Innovation

Marchex Uses Voice Analytics To Optimize Customer Calls

Marchex, a mobile advertising analytics company, has announced the launch of Marchex Speech Analytics, a solution that enables actionable insights allowing companies to better understand what is happening on inbound phone calls from consumers.

According to a press release, uncovering the intelligence and insights of these consumer calls can help enterprise and mid-sized companies optimize media spend and sales operations, driving more high-quality calls to their businesses and creating the opportunity to successfully convert more of those callers into customers.

The launch follows the release of the company’s Omnichannel Analytics Cloud solution in February, which enables marketers to identify the digital channels driving inbound phone calls, informing how media spend should be allocated across site, search, social media, display and video accordingly.

Speech Analytics features innovative new dashboards and visual analytics to make it easier for telesales teams to quickly identify opportunities for retargeting and recognize areas for improvement. Specifically, the dashboards quantify key, value-added elements, such as lost opportunities, high intent calls, agent script tracking and searchable transcripts.

“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 customers’ expectations. In short, Marchex Speech Analytics enables better phone leads with increased opportunity for conversion.”

In addition, the 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, which can then be used to improve conversion and customer service.

“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.”

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