Alyssa Baker
GBLacking 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.
Bob Roby
GBThis program seems awful to me This program seems awful to me. It has made me use my cell phone FAR more than I'd like, and when it is (somewhat) working, I have to re-boot, re-boot, and re-boot again. It's not my call (pun not intended), but if it were me, I'd get rid of this phone system post haste
LO
GBIts 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.
Tim Schnabel
GBExcellent 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".
Josh Hutton
GBPeople 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.