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1、MARTECH INTELLIGENCE REPORTT E N T H E D I T I O NENTERPRISECALLANALYTICSPLATFORMS:A MARKETERS GUIDEThe Conversation Intelligence LeaderBetter Experiences.More Conversions.Higher Revenue.Schedule a free demo at every digital touchpoint and human interaction with the leading conversation intelligence

2、 solution for marketing,sales,eCommerce,and customer experience teams.For eCommerceUnderstand why and when consumers reach out for buying assistance to improve digital conversion rates.For Customer ExperienceDeliver exceptional customer experiences and boost revenue with visibility into the digital-

3、to-conversation customer journey.Marketing Calls8,490High-Intent Shoppers3955Test Drives Booked2047Conversion Rate24%For MarketingMultiply the impact of your marketing performance by connecting every consumer conversation to the digital journey.For SalesAutomatically score agent interactions and ena

4、ble remote coaching to improve close rates,reduce compliance risk,and make the most out of every sales opportunity.2023 Third Door Media,Inc.2 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideScope and methodology.3Call analytics market overview.4Fig

5、ure 1:Customers preferred engagement channels.4Figure 2:Growth in U.S.smart speaker ownership.5The importance of call data to first-party data strategies.5Call analytics platforms enable an expanding set of use cases.6Consolidation marks mature vendor market.7Table 1:Selected call analytics platform

6、 vendors.7Call analytics platform capabilities.8Multi-touch attribution(MTA).8AI-based conversation analytics.8Intelligent call qualification/scoring/routing.9Native social analytics integration.9Chat and messaging integrations and analytics.9Data privacy compliance.9Third-party software integration

7、.9Table 2:Selected call analytics platform capabilities.10Choosing an enterprise call analytics platform.10The benefits of using enterprise call analytics platforms.10Enterprise call analytics platform pricing.11Recommended steps to making an informed purchase.11Step One:Do you need an enterprise ca

8、ll analytics platform?.11Step Two:Identify and contact appropriate vendors.13Step Three:Scheduling the demo.13Step Four:Check references,negotiate a contract.15Conclusion.16Vendor profiles.17CallRail.17CallTrackingMetrics.20Convirza.23Infinity.25Invoca.28Iovox.32Marchex.34Nimbata.37Ringba.40WhatConv

9、erts.42Table of Contents 2023 Third Door Media,Inc.3 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideScope and methodologyThis report examines the current market for enterprise call analytics platforms and the considerations involved in implementing

10、 this technology.This report answers the following questions:What trends are driving the adoption of enterprise call analytics platforms?Does my company really need an enterprise call analytics platform?What capabilities do enterprise call analytics platforms provide?Who are the leading players in e

11、nterprise call analytics?How much do call analytics platforms cost?For the purposes of this report,the term“enterprise call analytics”describes software that manages the inbound phone channel(including both landlines and mobile phones),from assigning call tracking numbers to measuring,monitoring,ana

12、lyzing and reporting the resulting caller data and campaign results.Enterprise call analytics platforms provide call tracking,recording,conversational analytics and routing.They also feature attribution tools to enable these functions.This report is for marketers seeking to optimize inbound phone ca

13、lls,rather than those looking to create operational efficiencies in the call center.If you are considering licensing an enterprise call analytics platform,this report will help you decide whether or not you need to.The report has been completely updated to include the latest industry statistics,deve

14、loping market trends and platform updates.This report is not a recommendation of any call analytics company and is not meant to be an endorsement of any particular product,service or vendor.None of the vendors profiled have paid to be included in this report.Vendors were selected based on their role

15、s as industry leaders in enterprise call analytics or because their entire revenue stream comes from enterprise call analytics software and related services.Enterprise call center systems that focus on operational efficiency and are offered by vendors such as Alvaria,Calabrio and Talkdesk are beyond

16、 the scope of this report.Our purpose is to look at pure-play call analytics platforms for large and mid-size enterprises,with a particular eye toward how they are managing and monetizing inbound phone calls.To prepare this report,Third Door Media conducted numerous in-depth interviews with leading

17、vendors and industry experts between September and November of 2022.These,in addition to third-party research,form the basis for this report.Editorial Adviser:Kim Davis,Editorial Director,MarTech,Third Door MediaEditor:Pamela Parker,Research Director,Content Studio,Third Door MediaResearch/Writer:Ka

18、ren Burka,Senior Research Consultant,Third Door MediaFind out what makes your phone ring with Call TrackingUnderstand and optimizeyour marketingTrusted by more than200,000 businesses “Were able to track,analyze and improve on a call-by-call basis.And were able to understand,on a campaign level,which

19、 lead source is really working for us.”Adam Leech,General Manager,Elmar ServicesMatch all your inbound calls to online or ofline marketing campaigns,granting immediate visibility and validation into which strategies are driving leads and which are not.With this powerful data in hand,you can maximize

20、 conversion rates,refocus your marketing budget,and enhance your lead generation strategies.Our customers have ranked CallRail#1 on G2 for 15 straight quarters and given us thousands of 5-star reviews across the web.Its all thanks to our ease of use,robust attribution and analysiscapabilities,and fo

21、cus on accurate,secure data.If you want to be confident youre investing in the right marketing strategies,you need CallRail.Ready to get started with Call Tracking and see ROI skyrocket?2023 Third Door Media,Inc.4 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Ma

22、rketers GuideAI-driven devices like smart speakers and virtual assistants(often used via smartphones)are helping to increase the volume of mobile calls to businesses.Call analytics market overviewThe phone call has become the most popular engagement channel for a majority of U.S.customers,leapfroggi

23、ng email over the past two years,according to Salesforces State of the Connected Customer report(see Figure 1).Even as customers increase their use of multiple channels to research and buy products and services,the telephone particularly the smartphone has solidified its role in the purchase journey

24、.Figure 1:Customers preferred engagement channelsPhoneEmailIn personOnline chatMobile appMessenger appSocial mediaText/SMS32%26%38%27%42%28%21%20%19%20%44%46%54%57%65%59%20222020Source:Salesforce State of the Connected Customer Report,5th EditionA Google/Ipsos study found that 60%of smartphone users

25、 contacted businesses directly using search results,such as a click-to-call option on a search engine results page(SERP).Others follow up by manually making phone calls to businesses they find on search engines,especially in retail verticals,according to Locology,the organization formerly known as t

26、he Local Search Association.AI-driven devices like smart speakers and virtual assistants(often used via smartphones)are also helping to increase the volume of mobile calls to businesses.Besides allowing users to make phone calls directly,they also connect to technologies like Google Duplex,which all

27、ows an AI assistant to call businesses on a users behalf to perform tasks like making dinner reservations,buying movie theater tickets or checking the inventory status of in-demand products.Interactions like these are likely to increase as smart speaker ownership grows and users adopt new capabiliti

28、es.The number of smart speaker owners in the U.S.has risen to an estimated 100 million adults in 2022,according to the 2022 Smart Audio Report published by NPR and Edison Research.2023 Third Door Media,Inc.5 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketer

29、s GuideCall data fills a critical gap between offline and online channel data,particularly as digital marketers lose access to third-party cookies on the web.The percentage of adult Americans who own a smart speaker rose from 16%in 2017,the first year the study was conducted,to a projected 35%in 202

30、2,representing a cumulative increase of 119%(see Figure 2).Figure 2:Growth in U.S.smart speaker ownership200202026%27%32%35%2025303540021%18%Source:2022 Smart Audio Report published by NPR and Edison ResearchIn addition to this emerging channel,other conversational platforms li

31、ke chatbots and messaging apps facilitate data-rich interactions between businesses and their customers.Eighty-five percent of marketers believe inbound calls are a key component of their organizations digital-first strategies,according to Forrester Research.In addition,84%of marketers report that p

32、hone calls convert at a higher rate and with larger average order sizes when compared to other engagement channels.And there are plenty of those phone calls occurring.More than 80 million calls are driven directly from Google Search ads each month,according to Googles internal data from 2019.(The co

33、mpany has not released more recent figures.)The importance of call data to first-party data strategiesPhone calls offer businesses the opportunity to provide lower-funnel prospects with fast answers,connections to real people and the detailed information needed for high-consideration purchases such

34、as insurance,automobiles and real estate.The conversations that occur also provide valuable insights into caller wants and needs.Marketers that are able to mine phone calls for keywords spoken,caller intent and conversions can make important connections between phone calls and the digital campaigns

35、that drive them.Call data fills a critical gap between offline and online channel data,particularly as digital marketers lose access to third-party cookies on the web.Google plans to phase out third-party cookies in its Chrome browser in late 2024.Apple already disabled IDFA,its mobile identifier fo

36、r advertisers,and it requires iPhone users to opt-in to sharing their identity with Apple advertisers.As a result,first-party data is becoming integral to targeted,data-driven marketing strategies.Winterberry Group found that 60%of marketers surveyed plan to step up their use of first-party customer

37、 data in response to third-party cookie deprecation.Using first-party data as a foundation for more targeted,personalized marketing enables brands to exercise greater control over customer data,a critical consideration as more companies adopt a 2023 Third Door Media,Inc.6 https:/martech.orgMARTECH I

38、NTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideCall analytics platforms have become essential tools for identifying and activating the rich data hidden in the growing volume of inbound calls.privacy-first strategy in response to increasing regulation.In addition to the Europ

39、ean Unions General Data Protection Regulation(GDPR),the California Consumer Privacy Act(CCPA)gives consumers the right to“opt out”of the sale of their data.The update to this state legislation,known as the California Privacy Rights and Enforcement Act(CPRA),takes effect in January 2023 and more expl

40、icitly allows consumers to opt out of the sharing of their data for“cross-context behavioral advertising.”Marketers in the healthcare vertical also must comply with the Health Insurance Portability and Accountability Act(HIPAA)and Health Information Technology for Economic and Clinical Health(HITECH

41、)regulations.Call analytics platforms enable an expanding set of use cases Call analytics platforms have become essential tools for identifying and activating the rich data hidden in the growing volume of inbound calls.Call analytics platforms track both online and offline leads,following a call fro

42、m its source(i.e.,website,social media or click-to-call search or display ads)to a sales representative(i.e.,based on geographic location or product line and on to a conversion or lack thereof).Platform vendors are finding that their key value propositions tracking calls,analyzing conversations and

43、attributing conversions to marketing campaigns also can be applied to conversations held on Zoom and other virtual meeting platforms.In fact,advances in AI and machine learning are leading to more sophisticated call analytics platform use cases,including the following:First-party database-building:T

44、he ongoing deprecation of third-party cookies in web-based media and the growth of walled gardens and other privacy-safe data environments,means first-party data sources,such as phone calls,have become more valuable in brand efforts to build customer databases that are compliant with an array of reg

45、ulations.Call analytics platforms facilitate the scaled collection and analysis of caller data.Multi-touch attribution(MTA):Call analytics platforms provide online-to-offline attribution across media channels,helping marketers understand the role that each customer touchpoint plays in a conversion.T

46、he result is more efficient resource allocation and more relevant messaging based on customer preferences.Marketing campaign optimization:Call analytics platforms connect calls to the search keywords,social display ads or webpages that drove them.Marketers can use unique phone numbers for each websi

47、te visitor to understand which pages and elements are leading to the highest quality calls,as well as which ones are causing visitors to leave.Call data,including demographics,product interests and buying stage,can also be used to optimize search bids or make on-the-fly changes to campaign messaging

48、 and creative.Audience segmentation and targeting:Call analytics platforms record and transcribe calls,then apply AI-based models to the results to determine the characteristics of high-performing callers or leads.Using the data,marketers can build personas or look-alike audiences for new campaigns.

