CTM (formerly CallTrackingMetrics) Reviews | Read Customer Reviews of calltrackingmetrics.com

CTM (formerly CallTrackingMetrics)Reviews of calltrackingmetrics.com

4.0217 reviews
Internet & Software
231 Najoles Rd; Ste 500, Millersville, Maryland

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CTM (formerly CallTrackingMetrics)

About CTM (formerly CallTrackingMetrics)

CTM helps businesses turn everyday conversations into growth. Trusted by more than 100,000 users worldwide, including leading brands like Tinuiti, Morgan & Morgan, Tutor Doctor, and ServiceMaster, CTM connects marketing performance to revenue outcomes, giving teams the clarity to see which campaigns drive conversions and the insight to optimize every customer touchpoint. The result: more efficient lead handling, higher conversion rates, and improved ROI.Powered by rich conversation analytics, CTM unifies fragmented call, text, chat, and form interactions into a single, actionable view of customer behavior. With deep integrations across leading marketing, advertising, and CRM platforms—and partnership opportunities for agencies, affiliates, and technology providers—CTM makes it simple to align data, teams, and results.Guided by our purpose to create a better human experience through technology, CTM empowers businesses to make every conversation count.

CTM (formerly CallTrackingMetrics) (calltrackingmetrics.com) has 217 customer reviews on Five Star Index, with an average rating of 4.0 out of 5.

Also known as: calltrackingmetrics.com
Website: calltrackingmetrics.com
Category: Internet & Software
Location: Millersville, Maryland
Listed on Five Star Index: 2026

About these reviews

Replies: The company replied to 94% of reviews.
Latest: Most recent review: July 2026.
Edits: Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score: This company cannot pay to remove reviews or change its score.

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CTM (formerly CallTrackingMetrics) reviews

