CallRail vs CallTrackingMetrics: which is best for marketers in 2023?

callrail vs calltrackingmetrics

Both CallRail and CallTrackingMetrics stand out as leading call tracking platforms, but which is the best option for marketers looking to track calls in 2023? Today, we’ll be diving into the showdown: CallRail vs CallTrackingMetrics, the heavyweights of the call tracking game. Get ready to find out which one takes the crown!

While both CallRail and CallTrackingMetrics offer all essential call tracking features, they diverge in certain aspects. CallRail excels in call recording, transcription and conversation analysis, allowing businesses to review and analyze customer interactions comprehensively. Furthermore, it provides users with a Lead Center, which is a centralized hub for managing and tracking leads and lead activity, including call recordings, form submissions, and lead scoring.

What sets CallTrackingMetrics apart is its advanced call routing capabilities, which empower businesses to optimize their call flows and ensure that calls are directed to the most appropriate agents. This intelligent routing system enhances the efficiency and promptness of call handling, contributing to a seamless customer experience. Moreover, CallTrackingMetrics goes the extra mile by offering a softphone feature within its platform. This innovative functionality enables agents to answer calls directly from the application, eliminating the need for external phone systems.

At a glance: CallRail vs CallTrackingMetrics

If you’re short on time, here’s a quick side-by-side comparison of the two platforms:

CallRail vs CallTrackingMetrics: which is best for marketers in 2023? callrailCallRail vs CallTrackingMetrics: which is best for marketers in 2023? calltrackingmetrics
PricingFree trial available,
Plans start @ $45/mo
All plans include
-5 tracking numbers
-250 minutes of usage
No free trial available
Plans start @ $39/mo
No usage is included
Better usage rates than CallRail
Top FeaturesLead Center
Conversation Intelligence
Advanced Call Routing
Available in 80+ countries
Integrations~50 native integrations
1000+ via Zapier
~40 native integrations
1000+ via Zapier
Ease of UseUsers describe CallRail’s platform as
User-friendly with an intuitive setup process
Has a bit complex navigation and a
steep leaning curve but offers
robust customization options
Customer SupportTier based customer support based
on your Plan and Usage
Knowledge Center and Chat Support.
Will provide a quote for more hands-on customer support
Customer Reviews4.6/5 on G24.5/5 on G2
Best ForMarketing Agencies and SMBsEnterprises and Call Centers

CallRail vs CallTrackingMetrics: Pricing

Pricing is a crucial factor when choosing a call tracking platform, especially since the more calls a business receives, the faster its call tracking budget will scale. CallRail and CallTrackingMetrics are two of the leading call tracking platforms on the market, and both offer custom plans tailored to businesses’ needs. However, they have different starting price points and usage rates.

CallRail’s plans start at $45 per month

CallRail’s plans start at $45 per month, providing essential call tracking features, call recording, analytics, and more. As you scale and require additional features or higher usage limits, the price will increase accordingly.

Callrail offers:

  • Basic call tracking at $45 per month.
  • Call tracking and Conversation Intelligence for $95 per month.
  • Call tracking and Form Tracking for $95 per month.
  • Call tracking, Form Tracking, and Conversion Analytics for $145 per month

All plans include a usage of 5 tracking numbers and 250 local minutes per month.

Additional Usage costs:

  • $3/mo per extra tracking number
  • $0.05 for each local minute

For a more in-depth view of CallRail’s pricing, have a look at our CallRail pricing guide.

CallTrackingMetrics’ plans start at $39 per month

On the other hand, CallTrackingMetrics offers three pricing plans to choose from, starting at $39 per month

All plans are on a month-to-month basis, with no required annual commitment. The plans are as follows:

  • Performance Plan: This plan costs $39 per month and includes unlimited users, standard call recording, forwarding, and IVR routing, and the ability to attribute calls and texts to their source.
  • Growth Plan: This plan costs $119 per month and includes all the features of the Performance Plan, plus advanced call tracking, conversation intelligence, and contact center features.
  • Connect Plan: This plan costs $329 per month and includes all the features of the Connect Plan, plus advanced integrations, custom reporting, and dedicated account management.

Unlike CallRail, CallTrackingMetrics plans come with no usage limits at all. For new subscribers, CallTrackingMetrics waives the first month’s subscription fee.

Additional Usage costs:

  • $2.5/mo per extra tracking number
  • $0.045 for each local minute

For a more in-depth view of CallTrackingMetrics’ pricing, have a look at our CallTrackingMetrics pricing guide.

