# Page 2 | CTM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is CTM the right Call Center solution for you? Explore 150 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 (150) 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 March 14th, 2026 # Page 2 - Reviews of CTM ## Showing most helpful reviews Showing 26-50 of 150 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JD Jeff D. Business Support, Operations Transportation/Trucking/Railroad Used the software for: 2+ years ### "Excellent for customized solutions for all call center needs! " October 9, 2025 5.0 Excellent and would recommend to others with similar call center setups, especially those with little seasonal fluctuations in call volume. Pros Almost every aspect is customizable for the organization now, and in the future. The pricing is competitive and fair. The customer support/tech support is fast to respond and thorough. Almost all features one can think of are available, or can be available if needed. Quick to adopt AI implementation and all new technology advances. Cons Minor temporary outages with upstream providers which causes significant impact to operations at times. A minimum minute commit could make it hard for seasonal businesses. Review Source Response from CallTrackingMetrics October 13, 2025 Thank you so much for taking the time to share such a thoughtful review! We're thrilled to hear that you’re finding CallTrackingMetrics to be highly customizable and that our support team has been responsive and thorough. We work hard to provide a flexible platform that grows with your organization, and it’s great to know that our efforts to stay ahead with AI and technology updates are making a difference. We also appreciate your feedback regarding temporary upstream provider outages. While these situations are rare, we understand how impactful they can be. Our team continues to work closely with our providers to minimize disruptions. Thank you again for your recommendation and for being part of the CTM community — we’re grateful for your partnership! WM Wendy M. Operations Manager Consumer Services Used the software for: 1-2 years ### "Great Support" October 8, 2025 4.0 CTM has been very helpful to our business. The system is easy to use and our team can work independently. When there are issues, it is easy to contact the support team and most of the time, they can fix the issue within a few minutes. They offer a follow up email with the transcript and with helpful steps to take to correct an error or informative articles on the subject or feature we had an issue with. Pros CTM has enable us to give our agents multiple phone numbers at once to help streamline our ability to make calls nationwide. Cons The AI capabilities were not sufficient for our needs as of yet, but as advances come in the AI field, we may be able to revisit CTM's AI tools. Review Source Response from CallTrackingMetrics October 13, 2025 Thank you so much for taking the time to share your experience! We’re thrilled to hear that CallTrackingMetrics has helped your team streamline nationwide calling and that the platform has been easy for your agents to use. It’s wonderful to know our support team has been responsive, quick to resolve issues, and helpful with follow-ups. We also appreciate your feedback on our AI capabilities. We’re continuously expanding our AI tools to deliver even more automation, insights, and integrations. If there are specific AI features or use cases you’d like to see, we’d love to hear from you — your feedback directly shapes how we evolve the platform to meet our customers’ needs. SB Shay B. CMO Internet Used the software for: 2+ years ### "CTM - the real holy grail of performance marketing" September 14, 2025 5.0 This is a smart and robust platform. From account setup to onboarding and day-to-day operations, everything runs smoothly and reliably. Our clients use it intensively, pushing its limits with high call volumes and complex integrations, and it always holds strong. Honestly, I can’t think of another product with such stability. And on the rare occasion that an issue does arise, the dev team responds quickly, understands the root cause, fixes it, and in most cases even restores any missing data retroactively. It’s simply remarkable. Pros It is by far the holy grail of performance marketing. I use them for all of our (500) clients. Super stable. Cons Nothing, sorry, but when something does not work they fix it quick. I have nothing bad to write. Go for it! Review Source Response from CallTrackingMetrics September 15, 2025 Thank you for your review! 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! WM Wendy M. Manager, Intake Law Practice Used the software for: 1-2 years ### "Excellent Support Experience" September 23, 2025 5.0 We had an excellent experience with \[sensitive content hidden\] from CallTrackingMetrics support. He was knowledgeable, responsive, and went above and beyond to resolve our issues quickly and clearly. Highly recommend his expertise and professionalism! Pros \[sensitive content hidden\] made us feel supported by responding quickly and following through until everything worked smoothly. Cons Issue was somewhat complex and took a while to problem solve/go through process of elimination but that was a necessary step in the process Review Source Response from CallTrackingMetrics September 24, 2025 Thank you for your review, Wendy! We're elated to hear about such a positive experience with our support team! 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! MC Miesje C. Marketing Consultant Health, Wellness and Fitness Used the software for: 1-2 years ### "Great support and customer service" September 26, 2025 5.0 At every turn, the folks at CTM have gone out of their way to help us resolve our issue. We either contract with them for customized help or they provide it, generously, when we run into snags. Pros Most grateful for their excellent customer service and account management. Whenever we have questions or run into trouble, they are responsive and very helpful. Cons The learning curve can be challenging, especially if you don't have experience with call tracking platforms. Review Source Response from CallTrackingMetrics September 29, 2025 Thanks for your review! DH David H. Director, Marketing Mental Health Care Used the software for: Less than 6 months ### "UTM and other technical issues" November 21, 2025 5.0 Working with CallTrackingMetrics has been a great experience. 