49、Personalized,intelligent lead routing:Call analytics platforms use machine learning to score and route calls based on factors including call source,geography,demographics,purchase history or intent.Tools such as whisper messages arm sales reps with known customer information that personalizes the ca

50、ller experience.Sales rep coaching and development:Many call analytics platforms include automated sales performance and evaluation tools to provide scoring/grading systems,script optimization and real-time alerts that flag lost opportunities.Integrations with chat applications and SMS messaging:Lik

51、e phone calls,online chat and messaging are key channels for customers to interact with businesses.A growing number of call analytics platforms are applying conversational analysis to popular messaging apps as well as site-specific chat and SMS.2023 Third Door Media,Inc.7 https:/martech.orgMARTECH I

52、NTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideConsolidation marks mature vendor market The U.S.call analytics platform market continues to consolidate,as vendors use mergers and acquisitions to expand their capabilities and target vertical markets.After receiving a$56 milli

53、on investment in January 2021,CallRail purchased call tracking software company PhoneWagon five months later(see Table 1).In May 2022,Iovox announced its acquisition of CallSources Marketplaces division,including its automotive and real estate customers.Invoca raised$83 million in equity financing i

54、n June 2022,and laid out plans to use the proceeds to accelerate product development through both organic and external growth.Since November 2021,Invoca has launched several targeted conversation intelligence solutions for multi-location and franchise brands.Other vendors are divesting assets in an

55、effort to position their platforms as best of breed within a narrower slice of the call analytics market.In September 2021,CallSource shed its automotive division,selling it to CallRevu,a call management solutions provider specifically focused on the automotive industry.Marchex sold its Local Leads

56、and Call Marketplace products at the end of 2020,in an effort to focus the business on AI-driven conversational analytics and sales engagement solutions.To that end,the company introduced Marchex Conversation DNA in March 2022,which enables voice and text conversation decoding,scoring,categorization

57、 and signal delivery.Table 1:Selected call analytics platform vendorsVendorFoundedNo.of employeesFinancialKey verticalsCallRail2011300+$56M from Sageview Capital and Leaders Fund(1/2021)Acquired NY-based PhoneWagon(5/2021)Automotive,financial services,healthcare,home services,legal services,real est

58、ateCallTrackingMetrics201070Privately heldAutomotive,education,financial services,healthcare,home services,legal services,real estate,travel/hospitalityConvirza2001(LogMyCalls)40$29M total fundingAutomotive,financial services,healthcare,home services,legal services,real estate,travel/hospitalityInfi

59、nity2010170Privately held Acquired ResponseTap(9/2021)Automotive,communications,financial services,leisure,healthcare,education,professional services,technology,real estate,utilitiesInvoca2008400+Acquired DialogTech 6/2021$184M total funding,including$83M in equity financing(6/2022)Automotive,health

60、care,financial services,home services,telecommunications,traveliovox200750Acquired CallSources media business(5/2022)Automotive,financial services,healthcare,hospitality,real estateMarchex2003260+Publicly held(NASDAQ:MCHX)Automotive,education,financial services,healthcare,home services,real estate,t

61、ravelNimbata201324Privately heldAutomotive,education,financial services,healthcare,manufacturing,professional services,real estate,travel/tourismRingba201533Privately heldFinancial services,healthcare,home services,legal servicesWhatConverts201526Privately heldAutomotive,education,financial services

62、,home services,medical/wellness,legal services,manufacturing,real estate,travel/hospitalitySource:Enterprise Call Analytics Platforms,a MarTech Intelligence Report,Third Door Media,Inc.2023 Third Door Media,Inc.8 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Mar

63、keters GuideCall analytics technology has evolved from providing basic analytics to providing“conversation intelligence”based on AI-driven algorithms that extract and predict caller intent,and measure caller tone,sentiment and emotion.Call analytics platform capabilitiesThe call analytics platforms

64、profiled in this report offer a core set of capabilities focused on call tracking,recording,scoring and routing,as well as fraud prevention.Dynamic number insertion(DNI)is used to enable marketers to assign unique phone numbers to different digital marketing campaigns in order to track the source of

65、 an inbound call.When a consumer clicks through to a site from an online ad,DNI technology displays the phone numberthats unique to the specific search engine,webpage,keyword or other source.Vendors offer DNI by call source,online session or URL.The ubiquity of mobile calls to businesses has led to

66、increased demand for local numbers or extensions that are dynamically generated based upon the consumers location,without jeopardizing the accuracy of name-address-phone(NAP)information for SEO purposes.Call fraud prevention is another important feature,as automated dialers,fax machines and even com

67、puter programmers can hack into carrier networks to fraudulently inflate call volumes and revenue for pay-per-call services.In response,vendors have developed proprietary call fraud detection and prevention tools that identify,monitor and block suspicious call patterns and routes.Vendors begin to di

68、fferentiate their platforms by offering more advanced capabilities,often requiring additional investment,which include but are not limited to the following:Multi-touch attribution(MTA);AI-based conversation analytics;Intelligent lead qualification,scoring and routing;Native social analytics integrat

69、ion;Chat and SMS integration/analytics;Data privacy compliance;and Third-party software integration.The following section discusses each of these capabilities and the key considerations involved in choosing an enterprise call analytics platform(see Table 2).Multi-touch attribution(MTA)All of the cal

70、l analytics platforms profiled in this report offer some level of call tracking that enables users to attribute the source of a call back to a specific ad(either digital or offline),keyword or webpage.By tracking inbound calls from their sources,call analytics platforms provide an important link bet

71、ween online and offline channels,and allow marketers to more accurately measure the ROI of their multichannel marketing campaigns.Some vendors are offering more sophisticated attribution tools that can identify call sources beyond search including QR codes,mobile apps and native social or display ad

72、s that dont include a click-to-call button.The goal is to more effectively allocate spending across marketing channels,and establish a more accurate link between digital campaigns and offline conversions.AI-based conversation analyticsCall analytics technology has evolved from providing basic analyt

73、ics to providing“conversation intelligence”based on AI-driven algorithms that extract and predict caller intent as well as measuring caller tone,sentiment and emotion.AI is increasingly being applied to analyze and“spot”keywords,phrases and speech patterns for positive or negative signals of convers

74、ion intent.These signals can also include the length of time a caller speaks versus how long the sales rep speaks.Many call analytics platforms use a variety of natural language processing(NLP)and machine-learning algorithms to automatically qualify calls and score leads.The results can be used imme

75、diately to help sales reps on the call by using whisper messages heard through the reps headset to influence call outcomes.The data can also be used post-call to feed CRM systems and trigger nurturing campaigns.2023 Third Door Media,Inc.9 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call

76、 Analytics Platforms:A Marketers GuideIntelligent call qualification/scoring/routingMachine learning-based or“intelligent”lead qualification,scoring and routing systems are used to optimally route a call to the rep or location most qualified to close a sale or other conversion action(i.e.,make an ap

77、pointment).These types of scoring and routing tools automatically qualify and distribute calls to the appropriate sales reps or departments based on variables such as caller source(i.e.,website,social media,search ad),geography,demographics(i.e.,age,gender,income)or intent.Some of the tools used in

78、intelligent call scoring and routing include interactive voice response(IVR),which prequalifies callers before they are routed to a rep through a short series of automated questions,and whisper messages that alert reps to relevant caller data before they pick up the call.Calls can be tracked through

79、 the system to follow conversions and other qualifying events.Native social analytics integration Call analytics platform vendors are leveraging growth in native social advertising and click-to-call to more seamlessly integrate social media with call analytics.Some of the vendors profiled in this re

80、port offer Facebook,Instagram and Snapchat call tracking to attribute calls back to social media ads.Several vendors also use Facebooks offline conversion API to integrate their call data directly into Facebook ad campaigns through the Facebook Ads Manager.Chat and messaging integrations and analyti

81、csChat applications,including mainstream messengers like Facebook Messenger and WhatsApp along with chat functionality on websites,have become key channels for customer service and pre-sales inquiries.Additionally,many such interactions are now enabled by SMS.Some call analytics platform vendors inc

82、orporate connections and data gathering from these sources to give marketers a more holistic view of customer interactions and sentiments.Data privacy complianceCall data privacy continues to be a priority,particularly for call analytics platform vendors that serve businesses in the healthcare and f

83、inancial services markets,which must comply with HIPAA and HITECH regulations,as well as the Payment Card Industry Data Security Standards(PCI DSS),a set of security standards designed to ensure that companies that accept,process,store or transmit credit card information maintain a secure environmen

84、t.U.S.-based marketers with European prospects or customers are subject to the European Unions GDPR;brands with customers who are California residents must also adhere to the CCPA and,beginning in January 2023,its more stringent replacement,the California Privacy Rights and Enforcement Act(CPRA).The

