Marchex Announces Major Security Enhancement - First Call Analytics Platform To Safely Record Phone Calls
December 15 2015 - 9:00AM
Business Wire
Marchex (NASDAQ:MCHX), a mobile advertising analytics company,
today announced a major security enhancement to its
industry-leading Marchex Call Analytics. For the first time,
enterprises will be able to automatically redact credit card
numbers from recorded phone calls in real-time. During the holiday
season, consumers are expected to place more than 20 billion phone
calls to businesses, with many including payment information. In
2015, 22 percent of Americans reported that they or a household
member had credit card information stolen.
The patent-pending technology automatically detects and redacts
spoken credit card numbers. Using voice stream pattern recognition
and machine learning algorithms, the technology redacts consumer
credit card information while the call recording is being processed
within Marchex’s secure datacenter.
Consumers provide payment information over the phone to many
types of businesses, including travel, real estate, financial
services, cable television, home services and retail. “Our
reservation process requires a credit card, and it is critical that
our customer’s financial information is secure and confidential,”
said Tom Garrett, Vice President of Marketing at YMT Vacations.
“Marchex’s redacted recordings allow us to understand call center
performance while safeguarding our customer data.”
The new technology is part of Marchex’s Secure Call Analytics
feature set, which includes industry-leading security features for
enterprises that choose to record phone calls:
- Automatic encryption of call
recordings, with configurable data retention rules
- Restricted data access with role-based
permissions
- Caller opt-out of call recording
- Read-only call recordings within
Marchex’s web interface
For businesses that choose not to record phone calls, Marchex
Call DNA provides conversational analytics without recording phone
calls. This enables enterprises to understand operational
performance at call centers or individual locations automatically
and in real-time without any recorded audio.
Marchex data estimates that 20% - 30% of phone calls to
businesses for many industry categories contain payment
information. “Analyzing call recordings is an effective way for
enterprises to improve operational efficiency, customer service and
messaging,” said Jason Flaks, Director of Product & Engineering
at Marchex. “For the first time, enterprises that accept credit
card information have a secure, scalable way to do so in real-time
while safeguarding consumers’ financial information.”
About Marchex
Marchex is a mobile advertising analytics company that connects
online behavior to real-world, offline actions. By linking critical
touchpoints in the customer journey, Marchex’s products enable a
360-degree view of marketing effectiveness. Brands and agencies
utilize Marchex’s products to transform business performance.
Please
visit www.marchex.com, blog.marchex.com or @marchex on
Twitter (Twitter.com/Marchex), where Marchex discloses
material information from time to time about the company, its
financial information, and its business.
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version on businesswire.com: http://www.businesswire.com/news/home/20151215005183/en/
Marchex, Inc.Investor RelationsTrevor Caldwell,
206-331-3600ir(at)marchex.comorMedia Inquiries:Corporate
Communications206-331-3434pr(at)marchex.com
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