is calling into one of our tracking lines. It integrates with Infusionsoft via zapier (one way connection so that infusionsoft doesn't cause issues for them) and then it also allows us to listen to those calls.

Cons
It does not record all calls. It does not do a great job of creating contacts into Infusionsoft as it makes duplicates because of how the system connects, NOT sure if this is their fault, Zapier's fault or Infusionsoft's fault.

Response from CallTrackingMetrics


Hi Rachel, Thank you for your feedback. I know you are passing data between several platforms, but CTM does offer call recordings and transcriptions. Please contact our support team if you have any issues or questions about how to use this feature.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Tiffany G.

We couldn't grow without CTM!!!!!

Used daily for 2+ years
Reviewed 2021-03-12
Review Source: Capterra

Overall, we are very happy with CTM because of Coalmarch. They were instrumental in the setup, and the continuous troubleshooting we do with CTM. They are extremely knowledgeable of CTM, and guide us through any additions or hurdles we come across! At the end of the day, we could not GROW the company as we have without CTM and Coalmarch!

Pros
That it is incredibly streamlined. There isn't a "phone" obstacle that CTM can't solve for your business. The tracking information alone that it is able to tell you is invaluable and being able to transition from a 9 am-5 pm business to 24-7 and streamline those calls to specific numbers and departments making it possible for our customers to talk to a real person every time and not a voicemail was the growth push we needed and call companies should be striving for! The ablity to make ALL numbers a textable number, is the most innovative thing CTM quite frankly does. Not to miss a call because they texted instead... what more could you want being in the service industry!

Cons
The only two complaints I have about CTM is that the reporting is not very user-friendly. It goes really far in-depth and isn't easily understood how to do a simple task rather than such broad ones when using "reports". The second would be the CTM App. It's ineffective for inbound calls, but perfect for outbound calls, which I know they are working on updating the app.

Response from CallTrackingMetrics


Thank you so much for the great review and valuable feedback, Tiffany! We love to hear how we have helped our customers grow. Your success is our success.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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CallTrackingMetrics pricing

Starting from
$39/month
Pricing options
Subscription
Free trial
View Pricing Plans

CallTrackingMetrics is available in three monthly plan options. The Business Plan costs $39 per month for call and text tracking, call recording, basic call routing, and more. The Marketing Plan costs $99 per month and includes everything in the Business Plan plus unlimited web form tracking, conversion analytics, enhanced security, and more. The Contact Center plan costs $299 per month and includes everything in the Marketing Plan plus additional integrations, advanced call routing, predictive dialer, a soft phone system, and more.

CallTrackingMetrics features

API
Access Controls/Permissions
Call Monitoring
Call Recording
Call Routing
Chat/Messaging
Collaboration Tools
Communication Management
Data Import/Export
IVR / Voice Recognition
Live Chat
Mobile Access
Reporting/Analytics
Third Party Integrations

Activity Dashboard (187 other apps)
Alerts/Notifications (238 other apps)
Contact Management (219 other apps)
Customizable Branding (137 other apps)
Reporting & Statistics (202 other apps)
Video Conferencing (172 other apps)

Videos and tutorials

Additional information for CallTrackingMetrics

Key features of CallTrackingMetrics

  • Blended Call Center
  • CRM
  • Call Logging
  • Call Tracking
  • Caller Identification
  • Dynamic Number Insertion (DNI)
  • Form Fill Tracking
  • Google Integrations
  • Inbound Call Center
  • Interactive Voice Response
  • Open API
  • Outbound Call Center
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Smart Routing
  • Web-based Softphone
View All Features

Benefits

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