85、se regulations are driving an expanded brand focus on data governance.The majority of call analytics platform vendors profiled in this report comply with CCPA and GDPR and have clear policies for consumer consent on how their data is used.Several vendors use security measures such as data encryption

86、 and two-factor authentication.Third-party software integrationIntegrating call analytics platform data into martech and adtech software systems has become essential to creating a unified view of callers,webpage and store visitors,prospects and customers.Many vendors have expanded the number of nati

87、ve integrations available with SEO,PPC,DSP,CRM and marketing automation systems,as well as their platform connectivity with social media,Google,Bing,analytics tools,affiliate marketers and digital agencies.Most of the vendors profiled in this report also offer APIs to facilitate importing and export

88、ing third-party data from external marketing and advertising systems.Access to these APIs is not always included in base pricing.Integrating call analytics platform data into martech and adtech software systems has become essential to creating a unified view of callers,webpage and store visitors,pro

89、spects and customers.2023 Third Door Media,Inc.10 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideChoosing an enterprise call analytics platformThe benefits of using enterprise call analytics platformsCall tracking and analytics play a vital role in

90、 bridging the gap between online and offline channels,leading to more efficient marketing resource allocation and improved sales staff effectiveness.The specific benefits of using an enterprise call analytics platform include but are not limited to the following:Improved multi-touch attribution.By u

91、sing DNI to track inbound calls to their source,call analytics platforms establish the link between inbound calls and online search,display,social or email campaigns.The data can be fed into attribution models for greater accuracy.More unified customer view.Integrating call analytics data with CRM,m

92、arketing automation,tag management and other martech or adtech systems provides the enterprise with a more complete view of each prospect and customer enabling more relevant,personalized marketing.Optimized marketing campaigns.Inbound calls can be tracked to their marketing source at the keyword,ses

93、sion,campaign or channel levels,and followed through the conversion funnel to identify the most profitable sources.Campaigns can then be optimized to focus on the messages and sources that attract the highest quality calls.Table 2:Selected call analytics platform capabilitiesVendorMulti-touch attrib

94、utionAI-basedconversation analyticsIntelligent call qualification/scoring/routingNative social analytics integrationChat/messaging integration/analyticsData privacy complianceThird-party softwareintegrationNativeAPICallRail44444GDPR,HIPAA44CallTrackingMetrics44444CCPA,GDPR,HIPAA,HITECH,PCI DSS,PIPED

95、A44Convirza44488HIPAA,PCI DSS44Infinity44448CCPA,GDPR,HIPAA,PCI DSS44Invoca44448CCPA,GDPR,HIPAA,PCI DSS44iovox44444CCPA,GDPR,HIPAA44Marchex44444CCPA,HIPAA44Nimbata48444CCPA,GDPR44Ringba48448GDPR,HIPAA,PCI DSS44WhatConverts48444GDPR,HIPAA,PCI DSS44Regulatory abbreviations as follows:California Consum

96、er Privacy Act=CCPA;General Data Protection Regulation=GDPR;Health Insurance Portability and Accountability Act=HIPAA;Health Information Technology for Economic and Clinical Health=HITECH;Payment Card Industry Data Security Standards=PCI DSS,Personal Information Protection and Electronic Documents A

97、ct=PIPEDA(Canada).Source:Enterprise Call Analytics Platforms,a MarTech Intelligence Report,Third Door Media,Inc.2023 Third Door Media,Inc.11 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers Guide Smarter marketing resource allocation.Understanding which a

98、ds,keywords and webpages drive the most profitable calls leads to more informed marketing and media spend decisions.Increased sales staff productivity.Tools such as IVR and intelligent call routing send high-value leads to the right agents or locations to close sales more efficiently.Call analytics

99、can also reveal inefficiencies that,when improved,can boost key metrics such as lost opportunities.Better sales performance.Call analytics platforms record and analyze inbound calls to identify which agents and sales techniques close the most sales.Training can be provided to improve results,where n

100、ecessary.Whisper messages help agents customize their approaches based on known customer information during calls.Enterprise call analytics platform pricingLicensing an enterprise call analytics platform can be a significant investment,particularly for multi-location and enterprise brands with thous

101、ands of locations and/or multichannel marketing strategies.The average annual cost for an enterprise customer among the vendors profiled in this report varies widely,from several hundred dollars to several hundred thousand dollars,depending on the volume of call numbers needed and the volume of call

102、s generated.Not every enterprise call analytics vendor requires an annual contract.There may be pricing incentives for longer-term contracts,but several vendors allow customers to pay month-to-month.Virtually all enterprise call analytics platforms are licensed on a software-as-a-service(SaaS)basis,

103、i.e.,the vendor makes the software available online and is responsible for all maintenance and system administration.Pricing is largely based on usage the number of call tracking numbers and call minutes used each month.Depending on the vendor,there may also be fees for onboarding,custom integration

104、s and training.Several call analytics vendors position their platforms as all-inclusive with few additional costs;other vendors present a la carte modular product suites.Recommended steps to making an informed purchaseUnderstanding your current marketing processes,knowing how to measure success and

105、being able to identify where you are looking for improvements are all critical pieces of the enterprise call analytics decision-making process.The following section outlines four steps to help your organization begin that process and choose the call analytics platform that is the right fit for your

106、business needs and goals.Step One:Do you need an enterprise call analytics platform?Deciding whether or not your company needs an enterprise-level call analytics platform calls for the same evaluative steps involved in any software adoption,including a comprehensive self-assessment of your organizat

107、ions business needs,staff capabilities,management support and financial resources.Use the following ten questions as a guideline to determine the answers.1.Are we optimizing inbound phone calls as a sales or lead-generating channel?The phone continues to play an integral role in customer communicati

108、ons,particularly as more consumers work and shop from home.A Google/Ipsos study found that 60%of smartphone users have used click-to-call capabilities to connect with a business.Licensing an enterprise call analytics platform can be a significant investment,particularly for multi-location and enterp

109、rise brands with thousands of locations and/or multichannel marketing strategies.2023 Third Door Media,Inc.12 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideCall analytics platforms use AI-and machine learning-based speech analytics and natural lan

110、guage processing to provide robust insights into call quality,particularly around caller sentiment,tone and intent.2.How much of our revenue(if any)do we attribute to inbound phone leads?If the revenue you are already attributing to inbound calls is greater than the cost of the platform,then it make

111、s sense to invest in one.For example,if you are in the automotive,financial services or telecom industries,your customers have a high propensity to use the phone to qualify“considered purchase”decisions.3.What is our process for analyzing inbound phone conversations?What kind of data can we pull out

112、 of calls?Call analytics platforms use AI-and machine learning-based speech analytics and natural language processing to provide robust insights into call quality,particularly around caller sentiment,tone and intent.4 What call analytics capabilities does our organization need?Prioritize the availab

113、le call analytics features based on your most pressing business needs.For example,do you need to get started with basic call tracking data?Or send reports to clients(if you are an agency)?Are call conversions,missed opportunities or other in-call metrics most important?Or are pre-call tools,such as

114、intelligent IVR and call routing more critical to your goals?The answers will help your organization choose a vendor that can help you meet your goals.5.Who will use the platform?At what level in the organization will it be managed?C-suite buy-in and appropriate staffing are crucial to the effective

115、ness of any call analytics platform.Increasingly,martech platforms such as call analytics are being managed by the CMO and not the CTO or CIO.In either case,without the proper resources in place,the platform can end up becoming an expensive reservoir of untapped data with unfulfilled potential to in

116、crease revenue and improve your customer experiences.6.How much training will we need?Different platform vendors provide different levels of customer service from self-serve to managed services and strategic consulting services.Its important to have an idea of where you fall on the spectrum before i

117、nterviewing potential partners.Training is essential.If your organization chooses not to hire internal staff,then consider whether you need to use a certified platform partner to effectively use the system.7.Can we successfully integrate a call analytics system with our existing martech or adtech st

118、acks?Many enterprises work with different partners for email,e-commerce,CRM,social media,paid search,SEO and display advertising.Investigate which systems the call analytics vendor integrates with whether natively or via API and find out if they offer seamless reporting and/or execution capabilities

119、 with them.8.What are our reporting needs?What information do your marketing managers,salespeople,customer support teams and IT departments require to improve decision making?You want to know the specific holes in your current reporting that will be filled by additional functionality and,more import

120、antly,you want to be sure that the extra information derived from call data will drive better decisions.9.What is the total cost of ownership?Enterprise call analytics platforms use on-demand pricing,meaning customers pay a monthly subscription fee that will vary by usage.The majority of vendors pro

121、filed in this report charge for both phone numbers and minutes.Some have platform and onboarding fees,and some do not.Examine your feature requirements closely,as modular pricing models mean vendors vary in their inclusion of some features as standard or add-ons.2023 Third Door Media,Inc.13 https:/m

122、artech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideThe most effective RFPs only request relevant information and provide ample information about your brand and its call analytics needs.10.How will we define success?What KPIs do we want to measure and what deci

123、sions will we make based on call data?Set your business goals for the call analytics platform in advance to be able to benchmark success later on.Without them,justifying the expense of the platform or subsequent marketing campaigns to C-suite executives will be difficult.Step Two:Identify and contac

124、t appropriate vendors Once you have determined that a call analytics platform makes sense for your business,spend time researching individual vendors and their capabilities by doing the following:Make a list of all the call analytics capabilities you currently have,those that you would like to have

125、and those that you cant live without.This last category is critical and will help you avoid making a costly mistake.Take your list of capabilities and then do some research online and by networking with current call analytics platform users.Many of the vendors profiled in this report provide whitepa

126、pers and interactive tools that can help.Narrow your list down to those vendors that meet your criteria.Submit your list of the call analytics capabilities youve identified and set a timeframe for them to reply.Decide whether or not you need to engage in a formal RFI/RFP process.This is an individua

127、l preference,however,be sure to give the same list of capabilities to each vendor to facilitate comparison.The most effective RFPs only request relevant information and provide ample information about your brand and its call analytics needs.It should reflect high-level strategic goals and KPIs.For e

128、xample,mention your companys most important KPIs and how you will evaluate the success of your call analytics efforts.Include details about timelines and the existing digital technology you have deployed.When written properly,an RFP will facilitate the sales process and ensure that everyone involved