CallRail vs CallTrackingMetrics: Top Features

Both CallRail and CallTrackingMetrics offer a comprehensive set of features to track and analyze phone calls effectively.

CallRail’s top features are Lead Center, Conversation Intelligence, and Reporting.

Lead Center

Lead Center is a unique feature of CallRail that allows businesses to manage all their leads in one place. It is built on a marketing analytics platform that tells you which tactics bring in more leads. With Lead Center, you can easily track and manage all your leads, assign them to team members, and prioritize them based on their level of interest. You can also see which marketing channels are driving the most leads and adjust your strategy accordingly.

Conversation Intelligence

Conversation Intelligence is another powerful feature of CallRail that allows businesses to analyze their phone conversations in real-time. It uses machine learning to transcribe and analyze phone calls, providing insights into customer behavior, sentiment, and intent. With Conversation Intelligence, you can identify common pain points, track the success of your sales team, and improve your overall customer experience.


CallRail offers a variety of reporting features that allow businesses to track the success of their marketing campaigns. With CallRail’s reporting tools, you can track the number of calls, texts, and form submissions generated by each campaign, as well as the cost per lead and the return on investment. You can also create custom reports to track specific metrics and share them with your team.

While CallTrackingMetrics’ most notable features are Advanced Call Routing, Softphone, and Availability in 80+ countries.

Advanced Call Routing

Advanced Call Routing is a powerful feature of CallTrackingMetrics that allows businesses to route calls based on a variety of criteria, including time of day, caller location, and more. With Advanced Call Routing, you can ensure that calls are always answered by the right person, improving the customer experience and increasing the likelihood of a successful sale.


Softphone is another valuable feature of CallTrackingMetrics that allows businesses to make and receive calls directly from their computer or mobile device. With Softphone, you can eliminate the need for a separate phone system, reducing costs and streamlining your workflow. Softphone also offers a variety of advanced features, such as call recording, call transfer, and more.

Availability in 80+ Countries

CallTrackingMetrics offers coverage in over 80 countries, making it a valuable tool for businesses with a global presence. With coverage in so many countries, you can ensure that your customers can always reach you, no matter where they are located. This feature is particularly valuable for businesses that operate in multiple countries or that have customers located around the world.

CallRail vs CallTrackingMetrics: Integrations

When it comes to integrations, both CallRail and CallTrackingMetrics are capable of sending data to all major marketing, analytics, and business solutions. While CallRail offers a slightly larger number of integrations compared to CallTrackingMetrics, both platforms provide an open API, enabling businesses to create custom integrations with their own tools and systems.

CallRail Integrations

CallRail offers over 50 integrations with popular marketing, analytics, and business solutions, including Google Analytics, Salesforce, HubSpot, and more. These integrations allow businesses to easily connect CallRail with their existing tools and workflows, streamlining their marketing and sales processes. CallRail also offers an open API, allowing businesses to build custom integrations with their own tools and systems.

CallTrackingMetrics Integrations

CallTrackingMetrics goes beyond by offering a plethora of integrations with various leading marketing, analytics, and business solutions. It seamlessly integrates with popular platforms like Google Analytics, Salesforce, HubSpot, Microsoft Dynamics 365, Marketo, Adobe Analytics, Facebook Ads, LinkedIn Ads, and many more. Furthermore, CallTrackingMetrics provides businesses with the added advantage of an open API, empowering them to effortlessly create custom integrations with their own tools and systems.

CallRail vs CallTrackingMetrics: Ease of use

So far both CallRail and CallTrackingMetrics offer users powerful features. Understanding the advantages and disadvantages of each platform in terms of ease of use will help you make an informed decision for your business and prevent any potential setup difficulties for your team in the future.

CallRail is known for its intuitive and straightforward user interface.

The platform is designed to provide a seamless experience for users, regardless of their technical expertise. Setting up call tracking numbers, creating campaigns, and accessing important analytics are all conveniently accessible.

Advantages of CallRail when it comes to Ease of Use:

  1. User-Friendly Interface: CallRail’s interface is designed with simplicity in mind, allowing users to quickly learn and navigate the platform.
  2. Intuitive Campaign Setup: Creating and managing call tracking campaigns is a straightforward process, making it easy to set up and track different marketing initiatives.
  3. Accessible Analytics: CallRail offers clear and comprehensive analytics, enabling users to gain valuable insights into call performance and conversion tracking effortlessly.

Disadvantages of CallRail’s Ease of Use:

  1. Limited Customization: While CallRail offers ease of use, some advanced customization options may be limited, which could restrict certain specific requirements for businesses with unique needs.
  2. Learning Curve for Advanced Features: While the core features are easy to use, mastering advanced features might require some time and effort.

