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 solution | CallTrackingMetrics | CallRail | Phonexa |
| 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.
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 |  |  |  | |||||
|---|---|---|---|---|---|---|---|---|
| OFFLINE CALL TRACKING |  |  |  | |||||
| Precise analysis of ad campaign effectiveness to enhance conversion rates, refine ad design and content marketing strategies |  | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| ONLINE CALL TRACKING |  |  |  | |||||
| Essential feature for call-tracking platforms to tracks and analyzes online calls | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| 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 | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| KEYWORD-LEVEL ATTRIBUTION |  |  |  | |||||
| Defining which phone calls are driven by which keywords used in digital marketing | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| MULTI-TOUCH ATTRIBUTION MODELING |  |  |  | |||||
| Complex call tracking and analysis instrument for evaluation of multiple marketing touchpoints on different channels | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| REPORTING & ANALYTICS | ||||||||
| OUT-OF-THE-BOX REPORTING |  |  |  | |||||
| Ready-to-use reporting templates and analytics features | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| EMAIL SUMMARY REPORTS |  |  |  | |||||
| Scheduled automated email reports detailing campaign performance and call tracking statistics | YouTube demonstration | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CUSTOM REPORTING ENGINE |  |  |  | |||||
| Creation of personalized reports based on specific call-tracking metrics | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| MULTI-TOUCH CPL REPORTING | – | – | – | |||||
| Built-in functionality to calculate cost per lead and analyze ad spending across different platforms |  | You can use the CPL metric here with only one caveat: there is no separate tab for it. | | |||||
| Score | 0 out of 3 | 3 out of 3 | 0 out of 3 | |||||
| CALL SCORE |  |  |  | |||||
| Automatic and manual evaluation of call quality and lead scoring | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| USABILITY OF RECORDS |  |  |  | |||||
| Intuitive navigation of records, clear visualization of metrics, and efficient retrieval of call-tracking reports | The 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 | |||||
| Score | 4 out of 5 | 2 out of 5 | 5 out of 5 | |||||
| BASIC FEATURES | ||||||||
| CALL RECORDING |  |  |  | |||||
| Recording calls allows capturing and reviewing customer interactions for quality control, training, and sales strategies performance evaluation | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| 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 | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CALL FORWARDING |  |  |  | |||||
| An essential call flow management feature, call forwarding automatically routs incoming calls to other phone numbers based on predefined rules | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| EMAIL NOTIFICATIONS |  |  |  | |||||
| Instant updates on call activity for timely responses and creating notifications for customers and partners | YouTube video with instructions | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| STANDARD CALL FLOW BUILDER |  |  |  | |||||
| The call tracking software interface for creating and customizing the journey of incoming falls | While 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 | |||||
| Score | 4 out of 5 | 4 out of 5 | 4 out of 5 | |||||
| CUSTOM AGENT SETUP |  |  | – | |||||
| Assignment and customization of user roles and permissions within the call tracking system | | There are several levels of advanced access for each user | | |||||
| Score | 3 out of 3 | 3 out of 3 | 0 out of 3 | |||||
| ADVANCED FEATURES | ||||||||
| AUTO LEAD TAGGING |  | – |  | |||||
| Automatic assigning of tags to calls based on various factors for the easy categorization of tracked calls | | Doesn\’t include tagging summary | | |||||
| Score | 3 out of 3 | 2 out of 3 | 3 out of 3 | |||||
| MOBILE APP |  |  | – | |||||
| Provides flexibility of monitoring and managing campaigns on-the-go | The app doesn\’t have a user-friendly interface. | | | |||||
| Score | 2 out of 5 | 5 out of 5 | 0 out of 5 | |||||
| ADVANCED 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. | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| INTEGRATIONS |  |  |  | |||||
| Ability to connect call tracking systems with other tools and platforms, such as CRMs | 50 integrations | Phonexa lists 23 integrations. Also, the platform features many integrated marketing automation and user behavior tools. | 14 integrations indicated | |||||
| Score | 3 out of 5 | 3 out of 5 | 2 out of 5 | |||||
| ARTIFICIAL INTELLIGENCE |  |  | – | |||||
| AI in call tracking is used for various purposes such as analyzing conversations and automating call routing | Covers basic AI call tracking needs. | Phonexa provides some AI features, such as voice recognition. | | |||||
| Score | 3 out of 5 | 2 out of 5 | 0 out of 5 | |||||
| WHITE LABEL |  |  |  | |||||
| Customization of software interface to include branding elements for enhanced reputation and user experience | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| FREE VERSION OR TRIAL PERIOD | There is no free trial version | There is no free trial version | A free trial and a free account with 2 tracking numbers and 50 calls | |||||
| TOTAL SCORE | 67 out of 79 | 69 out of 79 | 59 out of 79 | |||||
| % | 84,81%  | 87,34%  | 74,68% | |||||
4. CallTrackingMetrics: Pros and Cons
Pros
Cons
