# CTM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is CTM the right Call Tracking solution for you? Explore 158 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 4.7 (158) 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 May 4th, 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 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 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 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 158 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 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 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. 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. 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! 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 () 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 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 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! 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 . 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. Alternatives considered [Callcap](https://www.capterra.com/p/157861/Callcap/) 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! 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 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. JW John W. Principal Marketing and Advertising Used the software for: 2+ years ### "Great call tracking tool for media campaigns" April 24, 2026 5.0 Excellent and consistent performance from call tracking platforms. Variety of analytics to review to improve campaigns Pros Follow through with clear answers for my questions for customer service. Consistency of performing the needed results from call tracking numbers. Cons I can’t think of anything I liked the least. Everything performed the way I needed for my media campaigns Review Source Response from CallTrackingMetrics April 27, 2026 Thanks for your review, John! 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 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! 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! 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 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! 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 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 . 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 MM Meghan M. Director of Interactive and Web Development Staffing and Recruiting Used the software for: 2+ years ### "CTM Review from a Developer" February 12, 2024 5.0 It's a great platform and is business critical for my team. Pros I love the simplicity of your API for reporting, sending text messages, and utilizing your form reactor. We use these daily and appreciate the ease of use and that we don't have constant downtime with these features. Cons It does take a bit to get to know and understand your dashboard. My operations team hates the wait time for Trust Center and setting up text message campaigns. But they do understand the reason for delay. Review Source Response from CallTrackingMetrics February 19, 2024 Thank you for sharing your feedback as a developer using CTM! We're delighted to hear that you find our API simple and reliable, and we're committed to providing seamless experiences for your daily operations. Your comments are invaluable to us, and we're continuously improving our dashboard to ensure ease of use for all users. We appreciate your business and are thrilled to be a critical part of your team's success. PN Pius N. Marketing Director Media Production Used the software for: 1-2 years ### "Professional Call Support Option " April 29, 2024 5.0 Pros CallTrackingMetrics navigates all the messaging structures, and it supports a consistent communication plan. Cons CallTrackingMetrics has eliminated any communication bug, that companies may encounter. Review Source CB Chris B. Customer Happiness Director Marketing and Advertising Used the software for: Less than 6 months ### "Amazing for Agencies" September 6, 2022 5.0 Their support team has been amazing, transferring over my clients from one software to another went smoothly, the software does more than I need, and I have far more control over pricing to keep clients happy. Pros Before, I used a competitor's product, and while it was good, I didn't know how much I was missing out on. CallTrackingMetrics gave me so much more control! - how I price call tracking services for my clients (including charging by the minute if desired!) - how I create phone number pools (no arbitrary, pre-selected minimum amount of numbers) - what services each client needs - easier and faster switching between client accounts If you are an agency or manage multiple accounts, this software is the best that I've found. I was able to save my clients money and have far more control over price stability in the long run, while improving the number of features available! Cons is complex and some of the UI is not as intuitive/quick to learn as I wish. It was easy to miss a step or two in client setup (even with the help of their great Support team), and sometimes finding the menu or options you need is not quick and easy. This is partly due to the fact that the software does so much, but it would be nice if I could hide certain menus, or during setup, tell them to hide menus for me so that I don't have to constantly scroll through a lot of options I'll never use. Review Source CH Chris H. Software Developer Computer Software Used the software for: 1-2 years ### "Great call tracking and activity recording tool" February 6, 2024 4.0 Overall a positive experience. I'm impressed with the data available and the workflows available to users. Pros The amount of features available within CallTrackingMetrics is hard to beat. Their UI is easy to use and provides a lot of data. The api is also easy to use, if you're not using an un-documented endpoint. Cons Their api documentation is lacking in some aspects. Namely, not all endpoints and not all options within an endpoint are documented. This has led to many instances of "reverse engineering" by making a change within the UI and watching the dev tools. Still, far from the worst documentation I've encountered, and the help from the CallTrackingMetrics team is outstanding. Review Source Response from CallTrackingMetrics February 8, 2024 Thank you for your positive feedback! We're thrilled you find CallTrackingMetrics a great tool with a wealth of features, and we appreciate your insights on API documentation; we'll work to enhance this aspect further to ensure a seamless experience for all users. MV Matthew V. Director of Call Center Operations Hospital & Health Care Used the software for: 2+ years ### "Great product and great service" September 6, 2022 4.0 I've had a great experience with . If I ever need anything, their call center is one top of everything and continue to engage until the issue is resolved. Pros The customer service is amazing. The product is very user friendly and easy to use. Cons Changing from my old softphone had a lot of glitches. Porting the numbers we had seemed to be a never ending process. It was resolved after sometime. Reason for choosing CTM Call Tracking Metrics was the only product considered. Review Source MT Max T. Director of Client Services Marketing and Advertising Used the software for: 2+ years ### "Amazing software and support staff. Highly recommended. " September 12, 2022 5.0 Great experience with ! They are a trusted partner. Pros The software is fast and easy to use. It allows us to easily connect a variety of our campaigns from PPC, to email blasts, and so much more. The support staff is always readily available and great to work with. Cons At times the software can be a bit difficult to navigate when it comes to user administration and access levels. Alternatives considered [CallRail](https://www.capterra.com/p/141829/CallRail/) Review Source VR Verified Reviewer Chief Marketing Ninja Marketing and Advertising Used the software for: 2+ years ### "stand out support and functionality " April 1, 2020 5.0 Pros I've used for 5 years. I tried CallRail and have worked with CallSource. I've found CTM to be the easiest to implement and use. They also have more features and integrations that have given my agency the ability to provide detailed reports to my clients. Cons We had some challenges getting Google Data Studio synced the way we wanted it, but we were not using just the general template they provided, and \[SENSITIVE CONTENT HIDDEN\] on their support team was awesome about helping us connect those last dots that we couldn't figure out on our own. Reason for choosing CTM I choose Call Tracking Metrics over Call Rail and Call Source because of functionality, integrations, ease of use, and pricing. 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 ## 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.