# CTM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is CTM the right Call Tracking solution for you? Explore 157 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/152004/Call-tracking-software/reviews --- CTM 4.6 (157) 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 April 23rd, 2026 # Reviews of CTM Ease of use 4.5 Customer Service 4.6 ## Pros and Cons in Reviews 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 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 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. “It’s a reliable and robust platform that has significantly improved our ability to track, analyze, and optimize inbound calls.“ 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 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 LH Lynda H Office AdministratorConstruction, 11 - 50 employeesUsed the software for: 1-2 years. “The things I like least are probably more an issue of training and use, but I have had a lot of trouble with "forwarding" the line to my personal phone, transferring a call to others in the office and the way it seems to choose to toggle between "Available" and "Not Available".“ February 20, 2024 ## Showing most helpful reviews Showing 1-25 of 157 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! 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! 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! 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. 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! 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! LF Lauren F. Project Manager Financial Services Used the software for: 2+ years ### "CTM Review" September 11, 2025 5.0 Overall, we've had great success using CallTrackingMetrics! The team has been very helpful as we've built the system out to our exact needs, and the feature set is impressive. Pros The system has many features available, but the setup is very intuitive. If issues arise, there are plenty of help articles available as well as quick access to the support team. Cons It can be difficult to keep cost in check as you add additional services and volume. Billing can be rather complex if using many features, so it can cause a lengthy audit process. Alternatives considered [Dial800 CallView360](https://www.capterra.com/p/95951/CallView-360/) Reason for choosing CTM The team was more responsive to our inquiries Review Source Response from CallTrackingMetrics September 12, 2025 Thank you for sharing your experience! We’re so glad you’ve found the platform intuitive and our team helpful as you customized it to your needs. We appreciate your feedback on billing and cost management -- this is something we’re always working to make easier. It means a lot that you chose us for our responsiveness, and we’re grateful to support your success! CD Colin D. Digital Marketing Strategist Marketing and Advertising Used the software for: 2+ years ### "Thanks for a Great Decade" September 26, 2025 5.0 Incredible compared to most other phone software. All the bells and whistles, but not bogged down by widgets, API connections or poor infrastructure. CTM is easy to present and train with, without taking agency away from it's users. It's Your particular setup & How You think work should flow. Pros Speed of the platform, Ease of use, Ease of Training new clients & Onboarding existing ones. Setup for digital marketing doesn't get much easier than this- and if it is, it's a worse experience! Please see Service Titan Marketing Pro if you want to know what pain is. Cons Agency accounts cannot have multiple sub accounts open and reporting at once. As a self-proclaimed power user I do wish I could grab more data at once, but this is probably a "me problem". Alternatives considered [ServiceTitan](https://www.capterra.com/p/150053/ServiceTitan/) Reason for choosing CTM Integrated phones in an already slow to work with CRM, alongside differences in marketing theory/conversion actions Review Source Response from CallTrackingMetrics September 29, 2025 Thank you for the feedback, Colin! AM Alejandra M. Digital Advertising Project Specialist Marketing and Advertising Used the software for: 2+ years ### "Best-in-Class Call Tracking & Attribution Platform" April 13, 2026 5.0 Overall, my experience with CallTrackingMetrics has been excellent. It’s a reliable and robust platform that has significantly improved our ability to track, analyze, and optimize inbound calls. The insights we’ve gained have directly impacted our marketing performance and ROI. Their customer support is responsive and helpful whenever we need assistance. I highly recommend CTM to any business looking to take their call tracking and attribution to the next level. Pros CallTrackingMetrics is incredibly powerful yet user-friendly. The call tracking accuracy is excellent, and the platform integrates seamlessly with tools like Google Ads and CRMs, making it easy to attribute leads and optimize campaigns. The reporting is detailed and customizable, which has helped us make more data-driven decisions. I also appreciate the automation features and call routing options—they’ve saved us a lot of time and improved our customer experience. Cons There is a bit of a learning curve at the beginning due to the wide range of features available. Some of the more advanced settings