Marchex listed as one of the eight vendors that matter most in The Forrester Wave™: Sales Engagement, Q3 2020
Forrester has included Marchex among top sales engagement vendors in its newly released research report. The report identifies the eight most significant vendors in the sales engagement market—the vendors that matter most—and helps sales leaders select the right one for their needs. Marchex was among the select companies that Forrester invited to participate in its Q3 2020 Forrester Wave.
This is the third appearance for Marchex in a premier analyst report this year. In April, Opus Research named Marchex the leading Conversational Intelligence solution provider in its Conversational Intelligence Intelliview research report. In May, Forrester recognized Marchex as a sales enablement automation vendor with a large market presence in its Now Tech: Sales Enablement Automation, Q2 2020 report that helps Forrester clients make highly informed decisions when selecting a strategic vendor.
In this Forrester Wave report, Forrester notes that Marchex reference customers view it as “a strategic partner that is in tune with their needs”.
“We believe that the inclusion of Marchex in this Wave evaluation validates what our customers already know—that conversation intelligence empowers their revenue teams to improve sales outcomes, deliver exceptional buying experiences and increase sales efficiency. Simply put, Marchex solutions help businesses grow by enabling better focus and performance with their most important asset—their customers.”
— Ryan Polley, Marchex Chief Product and Strategy Officer
Two Marchex Sales Engagement Solutions Evaluated
Forrester considered two key Marchex products in its evaluation. Both products facilitate sales with customer activity capture, workflows and automation.
Marchex Sales Edge
Marchex Sales Edge is a suite of sales engagement solutions that use conversation intelligence (CI) to support the buying process from beginning to end. Sales organizations can gain efficiencies from automations, get better outcomes by accessing the right data and signals at the right time, and provide frictionless buying experiences for their customers. For example, Marchex Sales Edge Rescue, the solution evaluated by Forrester for this report, uses AI and human validation to evaluate sales calls as they happen, identifies calls where an opportunity is missed and sends an action alert to a designated sales specialist to take next steps. The alert provides high-level call context, a link to the call recording if more detail is desired, and a link to the prospect’s callback number so the seller can take immediate action to save the sale.
Marchex Sonar is an intelligent mobile messaging solution that augments a business’ sales funnel with a two-way text channel. For multiple reasons with increasing importance, text response and engagement rates are often as much as five times higher than that of email. With intelligent automation, chat, workflows and CRM integration, Sonar streamlines inbound sales conversations early in the sales cycle and routes high-intent conversations to your sales team when a consumer decision is imminent. This automation can accelerate the sales cycle and allows sales staff to spend their time taking higher-value calls and closing deals.
Key Differentiators Among Vendors
According to Forrester, the digitization of the buying and selling process has dramatically accelerated because of hardships related to COVID-19. After reviewing 31 criteria in its evaluation, Forrester called out three key differentiators among vendors:
- Functionality and workflows
- Industry expertise
- Vision and a plan for AI
Vendor Inclusion Criteria
The eight vendors evaluated in the report all exhibit key characteristics including a focus on selling to businesses and core functionality that helps revenue teams create efficiencies by automating omnichannel touchpoints. Specifically, each vendor in the report:
- Provides functionality that automates repetitive manual tasks
- Receives at least 40 percent of its annual revenues from companies that sell to businesses
- Has significant interest from Forrester customers