Marchex Launches New Speech Analytics Product, Providing Actionable Intelligence from Within the Phone Call
April 27 2017 - 9:00AM
Business Wire
Solution fuels analysis of inbound phone calls
at scale to drive better marketing and operational strategies and
increase visibility into the customer experience
Marchex (NASDAQ: MCHX), a mobile advertising analytics company,
today announced the launch of Marchex Speech Analytics, a new
solution that enables actionable insights for enterprise and
mid-sized companies, helping them understand what is happening on
inbound phone calls from consumers to their business. Uncovering
the intelligence and insights of these consumer calls can empower
companies to optimize media spend and sales operations, driving
more high quality calls to their business and creating the
opportunity to successfully convert more of those callers into
customers.
The launch of Marchex Speech Analytics follows the recent
release of Marchex’s Omnichannel Analytics Cloud solution in
February, enabling marketers to identify which digital channels are
driving inbound phone calls, and informing marketers how media
spend should be allocated across site, search, social media,
display and video accordingly. With the addition of Speech
Analytics to Marchex’s product suite, marketers and call center
teams can gain a deeper understanding of the customer experience by
gathering data from calls, at scale, from beginning to end. Marchex
Speech Analytics helps telesales teams obtain insights into phone
conversations in ways that professionals were previously
unavailable.
“Using Marchex Speech Analytics, and specifically the Lost
Opportunities Dashboard feature, we are able to quickly identify
what areas of our marketing are working,” said Caleb Williams,
Marketing Innovation Manager at TWO MEN AND A TRUCK®. “These same
tools allow us to more efficiently coach and train our sales and
operations staff to meet our customer’s expectations. In short,
Marchex Speech Analytics enables better phone leads with increased
opportunity for conversion.”
Marchex Speech Analytics leverages the company’s state of the
art, patent pending speech recognition and Call DNA® technology to
aggregate and analyze call data. Marchex Speech Analytics includes
innovative new dashboards and visual analytics to make it easier
for telesales teams to discern actionable insights. While call
analytics solutions have historically relied on raw data and log
files that marketers must manually categorize and interpret, the
data visualization features of Speech Analytics empower businesses
to quickly identify opportunities for retargeting, and recognize
areas for improvement. Specifically, the Marchex Speech Analytics
dashboards quantify key, value added elements such as lost
opportunities, high intent calls, agent script tracking, and
searchable transcripts.
“Many businesses rely on phone calls to drive sales. Whether
it’s a large call center or a distributed retail operation, one of
the most persistent challenges for companies is not being able to
uncover strategic and actionable insights from those calls,” said
Nikhil Kolar, VP, Product and Engineering Marchex. “With insights
that drive better agent performance, as well as actionable
intelligence from the phone call itself, marketers and operations
teams can now improve performance, fine tune campaigns, and turn
more callers into their best, most loyal customers.”
In addition, the Speech Analytics dashboards provide in-depth
metrics on references to the business’ specific products or
promotions, as well as variations in customer experience depending
on the day, time and location at which a call takes place. These
insights can also be used to improve conversion and customer
service, by revealing missed sales opportunities from common
customer experience challenges such as frustrated customers and
long hold times.
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, marchex.com/blog 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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Marchex, Inc.Investor RelationsTrevor Caldwell,
206-331-3600ir@marchex.comorMedia Inquiries:March
Communications617-960-8896Marchex@marchcomms.com
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