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Marchex Launches Major Enhancements to Industry-Leading Marchex Call DNA
New features enable marketers to accurately and securely identify which calls convert into sales and uncover actionable insights from customer conversations.
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, Microsoftand 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
Marchexis the only solution built in-house for maximum accuracy and security. In addition, Marchexretains 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
“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
Please visit www.marchex.com,
on Twitter (Twitter.com/
Trevor Caldwell, 206-331-3600
Marchex Corporate Communications