Showing 21 reviews with 2 stars · Clear filters

Olivier H.
Dec 19, 2022
We are using calltracking metrics for all our customers in Switzerland, Belgium and France
We are using calltracking metrics for about ten years. Since two years the quality of the support is decreasing every day. We have an agency account and using more than hundred accounts. Now we are considering since we have some issue not solved for months to move forward to another solution.
Response from CTM (formerly CallTrackingMetrics)Dec 19, 2022
Hi Olivier, and thanks for posting. We appreciate the long time partnership! Our support team is continuing to work with our upstream carrier to see what can be done to improve the call connectivity with Madagascar. Additionally, I would like to connect personally to see where we can help further. We're sorry if your experience has not been what we expect for our customers, and we would like to identify how we can do more to help. Thanks again and I look forward to connecting with you. -Jeremy Wingate (VP, Revenue) [email protected]
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Marketing M.
Jul 12, 2018
I expected more from a company centered around enhancing customer calls
We've been customers of Call Tracking Metrics for some time now and have been mostly pleased with the product itself. I had an experience with some of the higher-ups several months ago that I was recently reminded of, which prompted me to leave this review. I had an "Office Hour," or a conference call scheduled with Todd Fisher and Bob Graw -- from what I understand, they're pretty important people at CTM. Our company's objective was to integrate CTM with another software app that we also use (called Sitelink), eliminating the need to juggle two separate apps. This is probably something they deal with every day, so I figured it was no big deal. We even had a 3rd party vendor that offered to provide a custom API to facilitate the integration. Well, the Office Hour lasted maybe 5 minutes. Todd in particular, seemed condescending the entire time, questioning what it was that we wanted to accomplish, even though it was pretty clear. Uh, dude, it's your platform -- you tell us how you can make it work. I even mentioned that our vendor (which he knows) would write the API for us, but that appeared to fall on deaf ears. There seemed to be more pressing matters than addressing the needs, let alone entertaining the needs, of a paying client. About a week later, I contacted Bob Graw via email, hoping that initial call was anomalous. Nope. I never heard anything back from Bob. We ended up scrapping the entire idea of merging these two platforms. The thing that bothers me the most is that CTM revolves around customer relationship management, and that it's a tool to help improve customer service and drive sales. None of these things were exhibited during my experience. Ironic if you ask me. I hope the call was at least recorded so they can go back and listen to it, then discern what they could've improved.
Response from CTM (formerly CallTrackingMetrics)Jul 13, 2018
I am very sorry to hear that you had this experience and that you felt that your integration was not a priority. I was able to review the recorded webinar mentioned above, and it doesn't appear that I was on that call. Perhaps there is another conversation that you are referencing? We host these webinars specifically to provide support to customers who use our API and we regret that this was not your experience. Either way, I would be more than happy to jump on a follow up call with you, and I'm sorry you didn't have a great experience with our engineering team. Please reach out anytime. -Todd
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Jacqueline H.
Jul 10, 2018
3/10 of my calls are distorted and…
3/10 of my calls are distorted and there's static so people calling in can't hear me. Not all calls come through to my phone. The system freezes a lot and shows me logged in but I'm showed as logged out on the supervisor's screen.
Response from CTM (formerly CallTrackingMetrics)Jul 10, 2018
Hi Jacqueline, I'm sorry to hear that you're struggling with call quality and I would like to understand more about your experience, what hardware you are using, etc. to fully investigate and resolve your issues. Would you be willing to give me a call at 800-577-1872 or email our team at [email protected] so that we can start looking into your call quality concerns? Thank you in advance, Jeremy Wingate Director, Customer Success
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Suzy Wey W.
Jul 3, 2018
most of the time when I call
most of the time when I call, the other end say there's an echo and they say sound like I'm very far. There are some times when it's very blurred can't hear clearly.
Response from CTM (formerly CallTrackingMetrics)Jul 5, 2018
Hi Suzy and thanks for the post and feedback. We are sorry that you're having some call quality issues when speaking with others. We want to help get those issues resolved for you. Would you be able to contact us at [email protected] with examples of those issue calls? If you prefer I can help to arrange a phone call as well, so we can look into this further for you. Thanks again for sharing your experience and we hope to make it a better one. Jeremy Wingate Director, Customer Success
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Ss
Jul 2, 2018
a lot of problems
bad quality, a lot of dropped calls, dropped transfers, moves super slow
Response from CTM (formerly CallTrackingMetrics)Jul 2, 2018
Hello and thanks for the feedback. We are always trying to find ways to improve our customer experiences and it sounds like you are currently having a number of challenges. Would you be open to talking with our support team to help look into these issues with examples? ([email protected]) If I can help to set up the call please let me know as well. We appreciate the opportunity to improve your experience with CTM. Thanks and have a great night, Jeremy Wingate Director, Customer Success
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Luis O.
Jul 2, 2018
2 of 3 Inbound calls are either…
2 of 3 Inbound calls are either dropping and setting myself not available or not connecting
Response from CTM (formerly CallTrackingMetrics)Jul 2, 2018
Hi Luis, hope you had a nice weekend. I just wanted to reach out as Director, Customer Success to see if there was anything I can do to help look into these issues. Many times issues can be resolved with just an update to a setting and/or a process in managing your calls with CTM. We would like to help look into these...Please contact us at [email protected] with some call samples or just let me know and I can help to coordinate a call. Thanks for the review, Luis and look forward to helping to resolve the issues. Jeremy Wingate
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Courtney Megan B.
Jun 29, 2018
do not like it
do not like it
Response from CTM (formerly CallTrackingMetrics)Jun 29, 2018
Hi Courtney, and thanks for the review. I wanted to reach out to see if you would be open to a call to discuss the feedback in detail. We want to make sure we are addressing any issues you might be experiencing. Please let me know if you would be open to a call. Thanks and have a great weekend. Jeremy Wingate Director, Customer Success
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Alyssa B.
Jun 27, 2018
Lacking in many areas
In our experience, CTM is lacking in many areas. For example: - Reporting: It is missing key KPIS such as - Abandon Call Percentage, Hold Times per call, Peak Call Hours, Avg Calls per minute (simultaneously), Current Wait time, How many calls in queue (LIVE). - Not a single feature request we submitted has been implemented. - Spotty calls via the web based softphone (which I suppose would be an issue with any web based system). - System Setup is not the most user-friendly. - Pricing is high for the quality of the system. - Customer service is always pleasant, however often times there is not always a resolution provided. Overall, I would not recommend Call tracking metrics.
Response from CTM (formerly CallTrackingMetrics)Jun 28, 2018
Hi Alyssa, and thanks for taking the time to post the review. We would appreciate the opportunity to discuss the feedback in more detail. It sounds like you have a lot of great suggestions and we would like to see what we can do to help. We have built out a Customer Success team and with that we would like to certainly be more actively involved in your needs and requests. Please let me know if you would be open to a call to discuss further. Thanks and have a great rest of the week, Jeremy Wingate Director, Customer Success
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