Marchex Launches Major Enhancements to Industry-Leading Marchex Call DNA
May 03 2016 - 8:00AM
Business Wire
New features enable marketers to accurately and
securely identify which calls convert into sales and uncover
actionable insights from customer conversations.
Marchex (NASDAQ:MCHX), a mobile advertising analytics company,
today announced major enhancements to Call DNA, the first and only
automated solution for enterprises to fully analyze the customer
experience on a phone call. The new capabilities accurately and
securely identify conversations that end in a sale, reference a
specific product or reveal missed sales opportunities so marketers
can tune ad campaigns towards high-converting media channels and
uncover actionable insights that improve sales conversion
rates.
The new capabilities provide marketers a complete solution for
optimizing media that results in inbound phone calls. Its visual
map of a phone call, combined with highlighting key portions of
conversations removes a key blind spot for marketers responsible
for generating phone sales, Enterprise marketers have used Call DNA
with Marchex Search Analytics to improve return on paid search
advertising by more than 20%.
In addition to media optimization, enterprises can use Call DNA
in new ways to improve customer experience and sales conversion
rates. Built-in search identifies calls that are missed sales
opportunities from common customer experience challenges such as
frustrated customers and long hold times.
Call DNA’s new capabilities include:
- Transcription and Keyword
Spotting: Call DNA delivers full transcripts and keyword
spotting on every phone call so marketers optimize response to
callers and tune ad campaigns to drive calls with high conversion
potential. The new capabilities automatically identify
conversations that end in a sale, reference a specific product or
reveal missed sales opportunities.
- Highest Accuracy: Call DNA is
proprietary technology built in-house by an audio and speech
engineering team with experience building speech and audio
solutions for Apple, Microsoft and Dolby. The technology uses voice
stream pattern recognition and machine learning algorithms and is
trained on millions of consumer-to-business phone calls, not on
voicemails or consumer-to-consumer phone calls. Internal benchmarks
show that the transcription and keyword spotting features are 20%
more accurate than third-party vendor solutions.
- Built-In Security: Unlike
traditional call analytics providers that export call recordings to
third-party platforms or human listeners, Marchex is the only
solution built in-house for maximum accuracy and security. In
addition, Marchex retains all recordings and transcripts in its
secure data center and includes the ability to redact credit card
numbers from recorded phone calls before a transcript is
generated.
Initial users come from a wide variety of industries, including
auto service, telecommunications, professional services and
transportation. “Call DNA provides insights that automatically
identify the value of a call to our customers,” said Melissa
Sinclair, Lead Integrations Manager at Promax, an automotive
marketing services company. “The flexibility of the Marchex
platform enables solutions like ours to drive value at scale.”
“As the leading call analytics platform, our audio team is able
to train Call DNA on literally hundreds of millions of
conversations between businesses and consumers,” said Jason Flaks,
Director of Product Engineering at Marchex. “Our ability to
automatically identify new insights for businesses will improve as
our dataset grows, and we are continually releasing enhancements to
the product.”
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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Marchex, Inc.Investor Relations:Trevor Caldwell,
206-331-3600ir(at)marchex.comorMedia Inquiries:Marchex Corporate
Communications206-331-3434pr(at)marchex.com
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