What users are saying about
12 Ratings
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Score 9.2 out of 100
17 Ratings
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Score 8.1 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

Zendesk Talk

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CallTrackingMetrics
Zendesk Talk
6.7
Agent dashboard
CallTrackingMetrics
Zendesk Talk
5.1
Validate callers
CallTrackingMetrics
Zendesk Talk
4.1
Outbound response
CallTrackingMetrics
Zendesk Talk
4.8
Call forwarding
CallTrackingMetrics
Zendesk Talk
8.9
Click-to-call (CTC)
CallTrackingMetrics
Zendesk Talk
8.2
Warm transfer
CallTrackingMetrics
Zendesk Talk
5.5
Interactive voice response
CallTrackingMetrics
Zendesk Talk
5.0
REST APIs
CallTrackingMetrics
Zendesk Talk
9.0
Call tracking
CallTrackingMetrics
Zendesk Talk
7.8
Multichannel integration
CallTrackingMetrics
Zendesk Talk
7.5
CRM software integration
CallTrackingMetrics
Zendesk Talk
8.1

Workforce Optimization (WFO)

CallTrackingMetrics
Zendesk Talk
6.3
Inbound call routing
CallTrackingMetrics
Zendesk Talk
7.3
Omnichannel inbound routing
CallTrackingMetrics
Zendesk Talk
10.0
Recording
CallTrackingMetrics
Zendesk Talk
9.1
Quality management
CallTrackingMetrics
Zendesk Talk
6.5
Call analytics
CallTrackingMetrics
Zendesk Talk
4.1
Historical reporting
CallTrackingMetrics
Zendesk Talk
5.0
Live reporting
CallTrackingMetrics
Zendesk Talk
7.0
Customer surveys
CallTrackingMetrics
Zendesk Talk
3.2
Customer interaction analytics
CallTrackingMetrics
Zendesk Talk
4.5

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

Zendesk Talk

  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
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

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

Support Rating

CallTrackingMetrics

No score
No answers yet
No answers on this topic

Zendesk Talk

Zendesk Talk 5.2
Based on 6 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | 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

Zendesk Talk

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.
Anonymous | TrustRadius Reviewer

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

Zendesk Talk

  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Shea Mworia | TrustRadius Reviewer

Screenshots

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.

Zendesk Talk

General

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

Zendesk Talk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CallTrackingMetrics
9.3
Zendesk Talk
8.1

Support Rating

CallTrackingMetrics
Zendesk Talk
5.2

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