129、 on both sides comes to a shared understanding of the purpose,requirements,scope and structure of the intended purchase.From the RFP responses,you should be able to narrow your list down to three or four platforms that youll want to demo.Step Three:Scheduling the demoSet up demos with your short lis

130、t of call analytics vendors soon after receiving the RFP responses,to help make relevant comparisons.Make sure that all potential internal users are on the demo call and pay attention to the following:4 How easy is the platform to use?4 Does the vendor seem to understand our business and our marketi

131、ng needs?4 Are they showing us our“must-have”features?The questions to ask each vendor on the following topics include:Phone numbers4 Do you offer both local and toll-free numbers?Do you have any international coverage?4 Can you support mobile callers by supplying local numbers or extensions that ar

132、e dynamically generated based upon the site visitors location?4 How do you clean your numbers?What is the number quarantine period you use before reissuing them?2023 Third Door Media,Inc.14 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers Guide4 Are phone

133、 numbers portable?In other words,do we own the numbers and can take them with us if this engagement doesnt work out?Onboarding4 What makes this platform technically unique from all the others?4 How difficult is platform set up and implementation?How long will it take for us to be up and running on t

134、he system?4 How intuitive is the platform user interface?How easy is it for business users to customize the machine learning-based models or settings?4 What is your service reliability guarantee?What telecom carriers do you work with?4 Do you manage proprietary telephony infrastructure or are you wh

135、ite labeled?4 How scalable is the platform?How many calls can it handle?How many calls have been successfully processed?Call tracking4 Does the platform record calls?How long are call recordings available to us?4 Does the platform track data at both the session and keyword level for search ads?Does

136、it track data to the ad level for Facebook,Instagram and display ads?4 How does the platform enable multi-touch attribution?4 How does the platform measure and report call outcomes?Can we customize outcomes to our business needs?4 What type of call fraud detection and prevention tools do you have in

137、 place?Are they included in pricing?Or is there an additional spam-control fee?Conversation analytics4 How does the platform use AI or machine-learning algorithms to analyze the content of phone conversations?4 Does the platform utilize natural language processing or some other analytics tools?4 How

138、 does the platforms conversation analytics help us score calls and feed the call data into our CRM,ESP or other martech or adtech systems?Marketing automation and agent training4 Does the platform use machine learning-based call scoring and routing to automatically route inbound calls based on calle

139、r location,business hours and/or staffing?4 Does the platform feature whisper messages to announce caller sources or other valuable information to our agents before accepting the call?4 Can call scores be automatically fed into rep performance assessments?4 Does the platform enable other marketing a

140、utomation capabilities,such as automatically generating online display or email nurturing campaigns?4 Do you offer native,off-the-shelf integrations with third-party systems such as search,web analytics,CRM or marketing automation platforms?If so,which ones?4 Are APIs available?Is access included in

141、 pricing?Call data privacy 4 Which data privacy regulations does the platform comply with?For example,does it meet HIPAA and CCPA requirements?4 Is PII automatically redacted from transcripts and recordings?4 Are you GDPR compliant for our European Union customers or calls?2023 Third Door Media,Inc.

142、15 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuidePricing and support4 What is pricing based on?What features are included?Are there additional fees(i.e.,consulting,add-on features,APIs,quotas)?4 What is the minimum contract length?Is there a short

143、-term contract or an out clause if things dont work out?4 Is a free trial or pilot program available?4 Can the platform be white labeled for agencies or multi-location marketers?4 Who will be our day-to-day contact?4 Who pays if the system/team makes an error?4 What kind of customer support is avail

144、able?Can I pick up the phone to report problems?Strategy and product roadmap4 Do you have other clients in my vertical?4 How does the company handle requests for product modifications?4 What new features are you considering for the platform?Whats the long-term roadmap and launch dates?Step Four:Chec

145、k references,negotiate a contractBefore deciding on a particular vendor,take the time to speak with several customer references,preferably individuals in a business similar to yours.The call analytics vendor should be able to supply you with several references if you cannot identify ones yourself.Us

146、e this opportunity to ask any additional questions,and to find out more about any questions that werent answered during the demo.Make sure that the person youve been referred to is someone who is a primary user of the platform.Consider also asking these basic questions:4 Why did you decide to licens

147、e a call analytics platform?4 Why did you select this platform over others?4 Has this platform lived up to your expectations?4 How long did the platform take to implement?4 Who was involved in the implementation?4 Are you also using additional tools for attribution,reporting or marketing automation?

148、4 Were there any surprises that you wish youd known about beforehand?4 Where have you seen the most success?The biggest challenges?4 How are you measuring your own success?4 Has the overall implementation provided positive ROI,including all costs(i.e.,license,man-hours,etc.)?4 What is the most usefu

149、l,actionable(favorite)report the platform generates?4 How easy was the set-up process and how long?Did the vendor help?4 How responsive is customer service?4 Has there been any down time?4 What do you wish they did differently?4 Why would you recommend this platform?Before deciding on a particular v

150、endor,take the time to speak with several customer references,preferably individuals in a business similar to yours.2023 Third Door Media,Inc.16 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideAlthough not all vendors require an annual contract,many

151、 do.Once youve selected a vendor,be sure to get in writing a list of what technology and support are covered in the contract.Ask the following questions about what kinds of additional fees might come up:4 Are there charges for custom integrations or API access?If so,how much?4 What is the hourly cha

152、rge for engineering services,and is there a minimum?4 What partner organizations are available to install and integrate the tool?4 If we need to train a new hire mid-year,what will that cost?4 What is the“out”clause?Obtaining the answers to these types of questions up front and having them in writin

153、g will ensure fewer surprises or additional costs down the road.ConclusionMore and more consumers are crisscrossing multiple online and offline channels,often from the comfort of their own homes,to research products and services and make informed purchase decisions.The telephone is an integral part

154、of that buyers journey.Even in the post-pandemic world,phone call volumes remain nearly 20%higher than in 2019;call duration also continues to be 29%longer,according to Verizon.The high-tech/high-touch telephone provides customers with the convenience,speed and personal contact that can inspire bran

155、d trust.For enterprise marketers,it provides a wealth of customer sentiment and intent data.As a result,more enterprise marketers are using call analytics platforms to capture,analyze and act upon the growing volume of available caller data.The enterprise call analytics platforms profiled in this re

156、port provide a core set of competencies that automate and scale call tracking,recording,scoring and routing;fraud prevention and compliance with data privacy regulations.Every organization is unique and at a different level of maturity in its web,social,mobile and multichannel marketing efforts.A ca

157、reful and comprehensive internal evaluation of business goals and resources is the first step in the call analytics decision-making process.Its important to carefully weigh current analytics needs against future goals when evaluating the return on investment.The result can be a long-term,productive

158、call analytics partnership that boosts business revenue,profit and customer loyalty.nThe high-tech/high-touch telephone provides customers with the convenience,speed and personal contact that can inspire brand trust.2023 Third Door Media,Inc.17 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE R

159、EPORT:Enterprise Call Analytics Platforms:A Marketers GuideTarget customer SMBs or marketing agencies with clients that rely on communications with customers-phone calls,texts,form submissions,and/or chats-to generate leads,close deals and grow their businesses in the following industries:home servi

160、ces;real estate;legal services;financial services;healthcare and automotive.Company overview Founded in 2011.300+employees.Raised$132M in venture funding.Product overview CallRail offers four solutions:Call Tracking,Form Tracking,Conversation Intelligence and Lead Center.Call Tracking is a real-time

161、 solution that lets users track and analyze inbound calls to optimize marketing campaigns and maximize lead generation,conversion rates and each campaigns ROI.Form Tracking captures and tracks form submissions,connecting online and offline marketing efforts to provide a more complete view of the cus

162、tomers journey.Conversation Intelligence automatically records and transcribes inbound phone calls in real time and pairs with Call Tracking to classify,qualify and quantify conversations using keywords that the user defines.Lead Center,a smart business communications solution,lets users take,make,a

163、nd manage calls,texts and chats from one unified inbox,within the CallRail platform.Provides a real-time view of the customer journey to have smarter customer conversations,every time.Provides seamless,real-time,native integration to 45 different marketing solutions and platforms,including CRMs,soci

164、al media and search engine ad platforms,marketing management solutions and more.Supports custom integration via Zapier,webhooks,custom cookie capture and API.Privacy and security controls meet requirements for HIPAA and GDPR.Use cases Maximize marketing ROI:Uncover which marketing campaigns produced

165、 the highest quantity and quality of leads.Identify the marketing source that drove a contact and analyze the leads full interaction history with visibility into every touchpoint(both online and offline)they engaged with before and after becoming a customer.Leverage the platforms clean,trustworthy d

166、ata that is free of channel bias to drive and inform marketing strategies and ad spend.Take reporting and analytics to a new level by seamlessly integrating the CallRail platform to other sales and marketing tools.Manage calls,texts,chats,form responses and contacts from a unified inbox so that oppo

167、rtunities dont slip through the cracks.Improve customer experience and conversion rates:Leverage call transcription,recording,and monitoring to understand and improve how conversations are handled and qualify them for follow-up.CallRail100 Peachtree St.,Suite 2700Atlanta,GA 30303T:888-771-Key custom

168、ersCardinal Web SolutionsEinstein IndustriesMolina HealthcareSlamdotWorkshop DigitalKey executivesMarc Ginsberg,Chief Executive OfficerMary Pat Donnellon,Chief Revenue OfficerElliott Wood,Chief Technology OfficerRyan Johnson,Senior Vice President,Product Development 2023 Third Door Media,Inc.18 http

169、s:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers Guide Communicate with customers via their preferred channel in real-time from a centralized platform that includes smart business communications solution.Improve customer experience with clear v

170、isibility into what drove a contact to reach out and how the conversation is handled.Drive more high-quality conversations with contacts and convert them to customers from a single platform.Conversation analytics Call transcriptions:Automatically transcribes telephone conversations in real time.Call

171、 highlights:Automatically surfaces conversation trends that marketers define,including keywords,phrases and common questions.Call tags:Sorts and categorizes calls and form submissions.Each company has its own set of tags that can be created,edited and color-coded to sort data faster.Caller ID:Compan

