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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

Glen P.

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

Validated Review

Verified Reviewer

Submitted May 2021

Great service and support

Likeliness to Recommend

9 /10

What differentiates CallTrackingMetrics from other similar products?

Simple integrations

What is your favorite aspect of this product?

easy setup and straight forward reporting

What do you dislike most about this product?

Not as user friendly or pretty as other platforms

What recommendations would you give to someone considering this product?

Ensure it integrates with the services you want to use it for.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Joanna F.

Role: Sales Marketing
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2021

Great features but API can be improved.

Likeliness to Recommend

10 /10

What differentiates CallTrackingMetrics from other similar products?

All the feature customization available and advanced reporting.

What is your favorite aspect of this product?

I find it to be very user-friendly.

What do you dislike most about this product?

The setup for some tracking sources could be more clear.

What recommendations would you give to someone considering this product?

It's a great product and super easy to use. Integrations could be more flexible but overall, excellent. Their customer service is very knowledgeable.

Pros

Unique Features
Efficient Service
Effective Service
Caring

Sam H.

Role: Information Technology
Industry: Communications
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted May 2021

After the hard initial setup, it's easy to use.

Likeliness to Recommend

9 /10

What differentiates CallTrackingMetrics from other similar products?

I haven't used other products so I'm unsure.

What is your favorite aspect of this product?

While it may seem like a small detail, I appreciate that it has dark mode. Looking at the screen for long periods of time is part of the job, so I appreciate dark mode to ease the burden on my eyes.

What do you dislike most about this product?

It's simply complicated to setup. However, that may simply be the nature of this type of product...not necessarily a detractor from Call Tracking Metrics as a company.

What recommendations would you give to someone considering this product?

Make sure you clearly understand why you're using this product (assessing the sources of calls, auditing calls, integrations into Google Analytics for the data) before you sign up. It will help you not get overwhelmed when you first see the dashboard and myriad of drop down menus on the main navigation.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Glen P.

Great service and support

Likeliness to Recommend

Pros

Joanna F.

Great features but API can be improved.

Likeliness to Recommend

Pros

Sam H.

After the hard initial setup, it's easy to use.

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