Marchex Profile
Marchex, Inc. (Marchex) operates as a conversational analytics and solutions company. The company helps businesses connect, drive, measure, and convert callers into customers, and connects the voice of the customer to their business. The company delivers data insights and incorporate AI-powered functionality that drives insights and solutions to help companies find, engage and support their customers across voice and text-based communication channels.
The company’s conversational intelligence platform that incorporates artificial intelligence (AI) functionality to help with sales engagement and marketing solutions and allows businesses to turn strategic insights into the actions that can drive their most valued sales outcomes. The company’s multichannel voice and text capabilities help enable sales and marketing teams to deliver the buying experiences that improves their customer experiences. Marchex provides its’ conversational intelligence solutions for market-leading companies in numerous industries, including several of the world’s most innovative and successful brands.
The company has assembled a set of tools for enterprises that depend on phone calls, texts and other communication channels to help convert prospects into customers, enabling compelling customer experiences during the sales process and helping maximize returns. The company’s proprietary data and conversational insights help enable brands to personalize customer interactions in order to accelerate sales and grow their business. The company serves large enterprises with a distributed local footprint that interact with their customers across multiple communication paths.
The company’s primary conversational intelligence product offerings are:
Marchex Call Analytics: Marchex Call Analytics is an analytics platform for enterprises that utilize inbound phone calls to drive sales, appointments and reservations. Businesses use this platform to understand which marketing channels, advertisements, search keywords, or other digital marketing advertising formats are driving calls to their business, allowing them to optimize their advertising expenditures across media channels. Additionally, the platform extracts real-time data and insights to measure the outcome of the calls and assess the return on investment for companies. The platform also includes technology that can block robocalls, telemarketers and spam calls to help save businesses time and expense. Marchex Call Analytics data can integrate directly into third-party marketer workflows, such as Salesforce, Eloqua, Adobe, Google, Kenshoo, Marin Software, Meta and Instagram, in addition to other marketing dashboards and tools. Customers pay the company either a fee for each call/text, for each call/text-related data element they receive, or for each phone number tracked based on pre-negotiated rates.
Marchex Call Analytics, Conversation Edition: Marchex Call Analytics, Conversation Edition is a product that can enable actionable insights for enterprise, mid-sized and small businesses. It incorporates machine- and deep-learning algorithms and AI-powered conversational analysis functionality that can give customers strategic, real-time visibility into representative company performance across customer interactions. The product includes customizable dashboards and visual analytics to make it easier for marketers, salespeople, and call center teams to realize actionable insights across a growing amount of call data.
Marchex Sales Engagement: The Marchex Sales Engagement suite of products incorporate AI-based functionality into each product, enabling businesses to understand customer conversations in phone calls and via text – in real-time and at scale – and helping them learn how to optimize the sales process in order to take the right actions to win more business. These sales engagement solutions can arm businesses with the data-driven intelligence they need to deliver on-demand and personalized customer experiences. Marchex Sonar Intelligent Messaging also provides a sales engagement solution for SMS text message-based conversations. Marchex Sales Enablement products include:
Marchex Engage: Marchex Engage combines Marchex AI and machine learning with conversational call monitoring and scoring services. The product can alert businesses when potential buyers hang up without making an appointment or purchase, or also when certain calls do not meet the business’ sales or customer service standards. Marchex Engage, through Action Lists, can identify in real-time when potential high-value customer prospects engaged in conversations with sales representatives are mishandled (in any number of ways) and can also give businesses the opportunity to re-engage immediately to capture these potentially lost opportunities, as well as avoid undesired customer experiences. In addition, it can give businesses a more complete picture of the in-bound opportunities they are missing, while also measuring the effectiveness and impact of capturing those opportunities through outbound engagement.
Marchex Spotlight: Marchex Spotlight is a product for corporate and regional managers that can provide conversation performance insights and trends measured against corporate benchmarks across a brand or network of distributed business locations. The conversational data analyses can provide critical sales insights and proactive observations that can help enterprises boost outcomes across national and regional sales organizations.
Marchex Engage for Automotive: This award-winning sales engagement product for automotive dealers unlocks the content of conversations with car buyers who have shown high purchase consideration and enables sellers to prioritize their best leads, deliver a better buying experience for consumers and take the right actions to sell more vehicles. Integration with leading dealer customer relationship manager systems (CRM) enables sellers both make outbound calls via click-to-call from within the CRM and automatically updating the system with enriched leads as they complete each inbound or outbound conversation. Marchex Engage for Automotive was the 2021 recipient of the Product of the Year award by the BIG Awards for Business and the Sales and Marketing Technology Awards.
Marchex Platform Services: Marchex Platform Services is an API-based, easy to integrate solution that allows businesses to add Marchex conversational intelligence to their existing workflows, enabling them to decode what happens in their conversations with customers. It uses the company’s conversation classification technology to deliver mission-critical conversation data for sales, customer engagement and marketing teams so they can take decisive action in the course of the customer journey when it matters most. Marchex Platform Services enables businesses to obtain Marchex’s AI-based functionality in Marchex’s conversational intelligence platform directly within their existing communications platforms.
