12 Ratings
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Score 9.2 out of 100
2 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

CallTrackingMetrics

[CallTrackingMetrics] is well suited for HIPAA Compliant Call Tracking when working with medical clients and is great for all clients who do online sales or patient intake. Clients with low volume of calls may not get enough value for the cost of this platform.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

This solution checks a lot of our boxes for session management and activity monitoring, but ongoing server and failover struggles remain a detractor for our team's use.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CallTrackingMetrics
Enghouse Interactive Contact Centers
6.8
Agent dashboard
CallTrackingMetrics
Enghouse Interactive Contact Centers
8.0
Validate callers
CallTrackingMetrics
Enghouse Interactive Contact Centers
7.0
Outbound response
CallTrackingMetrics
Enghouse Interactive Contact Centers
8.0
Call forwarding
CallTrackingMetrics
Enghouse Interactive Contact Centers
6.0
Warm transfer
CallTrackingMetrics
Enghouse Interactive Contact Centers
4.0
Predictive dialing
CallTrackingMetrics
Enghouse Interactive Contact Centers
7.0
Call tracking
CallTrackingMetrics
Enghouse Interactive Contact Centers
8.0
Multichannel integration
CallTrackingMetrics
Enghouse Interactive Contact Centers
6.0

Workforce Optimization (WFO)

CallTrackingMetrics
Enghouse Interactive Contact Centers
7.4
Inbound call routing
CallTrackingMetrics
Enghouse Interactive Contact Centers
6.0
Recording
CallTrackingMetrics
Enghouse Interactive Contact Centers
6.0
Call analytics
CallTrackingMetrics
Enghouse Interactive Contact Centers
9.0
Historical reporting
CallTrackingMetrics
Enghouse Interactive Contact Centers
9.0
Customer surveys
CallTrackingMetrics
Enghouse Interactive Contact Centers
7.0

Pros

CallTrackingMetrics

  • Very easy to set up and use. You can create as many tracking numbers and sources as you need. Easily organize and filter them for results and placing the code is so simple. Anyone can use this software.
  • Listening to the calls makes life simple. We can hear what the potential lead said and record feedback to better our marketing efforts. You can even flag or email the call recordings if you need to share inside or outside your organization.
  • Call reporting is a breeze! You can easily filter your sources, call duration, time and more and reports are extremely accurate.
  • Cost is well worth what you get from the software.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics
Anonymous | TrustRadius Reviewer

Cons

CallTrackingMetrics

  • Can get pricy.
  • More complex integrations may need professional services.
  • No push notifications for incoming SMS on mobile app (non agent).
Marvin Leininger | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user
Anonymous | TrustRadius Reviewer

Alternatives Considered

CallTrackingMetrics

CallTrackingMetrics has stood up well compared to Salesforce. Being that we are a high volume call center for schools, it has been very good for the company. I feel that CallTrackingMetrics is really good for our company compared to Salesforece CMS.
Earl Minney | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No answers on this topic

Return on Investment

CallTrackingMetrics

  • Fits nicely into the % of budget dedicated to Analytics
  • CallTrackingMetrics is our system of truth for source of calls for Local Service business
  • CallTrackingMetrics is our system of truth for CSR staffing plans at Supplier / Distributor
Christopher R. Chaput | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
  • The time spent managing server blips and failovers remains a detractor for our teams.
Anonymous | TrustRadius Reviewer

Screenshots

Enghouse Interactive Contact Centers

Pricing Details

CallTrackingMetrics

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

CallTrackingMetrics Editions & Modules

Edition
Business Plan$391
Marketing Plan$991
Contact Center Plan$2991
  1. per month
Additional Pricing Details
All plans include unlimited users at no extra cost, while Marketing and Contact Center plans also include free unlimited sub-accounts perfect for agencies and multi-location businesses. Discounts up to 15% off for annual agreements.

Enghouse Interactive Contact Centers

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Enghouse Interactive Contact Centers Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CallTrackingMetrics
9.3
Enghouse Interactive Contact Centers
7.0

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