can feel overwhelming if you’re new to call tracking, but once you get familiar with the platform, it becomes much easier to navigate. Review Source Response from CallTrackingMetrics April 15, 2026 Thank you for your review! We're happy to hear that you're enjoying our platform and getting ROI. EX Emilio X. Marketing Health, Wellness and Fitness Used the software for: 2+ years ### "Great For Tracking Calls" April 21, 2026 5.0 Overall positive experience and easy-to-use dashboard. I would recommend other people to try it when the need arises to track calls. Pros analytics and tracking capabilities. The software provides a friendly interface that is easy to navigate and find the useful metrics. Cons The cost of the usage is a little complicated; sometimes the price jumps. It's hard to narrow down the exact cost. Review Source Response from CallTrackingMetrics April 22, 2026 Thank you for your review, Emilio! DV Dominic V. Business Intelligence Developer Hospital & Health Care Used the software for: 6-12 months ### "Great marketing tool, subpar contact center application" August 24, 2020 4.0 I would say that it feels like a slight improvement over my last vendor, NICE inContact, because of the extra marketing tools at my disposal, but the contact center piece feels like a step backwards. The Support experience has been the worst part. It took months, many duplicate cases, and threatening to find another vendor for me to actually get some helpful tech support. Pros The suite of marketing features that come baked into the product far exceed the competition (others may offer similar products, but they're almost always a peripheral add-on that needs to be purchased in addition to the standard license). Cons The contact center software has not fully matured yet; it feels like an afterthought. Its integration with the biggest CRM in the world, Salesforce, is clunky and riddled with issues that are difficult to troubleshoot and reduce my agents' work efficiency. Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[Vonage Contact Center](https://www.capterra.com/p/104649/ContactWorld/) Reason for choosing CTM It was a purely cost driven decision. Switched from [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[Vonage Contact Center](https://www.capterra.com/p/104649/ContactWorld/) Cost and the inability to switch to Salesforce Lightning Experience. Review Source CM Corey M. Digital Strategist Marketing and Advertising Used the software for: 1-2 years ### "CallTrackingMetrics is great for Google Ads users for accurate lead quality assurance." October 22, 2025 5.0 My overall experience with CallTrackingMetrics has been positive. I've loved being able to pitch CallTrackingMetrics to clients who rely heavily on their phone calls. I create high quality conversion goals on Google Ads linking to Call Tracking Metrics with ease. If clients ever have concerns about their phone call quality, i'm able to log into Call Tracking Metrics easily to analyze these phone calls to find potential patterns & issues. Pros \- Accuracy of Call Sources for quality assurance - Ability to listen to calls - Easy to learn - Helpful support & support team expertise - Affordable pricing packages - Easy integration & source tracking to Google Analytics & Google tag Cons N/A - I have not experienced any negative features or aspects of CallTrackingMetrics. The program has only been a positive experience for me. Review Source Response from CallTrackingMetrics October 30, 2025 Thanks for your kind words and review, Corey! 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. EC Elijah C. Vice President of Digital Marketing and Advertising Used the software for: 2+ years ### "Effective Call Tracking Solution" February 13, 2024 5.0 Pros CallTrackingMetrics is feature-rich with a barebones approach. The software is intuitive and straightforward to use and implement product features. The UI is clear, fast, and easy to navigate. Cons Some newer product features, like Conversation Analytics, aren't as easily accessible and you'll have to do some digging in the UI to find and implement them, as the help center and knowledge base only cover rudimentary topics. Alternatives considered [CallRail](https://www.capterra.com/p/141829/CallRail/) Review Source LH Lynda H. Office Administrator Construction Used the software for: 1-2 years ### "A Leval Above" February 20, 2024 4.0 Overall, I am satisfied with the quality of CTM. Calls are clear and I've only had a couple of calls drop (which could more likely be an issue on the other end); I absolutely rely on the call recording to "jog" my memory or cover any possible liabilities; and I like the voicemail information I receive. Pros CallTrackingMetrics allows us to see through the phone to better serve our customers and place greater value on their time and ours. Cons The things I like least are probably more an issue of training and use, but I have had a lot of trouble with "forwarding" the line to my personal phone, transferring a call to others in the office and the way it seems to choose to toggle between "Available" and "Not Available". Review Source TG Tiffany G. Operations Manager Consumer Services Used the software for: 2+ years ### "We couldn't grow without CTM!!!!!" March 12, 2021 5.0 Overall, we are very happy with CTM because of