Marchex Marketing Edge: Marchex Marketing Edge is a conversational analytics solution for marketers in enterprise, mid-sized and small businesses that depend on inbound phone calls to drive sales, appointments and reservations. The solution enables marketers to make data-driven decisions that improve marketing performance. Marketers can use this solution to understand which marketing channels, advertisements, search keywords, or other digital marketing advertising formats are driving calls to their business, enabling them to optimize their advertising expenditures across media channels. During 2021, Marchex Marketing Edge received the MarTech Best Marketing Attribution Solution award. In addition to call and text tracking, Marchex Marketing Edge also includes conversational intelligence technology that can automatically transcribe, redact and score calls. Marchex Marketing Edge seamlessly integrates with Marchex Engage so sales teams can be empowered to receive real-time text and/or email notifications when a caller showing high purchase intent ends a conversation without making an appointment or a purchase. Marchex Marketing Edge includes technology that can block robocalls, telemarketers and spam calls to help save businesses time and expense. Marchex Marketing Edge data can integrate directly into third-party systems, such as Google Ads, Google Analytics, Search Ads 360, Google Campaign Manager, Microsoft Advertising, Adobe, Kenshoo, Acquisio, Salesforce and HubSpot in addition to other marketing and chat offerings.
Text Analytics and Communications: Marchex Sonar Intelligent Messaging is a solution that enables sales, marketing and operations teams in businesses to engage in personal, two-way communications with field staff, prospects and customers via text/SMS messages at scale. Leveraging these communications can lead to significant increases in critical actions, customer engagement and sales conversions. The company’s solution is well positioned within a landscape of rising text-based communication between businesses and customers - according to a study done by Messagedesk, 76% of consumers already receive text messages from businesses and 39% of businesses are using text messaging to communicate with consumers.
Call Monitoring: Marchex provides businesses the ability to gain an unbiased view into every inbound or outbound call, ranging, from providing a call recording to offering services to create customized call performance scorecards, both of which can help businesses learn more about their customers and enhance service quality and customer satisfaction. Through these services, businesses can customize the insights they want in order to improve business practices and grow faster.
The company operates primarily in U.S. domestic markets.
Strategy
The key elements of the company’s strategy include innovating on conversational intelligence technology and solutions; supporting and growing the number of customers using its products and services; pursuing selective acquisition opportunities; evolving its business strategy; and developing new markets.
Information Technology and Systems
The company has a proprietary technology platform for the purposes of managing and delivering call and cost-per-conversational analytics and texting products and services to its partners. The company also combines third-party licenses and hardware to create an operating environment for delivering high quality products and services, with such features as automated online account creation and management process for customers, real-time customer support with both interactive and online reporting for customers and partners. The company employs commercially available technologies and products distributed by various companies, including Cisco, Dell, Oracle, Intel, AMD, Microsoft, and IBM. We also utilize public domain software such as Apache, Linux, MySQL, PostgreSQL, Java, Scala, and Tomcat.
The company’s technology platform is compatible with many systems used by its customers, enabling it to deliver call and cost-per-action analytics and texting products and services through mobile, online and offline sources in rapid response to user queries made through its customers at scale. The company continues to build and innovate additional functionality to attempt to meet the quickly evolving demands of the marketplace. The company devotes significant financial and human resources to improving its customer experiences by continuing to develop its technology infrastructure. The company’s servers and cloud-based services are configured for high availability and large volumes of call, mobile and texting based traffic and are located in leased third party facilities or deployed through cloud-based solution providers. Back-end databases make use of redundant servers and data storage arrays. The company also has standby servers that provide for additional capacity as necessary. The facilities housing the company’s servers provide redundant HVAC, power, and internet connectivity. As revenue grows and the volume of transactions and call, mobile and texting traffic increases, the company will need to expand its network infrastructure. Inefficiencies in the company’s network infrastructure to scale and adapt to higher call, mobile and texting traffic volumes could materially and adversely affect its revenue and results of operations.
The company continuously reviews ways to improve major aspects of its technology support and maintenance, including improving, upgrading, and implementing business continuity plans, data retention initiatives, and backup and recovery processes.
Seasonality
Historically, the company has experienced seasonality and that it will continue to do so. The company’s quarterly results have fluctuated in the past and its experience has shown that during the spring and summer months, call volumes in certain verticals, such as home services are generally higher than during other times of the year (year ended December 31, 2022). Further, during the latter part of the fourth quarter of the calendar year the company generally experience lower call volumes. Historically, the company has seen this trend generally reversing in the first quarter of the calendar year with increased call volumes and often new budgets at the beginning of the year for many of its customers with fiscal years ending December 31.
Competition
The company competes with call analytics technology providers, such as Twilio, Invoca, and Convirza as well as messaging platform providers, such as EZ Texting.
History
Marchex, Inc. was founded in 2003. The company was incorporated in the state of Delaware in 2003.
