Conversation Edition: Turn conversations into actionable insights

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Unlocking Conversations to Drive Better Customer Experiences

Most companies today don’t have a problem with a lack of data, but they do have a problem turning all their data into actionable insights.

With AI-enabled speech analytics technology, now anyone in your organization can analyze data points across business conversations – allowing you to reduce errors from manual review and do things in seconds that previously would take hours, days, or even weeks.

You can utilize these customer insights to make smarter decisions about your digital marketing strategies, call handling best practices, mystery shopping and more.

Lost Opportunities
Quantify business conversations with customers who were left stranded, hung up on or transferred
High Intent
Automatically identify which callers are showing a propensity to buy and measure the economic impact
Conversation Search
Get a search engine for all of your calls, so you can easily search conversations to improve marketing, advertising, and sales programs

Sentiment Analysis
Identify potential customer churn before it happens by analyzing conversations by caller sentiment
Agent Script Tracking
"Auto-pilot” your mystery shopping, identify high-performing sales agents and leverage their best practices to increase close rates
Secure Redaction
Ensure security with automatic removal of credit card and social security numbers from call audio and transcripts

More reliable than IBM Watson (Source: Gigaom)

Gigaom called Conversation Search “one of the most impressive features offered by Marchex,” surpassing IBM Watson in terms of accuracy. Conversation Search represents Marchex’s high-quality standard of providing reliable phone conversation transcripts in real-time.

Hear from our customers

When General Motors rolled out Marchex Speech Analytics, we were amazed at the insights it provided. We are using this product every day to better understand our sales agent behaviors and to improve our customers’ buying experience.

Jim Bechtell
VP & GM at Somerset Buick GMC Inc.

See what our customers are saying about Marchex

G2 Crowd Reviews

Kat R.

Already Recommended - Y'all make life easy

"Affordable. Easy to use. Customer Service is better than any other. I've always had prompt help. Staff is knowledgeable and easy to understand. AND THE CALL DNA!! When you got that, it was SO GREAT to visually be able to hop around calls, see how many rings we take to answer, and more. Really great stuff."

02/20/18
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Jason M.

Director of Digital Marketing

Best in Class

"DNA transcription service is fantastic."

04/07/2017
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Mike P.

Principal at MPPM Consulting

Simplicity

What do you like most about Marchex? "Easily navigate reports, call recordings. I appreciate their Call DNA and prevention of autodialers"

04/04/2017
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Aaron L.

Chief Technology Officer at Potenza Inc.

Sophisticated, reliable call tracking technology

"The call DNA feature is a fantastic visualization for our client which helps them better understand how incoming call leads are being managed (or mismanaged) by their support staff."

04/07/2017
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Agency in Insurance

Marchex is very user friendly.

"Marchex allows me to identify sales agents missed opportunities. Once identified I have other agents call out customers to 'save the deal.'"

08/15/2017
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