Call Tracking Metrics
Call Tracking Metrics, called CTM, describes itself as conversation analytics software that tracks calls, texts, forms and chats in one platform. It is not automotive-specific.
Call Tracking Metrics: Call tracking
Its site says it is headquartered in Millersville, Maryland.
Its features page lists dynamic number insertion, call recording and transcription, text messaging, a softphone, routing, form tracking and workflow automation, and its homepage promotes a voice AI assistant.
| Product or service | Function |
|---|---|
| Call tracking | Dynamic number insertion and call reporting. |
| Recording and transcription | Call recordings with transcripts. |
| Intelligent routing | Routing options for incoming calls. |
| VoiceAI | An assistant that answers, qualifies and routes calls. |
| Google Ads and Analytics integration | Attribution connections. |
Campaign attribution and the receiving employee
CTM describes dynamic number insertion for associating a call with the advertisement or webpage that produced it. Its routing options include geography, assigned weights and staff skills, and its conversation tools cover calls, forms, chats and texts. ctm.com
Attribution and routing should be tested together: a call can have the correct campaign label but still reach the wrong department. A dealership can use one sales inquiry and one service inquiry to check the destination, the recorded campaign and the conversation record available to the employee. ctm.com