172、ies with multiple tracking numbers may prefer to see a specific tracking number on their caller ID to know when a call is coming in through a tracking number.Social media/messaging SMS messaging capabilities to send and receive text messages using tracking phone numbers through the CallRail dashboar

173、d.SMS analytics dashboard reports on click volume generated by click-to-text ads.Form Tracking tracks online form submissions from online sources,including websites,social media and display ads.Native integration with Facebook to discover which campaigns and ads drive phone calls,text messages and f

174、orm fills in real time.Brings phone call conversions into Business Ad Manager through Facebooks offline conversion API.Marketing automation Call flow builder provides call routing through menus,schedules,round robin and custom routing rules,including geo-routing that automatically routes callers to

175、the closest business location.Automated call scoring built on CallRails conversation analytics technology provides the ability to choose criteria and keywords by industry and instantly mark calls as leads upon call completion.Integration triggers enable users to decide which data to send to third-pa

176、rty software systems.Reporting Multi-touch,cost-per-lead report ties inbound call,text and form data to ad spend data from Bing Ads,Facebook and Google Ads,with ad cost data from each platform.Measures call conversions from digital and offline marketing campaigns including(but not limited to)PPC key

177、words;Facebook social tracking;Google,and Microsoft Ads paid and organic search;online directories and web referrals;print ads and Yellow Pages;direct mail;billboards;and broadcast ads.Both keyword and source tracking capabilities.Lead classification and lead funnel reporting provide a breakdown of

178、callers marked as good leads,visually illustrating lead flow.Granular reporting with all filters drop-down menu to apply multiple filters to activity dashboard and reports.Printable and PDF report functionality.White-label and co-branded reports available.Third-party software integration Native inte

179、gration with Google Analytics and Ads;Optimizely(analytics);VWO and Unbounce(conversion optimization);HubSpot and Marketo(marketing automation);Slack(collaboration);CallRail100 Peachtree St.,Suite 2700Atlanta,GA 30303T:888-771- 2023 Third Door Media,Inc.19 https:/martech.orgVENDOR PROFILESMARTECH IN

180、TELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideSalesforce and PipelineDeals(CRM);Acquisio and Kenshoo(PPC bid management);and Facebook and Microsoft Ads(digital advertising).WordPress plugin for easier dynamic number insertion(DNI).More than 300 integrations available via Zap

181、ier.API for additional system connections to call tracking phone numbers.Pricing and support Pricing for various modules as follows:Call Tracking:$45/month.Call Tracking+Conversation Intelligence:$95/month.Call Tracking+Form Tracking:$95/month.Call Tracking+Lead Center:$45/month+$40 per agent(1-2 ag

182、ents)or+$30 per agent(3+agents).Call Tracking+Form Tracking+Conversation Intelligence:$145/month.CallRail Platform(Call Tracking+Form Tracking+Conversation Intelligence+Lead Center):$145/month+$40 per agent(1-2 agents)or+$30 per agent(3+agents).All modules subject to minute overage charges.No setup

183、fees.Free trials available.No annual contract required.Included customer support operates during business hours(9am-9pm ET).CallRail100 Peachtree St.,Suite 2700Atlanta,GA 30303T:888-771- 2023 Third Door Media,Inc.20 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analyti

184、cs Platforms:A Marketers GuideTarget customer Brands and agencies with proactive sales and marketing teams,looking to enhance their strategy,alignment,and operations with advanced marketing data and lead management features,across all industries.Company overview Founded in 2010.70 employees.Privatel

185、y funded.Product overview CallTrackingMetrics is a global conversation analytics provider giving marketers data to make strategy decisions,lead management tools to accelerate sales pipelines and a no-code integration ecosystem to customize and connect to core tools teams use every day.Call tracking

186、features include:Reliable dynamic number insertion(DNI)for session-level attribution.Local,toll-free and vanity tracking numbers for online and offline tracking.Omni-channel attribution across calls,texts,form fills and chats.Conversation intelligence tools like live listen,transcriptions,call recor

187、ding and keyword spotting.Real-time activity stream to view all conversations as they happen.Standard and custom reporting dashboards to track activity volume.Lead automation features include:Browser-based softphone to facilitate the communication of in-office or remote workforces without the need f

188、or desk phones.Advanced call routing options from customizable IVRs to georouting and smart routers.Triggers to automate and customize everything from lead workflows to scoring and data redaction.Real-time tools for sales coaching and team performance management.Productivity tools like custom taggin

189、g,wrap up panels and call scripts for sales acceleration.CCPA,GDPR,HIPAA,HITECH,GDPR,PCI DSS,PIPEDA,A2P 10DLC and Stir/Shaken compliant.Use cases Measuring and proving marketing performance:Capture every conversion,online and offline,to provide clients and internal stakeholders with accurate and act

190、ionable insights.Conversion and campaign optimization:Use robust conversation intelligence and reporting features to provide data needed to impact revenue decisions and automated optimization through integrations with ad platforms.Performance marketing and lead reselling:Combine inbound call analyti

191、cs with automated and smart routing to measure results accurately and deliver outcomes quickly.Sales acceleration:With customizable IVRs,schedules,and smart routing options,conversations go to the right person or team saving time for sales and creating better customer experiences.Real-time features

192、like call coaching,live listen and call whispers.Sales and marketing alignment:Optimize marketing campaigns,score sales leads,and route returning callers to customer service with transparency.CallTrackingMetrics231 Najoles Rd.,Ste.500Millersville,MD 21108T:800-577-Key customersAmerican StandardPanda

193、 DocTerminixTutor DoctorWashington PostKey executivesTodd Fisher,Chief Executive Officer and Co-founderLaure Fisher,Chief Operating Officer and Co-founder 2023 Third Door Media,Inc.21 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers Guide O

194、utbound campaigns:Use bulk SMS campaigns,short codes and a customizable auto dialer to reach prospects and customers at scale.Conversation analytics Real-time activity stream logs all conversations in one place providing sales,managers and marketers with instant intelligence.Live transcriptions and

195、call recordings drive automated tagging and insights for conversation follow up,reporting and analysis.Call whispers can provide either the receiving agent or caller with context before a call begins to set expectations and provide the best customer experience.Editable contact panels and custom fiel

196、ds can be manually or automatically set during a call.Keyword spotting works alongside transcriptions and recordings to automatically identify key conversations and trigger relevant scoring,tagging and more.Spam detection will flag calls unlikely to be productive,allowing sales and customer service

197、teams to spend their time on valuable interactions.Social media/messaging Integrates directly with Facebook,Instagram and Snapchat.With live chat,agents can receive and respond to Facebook Messenger chats in real-time within the platform.Uses DNI and offline tracking numbers to attribute and report

198、on conversations from any social media profiles and posts.Full suite of SMS text messaging features to attribute sources,send automatic replies and streamline customer service with text-to-chat functionality.Marketing automation FormReactor allows marketers to track and attribute form fills and auto

199、mate follow up by triggering actions such as an immediate agent call back.Tracks and automates responses from bulk SMS text message campaigns.Sends valuable conversions directly to advertisers like Google Ads and Facebook to power smart bidding and custom audiences.Automated lead scoring to rate con

200、versations on custom attributes.Triggers allow users to use if/then scenarios to customize efforts from outbound campaigns to conversion definitions to inform Google Ads smart bidding.Reporting Conversations matched to website visitors and tracking sources in a real-time activity stream with context

201、ual tagging,summaries and custom contact fields.Key metrics for team performance available at the individual or team level.Live dashboards to track activity throughout the day to manage and optimize team productivity and resourcing.Detailed activity reports to the keyword level to see which advertis

202、ing sources drive the most conversions,the highest lead quality,or the highest return on investment.Google Data Studio connector enables users to combine CallTrackingMetrics data with existing tools to report on key performance metrics and visualize conversation activity next to Google Analytics dat

203、a.Third-party software integration 40+integration partners,an open API(including webhook support and custom Lambda functions)and developer office hours.Native integrations with Facebook(Meta),Gong,Google Analytics(UA&GA4),Google Ads,Looker Studio,HubSpot,Salesforce,MailChimp,Microsoft Ads,Shopify,Sl

204、ack,Snapchat,Unbounce,WordPress,Zendesk and CallTrackingMetrics231 Najoles Rd.,Ste.500Millersville,MD 21108T:800-577- 2023 Third Door Media,Inc.22 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideZoho.Further integration automation ava

205、ilable through Zapier and Make.Open API,including webhook support and custom Lambda functions.Pricing and support Subscription-based model,with usage costs based on volume of conversations and features used.Performance Plan:$39/month.Marketing Plan:$119/month.Contact Center Plan:$329/month.Custom pr

206、icing available for enterprises.White-label and reseller tools available with mark-up pricing.Free trials available.No annual contracts required;discounts available for annual commitments.Extended live support(M-Th:7:30am-7:30pm EST;Fr:7:30am-5:30pm EST)included on all plans with access through emai

207、l,phone and chat.24/7 access to an online knowledge base,recorded training videos and product guides.Standard onboarding includes access to live weekly webinars,calls with a dedicated team member and free academy training classes.API support resources include weekly webinar,Q&A sessions and technica

208、l documentation for developers.Fee-based professional services to help customers with migration,implementation and complex configurations.Premier Help Desk agreements include a dedicated support engineer,response-time guarantees,custom implementation packages and blocks of hours with lead engineers.