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. The solution works exactly as expected and has already improved the accuracy of our attribution. The CTM team has been responsive, knowledgeable, and easy to work with throughout the process. I highly recommend them. Pros Very responsive and careful to listen and address issues related directly to our product and goals. The team is pleasant, timely and from my perspective, subject matter experts in their given domains. Cons In my experience, I've had a really pleasant experience so there's not much I can report as a negative. Review Source Response from CallTrackingMetrics November 26, 2025 Thanks for your review! AM Anthony M. CRM Support Education Management Used the software for: 6-12 months ### "Great solution if you need calling and messaging capabilities. " September 22, 2025 5.0 I would highly recommend Call Tracking Metrics to any one who is looking for a marketing solution that is easy to use and has high visibility of what's going on. Pros CTM is a fairly simple yet robust solution for our messaging and texting use cases. CTM offers many options to fulfil whatever issues you may have. Cons I was behind on my own understanding of how a security feature worked, however, my issue was quickly resolved by tech support and now I have a greater understanding of how to navigate. Review Source Response from CallTrackingMetrics September 29, 2025 Thank you for your review! Himanshu J. Realestate Sales associate Real Estate Used the software for: 1-2 years ### "Tracking call from multiple marketing sources" December 17, 2024 5.0 It is working as advance tracking software for us to generate lead and to manage updates. It's just absolutely perfect in managing and integrating with different marketing sources to give a collaborative report like Google Business , direct traffic , indirect traffic all. Pros 1\. Perfectly integerable with other marketing tools to track and evaluate calls which are done by different marketing channels. 2. Extremely quick and easy setup. 3. Customer care is very knowledagable and helpful for any kind of support and troubleshooting. Cons 1\. UI is not very constant , frequent changes observed. 2. Learning of product is quite difficult. 3. Pricing structure is bit expensive. Review Source JC Joe C. IT Manager Warehousing Used the software for: Less than 6 months ### "Allows us to manage our marketing needs " October 28, 2024 4.0 Enjoyable & can't imagine not using something like this Pros Tracking all calls and conversations allowing us to mange our marketing needs Cons Learning curve, filtering calls and displaying important call information. Review Source 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 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 AA Armando A. Client Success Manager Law Practice Used the software for: 2+ years ### "Satisfied with the product!" February 12, 2024 5.0 Wouldn't trade it for any other platform, the ease of use and all its features are simply above the average platforms. Pros All its tracking features, from marketing attribution to performance, it helps with the decision-making and implementation of new strategies. Cons More direct integrations would be great, that way being able to automate more processes would quite simple. Switched from [CallRail](https://www.capterra.com/p/141829/CallRail/)[Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/)[Nextiva](https://www.capterra.com/p/175788/Nextiva/) Features, pricing and overall the tools offered by CTM. Review Source Response from CallTrackingMetrics February 19, 2024 Thank you for sharing your satisfaction with our product! We're thrilled to hear that our tracking features have been instrumental in your decision-making and strategy implementation. Your feedback on integrations is noted, and we're committed to continuously enhancing our platform to offer even more automation capabilities. We're honored to have earned your trust and are dedicated to providing unparalleled ease of use and feature-rich solutions for your business needs. 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 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 JP Jorge P. Digital Marketing Manager Marketing and Advertising Used the software for: 2+ years ### "Smart & Simple Marketing Call Tracking Software " September 20, 2022 5.0 We are an agency that manages digital marketing campaigns for clients on multiple platforms like Google, FB, and Microsoft. CallTrackingMetrics helps us track and measure ROI, audit the quality of calls, and optimize our campaigns to improve performance and present results to our clients. Many clients do love CallTrackingMetrics because they can listen to calls and evaluate the performance of their sale customer service team. Pros I really like the user interface where you can easily filter your clients, listen to calls, download reports, select your call and most importantly audit the quality of the calls generated. Also, I love the easiness of the setup, how to buy numbers, associate to sources, and whatnot. And ultimately, I find its integrations with various marketing platforms very helpful. Cons Some opportunity that I have seen is recording management. Sometimes, we want to share calls with our clients in a very simple manner for a quick listen without having the client log in to a computer and access a profile but when we share the link that is available to download from CTM, often times the link is broken and we are not able to share that recording. Alternatives considered [DialogTech](https://www.capterra.com/p/126763/DialogTech/)[CallRail](https://www.capterra.com/p/141829/CallRail/) Reason for choosing CTM They offered a better enterprise custom package, better UI, and easy and faster deployment, better integrations. Review Source MB Morgan B. Director of Operations Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Powerful Full Service Call System" February 6, 2024 5.0 I was very impressed with the onboarding process and the level of custom support they gave during set up. Pros Call tracking allowed us to take our automation to the next level and improve customer experience with our brands. Cons It's a bit more expensive then our past provider but the cost has been worth it, to be honest. Reason for choosing CTM CallTrackingMetrics didn't require any additional dev work to get up and running. Our whole team can use it making cross training easier. Switched from [CallRail](https://www.capterra.com/p/141829/CallRail/) Our last product didn't offer the scale or automation we needed to grow. Review Source Response from CallTrackingMetrics February 8, 2024 Thank you for your feedback! We're delighted that CallTrackingMetrics has helped elevate your automation and enhance customer experiences, and we're grateful for your recognition of our onboarding process and dedicated support. We're committed to providing value and simplicity for your team's needs. 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. Dina Mahery Ismael R. Responsable Government Administration Used the software for: 1-2 years ### "CallTrackingMetrics est excellent " October 16, 2023 4.0 Pros CallTrackingMetrics est un outil numérique de stratégie au quotidien pour mesurer les données sur les appels vocaux dans le but de satisfaire le client et augmenter les performances d'utilisations pour piloter des stratégies publicitaires basées sur des données. Surtout pour les centres d'appels, les agences, les PME . Cons Mon utilisation, CallTrackingMetrics , est vraiment satisfant pour activer rapidement les appels ainsi la réception authentique en temps réelle , même le message .Par ailleurs , grâce à cette intégration de logiciel vous pouvez également intégrer Contact Forum 7 et Gravity Forms pour afficher en parallèle les données en formulaire en ligne . 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. 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. Jennifer B. Internet Manager Marketing and Advertising Used the software for: 2+ years ### "Exceptional Value and the Support is Top Notch!" September 22, 2020 5.0 We are a marketing company and use it when placing ads via print, online, craigslist and so much more. It has helped us save numerous accounts that say they are not getting response from their advertising with us. We are able to print out detailed reports and physically show them how many calls they are receiving. Pros We have been with CTM forever it seems like! I have used many different call tracking applications, but, they are hands down the best! If you need something specific from reports, to call handling, forwarding, whispers, they can do it all. The support team is the most helpful with a quick response. From small to big issues they can do it all! The value you get with this CTM far exceeds any other software. Cons Honestly, there really isn't anything that I don't like. I haven't found anything that they can't do. If they can't do it, they find a way to make it happen for you. Switched from [CallSource](https://www.capterra.com/p/181835/CallTrack/) Value and Support. I love that even after I have returned a number that I am still able to create a report and show the number of calls received when we did have the number. Review Source MD Meira D. Marketing Luxury Goods & Jewelry Used the software for: 2+ years ### "Choose Another Call Tracking Company" May 4, 2022 1.0 Pros If it would work, it would be useful in measuring offline conversions. Cons Tried working with them for YEARS to get the data right because if it was correct, it would be so useful. Once I audited the data, the calls had nothing to do with the keyword data that was being reported. Until my arrival, the company was making decisions based on CTM's INCORRECT DATA! I implemented every change they recommended, including purchasing more numbers and inputting more sources but it was never resolved. When we decided to leave, they had auto-renewed our account and promised to refund, but did not. Additionally, many of the calls at the end were robocalls or hangups. Alternatives considered [CallRail](https://www.capterra.com/p/141829/CallRail/) Reason for choosing CTM We had been with them for years and wanted to try and maintain the current integration. Review Source DL Diego L. Sales Engineer Marketing and Advertising Used the software for: 2+ years ### "Great Software for the Price, Compared to other Options" August 20, 2020 4.0 We have been using the software for 4+ years. It is a good tool to implement for our clients as most of our clients get the majority of their business from phone calls. Pros CTM has many of the features offered by the bigger names in the industry at a more cost effective rate. Other similar software require more than 1 tracking number to integrate to Google Ads. Although CTM suggests to add more than one, it is not a requirement. Most of our clients are small businesses and don't have the traffic volume to necessitate more than one tracking number. Cons Reports are not as customizable as I would like. Alternatives considered [CallRail](https://www.capterra.com/p/141829/CallRail/) Reason for choosing CTM Price. We were introduced to CallRail by a partner agency but the costs were more than what we were willing to pay. CTM provided most, if not all, of the features CallRail did but at a much better cost. Switched from [DialogTech](https://www.capterra.com/p/126763/DialogTech/) CTM provided the ability to easily integrate with Google Ads. The interface was also much more user friendly and generally, nicer to look at than what DialgTech had. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.