--- title: "CTM Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is CTM the right Call Center solution for you? Explore 159 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/152004/Call-tracking-software/reviews/" page_type: "reviews" language: "en" --- CTM 4.7 (159) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated September 16th, 2026 # Reviews of CTM Ease of use 4.4 Customer Service 4.6 ## Pros and Cons in Reviews AM Alejandra M Digital Advertising Project SpecialistMarketing and Advertising, 51 - 200 employeesUsed the software for: More than 2 years. “It’s a reliable and robust platform that has significantly improved our ability to track, analyze, and optimize inbound calls.“ April 13, 2026 SM Sean M Director of AdmissionsHospital & Health Care, 501 - 1,000 employeesUsed the software for: 1-2 years. “CTM, being web-based, also has the potential to experience lags in quality, dropped calls and other issues. And aforementioned, because the system is so complex, it is easy to create logic that causes more issues down the road than intended.“ November 4, 2025 DH David H Director, MarketingMental Health Care, 51 - 200 employeesUsed the software for: Less than 6 months. “Their team built a custom script that pulls specific UTM parameters from our activity session data and logs them into our CRM, giving us a much more granular view of our ad spend and campaign performance.“ November 21, 2025 KJ Kelly J Strategic AdvisorHospital & Health Care, 2 - 10 employeesUsed the software for: More than 2 years. “It is hard to get customer service on the phone to help with any technical issues.“ April 27, 2026 VB Vincent B Marketing DirectorMarketing and Advertising, 51 - 200 employeesUsed the software for: 1-2 years. “Their integrations (Google Ads, CRM platforms, analytics tools) are solid and reliable, and the platform scales well as call volume grows.“ December 15, 2025 JW Jared W PPC SpecialistMarketing and Advertising, 11 - 50 employeesUsed the software for: More than 2 years. “You cant filter calls by campaign medium.“ September 15, 2025 AM Alejandra M Digital Advertising Project SpecialistMarketing and Advertising, 51 - 200 employeesUsed the software for: More than 2 years. “I also appreciate the automation features and call routing options—they’ve saved us a lot of time and improved our customer experience.“ April 13, 2026 CD Colin D Digital Marketing StrategistMarketing and Advertising, 2 - 10 employeesUsed the software for: More than 2 years. “As a self-proclaimed power user I do wish I could grab more data at once, but this is probably a "me problem".“ September 26, 2025 ## Showing most helpful reviews Showing 1-25 of 159 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Loganathan V. MIS Infrastructure Support Engineer Logistics and Supply Chain Used the software for: 2+ years ### "CTM Call Tracking Metrics Review" April 16, 2026 4.0 I'm working with CTM for the past 2 and a half years. This is my first call tracking solution. So I had my struggles learning how the app works. But the support team was most helpful in getting me familiar with the application. Even when we had some issues with the app they were very patient in helping understand the problem and fixed it for us. Since they have a ton of features like call handling, forwarding, routing, whispers, call queues and IVRs and we use almost all of them, billing can be a headache. But you can get around it by again calling their billing support and they have helped me understand billing in an easy way. Pros I love the feature that eventhough I did returned my number, it still allows me to create reports and get the number of calls I got when I had that number. Cons The only concern I had with CTM was that agency accounts can't have more than one sub accounts open and reports at the same time. Review Source Response from CallTrackingMetrics April 20, 2026 Thanks for your review! BM Brad M. Sales and Marketing Technologist Marketing and Advertising Used the software for: 2+ years ### "Great overall product that met all of our needs." April 24, 2026 5.0 It has been great, and much more affordable and user friendly than our old system. It was great that we made the switch. Also their customer service is great and very responsive. Pros It has been a great one stop shop for us for our phone system, marketing tracking, chat, voice AI, customer and marketing texts, and Call routing. The call quality has been great, and it has been secure using good authentication practices and compliance features. Cons There is a learning curve, but fortunately their team did great work in onboarding us and equipping us to work and build as needed. Switched from [Amazon Connect](https://www.capterra.com/p/234575/Amazon-Connect/) We needed a more integrated, user friendly, and cost