CTM Customer Reviews 2026 | Conversation Intelligence

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CTM

Composite Score

8.3 /10

CX Score

8.3 /10

70 Reviews Write a Review

What is CTM?

CTM 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.

+79 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

9% Neutral

89% Positive

Pros

Respectful
Enables Productivity
Client Friendly Policies
Caring

Feature Ratings

Average 84

Call Recording

Call Analytics

Role-Based Access

Conversation Coaching

Audio Transcription

Manager Annotation and Feedback

Dashboards and Reporting

Application Integration

Pipeline Visibility

Artificial Intelligence Engine

Mobile Support

Vendor Capability Ratings

Average 80

Business Value Created

Quality of Features

Breadth of Features

Ease of IT Administration

Ease of Implementation

Vendor Support

Availability and Quality of Training

Ease of Data Integration

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

Caroline J.

Role: Sales Marketing
Industry: Energy
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Aug 2024

Many features to analyse and optimize

Likeliness to Recommend

8 /10

What differentiates CTM from other similar products?

The amount of functions and the detailed data

What is your favorite aspect of this product?

detailed data

What do you dislike most about this product?

very complex

What recommendations would you give to someone considering this product?

Gives you many otions to improve your sales

Pros

Continually Improving Product
Reliable
Unique Features
Efficient Service

Kory L.

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

Validated Review

Verified Reviewer

Submitted Jul 2024

CTM is the solution for call tracking for paid ads

Likeliness to Recommend

10 /10

What differentiates CTM from other similar products?

CallTrackingMetrics has a track record of sustainability, reliability, and industry expertise.

What is your favorite aspect of this product?

Ease of use, including making quick changes to the account and numbers

What do you dislike most about this product?

The User Interface and navigation need to be adjusted and improved

What recommendations would you give to someone considering this product?

Try CallTrackingMetrics with the basic plan and try the other competitor you are considering. I'm confident that you'll prefer CTM over the other.

Pros

Reliable
Performance Enhancing
Trustworthy
Unique Features

Joseph V.

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2023

Helping us automate, scale, and streamline!

Likeliness to Recommend

10 /10

What differentiates CTM from other similar products?

CallTrackingMetrics couples a friendly, easy to use, interface that didn't take long to learn and master. They also provide the features and tools to automate and streamline all of our call center operations to allow more lead generation and growth as a business. Other products fail to provide the same customer support, ease of use, and overall flexibility CTM offers.

What is your favorite aspect of this product?

We love their overall flexibility and ability to do just about everything within their platform. The triggers, actions, and webhooks help us automate everything from call and lead labeling to pushing leads over to our CRM.

What do you dislike most about this product?

The only thing that could be better is it's difficult to troubleshoot problems on your own. Their support team is more then ready to help, but there are some advanced customization that they can't speak on.

What recommendations would you give to someone considering this product?

I would schedule a demo, and really see if this would fit for your organization's needs. Chances are that if you can dream it, CallTrackingMetrics can make it a reality. At least that's how our experience has been thus far.

Pros

Helps Innovate
Reliable
Enables Productivity
Trustworthy

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

+79 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.

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

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.

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.

Pipeline Visibility Single view into deals by combining customer interactions for visibility into executive involvement, history with past employees and leading sales indicators.

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

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.

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.

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.

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

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.

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.

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

Caroline J.

Many features to analyse and optimize

Likeliness to Recommend

Pros

Kory L.

CTM is the solution for call tracking for paid ads

Likeliness to Recommend

Pros

Joseph V.

Helping us automate, scale, and streamline!

Likeliness to Recommend

Pros

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Schedule Your Call

1
Since last award

Feature Ratings

Call Recording

Call Analytics

Role-Based Access

Conversation Coaching

Audio Transcription

Manager Annotation and Feedback

Dashboards and Reporting

Application Integration

Pipeline Visibility

Artificial Intelligence Engine

Mobile Support

Vendor Capability Ratings

Business Value Created

Quality of Features

Breadth of Features

Ease of IT Administration

Ease of Implementation

Vendor Support

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Usability and Intuitiveness