209、CallTrackingMetrics877 Baltimore Annapolis Blvd.,Suite 100Severna Park,MD 21146T:800-577- 2023 Third Door Media,Inc.23 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideTarget customer SMBs to large enterprises and agencies in automotiv

210、e,financial services,healthcare,home services,legal services,real estate,and travel and hospitality.Company overview Founded as LogMyCalls in 2001,rebranded as Convirza in May 2015.40 employees.Convirza helps sophisticated marketers make better decisions,and improve close rates and customer experien

211、ce while increasing revenue.Convirza uses speech recognition technology and sophisticated algorithms to gauge lead quality,measure conversions and take action with fully-baked marketing automation.The platform tracks and analyzes calls to understand caller intent and behavior,and is designed for bus

212、inesses of all sizes,media/publishing agencies,call centers and more.Product overview Call tracking.Conversation analytics.Call solutions.White labeling.Business phone numbers.HIPAA,PCI DAA and SOC compliant.Use cases Listening,recording and automated analysis of phone calls.Gamification of sales,cu

213、stomer service and other inbound teams.Call routing.White labeling and resale of properties.Complex call scoring and customized call algorithms.Identifying the sources of the best leads.Conversation analytics Opportunity Assistant.Real-time insights.Lead qualification.Agent performance metrics.Autom

214、ated follow up.Social media/messaging Automated follow up.Text messages.Chatbot functionality.Convirza138 East 12300 South,Suite C Draper,UT 84020T:385-695- Key customersBelle TireCaterpillarClipper MagazineDental One PartnersR Key executives Jeremiah Wilson,FounderJames Walker,Chief Operations Offi

215、cerMo Asady,Chief Technology Officer 2023 Third Door Media,Inc.24 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideMarketing automation Automated lead follow-up activities.Chatbot and automated responses.Data analysis of leads,agents a

216、nd calls for marketing purposes.Customer reviews.Booking appointments.Marketing vanity numbers and automated routing/lead tracking.Reporting Analytics and reporting capabilities include:Agent performance.Lead quality.Key phrases and points addressed by agent.Real time opportunity alerts for agent an

217、d managers.Call-back reports.Email,text and call notifications.Customizable reports available for individual clients based on unique needs.Third-party software integration Workflow designed to be integrated with any CRM,ad management platform,Google analytics,website data and more.Seamlessly integra

218、tes with marketing and sales workflows including call reports,automated follow-up,creating contacts in CRMs,reporting,emails,and other workflows based in CRMs and more.Plugs into native solutions,management platforms and analytics,including:Google,Facebook,HubSpot,Zoho,LinkedIn,Shopify,Domo,Slack an

219、d WordPress.Custom integrations currently supported on a case-by-case basis.Pricing and support SaaS-based pricing starts at$19/month for a Starter plan and rises to over$50K/month for customized enterprise packages.Average customer spend is$1K-$5K/month.An annual contract is not required.21-day fre

220、e trials are available.White-label solutions for customized agency call tracking and analytics experiences.Add-on integration support and live customer service available.Online knowledge base,support team access or dedicated Account Manager available based on plan licensed.Convirza138 East 12300 Sou

221、th,Suite C Draper,UT 84020T:385-695- 2023 Third Door Media,Inc.25 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideInfinityThe Shard,28th floor32 London Bridge St.London,UK SE1 9SGT:44 208 712 9531www.infinity.coU.S.Headquarters250 Sou

222、th President St.,Suite 10Baltimore,MD 21202T:888-896-2715Key customersAllianzDellLaureateMazdaMeli Hotels InternationalTruGreenKey executivesStuart Dawson,ChairmanWarren Newbert,Chief Executive OfficerMaria Psaltaki,Chief Product OfficerKevin Murray,Chief Customer Experience OfficerTarget customer B

223、rands in the automotive,financial services,leisure,healthcare,education,professional services,technology,communications,utilities and real estate markets,as well as agencies that serve them.Company overview Founded in 2010.170 employees.Global services available in 85-plus countries worldwide.In Sep

224、tember 2021,Infinity acquired call tracking and analytics provider ResponseTap.Terms of the transaction were not disclosed.Additional U.S.office in San Francisco;international offices in Madrid and Reigate,Surrey and Manchester in the U.K.Product overview Full visitor journey attribution,call record

225、ing and visitor-level call tracking for granular visibility on channel performance when a phone call is a touchpoint.Provides call handlers with real-time caller insights,including digital journey tracking and PPC keywords.Pinpoints which marketing campaigns lead to highest value calls to inform fut

226、ure activity.Uses the online journey and customer conversations to tailor the customer experience,including routing with no need for an interactive voice response(IVR),call prioritization,and agent pairing.Call transcription for data analysis for better customer interaction and benefits around call

227、handler development,marketing insight and revenue tracking.Fully encrypted session initiation protocol(SIP)calls for inbound and outbound calls across multiple major markets.GDPR and HIPAA compliant.Monitors agent performance with customizable scorecards,measuring the metrics that matter to a busine

228、ss.Use cases Enterprise use cases in marketing,operations and customer experience.Optimize marketing spend:Reduce cost per acquisition and identify revenue generating opportunities.Accelerate sales:Unlock conversation insights for smarter selling,understand the context around the conversation to clo

229、se quicker,larger deals.Enhance operations:Identify the key issues driving call volume and focus on the conversations that really matter.Improve customer experience:Improve the understanding of user journeys to lead to more valuable calls and conversions.2023 Third Door Media,Inc.26 https:/martech.o

230、rgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideConversation analytics Uses both machine learning and manual analysis to transcribe,analyze and score calls.Machine-based call routing enables call logs to be stamped with call route and automatically r

231、ates call value based on custom parameters(such as call length,outcome or keywords used).Payment identification to highlight calls where bookings or payments were made,while redacting sensitive data.Predictive insights use deep learning technology to understand intention from spoken information.Enab

232、les call classification as either positive or negative.End-of-call rating allows agents to use customizable phone keypad selections to rate the value of each call.Social media/messaging Integrates with Facebook and Instagram to track specific social activity that led to a call.Enables marketers to b

233、uild look-alike audiences in Facebook and Instagram for paid campaigns based on likelihood that they will call the business.Tracks inbound calls,revenue goals,keywords mentioned and call outcomes by social media source.Marketing automation Infinity Caller Insight for Salesforce passes call data dire

234、ctly and automatically into Salesforce,enabling reps to customize conversations with new customers based on real-time customer search term,page called from and key indicator page data.Identifies upsell/cross-sell opportunities by identifying keywords used.Connects call outcomes to customer journeys.

235、Keyword spotting in the Conversation Analytics suite enables businesses to automatically pinpoint,rate and group calls using certain terms or words that matter to them.Reporting Infinity Hub contains a comprehensive,interactive library of calls to surface insights.View call and marketing data by piv

236、oting data from the first touchpoint with a business.Users can see what led to specific conversions across a wide mix of channels.Identify which campaigns,channels and keywords lead to the most valuable conversations by matching revenue data to calls.Infinity Caller Insight for Salesforce enables re

237、porting in Salesforce by using a range of new call metrics cross-referenced against existing Salesforce metrics.Users can schedule customized reports to be emailed to interested parties at chosen intervals.Third-party software integration Native integration with 45 martech systems including web anal

238、ytics(Google Analytics 4,Adobe Analytics,Webtrends),bid management(Google DS3,AdWords,Bing,Marin,Kenshoo),display(Quantcast,Flashtalking,Google DCM),conversion optimization(Qubit,VWO,Optimizely),CRM(HubSpot,Salesforce)and tag management(Google Tag Manager).Webhooks support Zapier,Convertro and more.

239、Native integration with contact center systems(Mitel,Natterbox,Vocalcom,Cisco,Avaya)to link contact center data to marketing teams.A Google Cloud Partner,and part of the Facebook Marketing Partner program.API available to extract system data programmatically.InfinityThe Shard,28th floor32 London Bri

240、dge St.London,UK SE1 9SGT:44 208 712 9531www.infinity.co 2023 Third Door Media,Inc.27 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuidePricing and support Pricing starts at$25/month,with multiple packages available depending on require

241、ments.SMB:Visitor-level call tracking for small-to-medium businesses.Professional:Visitor-level call tracking for customers with higher usage that will benefit from volume discounting and more extensive analysis.Enterprise:Volume discounting and custom integrations(if required).Agency:Enabling call

242、tracking services to clients to help measure campaign performance.Monthly rolling agreements to enable agencies to add/remove clients.Free trials are available.Annual contract is not required.Solutions,training and project management teams work alongside a dedicated Customer Success Manager.All cust

243、omers receive 24/7 support.Training videos,knowledgebase and webinars are included in all packages;enterprises receive customized training.InfinityThe Shard,28th floor32 London Bridge St.London,UK SE1 9SGT:44 208 712 9531www.infinity.co 2023 Third Door Media,Inc.28 https:/martech.orgVENDOR PROFILESM

244、ARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideTarget customer Marketing,contact center,e-commerce,sales and customer experience teams at B2C brands,as well as agencies and pay-per-call marketers serving high-value purchase industries,including automotive,healthcare,

245、financial services,insurance,telecommunications,home services and travel.Company overview Founded in 2008.400 employees.Raised$184M in seven rounds of venture funding.Product overview The Invoca conversation intelligence platform enables marketing,contact center and customer experience to understand

246、 and act on the information consumers share via conversations to accelerate revenue by driving and converting more high-value calls.Integrates with leading martech,adtech,CRM,analytics and contact center platforms to turn conversation data into automated action to create better experiences,more conv

247、ersions and higher revenue.Platform features include:Inbound call tracking on a 1:1 consumer and session-level basis with dynamic number insertion(DNI)for toll-free and local numbers.Call recording and conversation transcriptions that automatically redact sensitive information like credit card and s

248、ocial security numbers.Granular customer journey data capture(e.g.campaign,search keyword,product viewed,data entered into online shopping carts,etc.)with Invocas first-party JavaScript website tag.Real-time call classification,conversion topic and outcome detection,and call segmentation with artifi

249、cial intelligence-based conversational analytics,spoken keyword detection,and pre-call marketing data(IVR keypress,caller attributes,referring marketing source,activity on websites,etc.).Automated quality assurance(QA)and call scoring to quantify agent performance and track script compliance.Automat

250、ically identify coaching moments and improve agent performance through data-driven coaching.Lost Sales Recovery automatically detects missed sales opportunities when callers either fail to reach a live agent(because they hung up or reached voicemail)or high-intent callers that did not convert.Offlin

251、e conversion and revenue data import via file upload or CRM to measure the intent,outcome and exact revenue generated from each call.Bi-directional integrations with an array of adtech,marketing technology,analytics,CRM,CDP,DX,and CCaaS platforms,including Google Ads,Facebook,Salesforce,Five9,Tealiu

252、m,and Medallia.In-platform reporting suite with customizable dashboards and reports to visualize high-level trends,access detailed marketing and sales insights and drill down into each call to review all data,signals,recordings and transcriptions.Cloud IVR(interactive voice response)and dynamic call