effective solution. Review Source Response from CallTrackingMetrics April 28, 2026 Thanks for your kind words, Brad! I'll make sure to let our onboarding team know about this review, too. LC Lui C. Fractional Director of Marketing Marketing and Advertising Used the software for: 2+ years ### "Solid platform that does what it says, and when you need supports its there" August 13, 2026 5.0 Overall, the platform does what it says it needs to do. And for accounts, we need that consistency of things just working as they should. Pros The CTM tech support has been solid. But our account manager has been nothing short of brilliant. We cannot say enough good things. Cons The learning curve can be a bit steep, but that is because there is so much you can do with the platform. Review Source Response from CallTrackingMetrics August 24, 2026 Thank you for your review, and we'll make sure your AM and the support team see this. AS Alexander S. PPC Analyst Marketing and Advertising Used the software for: 2+ years ### "Not intuitive. Difficult to find information. Too expensive" April 25, 2022 3.0 It was OK in the beginning. But it's so difficult to find information and to get decent reports on usage. In order to figure out how much we were paying for the Fixed Fee, I had to go into account settings and see what package we were on - because their bills don't actually show this. Their bills are literally: here is the total amount you were charged for the month. Ok, but what is the breakdown? How many minutes were used? What taxes did you charge? You can't find that information easily. Almost like it's by design to hide this information. Going to be dumping this software in favor of a different, more professional solution. There are many professional solutions out there with lower fees and better customer support. Pros I like that it tracks calls from marketing channels quite well. It is relatively easy to set up the call tracking and to get phone numbers. Cons \- It's difficult to get customer support. When I tried to get Canadian numbers, it was just messages "we can't get you that number at this time". No follow up. No path forward. - Their bills do not break down information. How many minutes did I use for all the client accounts? What was the fixed monthly charge? It's not broken out on the bills. It's very difficult to dig in and get account-level information. - It's really expensive for the price. If you're an agency, you have to pay $120 per month fixed fee, just for the privilege of being able to have child accounts. It's very silly compared to many alternative options out there. Review Source Response from CallTrackingMetrics May 2, 2022 Thank you for taking the time to share your feedback, Alexander. Generally speaking, assistance with technical issues through our Help Desk is available from Monday through Thursday from 7:30 a.m. to 7:30 p.m., Eastern Time and on Friday from 7:30 a.m. to 5:30 p.m. Eastern Time. Our team is available by phone call, chat, or email. With regards to the difficulties with acquiring numbers in Canada, our number providers do occasionally have shortages of numbers in certain regions. When this happens, we should communicate next steps so that you have all options made available to you. We would love the opportunity to research the difficulties you experienced with our services, as well as have an account manager touch base with you to address your concerns with our billing statements and reports. If you could call us at 888-770-3332 or email us directly at info@calltrackingmetrics.com, we can take action to ensure that your concerns are addressed. SM Sean M. Director of Admissions Hospital & Health Care Used the software for: 1-2 years ### "Good Quality, Great Insights" November 4, 2025 5.0 I had a moment the other day where I was asked about my current call platform (CTM) in comparison to an older platform we used prior, and it was really eye-opening. I could not imagine going back and losing insights like customizable reporting, agent stats, live call listening, automated text messages, and ease of purchasing new numbers. Pros CTM is a robust call platform, where it's complexity can almost be harmful if you aren't sure of what you are doing. I love that it integrates fully with Salesforce as well as Google Looker. I have spent some time learning the system and love being able to create my own reports, as well as call queues, IVRs, and automations. The AI insights and transcripts are extremely helpful to monitor calls at a glance. Cons CTM unfortunately has the capacity to be buggy, and often times there's limited resources to help (unless you pay for an additional support package). I have found the CTM team to be responsive, though, and we have worked through the bulk of my issues. CTM, being web-based, also