CallTrackingMetrics Customer Reviews 2023

What is CallTrackingMetrics?

CallTrackingMetrics is a digital platform that uses call tracking intelligence to inform contact center automation—resulting in a more personalized customer experience. Discover which marketing campaigns are generating leads and conversions, and use that data to automate call flows and power your contact center.

Company Details

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Awards & Recognition

CallTrackingMetrics won the following awards in the Conversation Intelligence category

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2023 Data Quadrant Gold Medalist

Latest Award, 2023

6 Top Rated Capabilities

10 Top Rated Features

Latest Award, 2023

2023 Emotional Footprint Champion

2023

Conflict Resolution

2023

3 Top Rated Capabilities

6 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

CallTrackingMetrics Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on CallTrackingMetrics.

93 Likeliness to Recommend

97 Plan to Renew

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+89 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love CallTrackingMetrics?

0% Negative

4% Neutral

96% Positive

Pros

Respectful
Security Protects
Client Friendly Policies
Reliable

Feature Ratings

Average 85

Call Recording

91

Role-Based Access

90

Call Analytics

90

Manager Annotation and Feedback

88

Dashboards and Reporting

85

Application Integration

84

Audio Transcription

83

Pipeline Visibility

83

Conversation Coaching

83

Mobile Support

81

Artificial Intelligence Engine

74

Vendor Capability Ratings

Average 83

Ease of IT Administration

98

Breadth of Features

96

Ease of Implementation

95

Ease of Customization

92

Availability and Quality of Training

90

Business Value Created

89

Usability and Intuitiveness

83

Ease of Data Integration

81

Quality of Features

76

Vendor Support

75

Product Strategy and Rate of Improvement

71

CallTrackingMetrics Reviews

Joseph V.

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2023

Helping us automate, scale, and streamline!

Likeliness to Recommend

10 / 10

What differentiates CallTrackingMetrics from other similar products?

CallTrackingMetrics couples a friendly, easy to use, interface that didn't take long to learn and master. They also provide the features and tools to automate and streamline all of our call center operations to allow more lead generation and growth as a business. Other products fail to provide the same customer support, ease of use, and overall flexibility CTM offers.

What is your favorite aspect of this product?

We love their overall flexibility and ability to do just about everything within their platform. The triggers, actions, and webhooks help us automate everything from call and lead labeling to pushing leads over to our CRM.

What do you dislike most about this product?

The only thing that could be better is it's difficult to troubleshoot problems on your own. Their support team is more then ready to help, but there are some advanced customization that they can't speak on.

What recommendations would you give to someone considering this product?

I would schedule a demo, and really see if this would fit for your organization's needs. Chances are that if you can dream it, CallTrackingMetrics can make it a reality. At least that's how our experience has been thus far.

Pros

Helps Innovate
Reliable
Enables Productivity
Trustworthy

Role: C-Level
Industry: Consulting
Involvement: Vendor Management and Renewal

Validated Review

Anonymous Reviewer

Submitted Jan 2023

Great features and support.

Likeliness to Recommend

10 / 10

Pros

Performance Enhancing
Unique Features
Respectful
Client Friendly Policies

Steve 'Berto' B.

Role: Information Technology
Industry: Construction
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2023

Great data connectivity between systems

Likeliness to Recommend

10 / 10

What differentiates CallTrackingMetrics from other similar products?

Their ability to seamlessly bridge the gap between other data providers and their API make working with the platform far better than most of their competitors. On top of that, the further support of those integrations sets them apart and keeps us in step with industry changes.

What is your favorite aspect of this product?

The people's ability to keep innovating and supporting the platform is the best aspect.

What do you dislike most about this product?

Some of the call agent interfaces is not the easiest to use. Some of the manager tools to monitor call/chat agents could be better.

What recommendations would you give to someone considering this product?

Ensure you have your integration plan in order prior to starting.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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CallTrackingMetrics

CallTrackingMetrics

What is CallTrackingMetrics?

Company Details

Need Assistance?

Awards & Recognition

2023 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2022 Emotional Footprint Champion

CallTrackingMetrics Ratings

93 Likeliness to Recommend

97 Plan to Renew

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love CallTrackingMetrics?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Role-Based Access Enable different levels of access based on role e.g. administrators can modify and see all data or department managers have access only to their data.

Call Analytics Real-time and historical reporting and analytics on call metrics, such as talk time, competition win rate, key words, sentiment etc.

Manager Annotation and Feedback The solution allows managers to provide annotation and feedback on recorded calls, and to assign calls a score based on predefined or user-defined rubric.

Dashboards and Reporting Customizable dashboards to track KPIs, rep performance, and metrics.

Application Integration Includes functional and data integration with common applications such as CRM, CSM, ERP, email, etc.

Audio Transcription Transcription audio recordings into text format, providing a transcript of the recorded dialog.

Pipeline Visibility Single view into deals by combining customer interactions for visibility into executive involvement, history with past employees and leading sales indicators.

Conversation Coaching The solution makes proactive recommendations to sales reps based on call attributes and dynamics, for example, balance of talk time or keywords mentioned.

Mobile Support The solution provides the ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Artificial Intelligence Engine Can work autonomously within a series of pre-defined parameters, including decision-making, routing, processing, and human interaction.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

CallTrackingMetrics Reviews

Joseph V.

Helping us automate, scale, and streamline!

Likeliness to Recommend

Pros

Great features and support.

Likeliness to Recommend

Pros

Steve 'Berto' B.

Great data connectivity between systems

Likeliness to Recommend

Pros

Most Popular CallTrackingMetrics Comparisons

Chorus.ai

Gong

Salesloft

Mediafly Coach360

Clari Copilot

Invoca

Feature Ratings

Call Recording

Role-Based Access

Call Analytics

Manager Annotation and Feedback

Dashboards and Reporting

Application Integration

Audio Transcription

Pipeline Visibility

Conversation Coaching

Mobile Support

Artificial Intelligence Engine

Vendor Capability Ratings

Ease of IT Administration

Breadth of Features

Ease of Implementation

Ease of Customization

Availability and Quality of Training

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Vendor Support

Product Strategy and Rate of Improvement