Marchex is happy to announce that we have won a Business Intelligence Sales and Marketing Technology Award in the Insights and Analysis category for our Sentiment Suite offering! The Sales and Marketing Technology Awards annually recognizes organizations and products that facilitate companies’ and customers’ abilities to connect and collaborate. This is the third time that Marchex has won the Sammy Awards. The company previously won the award in 2021 for our Engage for Automotive product, and again in 2022 for the Marchex Conversation Intelligence platform.
“We’re honored to recognize these Sammy winners,” says Maria Jimenez, Chief Nominations Officer at Business Intelligence Group. “Their vision and leadership are crucial for businesses to effectively educate and engage with customers in today’s dynamic landscape.”
About Sentiment Suite
Sentiment Suite rose above the competition because the solution not only identifies customer sentiment–it goes further by identifying for a business the most likely reasons why their customers feel the way they do, allowing for a holistic understanding of the customer across conversations. This ultimately can help businesses identify where to focus their efforts to improve the customer experience. After each call, the solution generates a text-based summary of the positive, negative, or neutral sentiment and then outlines the likely reasons why the customer expressed the sentiment from an emotional standpoint.
Emotion ratings are a key differentiator for Marchex. The Sentiment Suite can identify whether the caller’s overall view of the business was positive, negative, or neutral, but using a combination of emotion ratings and call context, the “why” can provide additional details that are important for sales and marketing teams because customer sentiment often fluctuates throughout a call. For instance, a customer who was feeling initially frustrated at the beginning of a call (negative sentiment), may actually end the call feeling more satisfied with the company after the agent successfully alleviated their concern (positive emotion). This event would be documented in a natural-language explanation for why the customer ended the conversation with an overall positive state of mind, even though the sentiment was categorized as negative.
About the “Sammy” Awards
Every year, Business Intelligence Group’s Sales and Marketing Technology Awards program honors individuals, technologies, and companies that create solutions that help organizations better connect and do business with customers. Business Intelligence Group’s awards are unique because they are judged by business executives, who use their personal experience and insights to assess the nominees.
Learn More
To learn more about how our award-winning AI-powered technology can help your business enhance customer understanding, better inform agent training, and increase customer satisfaction, book some time with our team today.