Coalmarch. They were instrumental in the setup, and the continuous troubleshooting we do with CTM. They are extremely knowledgeable of CTM, and guide us through any additions or hurdles we come across! At the end of the day, we could not GROW the company as we have without CTM and Coalmarch! Pros That it is incredibly streamlined. There isn't a "phone" obstacle that CTM can't solve for your business. The tracking information alone that it is able to tell you is invaluable and being able to transition from a 9 am-5 pm business to 24-7 and streamline those calls to specific numbers and departments making it possible for our customers to talk to a real person every time and not a voicemail was the growth push we needed and call companies should be striving for! The ablity to make ALL numbers a textable number, is the most innovative thing CTM quite frankly does. Not to miss a call because they texted instead... what more could you want being in the service industry! Cons The only two complaints I have about CTM is that the reporting is not very user-friendly. It goes really far in-depth and isn't easily understood how to do a simple task rather than such broad ones when using "reports". The second would be the CTM App. It's ineffective for inbound calls, but perfect for outbound calls, which I know they are working on updating the app. Reason for choosing CTM Because its innovations are far exceed anything that is on the market currently. Once they update the app there is no stopping them from continuing to crush the competition with their flawless design and capablities! Review Source Response from CallTrackingMetrics March 17, 2021 Thank you so much for the great review and valuable feedback, Tiffany! We love to hear how we have helped our customers grow. Your success is our success. John H. CEO Marketing and Advertising Used the software for: 2+ years ### "Have used for close to a decade" February 20, 2024 5.0 Pros CTM is reliable. My agency has been using them on behalf of our clients and our own business for close to a decade. Cons Nothing specific comes to mind right now! Review Source LB Liberty B. Account Representative Marketing and Advertising Used the software for: 2+ years ### "Great product" February 12, 2024 5.0 I use CTM daily. It is a great service. I wish it was a little more user friendly. The team at CTM is great and very helpful with my tickets. Pros There are multiple different tools to use within CTM. It is a one-stop shop for your call-tracking needs. Cons There are changes weekly/monthly. You might try to add something one month, and the process will be different the next month. They also removed their chat feature and replaced it with a bot. Review Source Response from CallTrackingMetrics February 19, 2024 Thank you for sharing your feedback on our product! We're thrilled to hear that our comprehensive suite of tools has been beneficial for your call-tracking needs, and we greatly appreciate your ongoing support. Your comments are invaluable to us, and we're dedicated to continuously improving user experience while providing top-notch support for our customers. 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 SJ Sabrina J. Digital Marketing Coordinator Marketing and Advertising Used the software for: 2+ years ### "Enhancing Campaign Performance and Marketing Attribution" February 6, 2024 4.0 Pros CallTrackingMetrics has been a very valuable tool for our marketing team, largely due to its user-friendly interface and features. We like that it allows us to efficiently track the results of our multichannel marketing campaigns by accurately attributing phone leads to their sources. Call recording has been a particularly beneficial feature, as it has helped our clients identify high-performing channels with longer call times and high-quality leads, allowing us to make data-driven campaign improvements. Also, implementing CallTrackingMetrics is simple for our development team, and it has integrated well into our workflow. Overall, we thoroughly enjoy how utilizing CallTrackingMetrics enhances our marketing efforts! Cons While we enjoy utilizing CallTrackingMetrics as part of our ongoing campaigns, we would like to see more robust and customizable reporting capabilities to share with our clients. Review Source KP Kathleen P. COO Real Estate Used the software for: 6-12 months ### "Buggy system with below average support" October 23, 2022 3.0 Negative Pros Set up was fairly easy and customer support was responsive during early stages Cons The system was very buggy and customer support was all but useless when the system failed to operate basic functionality Switched from [CallRail](https://www.capterra.com/p/141829/CallRail/) Text message capabilities Review Source RJ Remi J. Senior Account Executive Marketing and Advertising Used the software for: 1-2 years ### "Reliable and useful" February 6, 2024 5.0 Pros It's reliable and helps showcase value to customers Cons the dashboard is not the easiest to use. Review Source Response from CallTrackingMetrics February 8, 2024 Thank you for your feedback! We're glad to hear that you find CallTrackingMetrics reliable and valuable, and we'll continue working to improve the dashboard for a smoother experience. Talk to a Capterra advisor for free and get results within 15 minutes.