has the potential to experience lags in quality, dropped calls and other issues. And aforementioned, because the system is so complex, it is easy to create logic that causes more issues down the road than intended. One benefit is that CTM tracks all changes (within almost everything) so you can hunt down and figure out what changed, when it changed, and by who. Switched from [CallRail](https://www.capterra.com/p/141829/CallRail/) Needed a more robust system to handle the amount of calls we were receiving, as well as looking for a way to gain reporting and marketing insight Review Source Response from CallTrackingMetrics November 12, 2025 Thank you for your review! OV Owen V. API Integrations Specialist Law Practice Used the software for: 2+ years ### "Great platform for marketing attribution and call center solution." October 20, 2025 5.0 I have had a very positive experience with CallTrackingMetrics. We found that its automation capabilities has saved our agents from having to do a lot of manual work and has freed them up for higher priority tasks. Pros I enjoy the flexibility that is offered using CTM's platform. CTM allows you to create custom triggers for almost any situation or activity that happens within CTM. This allows us to seamlessly integrate with other platforms including our CRM. In addition, we are able to automate many processes which frees up our agents to take care of higher priority tasks. Moreover, CTM's custom fields allow you to pull in crucial client data from your CRM and build out conditional logic based on the client information from your CRM. Furthermore, CTM is constantly putting out new feature such as Voice AI, Smart Routers, LeadReactors, and AI Texting agents. These features are usually free of any additional cost and allows for a more sophisticated phone system. Cons Some settings take some digging and trial and error before getting them configured properly. However, this can be overcome with a bit of trial and error. Switched from [RingCentral Events](https://www.capterra.com/p/10010919/Hopin-Events/) Low level of support offered by RingCentral. The automation capabilities for RC were also very limited. Review Source Response from CallTrackingMetrics October 24, 2025 Thanks for the great review, Owen! DK David K. CAO Hospital & Health Care Used the software for: 1-2 years ### "CTM Recommendation " April 21, 2026 5.0 I have been a customer of theirs since they first opened. My first account was with them in 2014 I believe. I would strongly recommend them for anyone needing call center technology for full data attribution and easy routing. Pros Very user friendly and even better customer support. They help you get everything setup the way it should be. Cons I had some integration challenges with some platforms like Microsoft Bing paid ads but that could be due to Microsoft so not sure. Alternatives considered [CallRail](https://www.capterra.com/p/141829/CallRail/) Reason for choosing CTM It just seemed easier to use and quick setup. I have also heard good things about CallRail too though. Review Source Response from CallTrackingMetrics April 22, 2026 Thank you for your review, David, and for being a long-term customer! AG Arman G. CEO Construction Used the software for: 2+ years ### "Good Platform " April 20, 2026 5.0 ’m very happy with the platform and it’s business friendly usable and you can generate numbers. Tracking is not hard all around. It is a good platform I like it thank you. Pros I can pull call recordings easily anytime, its very friendly to use , platform is nice and very practical Cons Two face identification, when i log back in every time ask to send text to my cella bit annoying that part Alternatives considered [CallRail](https://www.capterra.com/p/141829/CallRail/) Reason for choosing CTM Better dashboard and visibility when using all features. Review Source Response from CallTrackingMetrics April 22, 2026 Thank you for your review, Arman! KJ Kelly J. Strategic Advisor Hospital & Health Care Used the software for: 2+ years ### "Love CTM - Helped me be a more strategic marketer" April 27, 2026 5.0 Fantastic! I look better as a marketer when using CTM. My clients trust me more because I am using data instead of just assumptions in my reporting. Pros It helped me become a more strategic marketer and understand lead source. Best investment ever and easy to use. Cons Lack of customer service. It is hard to get customer service on the phone to help with any technical issues. Have to send an email. Reason for choosing CTM Agency recommendation based on their research Review Source Response from CallTrackingMetrics April 29, 2026 Thanks for your review, Kelly! We're happy to hear that CTM has helped you become a more strategic marketer! MM Mitchell M. Director of Paid Media Marketing