--- title: "CTM Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is CTM the right Call Center solution for you? Explore 158 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 (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 August 4th, 2026 # Reviews of CTM Ease of use 4.5 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 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 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. 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. 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! 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! 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 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 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. GM Gloria M. Ad Director Hospital & Health Care Used the software for: 1-2 years ### "Call Tracking Evaluation " September 19, 2022 4.0 Overall the platform works well for us. I actually listen to (3) different ones. It would be nice if they were combined into (1). Pros I like that I can listen to the phone calls and tag them for future reports for the owner. Such as CPL- Cost per lead. Also, it is helpful when training a new Patient Care Coordinator. It is crucial that when we get the call the person answering the phone sets up the appointment. Cons I would like to be able to put the person's name on the call that they answered. And put other notes in and not just a simple tag. 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 CTM 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 CTM. 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 CTM! 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 CTM 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.