253、 routing using data captured before the call(e.g.campaign,calling page,e-commerce data,caller location,language,day/time,sales vs.support call,etc.)to prioritize routing of high-value calls and connect callers to the right agents or locations right away.Invoca419 State St.Santa Barbara,CA 93101T:877

254、-375-Key customers1-800-GOT-JUNK?Aspen DentalAutonationBBQ GuysMayo ClinicKey executivesGregg Johnson,Chief Executive OfficerJennifer Lovette,Senior Vice President Customer SuccessDee Anna McPherson,Chief Marketing OfficerBen Sullivan,Executive Vice President Sales 2023 Third Door Media,Inc.29 https

255、:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers Guide PCI DSS,SOC 2 Type 2,Privacy Shield and TRUSTe certified;HIPAA,GDPR and CCPA compliant.Use cases Marketing use cases:Measure true marketing performance:Attribute purchases,appointments,and o

256、ther phone conversions back to search,digital,and offline campaigns to accurately measure return on ad spend,benchmark campaign value,and understand customer acquisition costs.Optimize digital campaigns:Make automated,in-the-moment optimizations to campaigns to increase conversions and revenue,reduc

257、e wasted spend and ensure that media budgets deliver measurable,optimal results.Personalize consumer touchpoints:Enhance consumer profiles with conversational data for use in personalizing digital touchpoints,from audience targeting to ad copy to website content.Provide conversational insights:Spot

258、emerging trends,align advertising messaging and inform website copy.Lost lead recovery:Tracks which high-intent callers spoke with an agent/location but didnt convert on the call,then integrates that in real time with other tools for re-engagement via digital ad retargeting or email campaigns.E-comm

259、erce use cases:Understand actual digital abandonment:Tie conversations to individual web sessions to identify exact points where customers exit digital and reach out for human assistance.Diagnose broken e-commerce flows:Tap into conversation intelligence to uncover the motivations that drive calls.A

260、pply insights to improve digital experiences:Make conversation data-driven improvements to digital experiences to improve conversion rates and minimize calls for routine purchases.Customer experience use cases:Uncover consumer,competitive,and market insights:Invocas Signal Discovery uses unsupervise

261、d machine learning to analyze conversations and uncover“unknown unknowns,”including issues with website experiences,emerging trends to align marketing and sales messaging,issues with agent/location call scripts and IVR experiences that require adjustment.Understand consumers at a deeper level:Use ar

262、tificial intelligence(AI)and machine learning to automatically reveal insights into consumers changing needs.Contact center use cases:Gain visibility into contact center performance:Understand conversational outcomes by agent,division,region,department and store.Provide agent coaching and feedback:I

263、dentify coaching moments to improve agent call handling skills through AI-powered automated call listening and analysis.Automate QA and compliance:Automatically evaluate 100%of inbound calls to objectively quantify agent performance and track script compliance.Pre-built,industry-based call scorecard

264、s enable faster time-to-value.Reduce call transfers and hold times:Route calls based on digital intent data to boost profitability by keeping customer support calls out of the sales department.Personalize customer conversations:Give agents more context on the conversation with screen pops that highl

265、ight caller intent based on pre-call digital journey data,and conditionally route calls to match consumer interest with agent expertise.Invoca419 State St.Santa Barbara,CA 93101T:877-375- 2023 Third Door Media,Inc.30 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analyt

266、ics Platforms:A Marketers Guide Reduce unanswered sales calls:Detect and reduce the occurence of high-value calls that go unanswered.Conversation analytics Signal AI technology uses proprietary machine learning algorithms to enable companies to understand the motivations of each caller,detect and cl

267、assify the outcome of each call,and identify trends and topics from conversations.Signal Discovery is a visualization tool for exploring different clusters of conversation topics.Driven by unsupervised machine learning algorithms,Signal Discovery automatically analyzes calls and groups them into con

268、versational topics based on similarities in speech patterns.Rule-based analytics allow users to create custom rules to classify calls using data such as call duration,spoken keywords,caller demographics and campaign information.Social media/messaging Attributes and analyzes calls from both paid and

269、organic social campaigns to understand how they drive phone-based conversions.Native integration with Facebook,Instagram and Snapchat advertising to provide insights into campaigns,ad sets and ads driving customers to call and convert offline.Invoca is a Facebook Marketing Partner.Marketing automati

270、on Insights from each caller and conversation are shared with marketing technology stack platforms to ensure subsequent search,display,social,email or website experiences are consistent with the last phone conversation.Salesforce Marketing Cloud integration delivers call analytics across Journey Bui

271、lder,Audience Builder,Email Studio and Data Extensions.SIP Integration with Google Ads uses Google Click ID(GCLID)when a call is placed from call extensions,call ads,and location extensions to accurately attribute call conversions from all three ad formats and extensions,as well as calls from PPC vi

272、sitors to the website,back to keywords and through to the callers intent.Reporting Extensive dashboard and reporting capabilities,along with pre-built integrations to analytics applications and an extensible framework for pushing data to third-party systems.Out-of-the-box dashboards and reports desi

273、gned for specific marketing,sales,e-commerce and customer experience use cases,including trend reports of calls and outcomes,and call volume by day of week or by hour.Reports provide insights into which campaigns are driving calls,including call volume,call duration,top campaigns,keywords,conversati

274、on outcomes and call conversion rates.Monitor how agents,teams or locations are performing against core KPIs,and quickly dive into specific calls for review.100+attributes can be reported on for every inbound call,including call source(including keyword or webpage),caller ID,call duration,IVR keypre

275、sses,sales conversions and transaction amounts(from CRM),and caller demographics and technographics.Users can customize analytics to include business-specific data models,share custom reports with other users and schedule periodic updates via email and in-app notifications.Third-party software integ

276、ration Invoca Exchange provides access to technology partners to import and export Invoca call analytics data into existing technology stacks.Native integrations with Adobe Experience Cloud,Google Ads,Google Analytics,Google Marketing Platform,Invoca419 State St.Santa Barbara,CA 93101T:877-375- 2023

277、 Third Door Media,Inc.31 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideMicrosoft Ads,Salesforce Sales and Marketing Clouds,Tealium,FullStory,Quantum Metric,Criteo,Facebook,Snapchat,Instagram and more.APIs,bulk data transfers,and web

278、hooks for integrations with additional marketing technology platforms,including Kenshoo,Marin Software,Microsoft Dynamics 365,Optimizely and Google Marketing Platform.Digital telephony integration with any session initiation protocol(SIP)platform provider,including Five9 and Genesys.Pricing and supp

279、ort SaaS pricing based on volume of phone calls and minutes,number of marketing technology integrations,use of conversational analytics and other add-on services,and level of support and services.Pricing includes an annual software license fee.Annual contracts required.Free trials are available.Basi

280、c support includes one private training session,24/7 platform availability and monitoring,24/7 support portal access,website and email support.Dedicated account management,training and 24/7 support are available for an additional fee.Invoca419 State St.Santa Barbara,CA 93101T:877-375- 2023 Third Doo

281、r Media,Inc.32 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideTarget customer Enterprise clients looking to incorporate call tracking or speech analytics into a sales or marketing process to drive or enhance lead flow.Typical industr

282、ies served include automotive,real estate,financial services,healthcare and other marketplaces,classifieds,directory services,hospitality and digital agencies.Company overview Founded in 2007.50 employees.Tier 1 carrier status in multiple countries.Enterprise communications enablement and tracking p

283、latform for voice,SMS,chat and email.Accessible via API or through branded portal.New conversational AI solution with keyword spotting.Privately held.Octopus Ventures and Shawbrook Bank are the primary institutional investors.Acquired CallSources US-based media division in 2022,and French-based Wann

284、aSpeak in 2019.Offices in London,Paris,San Francisco and Sydney.Product overview Enables omnichannel communications tracking and analytics for voice,SMS,chat and email via API.Iovox Insights uses natural language processing(NLP)and artificial intelligence(AI)to help marketers,sales teams or call cen

285、ters to identify the reasons for a call and evaluate outcomes and sentiments of every conversation.Iovox WebConnect,which adds a call button to any website enabling site visitors to place a call directly from a mobile device,tablet or PC,and includes site attribution features in its analytics.The so

286、lution allows for full call tracking functionality without requiring the use of unique telephone numbers.Iovox WebCallBack enables web visitors to request a call back at a time convenient for them.Inbound options include both dedicated and dynamic call tracking(source and session based)for conventio

287、nal marketing automation and conversion tracking.Supplies unique local numbers in hundreds of countries and offers enhanced features such as call whispers,customizable interactive voice response(IVR),call recording and transcription,keyword spotting,web call back,spam filters and blocking,SMS tracki

288、ng and CRM integration.GDPR,CCPA and HIPAA compliant.Use cases Static call tracking:To protect the privacy of in-network,marketplace sellers,clients issue unique numbers associated with a product to be sold.Includes call whisper messages to provide simple branded pre-call notification.Dynamic call t

289、racking:Enables multichannel marketers to track either the session or source(keyword)of an inbound call and refine their ad mix and spend based on conversion data.Call center coaching:Iovox Insights increases the sample size of calls monitored for quality and generates quantitative scoring related t

290、o agent performance.Provides coaching opportunities to improve retention among call center staff and better client experience,with quantifiable ROI.Iovox99C Talbot Rd.Notting HillLondon,UK W11 2ATT:+44 20 7099 1070U.S.Headquarters1 Belvedere Dr.,Suite 200Mill Valley,CA 94941T:888-408- Key customersA

291、utoTrader U.K.CImmobiliare.itLaCentrale Group REA GroupZooplaKey executivesRyan Gallagher,Chief Executive Officer&FounderBelinda Gallagher,Chief Experience Officer&FounderDan Luis,Chief Operating Officer and Chief Financial OfficerPeter Chapman,Chief Technology Officer 2023 Third Door Media,Inc.33 h

292、ttps:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers Guide Enhanced lead generation:Enables customers to create additional avenues for direct and immediate engagement with prospects using iovox WebConnect and WebCallBack.Conversation analytics R

