CTM Customer Reviews 2026 | Conversation Intelligence

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CTM

Composite Score

8.3 /10

CX Score

8.3 /10

71 Reviews Write a Review

Claim Software

What is CTM?

CTM (formerly 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

CTM won the following awards in the Conversation Intelligence category

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2 Top Rated Capabilities

4 Top Rated Features

2025

2024 Data Quadrant Champion

2024

7 Top Rated Capabilities

9 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Product Impact

2024

2023 Data Quadrant Champion

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

CTM Ratings

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

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

99 Plan to Renew

79 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+80 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 CTM?

2% Negative

8% Neutral

90% Positive

Pros

Respectful
Enables Productivity
Client Friendly Policies
Security Protects

Feature Ratings

Average 84

Call Recording

Call Analytics

Role-Based Access

Conversation Coaching

Manager Annotation and Feedback

Audio Transcription

Dashboards and Reporting

Application Integration

Artificial Intelligence Engine

Pipeline Visibility

Mobile Support

Vendor Capability Ratings

Average 80

Business Value Created

Breadth of Features

Quality of Features

Ease of Implementation

Ease of IT Administration

Vendor Support

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Usability and Intuitiveness

CTM Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CTM Videos

CTM Reviews

Role: C-Level
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Feb 2025

Amazing if you can configure it properly

Likeliness to Recommend

8 /10

Pros

Respectful
Includes Product Enhancements
Helps Innovate
Inspires Innovation

Cons

Less Effective Service
Under Delivered
Slower Product Innovation

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

Validated Review

Anonymous Reviewer

Submitted Feb 2025

Great Resource for our business.

Likeliness to Recommend

8 /10

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Cons

Inhibits Innovation
Slower Product Innovation
Less Efficient Service

Role: Sales Marketing
Industry: Transportation
Involvement: Vendor Management and Renewal

Validated Review

Anonymous Reviewer

Submitted Feb 2025

Lots of great features!

Likeliness to Recommend

10 /10

Pros

Respectful
Efficient Service
Client Friendly Policies
Effective Service

Cons

Less Fair

CTM

What is CTM?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Champion

2024 Emotional Footprint Champion

2023 Data Quadrant Champion

2023 Emotional Footprint Champion

2022 Emotional Footprint Champion

CTM Ratings

89 Likeliness to Recommend

99 Plan to Renew

79 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love CTM?

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).

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

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.

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.

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.

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

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.

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

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.

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

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.

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.

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

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.

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.

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.

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.

CTM Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CTM Videos

CTM Buzzword Spiral Landscape 30s

CallTrackingMetrics is now CTM (15s)

CTM Call Log Demo | See Our Features in Action

CTM Reviews

Amazing if you can configure it properly

Likeliness to Recommend

Pros

Cons

Great Resource for our business.

Likeliness to Recommend

Pros

Cons

Lots of great features!

Likeliness to Recommend

Pros

Cons

Most Popular CTM Comparisons

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1
Since last award

Feature Ratings

Call Recording

Call Analytics

Role-Based Access

Conversation Coaching

Manager Annotation and Feedback

Audio Transcription

Dashboards and Reporting

Application Integration

Artificial Intelligence Engine

Pipeline Visibility

Mobile Support

Vendor Capability Ratings

Business Value Created

Breadth of Features

Quality of Features

Ease of Implementation

Ease of IT Administration

Vendor Support

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Usability and Intuitiveness