and Advertising Used the software for: 6-12 months ### "The best call and contact management tool for elite marketers" December 15, 2025 5.0 I’ve recommended almost all my clients in the lead generation space get CallTrackingMetrics. It is at the core of my work. And, their support has been helpful when needed for bugs and issues I run into occasionally along the way. Pros I love the customization and advanced features CTM has over its competitors. It’s very much a sandbox that you can use to do almost anything with regarding tracking. It’s been a staple in my marketing work. Cons Th learning curve is steep for some, and it has a ton of settings that you might not ever touch. It can be a lot for people to wrap their head around. Switched from [CallRail](https://www.capterra.com/p/141829/CallRail/) Additional features and capabilities for integrations Review Source JS Jesica S. Director of Operations Online Media Used the software for: 2+ years ### "Quality Assurance" August 11, 2020 5.0 We use CallTrackingMetrics to track conversions and monitor call quality for over 100 clients. There have been minor technical difficulties that customer support is quick to resolve. We have been able to help several companies improve their lead volume and customer interaction abilities because of CallTrackingMetrics. Pros CallTrackingMetrics helps our team track leads and monitor the quality of incoming calls. The customer support we receive from their team is top notch. Cons We do run into integration issue with Google Ads and Google Analytics often. It would be nice if there was a notification system for when integrations break. Alternatives considered [CallRail](https://www.capterra.com/p/141829/CallRail/) Reason for choosing CTM CallRail was too clunky and required the purchase of several numbers to track Google Ads leads. CallTrackingMetrics was the obvious choice whent it came to quality and support. Review Source JBB Jessica Briceno B. Customer Experience Program Manager Construction Used the software for: 1-2 years ### "Great Tool, but Takes Time to Build Out" September 15, 2025 4.0 Pros I appreciate the flexibility to build out exactly what our organization needs. The team is always supportive and willing to help in any way they can. The AI feature is an excellent tool for gathering customer sentiment and feedback. Cons This may have been influenced by the way our organization is structured, but at times it felt like certain requests for CTM or the AI function came with additional costs. While the CTM team was supportive and did their best to assist us, the buildout of projects could be lengthy at times Review Source Response from CallTrackingMetrics September 16, 2025 Thank you for your review! KB Kelly B. Office Operations Manager Warehousing Used the software for: 2+ years ### "Great Customer Service" September 11, 2025 4.0 Overall it meets our business needs. It's easy to purchase and setup new lines. I love the Smart Route feature to ensure all calls are being routed accordingly based on our call menu and queues. Pros CTM is easy to utilize and very customizable which makes it great for our business. It helps us manage calls across multiple store locations and have reporting to evaluate our business needs. Cons It can be a little buggy at times, but the customer service team is always very friendly and helpful which is greatly appreciated. Review Source Response from CallTrackingMetrics September 15, 2025 Thank you for your review! PJ Pedro J. Marketing coord Real Estate Used the software for: 1-2 years ### "Great support and big data tool" September 30, 2025 5.0 Overall we are satisfied with the tools and it\`s integration with Hubspot. It gives us real information we need in different numbers we use. Pros It is a pretty robust app to manage and track the calls from different numbers. It gives you all the information you need and it\`s easy to navigate once you set your agents. Cons Setting the agents and making sure it works properly it\`s a little challenge, but the support is good, so it works at the end. Review Source Response from CallTrackingMetrics October 1, 2025 Thank you for your review! MA Mike A. Owner Food & Beverages Used the software for: I used a free trial ### "CMT Review by Mike" September 8, 2025 4.0 Overall I enjoyed using call tracking metrics was easy to find out information as well management is superb Pros I enjoys using this platform it was great visually and easy to maneuver through out wether using for phone calls or screening definitely seems grat Cons I can’t find anything wrong with this it definitely seems as though it’s a great bang for the buck indeed Review Source Response from CallTrackingMetrics September 10, 2025 Thank you for sharing your experience! We’re delighted to hear that you find CallTrackingMetrics easy to use and visually intuitive, and that it’s been such a valuable tool for your calls and screening. We truly appreciate your feedback and support. KG Kevin G. Analytics Strategist Internet Used the software for: 2+ years ### "CTM is a proven asset " September 13, 2022 5.0 I've been using CTM since 2014 and have learned a lot over that time. We are using CTM for almost all of our customers and most have more than one tracking number. If I ever have questions the support chat is able to help me figure out the issue or QA something in a sub-account. We've been very happy with our experience with CTM. Pros CTM continues to upgrade the platform to accommodate GA4 and other platforms we need to integrate with. It doesn't take long to set up sub-accounts and buy numbers, which is a plus. Cons I don't have any cons really. There are some features I don't use, but I'm sure they are used by other companies but that is just me nitpicking. Review Source AS Andrew S. Senior Admissions Representative Higher Education Used the software for: 1-2 years ### "CallTrackingMetrics is Truly Effective in Daily Use!" February 6, 2024 5.0 Pros Effective resource to consistently collaborate with both prospective/current students. I utilize the softphone and converse communication as a part of my daily workflow. Cons In-bound calls don't always pop up when they should. Review Source Response from CallTrackingMetrics February 8, 2024 Thank you for your feedback! We're thrilled to hear that CallTrackingMetrics has been an effective tool for your daily workflow, facilitating seamless collaboration with students. We'll look into the issue with inbound call notifications to ensure a smoother experience going forward. TW Tana W. Operations Lead Marketing and Advertising Used the software for: 2+ years ### "Easy to use and set up in minutes" February 6, 2024 4.0 Pros We are able to easily purchase and set up multiple numbers quickly for different lead sources in a matter of minutes. I appreciate that installing the code onto a site is very quick and efficient - it's a matter of just adding a javascript to the header of the site! When you're working with hundreds of clients, and even more numbers - every second saved is worth it! Plus, their customer service is great and any issues are usually solved very quickly. Cons You can globally set a source, and then apply it to various numbers. However, if you edit that source, it doesn't roll out to the numbers it's assigned to. You have to go through and set that source again. When you're dealing with hundreds of clients, it can be a real drag to have to make those adjustments. I'd love it if they'd let you make global source changes, and then upon save, roll it out to every assigned number with that source. Review Source Response from CallTrackingMetrics February 8, 2024 Thank you for your detailed feedback! We're thrilled you find our platform easy to set up and appreciate your time-saving tips; we'll certainly consider your suggestion for global source changes to enhance user experience. DS Dean S. CVO Marketing and Advertising Used the software for: 2+ years ### "The Best Call Management Platform - CallTrackingMetrics.com" March 19, 2020 5.0 Solved my marketing source tracking, intergrated with almost everything. Solved all my call center issues. So many many issues were solved including the micro picky issues. Pros CallTrackingMetrics.com (CTM) is by far the most complete and versatile call management platform I have ever seen. Plus its got a killer call center system built right in. I can't count the number clients whole love this system. And during this corona virus crisis, switching from an office to home was so simple and totally seamless. We and are our clients didnt skip a beat. I have been with CallTrackingMetrics.com since 2014. Yep! And, I could go on and on. From thier willingness to keep advancing their platform, great customer service, marketing source tracking, and so much more, CTM has played a huge part in our company's and our clients' success! Cons Nothing!!! Seriously. Just an awesome platform!! Reason for choosing CTM CallTrackingMetrics.com had EVERYTHING while others has bits and pieces. For example with most of the alternative products just provisioning phone numbers was a nightmare or you had to request them. With CTM is takes less than a minute to procure your numbers. Review Source Response from CallTrackingMetrics March 23, 2020 Thank you for the 5-star review, Dean. We appreciate your business and look forward to many more successful years of partnership! As always, please let our team know if there's anything we can do to improve our product or services to better meet your needs. VH Victoria H. Analyst Marketing and Advertising Used the software for: 1-2 years ### "CTM