CallTrackingMetrics LLC

CallTrackingMetrics

8.5 /10

41 Reviews Write a Review

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What is CallTrackingMetrics?

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

Company Details

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Awards & Recognition

CallTrackingMetrics won the following awards in the Conversation Intelligence category

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2024 Emotional Footprint Champion

Latest Award, 2024

Product Impact

Latest Award, 2024

2023 Data Quadrant Gold Medalist

2023

7 Top Rated Capabilities

10 Top Rated Features

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

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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

Role-Based Access

Call Analytics

Manager Annotation and Feedback

Dashboards and Reporting

Application Integration

Audio Transcription

Conversation Coaching

Pipeline Visibility

Mobile Support

Artificial Intelligence Engine

Vendor Capability Ratings

Average 83

Ease of IT Administration

Vendor Support

Business Value Created

Breadth of Features

Quality of Features

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

CallTrackingMetrics Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CallTrackingMetrics Videos

CallTrackingMetrics Reviews

blanca j.

Role: Operations
Industry: Media
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2023

easy to use pricey to get monthly help

Likeliness to Recommend

9 /10

What differentiates CallTrackingMetrics from other similar products?

I've enjoyed CTM although it was a little overwhelming to use at first.

What is your favorite aspect of this product?

I love how I can see what my staff is doing from my dashboard

What do you dislike most about this product?

Better reporting

What recommendations would you give to someone considering this product?

Take your time with demos

Pros

Efficient Service
Saves Time
Acts with Integrity
Trustworthy

Mark H.

Role: Operations
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2023

CallTrackingMetrics has a great product.

Likeliness to Recommend

10 /10

What differentiates CallTrackingMetrics from other similar products?

CallTrackingMetrics has a great product but their Support and Customer Service are what really put them as the only company I would consider for phone management.

What is your favorite aspect of this product?

Support and Customer Service

What do you dislike most about this product?

Support and Customer Service

What recommendations would you give to someone considering this product?

CallTrackingMetrics has phenomenal Support and Customer Service.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Denise A.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2023

Call Tracking Metrics offers and easy solution.

Likeliness to Recommend

10 /10

What differentiates CallTrackingMetrics from other similar products?

Their support team is on hand and extremely helpful.

What is your favorite aspect of this product?

Ability to track and determine the quality of the calls from various platforms.

What do you dislike most about this product?

Doesn't always work on Mac

What recommendations would you give to someone considering this product?

I highly recommend they try this product as it is cost-effective and provides insights into your business.

Pros

Reliable
Enables Productivity
Respectful
Acts with Integrity

CallTrackingMetrics

What is CallTrackingMetrics?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CallTrackingMetrics Videos

Validate Your Marketing Decisions w/ CallTrackingMetrics

CallTrackingMetrics Reviews

blanca j.

easy to use pricey to get monthly help

Likeliness to Recommend

Pros

Mark H.

CallTrackingMetrics has a great product.

Likeliness to Recommend

Pros

Denise A.

Call Tracking Metrics offers and easy solution.

Likeliness to Recommend

Pros

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Feature Ratings

Call Recording

Role-Based Access

Call Analytics

Manager Annotation and Feedback

Dashboards and Reporting

Application Integration

Audio Transcription

Conversation Coaching

Pipeline Visibility

Mobile Support

Artificial Intelligence Engine

Vendor Capability Ratings

Ease of IT Administration

Vendor Support

Business Value Created

Breadth of Features

Quality of Features

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement