Lacking in many areas In our experience, CTM is lacking in many areas. For example: - Reporting: It is missing key KPIS such as - Abandon Call Percentage, Hold Times per call, Peak Call Hours, Avg Calls per minute (simultaneously), Current Wait time, How many calls in queue (LIVE). - Not a single feature request we submitted has been implemented. - Spotty calls via the web based softphone (which I suppose would be an issue with any web based system). - System Setup is not the most user-friendly. - Pricing is high for the quality of the system. - Customer service is always pleasant, however often times there is not always a resolution provided. Overall, I would not recommend Call tracking metrics.

Not overly happy with the service Numbers are easy to get - except for true 800 numbers. We have had some serious challenges in numbers not working - working at one moment and then dropping off for no reason with no notice. Wasted advertising dollars with no sense of urgency to get them fixed or compensate us for the lost investment and revenue. System online is just ok, but should be able to do a lot more. Some things in the reporting tool make no sense, like reporting call volume by highest number instead of showing call volume by hour which is how you need to read this.

Excellent customer service Excellent customer service. Very user friendly features. Call quality hasn’t been as consist or clear as we had hoped. We are hoping for improvements ASAP. Otherwise, we have enjoyed the product and the company. edit: to the response left from CTM, we have spent much time with tech support, and we have not had a resolution. I implore management to do whatever necessary to improve call quality consistency. We've been told it has to do with the "carrier".

Best Support Team I've Ever Encountered Call Tracking Metrics has the best support team I've ever encountered. They are all HUMAN and knowledgeable about the software. If there is something you need done, they work to understand what it is you're trying to accomplish and help you to do it--FAST. I always receive solutions to my questions within 5 minutes, or at least a response that they'll be with me soon. I wish all my support experiences could be like the way Call Tracking Metrics has theirs.

I love all of the special features … I love all of the special features (tags, notes, conversion button, etc). They really help us organize our outstanding call volume. I have, however, experienced some interesting circumstances such as dropped calls, not being able to hear a customer on a call, and not being able to call out altogether. But I believe these are just the results of our current system merging with the new system of CallTrackingMetrics. I'm sure once we get these worked out, I will be inspired to leave a 5 star review!