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Starting at $79 per month
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What is CallTrackingMetrics?

CallTrackingMetrics is a call tracking solution for all online and offline channels with real-time reporting and intelligent routing.

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Recent Reviews

TrustRadius Insights

User-Friendly Interface: Many users have found the user interface of the reporting software to be highly intuitive and easy to navigate, …
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Love CTM!

9 out of 10
January 21, 2021
We use it in our digital marketing department as a way to implement call tracking for some of our marketing clients. It ensures our …
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  • $79 per month
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Product Details

What is CallTrackingMetrics?

CallTrackingMetrics is a global conversation analytics provider giving marketers data to make confident strategy decisions. The service boasts over 100,000 users, including The Washington Post, Verizon Connect, and ServiceMaster, who use CTM to make data-driven advertising decisions. CTM integrates with core tools marketers use like Google Ads and Analytics, Hubspot, Salesforce, Zoom, and Facebook.

CTM was one of the earliest call tracking providers and remains owned by its husband and wife founders, Todd and Laure Fisher.

CallTrackingMetrics Features

  • Supported: Local, toll-free, and vanity tracking numbers available for online and offline tracking
  • Supported: Omnichannel attribution across calls, texts, form fills, and chats
  • Supported: Conversation intelligence tools like live listen, transcriptions, call recording, and keyword spotting
  • Supported: Browser-based softphone to facilitate the communication of in-office or remote workforces without the need for expensive desk phones.
  • Supported: Power outbound campaigns with bulk SMS messaging and text message automation
  • Supported: Advanced call routing options from customizable IVRs to georouting, and smart routers to accommodate any unique scenarios a business faces
  • Supported: An open API with included development office hours to support and scale for any unique integrations and use cases

CallTrackingMetrics Screenshots

Screenshot of Activity LogScreenshot of Softphone Interface

CallTrackingMetrics Video

AskAI - Artificial intelligence driven insights from conversations.

CallTrackingMetrics Competitors

CallTrackingMetrics Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android

Frequently Asked Questions

CallTrackingMetrics is a call tracking solution for all online and offline channels with real-time reporting and intelligent routing.

CallTrackingMetrics starts at $79.

CallRail, Invoca, and Marchex are common alternatives for CallTrackingMetrics.

The most common users of CallTrackingMetrics are from Small Businesses (1-50 employees).

CallTrackingMetrics Customer Size Distribution

Small Businesses (1-50 employees)60%
Mid-Size Companies (51-500 employees)30%
Enterprises (more than 500 employees)10%
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Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

User-Friendly Interface: Many users have found the user interface of the reporting software to be highly intuitive and easy to navigate, allowing them to perform tasks quickly and efficiently. Several reviewers have praised its simplicity and user-friendliness, making it accessible for anyone without difficulty.

Wide Array of Integrations: The software's extensive range of integrations has been appreciated by many customers. They have highlighted how these integrations enable them to seamlessly port data to multiple platforms and places, enhancing their overall workflow and productivity. Some users have specifically mentioned the usefulness of the software's integration with various content management systems in tracking and recording traffic sources.

Effortless Setup and Usage: According to several reviewers, one standout feature of the software is its ease of setup and usage. Users have emphasized that getting started with the software is a breeze, saving them time and effort during implementation. This has made it accessible for both technical experts as well as those less familiar with such tools, expanding its usability across different skill levels.

Compatibility with conference software: Some users found the compatibility with conference software like Hangouts to be lacking. They mentioned that there was no desktop application available, which made it inconvenient for them during virtual meetings and conferences.

Insufficient training resources: Several users expressed the need for more comprehensive training resources to fully utilize the software's capabilities. They mentioned that the complexity of integrations may require professional services, which could be costly and time-consuming.

Absence of push notifications for SMS: Non-agent users highlighted the absence of push notifications for incoming SMS on the mobile app as a drawback. They felt that having this feature would greatly improve their experience by allowing them to stay updated and responsive even when they are not actively using the app.


(1-9 of 9)
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Score 10 out of 10
Vetted Review
Verified User
I use CallTrackingMetrics within our organization to accurately audit and report on our client's calls for each month. This software helps us easily sort through all the calls and accurately label them with whatever criteria we're looking for. I use this software monthly, and it helps make my job much more easier.
  • Sorting calls
  • Filtering calls
  • Displaying important call information
  • Automatically saving filters
  • Speed
  • Overall accessibility
  • Time out issues
CallTrackingMetrics is well suited for scenarios where there are a large number of calls that need to be audited with specific sorting and filtering settings. I could see this software not being useful in scenarios where there are only a few calls to listen to or if you require simpler metrics.
Score 8 out of 10
Vetted Review
Verified User
We use CTM to keep communications with our clients and keep records of the same. It allows us to listen to users' calls live and it is very useful for quality control and follow up. Additionally, we use it for call tracking purposes for digital marketing accounts since CTM allows to install codes on the backend of websites for tracking numbers to be swapped dynamically based on the traffic source.
  • Reporting.
  • Traffic source call tracking & recording.
  • Integration with most of CMS.
  • Compatibility with conference software like Hangouts.
  • Desktop application not available.
  • More training resources.
I love the call recording platform where you are able to see the recording for all the users and you also have the option to shadow calls. This is very good when you want to audit certain calls. Also, I like the option to create different profiles by clients. It gives a sense of organization.
May 28, 2021