293、eal-time analytics via widget-based dashboard to help clients gain insight on missed calls,peak call periods,geographic location of callers,source or call channel.Uses NLP to evaluate calls for keyword trends to determine proper post-call follow up,including the reason for the call,the outcome of th

294、e call and/or the emotion within the call.Social media/messaging SMS tracking and analytics.SMS messaging gateway and text-to-speech for delivery to landline options.Click-to-SMS to enable web site visitors to engage with a company via SMS.Post-call SMS surveys to measure support interaction effecti

295、veness.Marketing automation Open REST API enables users to tie into a variety of marketing automation systems.Integrations with Google,Adobe Analytics,Criteo,DoubleClick,Hubspot,and TapClicks allow call tracking numbers to be easily added to ad campaigns or assets as part of an automated workflow wi

296、th analytics being rendered in the platform.Reporting Flexible reporting based on client needs.A widget-style analytics dashboard is accessible via the web,where clients define the parameters of whats important to their businesses.Clients using call tracking via API often incorporate iovox call data

297、 into their standard reporting tools.Third-party software integration Open REST API enables clients to integrate iovox into off-the-shelf or proprietary workflow tools.Mobile solution includes built-in connectors to Zoho CRM,Salesforce and Microsoft Dynamics 365.Pricing and support Inbound call trac

298、king solution(static and dynamic)bundles based on volume,and include numbers,minutes,advanced analytics and features such as call whispers,recordings,transcriptions and SMS tracking.Average spend varies depending on client size and type of call tracking selected(inbound with unique numbers vs.mobile

299、).Offers trials for enterprise clients,which convert to annual contracts if trial goals are achieved.Typical customer provisioning,onboarding and support provided free.API customization or specific work requested by the client is evaluated on a case-by-case basis.Iovox99C Talbot Rd.Notting HillLondo

300、n,UK W11 2ATT:+44 20 7099 1070U.S.Headquarters1 Belvedere Dr.,Suite 200Mill Valley,CA 94941T:888-408- 2023 Third Door Media,Inc.34 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideTarget customer Enterprise and mid-market brands,multi-

301、location businesses and agencies with clients in a range of verticals,including automotive manufacturing and services,home services,real estate/senior living,healthcare/dental,e-learning/education,insurance,lending and mortgage,and travel.Company overview Founded in 2003;publicly held(NASDAQ:MCHX).2

302、60+employees.Offers a suite of conversation intelligence products for marketing and sales teams,respectively:Marchex Marketing Edge,Marchex Spotlight,Marchex Engage,Marchex Sonar and Marchex Platform Services.30+technology patents.Product overview Marchex Marketing Edge uses actionable Al to create

303、more high-intent,revenue-generating conversations.The solution enables brand marketers,agencies and marketing services providers to connect online marketing campaigns to the revenue-generating offline conversations they drive,and reveal which campaigns and marketing channels have the highest ROI and

304、 lowest cost per lead.Key capabilities include:Multichannel attribution dynamic number insertion(DNI)that connects consumer calls,texts,chats and web form completions to marketing campaigns.Integrations with a range of third-party martech,adtech and CRM systems,including Salesforce CRM,Adobe Analyti

305、cs,Google Ads and HubSpot.An intuitive user interface to enable easier campaign management and provide customizable,real-time analytic views that highlight campaign performance.Marchex Spotlight uses Marchexs artificial intelligence(AI)technology to provide actionable insights for enterprise managem

306、ent and field teams,based on conversation performance trends.It measures across a brand or network of business locations against corporate benchmarks,providing guided observations directing where to take action to improve outcomes and increase sales.Key capabilities include:Target Benchmarks:Measure

307、 performance against company-established benchmarks and isolate the cause of failed calls at the highest levels of the organization,all the way down to an individual location,so action can be taken.Call Handling Observations:Proactive,guided insights that reveal opportunities in need of attention,so

308、 teams can immediately be informed of,and directed to,areas of the business that require corrective call handling action,shortening the amount of time it takes to identify the source of problems.Campaign Attribution Observations:Categorize inbound phone calls by department,such as sales,service or p

309、arts to help sales teams determine which campaigns are resulting in the most inbound sales phone calls from customers who are interested in purchasing a product or service,as well as how effectively the campaign calls are being handled.Marchex Engage uses conversation intelligence to empower sales t

310、eams to improve sales outcomes while delivering a better buying experience.It unlocks the content of conversations and enables sellers to increase sales efficiency,take the right action to make the most of every opportunity,and sell more.Key capabilities include:Action Lists that identify a specific

311、 list of conversations that require priority attention based on their outcome to help focus a sales teams follow-up conversations on the best leadsMarchex 520 Pike St.,Suite 2000Seattle,WA 98101T:800-840-Key customersBridgestoneCarrier Global Corp.General MotorsMeineke Car Care CentersZillowKey exec

312、utivesRussell Horowitz,Executive Chairman and Co-Chief Executive OfficerMike Arends,Chief Financial Officer and Co-Chief Executive OfficerJohn Roswech,Chief Revenue OfficerRyan Polley,Chief Operating Officer 2023 Third Door Media,Inc.35 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:En

313、terprise Call Analytics Platforms:A Marketers Guide Deal-saving Action Alerts sent to a team specialist so they can take quick action to save a lead,make sure a follow up occurs,and coach their teams after a conversation ends unsuccessfully.Workflow management to track and change the status of conve

314、rsations that sellers have acted on and identify who is responsible for the next action.Visual conversation playback to listen and move quickly through the most interesting parts of a recorded conversation and follow along via a synchronized transcript.Marchex Platform Services enables sales and mar

315、keting teams to apply Marchexs suite of conversation intelligence services to conversations that originate in other(non-Marchex)communication platforms,making Marchexs advanced capabilities available to new businesses who are customers of communication platform as a service(CPaaS),unified communicat

316、ion as a service(UCaaS),and contact center as a service(CCaaS)providers.Key capabilities include:Automatically score and classify voice calls.Empower sales team to take the right actions in the moments that matter.Build location and seller/agent performance analysis into existing platforms.Empower s

317、ales to receive real-time alerts when a caller showing high intent doesnt buy.Acquire highly accurate voice conversation transcripts at a fraction of the cost of other providers.Obtain best-in-class redaction capabilities to shield sensitive information in transcripts.HIPAA,CCPA and EU-US Privacy Sh

318、ield Framework compliant.TRUSTe verified.Use cases Media attribution and optimization:Prove digital marketing campaigns are driving revenue-generating conversations and improving marketing ROI through inbound acquisition,media attribution and bid optimization.Customer experience(CX):Intelligence to

319、reveal obstacles in the digital-to-offline customer journey that impact offline conversions.Sales engagement:Increase sales velocity through improved voice and text conversation handling by providing operational and sales insights that help increase conversation rates and train sellers to better dis

320、cover and understand customer intent and needs.Performance improvement:Know which locations and/or individuals are underperforming and in need of attention,determine where time and effort would best be spent to make the most meaningful impact to increase sales and obtain the right information to mak

321、e an informed decision about how best to improve customers experience.Conversation analytics Automatically captures actionable insights from high-intent callers,lost opportunity calls for intervention and retargeting and“interesting calls”recommended for closer review.Measures and analyzes phone con

322、versations using proprietary AI and machine-learning models for conversations,opportunities and appointments.Agent performance tracked by automated“secret shopper”program for every call,identifying top performing agents and best practices.Social media/messaging Marchex Sonar uses intelligent mobile

323、messaging to empower sales and marketing teams to communicate with prospects and customers personally at scale using two-way text messaging and dramatically increase critical actions,customer engagement and conversions.Key capabilities include:Send and receive SMS and MMS Marchex 520 Pike St.,Suite

324、2000Seattle,WA 98101T:800-840- 2023 Third Door Media,Inc.36 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers Guidemessages over local or toll-free numbers.Send campaign-specific messages to any segment of a target audience based on properti

325、es and include data for A/B testing and response rates.Route customers or prospects through an automated conversation flow for lead qualification,saving sales team time and effort.Schedule drip campaigns or automated text messages based on customized times or specific user actions.Add more contextua

326、l information to conversations either automatically by a bot or manually by a seller.Stay compliant with the evolving messaging policies and standards by tracking customer opt-out,obtaining double opt-in consent to send messages,and protecting against sending text messages to customers outside of ac

327、ceptable hours.Marketing automation Robust API capabilities/webhooks integrate analytics data into clients internal reporting systems.Integrates lead data with marketing automation platforms such as HubSpot.Reporting Analytics data and insights visualized in intuitive,graphical dashboards providing

328、out-of-the-box reports that highlight key marketing optimization,sales engagement and performance improvement metrics.Delivery of data into bid management platforms for every phone call from paid search,including directly from click-to-call and landing pages.Third-party software integration Producti

329、zed integrations with analytics platforms(Google Analytics,Adobe Analytics);paid search/bid management platforms(Skai,Google Ads and Search Ads 360,Microsoft Advertising);and CRM platforms(Salesforce Sales Cloud,HubSpot,Automotive Dealer CRMs).API and webhook integrations with additional adtech,mart

330、ech and CRM systems.Integrations with CPaaS,UCaaS and CCaaS platforms,enabling conversations and conversational data originated there to be processed by Marchexs conversation intelligence capabilities.Pricing and support Marchex products use a per-call pricing model in the following product packages

331、:Marketing Edge Core offers standard call tracking Marketing Edge Advantage offers advanced call analytics including AI-driven conversational intelligence.Marchex Engage offers conversation intelligence to individual location sales teams.Marchex Spotlight provides benchmark reporting across a networ

332、k of locations.Marchex Platform Services uses a combination per-minute and per-event pricing model offered as part of either a pre-packaged bundle or a-la-carte selection.Annual contracts not required.30-day free trial available for Marketing Edge.Standard email and phone support provided during reg

333、ular business hours(6am-5pm PST).Add-on Premier support is available 24/7/365.Marchex 520 Pike St.,Suite 2000Seattle,WA 98101T:800-840- 2023 Third Door Media,Inc.37 https:/martech.orgVENDOR PROFILESMARTECH INTELLIGENCE REPORT:Enterprise Call Analytics Platforms:A Marketers GuideTarget customer Enterprises,franchises,dealerships and brands across automotive,education,financial services(i.e.,loans,i