CallTrackingMetrics call tracking review

CallTrackingMetrics is a digital marketing platform designed to provide insights into customer behaviors. Renowned companies such as The Washington Post, Verizon Connect, and ServiceMaster rely on CTM for their content marketing needs.

Established in 2011, CallTrackingMetrics offers a variety of solutions tailored for businesses, agencies, and contact centers, ranging from predicting optimal business strategies to measuring and analyzing calls. Partnering with CTM allows clients to track calls and measure outcomes with precision.

It is ideally suited for small, startup-sized businesses. Approximately 80% of CTM’s clients are small enterprises with fewer than 50 employees, and 19% are from the healthcare industry. The majority of these businesses (90%) are based in North America.

1. CallTrackingMetrics: Overview

Expert Score: 67 out of 79

Short Description: CallTrackingMetrics is a strong option for businesses in search of a reliable call-tracking platform. While it may not quite match the industry leader, it consistently drives competition forward with its dynamic approach. The platform boasts an impressive array of features and is renowned for its user-friendliness. It’s particularly well-suited for agencies, and its few downsides include only minor requests for niche features (which may not be essential for all) and subjective preferences related to aesthetics and design.

Customer Experience and Ratings: 
CallTrackingMetrics enjoys robust ratings on two leading review platforms. It boasts a solid score of 4.5 from 685 reviews on G2 and a 4.6 from 127 reviews on Capterra. Generally, users appreciate the platform’s extensive call-tracking features. Nonetheless, a few recurring complaints emerge, such as the difficulty of accessing customer service from outside the USA, a complex setup process, and limited options for report customization.

Pricing: CallTrackingMetrics offers four plans, with the most affordable option priced at $79 per month. This plan includes most of the essential call-tracking features, such as IVR routing and unlimited user access. However, live service support and advanced features are reserved for the more expensive plans, which start at $149 per month.

Top call tracking solutionCallTrackingMetricsCallRailPhonexa
Inbound Call
(per minute)
$0.27$0.05$0.035-0.05
Outbound Call
(per minute)
$0.29$0.05$0.02-$0.05
Phone Number
(per line)
$1.50$3.00$1.50
Voicemail
(per minute)
$0.002$0.003$0.001
Min price
(per month)
$79.00$45.00$100.00

2. CallTrackingMetrics: Features and Integrations

CallTrackingMetrics provides a comprehensive suite of call-tracking features, including real-time analytics, dynamic number insertion, IVR routing, and automated call scoring. The platform supports seamless integration with major marketing tools, enhancing ad performance tracking. It caters to businesses of all sizes with scalable plans that offer additional advanced features and live support for higher-tier subscriptions.

2-Way Messaging
Agent Interface
Alerts / Escalation
Automated Routing
Automatic Call Distribution
Automatic Transcription
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scheduling
Call Scripting

3. CallTrackingMetrics: Comparison to the Call Tracking Market Leaders

CallTrackingMetrics is rated as one of the top three call-tracking solutions in our comprehensive analysis of industry leaders. The table below details both basic and advanced features, explaining how each call-tracking function is handled by CTM and its two main competitors.

