Its a miracle when CTM has no issues… Its a miracle when CTM has no issues for the day which I have yet to witness. It's constantly either taking me off of accepting calls, not ringing when I am not accepting calls, doesn't let us transfer in-house calls or a combination of these.

Don't get me wrong I like call tracking … Don't get me wrong I like call tracking metrics, its synced with google analytics which is very important for our company. The only downfall is that we are only able to do one tag per call which doesn't necessarily help when doing reporting when trying to do more than one tag.

Lot's of call quality issues Lot's of call quality issues. Sometimes at very busy periods. Kills sales. I'm leaning towards a 2.5. Whenever an issue is reported and its a hassle to do, the reply is basically, everything looks fine; please document all examples, send them, ... "well we don't see anything wrong" ... did CTM listen to the calls? Often it happens at certain times of day ... frustrating to jump through the hoops of registering a complaint - a reoccurring, nearly constant one in the middle of a busy day, just to get - everything looks fine here etc ... pretty much given up on calling attention to the issue bc its as frustrating, or more so, than the issue , fyi, since you asked. Thank you

Customer support staff is very helpful … Customer support staff is very helpful and responsive. Follow through on trouble tickets is a big improvement from our previous provider. There have been a few glitches here and there, but very minor and everything has been resolved quickly.

People answering the phone are not… People answering the phone are not great with customers. There are frequent long pauses or they put the customer on hold for no reason. There are also several phone calls where no one answers the phone. There shouldn't be a "poor connection" excuse.