TrustRadius Insights for CTM are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
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.
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.
Pros
Sorting calls
Filtering calls
Displaying important call information
Automatically saving filters
Cons
Speed
Overall accessibility
Time out issues
Likelihood to Recommend
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.
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.
Pros
Call Recording
Caller ID
Our numbers are able to be used according to our school zip code
Cons
Better system usage such as glitching
The setup was a bit confusing
Tough to customize it
Likelihood to Recommend
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.
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.
Pros
Call transcription.
Integration with Google Ads.
Dynamic number insertion.
Form tracking.
Website integration with WordPress plugin.
Cons
Can get pricy.
More complex integrations may need professional services.
No push notifications for incoming SMS on mobile app (non agent).
Likelihood to Recommend
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.
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
Pros
Attribution
Reporting
Integrations
Cons
Help docs could better align with task checklists
Setup automation or process prompts may streamline the manual steps required
Likelihood to Recommend
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.
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.
Pros
Reporting.
Traffic source call tracking & recording.
Integration with most of CMS.
Cons
Compatibility with conference software like Hangouts.
Desktop application not available.
More training resources.
Likelihood to Recommend
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.
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.
Pros
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
Cons
Integration setup could be improved
Navigation could still use some improvements
Likelihood to Recommend
[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.
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.
Pros
Easy to purchase numbers and secure routing.
Easy API integration for reporting functionality.
User-friendly dashboard.
Cons
I'm really having a hard time coming up with anything that could/should be different.
Likelihood to Recommend
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.
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.
Pros
Support.
Data reports.
Detailed call information.
Cons
Visual side of the site needs improvement.
Likelihood to Recommend
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.
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.
Pros
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.
Cons
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.
Likelihood to Recommend
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.