is the best!" February 6, 2024 5.0 Pros The platform itself is great and easy to use. However, their customer service and support is unmatched! Cons No connection as of yet with looker studio. Review Source Response from CallTrackingMetrics February 8, 2024 Thank you for your wonderful feedback! We're thrilled that you find CallTrackingMetrics the best and appreciate your praise for our user-friendly platform and unmatched customer service. I am also excited to let you know that we do have an integration with Looker Studio! Here is a link to learn more about it: https://www.calltrackingmetrics.com/solutions/integrations/google-data-studio/ NB Nick B. Sales Manager Marketing and Advertising Used the software for: 2+ years ### "Sales Manager Review" February 6, 2024 5.0 Overall, it has been a positive experience for both myself and clients. Pros Ease of use - simple to attribute marketing efforts Cons Dashboard can be a little complicated until you become familiar with it Review Source Response from CallTrackingMetrics February 8, 2024 Thank you for sharing your experience! We're glad to hear that CallTrackingMetrics has made attributing marketing efforts easier for you, and we appreciate your feedback on the dashboard. We're continuously working to improve usability, and we're thrilled that both you and your clients have had a positive experience overall. SK Stephen K. Content Marketing Supervisor Marketing and Advertising Used the software for: 2+ years ### "Easy To Use And Scale" March 17, 2021 5.0 I have loved using the product. The overall experience has been nothing but positive. Pros Core functionality of purchasing tracking numbers and dynamic number insertion is simple to set up and scale across multiple accounts. Great for our high number of SMBs use case. There are some pretty robust ancillary features (ancillary for our use case anyway ) that are also quite nice to have (2 way sms in the web GUI, "form reactor" connectivity with website html forms, and real-time chat all come to mind). The support team is also consistently helpful and responsive as is our dedicated account representative. Cons Only things I would like to see are more robust "CRM-esque" features that are made with local businesses (or agencies that cater to local business) in mind. It would be nice to have a way to visualize leads from multiple sources in a way besides the call log (i.e. kanban, or "stages" like a typical crm prodcut). Combining the existing call center functionality with more fleshed out, user-friendly lead management features would be amazing. Review Source Response from CallTrackingMetrics March 19, 2021 Thank you for the review and feedback, Stephen. We think we may be able to help with some of features you are looking for, so your Customer Success Manager will be reaching out shortly! AC Anel C. HR Manager Facilities Services Used the software for: Less than 6 months ### "Call Metrics Review-HR Feedback" September 6, 2022 5.0 Pros It is user friendly, easy to train our new team members in and has made a positive difference for our team. Cons It would be nice to have more support on the set up for our small family business. We are discovering features on our own and as we need them. I am sure there is much we have access to that we are not aware of. Review Source Christabelle B. Front Desk Team Lead Health, Wellness and Fitness Used the software for: 2+ years ### "CTM - A Good Monitor System" July 12, 2019 4.0 Pros Call Tracking metric system is a tool that we use in the clinic to measure or track the referral sources that we have. We also use it as a campaign tool for marketing. This software app has so much potential, I know there is lots of function but in our clinic, this is where were at. Cons It took me a while to figure the functions. A tutorial is available outside the program. Review Source Response from CallTrackingMetrics July 16, 2019 Hi Christabelle, Thanks for the review! As you noted in your comments, there are a lot of features and added functionality in CallTrackingMetrics apart from call tracking for attribution. We've got great resources available on our Support Hub including live webinars, and our support team is always a phone call away if you ever have questions! PD Patrick D. CMO Health, Wellness and Fitness Used the software for: 2+ years ### "The product is excellent but the support is Amazing!" September 12, 2022 5.0 Head and shoulders above CallRail. Is a fundamental component of everything we do. 5-Star Pros Integration with Salesforce and Google products. Cons Separate setup for numbers and sources...would be nice if it were one process Reason for choosing CTM n/a Switched from [CallRail](https://www.capterra.com/p/141829/CallRail/) Salesforce Int Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.