Business VoIP Featured Article

Marchex Deliver New Speech Analytics Release, Dashboard

March 23, 2018

By Paula Bernier, Executive Editor, TMC

Call analytics company, Marchex has unveiled a new dashboard that delivers actionable customer insights with ease.

“Customers have told us that they would benefit from a customizable dashboard that enables them to view the most business-critical information up front,” said Jason Flaks, senior director of product and engineering, speech analytics at Marchex. “The new Executive Overview Dashboard gives business leaders strategic, real-time visibility into company performance based on deep learning algorithms and AI-powered conversation analysis functionality.”

The dashboard features a call breakout and tables, a leaderboard, a time-of-day chart, and a trend chart.

The call breakout identifies calls likely to involve either very happy or very unhappy customers. The call tables provide a single view of all speech signals and their relationship to marketing and sales metrics.

The leaderboard shows who’s at the top and bottom in terms of sales performers. And it provides key performance indicators like percentage of deals closed, and cross-sell and upsell conversions.

The time-of-day chart consolidates information about customer conversations. And chart users can click to get information by the day or hour. The trend chart highlights customer calls defined as having high buying intent or churn potential.

However, this multi-featured dashboard is just part of what’s new with the latest release of Marchex Speech Analytics. The new release of this product also improves data management, sales performance, and user adoption. It features client match back data, which maps sales results to specific campaigns for better ROI. And it enables users to implement custom lost opportunity parameters to show where customers are churning on the phone.

Marchex introduced Marchex Speech Analytics in April of last year. To date, this solution has been used to analyze about 100 million calls and more than 400 million minutes.

Edited by Mandi Nowitz


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