features Phonexa Nimbata
OFFLINE CALL TRACKINGoffline call tracking on ctmphonexa offline call tracking determines marketing campaign effectivenessnimbata call tracking for offline conversions
Precise analysis of ad campaign effectiveness to enhance conversion rates, refine ad design and content marketing strategies
Score3 out of 33 out of 33 out of 3
ONLINE CALL TRACKINGcalltrackingmetrics online call trackingphonexa online call trackingnimbata online call tracking basic
Essential feature for call-tracking platforms to tracks and analyzes online calls
Score3 out of 33 out of 33 out of 3
DYNAMIC NUMBER INSERTIONctm dni featurephonexa dni call trackingnimbata dynamic number insertion
Changing how phone numbers are displayed on a website based on the visitor\’s source, allowing precise call distribution and marketing strategy analisys
Score3 out of 33 out of 33 out of 3
KEYWORD-LEVEL ATTRIBUTIONctm keyword attribution featuresphonexa keyword attribution call trackingnimbata call tracking keyword attribution
Defining which phone calls are driven by which keywords used in digital marketing
Score3 out of 33 out of 33 out of 3
MULTI-TOUCH ATTRIBUTION MODELINGctm call tracking analyzingphonexa call tracking multi-touch modelingnimbata multi-touch attribution modeling
Complex call tracking and analysis instrument for evaluation of multiple marketing touchpoints on different channels
Score3 out of 33 out of 33 out of 3
REPORTING & ANALYTICS
OUT-OF-THE-BOX REPORTINGcalltrackingmetrics reportingphonexa call tracking reportingnimbata reporting and analytics
Ready-to-use reporting templates and analytics features
Score3 out of 33 out of 33 out of 3
EMAIL SUMMARY REPORTSctm call tracking email reportingphonexa email call tracking reportsnimbata email reports
Scheduled automated email reports detailing campaign performance and call tracking statistics
YouTube demonstration
Score3 out of 33 out of 33 out of 3
CUSTOM REPORTING ENGINEctm email notificationspronexa personalized call tracking reportsnimbata email reporting customization
Creation of personalized reports based on specific call-tracking metrics
Score3 out of 33 out of 33 out of 3
MULTI-TOUCH CPL REPORTING
Built-in functionality to calculate cost per lead and analyze ad spending across different platformsYou can use the CPL metric here with only one caveat: there is no separate tab for it.
Score0 out of 33 out of 30 out of 3
CALL SCOREctm calls scoringphonexa call quality evaluationnimbata call tracking quality score
Automatic and manual evaluation of call quality and lead scoring
Score3 out of 33 out of 33 out of 3
USABILITY OF RECORDSctm records navigationphonexa call tracking usabilitynimbata call tracking usability
Intuitive navigation of records, clear visualization of metrics, and efficient retrieval of call-tracking reportsThe design would benefit from additional improvements.Graphical representation of information is unimpressive, but it\’s normal for tech-savvy customers who use the API.
A truly user-friendly interface
Score4 out of 52 out of 55 out of 5
BASIC FEATURES
CALL RECORDINGctm call tracking recording servicephonexa call recordingnimbara call recordings
Recording calls allows capturing and reviewing customer interactions for quality control, training, and sales strategies performance evaluation
Score3 out of 33 out of 33 out of 3
CALL TRANSCRIPTIONcalltrackingmetrics transcriptionphonexa call tracking transcriptionnimbata call transcription
Conversion of calls into written data using speech-recognition software for reviewing them without listening and extracting insights
Nimbata offers this feature for more than 100 languages
Score3 out of 33 out of 33 out of 3
CALL FORWARDINGctm advanced call forwardingphonexa call forwardingnimbata call forwarding
An essential call flow management feature, call forwarding automatically routs incoming calls to other phone numbers based on predefined rules
Score3 out of 33 out of 33 out of 3
EMAIL NOTIFICATIONSctm automated emailingphonexa email notificationsnimbata call tracking notifications
Instant updates on call activity for timely responses and creating notifications for customers and partners
YouTube video with instructions
Score3 out of 33 out of 33 out of 3
STANDARD CALL FLOW BUILDERctm call tracking software interfacephonexa call tracking customizationnimbata call tracking custom routing
The call tracking software interface for creating and customizing the journey of incoming fallsWhile fully functional, the call tracking builder is not easy to use.Functional and flexible call builder. Visually, there\’s room for improvement.The visual presentation needs some enhancement
Score4 out of 54 out of 54 out of 5
CUSTOM AGENT SETUPctm user roles and permissionsphonexa user roles software
Assignment and customization of user roles and permissions within the call tracking system
There are several levels of advanced access for each user
Score3 out of 33 out of 30 out of 3
ADVANCED FEATURES
AUTO LEAD TAGGINGctm call tracking taggingnimbata call tracking tag
Automatic assigning of tags to calls based on various factors for the easy categorization of tracked calls
Doesn\’t include tagging summary
Score3 out of 32 out of 33 out of 3
MOBILE APPctm mobile appsphonexa call tracking campaigns
Provides flexibility of monitoring and managing campaigns on-the-goThe app doesn\’t have a user-friendly interface.
Score2 out of 55 out of 50 out of 5
ADVANCED CALL FLOW STEPSctm advanced call flowphonexa advanced call tracking routingnimbata call flow steps
Complex routing and handling of calls based on customizable rules and criteria
The routing criteria includes user\’s geolocation, activity on marketing campaign, and previous interactions.

Phonexa develops customized call flow features based on the customers requests.

Nimbata offers 4 different ways for routing.
Score3 out of 33 out of 33 out of 3
INTEGRATIONScalltrackingmetrics integrationsphonexa call tracking integrationsnimbata integrations
Ability to connect call tracking systems with other tools and platforms, such as CRMs50 integrations Phonexa lists 23 integrations. Also, the platform features many integrated marketing automation and user behavior tools.14 integrations indicated
Score3 out of 53 out of 52 out of 5
ARTIFICIAL INTELLIGENCEctm ai servicesphonexa call tracking company ai
AI in call tracking is used for various purposes such as analyzing conversations and automating call routingCovers basic AI call tracking needs.Phonexa provides some AI features, such as voice recognition.
Score3 out of 52 out of 50 out of 5
WHITE LABELctm white label tool for call tracking companiesphonexa call tracking company white labelnimbata white lebaling tools
Customization of software interface to include branding elements for enhanced reputation and user experience
Score3 out of 33 out of 33 out of 3
FREE VERSION OR TRIAL PERIODThere is no free trial versionThere is no free trial versionA free trial and a free account with 2 tracking numbers and 50 calls
TOTAL SCORE67 out of 7969 out of 7959 out of 79
%84,81% 87,34% 74,68%

4. CallTrackingMetrics: Pros and Cons

Pros

Detailed insights into call data, allowing businesses to track caller behavior campaign effectiveness
Scalable plans that can accommodate the needs of small businesses
Sophisticated IVR system that helps direct callers efficiently

Cons

Complicated integration process with third-party software
Lack of live service support with the cheapest pricing plan

Can I change plans after I sign up?

Yes, you can change plans at any time and either upgrade or downgrade. If you switch plans in the middle of a billing cycle, your payment will be prorated to account for the time remaining on your prior plan.

How do you bill me?

Your credit card will be entered when you register your account or, if you select the beginner plan, it will be entered when you want to buy numbers. Your credit card will be used to pay the first month’s software charge as well as to fill your CTM available balance (if applicable). Your numbers, minutes, monthly software cost (if applicable), and any other premium services you choose to enable are funded by the available balance, which functions similarly to a bank. You can instruct us to use your credit card to automatically replenish your account when it goes below a predetermined amount. For instance, if you set your recharge amount to $50, your account will be automatically topped off with $50 if it drops below that amount.

Where can I forward my calls?

In more than 90 nations worldwide, you can forward your tracking numbers to one or more receiving numbers in a variety of configurations. Using our browser-based softphone, you can forward to your office line, desk phone, cell phone, SIP endpoint, or a computer. You may set them up to sequentially ring, which will ring one after the other, or you can have them all ring at once. We also provide a wide variety of different ringing options, including call queues, geographic routing, and IVR routing.

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