Easy as 1,2,3

Score 10 out of 10
Vetted Review
Verified User
We use CallTrackingMetrics for all of the students that we come in contact with. It helps us as Admissions Counselors to know when and who is calling to speak with us. It is being used across our whole Admissions Department. I feel was though it has helped me tremendously keep tabs with the students I work with.
  • Call Recording
  • Caller ID
  • Our numbers are able to be used according to our school zip code
  • Better system usage such as glitching
  • The setup was a bit confusing
  • Tough to customize it
A student called in and I was not sure of the student because we have never spoke. CallTrackingMetrics gave me the persons name which made it easier for me to be more personable. Sometimes when a student calls they are looking for information about the school I work for. With this feature it has been so much easier to be personable with my students.
Score 10 out of 10
Vetted Review
CallTrackingMetrics is being used by our entire organization internally and we use it with many clients. First, we use it internally for call tracking and attribution for all calls and forms to our business. Specifically, we use dynamic number intersection on our website for both paid and organic sources as well as offsite tracking on GMB (Google My Business) listing. We also use the triggers for automatically send notifications for calls that have certain events such as call length, missed call, incoming text message or when calls contain certain words or phrases. The certain words or phrases is known by the transcription tool CTM offers which transcribes all your calls and then allows you to set certain words or phrases that automatically tag the call.

We also use CTM for our clients. Most of our clients have similar setups to how we use it at out Agency but we have done a few more significant integrations with clients. One integration that I would like to note was with Salesforce CRM. We connected CTM with a clients Salesforce instance and its a very tight integration in our opinion. You can pass not only call data but website and advertising data into Salesforce easily with this integration.
  • Call transcription.
  • Integration with Google Ads.
  • Dynamic number insertion.
  • Form tracking.
  • Website integration with WordPress plugin.
  • Can get pricy.
  • More complex integrations may need professional services.
  • No push notifications for incoming SMS on mobile app (non agent).
CallTrackingMetrics is well suited for small to medium size business that want to have dynamic number insertion to tracking calls from both paid and organic sources on the internet. It also works well for connecting Google Ads and other online advertising platforms to better connect the calls that not only show as conversion but which calls actually turn into sales.
Christopher R. Chaput | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Used in Marketing for Channel Attribution with unique tracking numbers; Used in Customer Experience with Live Chat; Used in Analytics with Form Reactor and other Conversation Tracking
  • Attribution
  • Reporting
  • Integrations
  • Help docs could better align with task checklists
  • Setup automation or process prompts may streamline the manual steps required
We find all the value we need in the half of the tool set that tracks conversations. Having used more than one Call Tracking solution, CallTrackingMetrics offers excellent quality at a fee plan smaller businesses can afford. Full disclosure - we've not fully utilized Call Center features to replace legacy PBX but plan to do so for a Client in 2021.
Score 10 out of 10
Vetted Review
Verified User
We use [CallTrackingMetrics] to track conversions from marketing efforts as well as uncover issues in the sales process for our clients. This allows us to validate the leads we are driving and improve the conversion from lead to sale / customer / patient etc.
  • Easy implementation makes it simple to deploy
  • Fast support in the event you have questions
  • Improved navigation - easier to get around the platform
  • Wide array of Integrations allow ups to port data to many places
  • HIPAA Compliant
  • Integration setup could be improved
  • Navigation could still use some improvements
[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.
Score 10 out of 10
Vetted Review
Verified User
We use CallTrackingMetrics as our 'go-to' call tracking resource for all of the varied businesses that we work with. Annually, this means we're implementing call tracking solutions for hundreds of businesses of all sizes. CallTrackingMetrics integrates neatly with our reporting systems and allows us to track the value of every ad dollar back to real data.
  • Easy to purchase numbers and secure routing.
  • Easy API integration for reporting functionality.
  • User-friendly dashboard.
  • I'm really having a hard time coming up with anything that could/should be different.
If you are looking for an easy-to-implement call tracking solution with responsive API capability, then CallTrackingMetrics is a no-brainer solution for you. It's easy to purchase new numbers, label them, set up whispers & other functionality, and get them live within moments. I have never felt the need to find another call tracking solution in the last 5 years because CallTrackingMetrics is checking all the boxes for me.
Score 9 out of 10
Vetted Review
Verified User
Our company uses call tracking metrics for many of our agencies clients to help us track phone call conversions on many different platforms. It helps us get much better conversion data for better optimizations and insights. It has amazing features so we can integrate with Google Analytics and push back the conversion totals.
  • Support.
  • Data reports.
  • Detailed call information.
  • Visual side of the site needs improvement.
We love CallTrackingMetrics for Google, Bing & Facebook call tracking. We utilize it for reporting on calls coming from those platforms and help us make better decisions in our accounts by telling more of a story. There are a lot more options we don't even utilized yet, but think they sound amazing.
January 21, 2021

Love CTM!

Score 9 out of 10
Vetted Review
Verified User
We use it in our digital marketing department as a way to implement call tracking for some of our marketing clients. It ensures our conversion reporting is accurate since Google doesn't do the best job of tracking those. We also listen to the calls and help the company by reporting back what we heard and advice for the sales team.
  • 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.
  • Honestly, the only thing I can think of is I hate how when you go to the homepage and click "log in" that it opens up a new window.
From a marketing perspective it is well suited for any time you have call tracking in place and need to be able to accurately report those conversions to your client. It also works well if you need to report back how the calls went in order to justify spend, sales tactics or marketing needs. I think it is especially important if you have multiple sources driving traffic to the website. It allows you to easily see which source brought the most phone calls and can integrate with Google Ads so sometimes you can even see the keyword that prompted the search/phone call.

Scenarios where it is less appropriate might be when you have a low budget client or a client who doesn't receive many phone calls throughout the month.
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