CallTrackingMetrics offers a wide range of features while maintaining an intuitive user experience.

CallTrackingMetrics aims to simplify the call tracking process for businesses of all sizes, even for those without technical expertise. While some advanced features may pose a challenge, their comprehensive help documentation is readily available to assist anyone who may encounter difficulties.

Advantages of CallTrackingMetrics’ Ease of Use:

  1. Streamlined Call Routing: CallTrackingMetrics excels in its ability to efficiently route calls to the most appropriate agents or departments, simplifying call management.
  2. Advanced Call Handling: With features like softphone integration, CallTrackingMetrics allows agents to answer calls directly from within the platform, enhancing convenience and productivity.
  3. Extensive Integrations: CallTrackingMetrics seamlessly integrates with popular marketing, analytics, and business solutions, expanding its usability and enhancing overall efficiency.

Disadvantages of CallTrackingMetrics’ Ease of Use:

  1. Complexity for Initial Setup: While CallTrackingMetrics offers a user-friendly interface, the initial setup process may require more technical knowledge, especially when configuring advanced routing and integration settings.
  2. Learning Curve for Advanced Features: Similar to CallRail, mastering the more advanced features of CallTrackingMetrics may take some time and practice.

CallRail vs CallTrackingMetrics: Customer Support

Call tracking platforms can be complex, and users may encounter technical issues or have questions about various features. Having access to reliable customer support ensures that users have access to knowledgeable professionals who can provide timely assistance and guidance to resolve any issues.

CallRail’s Customer Support

CallRail has received numerous positive reviews for its customer support. Users have praised the platform for its ease of use, quick setup, and helpful customer support. Positive reviews have mentioned that CallRail’s customer support has always been great and appreciated their willingness to help with setup questions.
However, there have been some negative reviews as well. These usually report very poor customer service with long wait times to speak to the tech department and being ignored by customer service through email or chat.

CallTrackingMetrics’ Customer Support

CallTrackingMetrics has also garnered positive feedback regarding its customer support. Users have highlighted the platform’s user-friendly interface and commendable customer support. Positive reviews have emphasized the swift assistance provided by the support team in addressing any queries or concerns.

However, it’s worth noting that there have been some negative reviews concerning CallTrackingMetrics’ customer service and support. These reviews often mention instances where CallTrackingMetrics didn’t invest time in resolving customer support issues but instead offered a quote for training.

CallRail vs CallTrackingMetrics: who’s the winner?

This was a tough comparison as each platform has their own unique advantages and disadvantages. Based on the info mentioned earlier here’s our opinion on who won the CallRail vs CallTrackingMetrics fight.

CallRail: Better for Marketing Agencies and SMBs
CallRail stands out as a great choice for Marketing Agencies and Small and Medium-sized Businesses due to its strong focus on marketing-related features. It offers a wide array of tools and integrations tailored to enhance marketing efforts. CallRail’s intuitive interface and easy-to-use features make it accessible to marketing professionals with varying technical expertise.

CallTrackingMetrics: Features for Enterprises and Call Centers
On the other hand, CallTrackingMetrics excels in catering to the needs of Enterprises and Call Centers. It stands out with its advanced phone-related features and robust call center capabilities. For companies dealing with high call volumes, CallTrackingMetrics provides comprehensive call analytics and reporting features, allowing businesses to gain deeper insights into their call center performance.

Can’t find which platform fits your case better?

No need to worry! The call tracking industry is brimming with platforms offering unique features for various use cases. If you find it difficult to choose between CallRail and CallTrackingMetrics, it could be because there are other platforms out there that might address your tracking needs more effectively. One such platform is Nimbata.

Nimbata is a call tracking and lead management software which helps marketers and business owners understand their call volumes and phone lead quality. The tool is designed by Marketers for Marketers, enabling them to track which channels are driving the most phone calls and optimize their marketing ROI.

Nimbata Dashboard

Nimbata offers a range of call tracking and analytics features, including call recording, call transcription, call tagging, and call reporting. These features help businesses understand caller behavior and call outcomes, allowing them to improve their call handling processes and provide a better customer experience. In addition, Nimbata integrates with a range of other tools, including Google Analytics, Google Ads, and Salesforce, providing businesses with a comprehensive view of their marketing and sales performance.

Best Features: Customizable DashboardReporting Views and Automation Rules

Best for: Attributing phone leads to different channels and pushing only quality call data through integration triggers to Marketing & Sales tools (Google Analytics 4, Google Ads, HubSpot)

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