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CallTrackingMetrics LLC

CallTrackingMetrics

Composite Score

8.5 /10

CX Score

8.5 /10

47 Reviews Write a Review

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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2024 Data Quadrant Gold Medalist

Latest Award, 2024

7 Top Rated Capabilities

9 Top Rated Features

Latest Award, 2024

2024 Emotional Footprint Champion

2024

Product Impact

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.

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.

93 Likeliness to Recommend

98 Plan to Renew

81 Satisfaction of Cost Relative to Value

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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.

+88 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

3% Neutral

97% Positive

Pros

Respectful
Client Friendly Policies
Reliable
Enables Productivity

Feature Ratings

Average 85

Call Recording

Call Analytics

Role-Based Access

Manager Annotation and Feedback

Audio Transcription

Application Integration

Dashboards and Reporting

Mobile Support

Pipeline Visibility

Conversation Coaching

Artificial Intelligence Engine

Vendor Capability Ratings

Average 83

Vendor Support

Ease of IT Administration

Business Value Created

Quality of Features

Ease of Implementation

Breadth of Features

Availability and Quality of Training

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization

CallTrackingMetrics Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CallTrackingMetrics Videos

CallTrackingMetrics Reviews

Daniel V.

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

Validated Review

Verified Reviewer

Submitted May 2021

The product itself and the technology is excellent

Likeliness to Recommend

8 /10

What differentiates CallTrackingMetrics from other similar products?

Don't know, have not tried a competitor yet.

What is your favorite aspect of this product?

Realiable software and accurate information.

What do you dislike most about this product?

Customer support is terrible, 9/10 times the issues are not solved.... I have to figure out solutions by myself...Also, they have not offered a full account review to see if we have everything setup correctly. We've been customers for years and not even once they have reached out to see how things can be improved on our end. That's a major flaw on their side...in general, support is really bad.

What recommendations would you give to someone considering this product?

Hire a consultant because no one at CTM will help you setup things correctly.

Pros

Transparent
Trustworthy
Respectful
Fair

Cons

Less Effective Service
Less Efficient Service
Wastes Time

Bob W.

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

Validated Review

Verified Reviewer

Submitted May 2021

Reliable and works great, but poor support

Likeliness to Recommend

5 /10

What differentiates CallTrackingMetrics from other similar products?

Pretty standard call tracking, I don't know that there are definitively standout features.

What is your favorite aspect of this product?

It's reliable and consistent. It's a core product for our business and performs well without problems.

What do you dislike most about this product?

Some advanced features have been difficult to use or don't work at all. Support is challenging to work with.

What recommendations would you give to someone considering this product?

Stick to the basics. If you are looking for advanced functionality and integration with other platforms be sure to test that they work as expected before getting too involved with the product.

Pros

Reliable
Enables Productivity
Includes Product Enhancements
Security Protects

Cons

Wastes Time
Less Caring
Leverages Incumbent Status

Role: Sales Marketing
Industry: Media
Involvement: Initial Implementation

Validated Review

Anonymous Reviewer

Submitted May 2021

Fantastic service

Likeliness to Recommend

8 /10

Pros

Reliable
Performance Enhancing
Enables Productivity
Effective Service

Latest Research

CallTrackingMetrics

What is CallTrackingMetrics?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2024 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2022 Emotional Footprint Champion

CallTrackingMetrics Ratings

93 Likeliness to Recommend

98 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 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).

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.

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.

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

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

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.

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.

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

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

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.

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.

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.

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.

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

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.

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.

CallTrackingMetrics Downloads

[Guide] Everything You Should Be Doing Before Call Tracking

CallTrackingMetrics Videos

Validate Your Marketing Decisions w/ CallTrackingMetrics

CallTrackingMetrics Reviews

Daniel V.

The product itself and the technology is excellent

Likeliness to Recommend

Pros

Cons

Bob W.

Reliable and works great, but poor support

Likeliness to Recommend

Pros

Cons

Fantastic service

Likeliness to Recommend

Pros

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Title

Feature Ratings

Call Recording

Call Analytics

Role-Based Access

Manager Annotation and Feedback

Audio Transcription

Application Integration

Dashboards and Reporting

Mobile Support

Pipeline Visibility

Conversation Coaching

Artificial Intelligence Engine

Vendor Capability Ratings

Vendor Support

Ease of IT Administration

Business Value Created

Quality of Features

Ease of Implementation

Breadth of Features

Availability and Quality of Training

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization