Marchex’s Sentiment Suite Wins New Product of the Year at 2024 Investing.com BIG Awards for Business
Marchex (NASDAQ: )’s AI-powered Sentiment Suite is known for its ability to analyze customer perceptions to improve CSAT and NPS strategies.
SEATTLE–( BUSINESS WIRE )–Marchex (NASDAQ: MCHX ), which harnesses the power of artificial intelligence and conversational intelligence to drive operational excellence and accelerate revenue, today announced that the Marchex Sentiment Suite has been named New product of the year Business Intelligence Group as part of its prestigious BIG Award for Business 2024. This recognition highlights Sentiment Suite’s new, innovative approach to analyzing and understanding customer perceptions.
The BIG Awards for Business honor companies and products that lead their industries with transformative solutions and vision. Marchex Sentiment Suite won for using its advanced generative artificial intelligence trained on first-party data to accurately capture and interpret industry-specific nuances of customer sentiment.
The Sentiment Suite provides organizations with a deeper understanding of customer emotion derived from conversations so business leaders can better understand what drives both negative and positive experiences, such as appointment availability, product performance, pricing, scheduling and agent accountability. One of the most powerful components of the award-winning Sentiment Suite is its ability to identify and engage dissatisfied customers early and encourage satisfied customers to share their experiences, helping to improve performance and business value.
Sentiment Suite helps companies understand customer sentiments in a holistic way. Previously, companies relied on surveys and review sites, which represent a small portion of customer feedback, said Troy Hartless, chief revenue officer at Marchex.
Perhaps most important to the success and strength of the Sentiment Suite is its ability to proactively provide businesses with real-time customer feedback. This closes the biggest gap in understanding what drives both negative and positive experiences. For example, each negative interaction is categorized into specific experience reasons, such as long dwell times, agent knowledge gaps, pricing issues, scheduling difficulties, late performance, or unresolved issues.
The BIG Business Awards highlight those whose innovative spirit, commitment to progress and resilience not only advance their fields, but inspire a global movement, said Russ Fordyce, CEO of the Business Intelligence Group. “Congratulations to Marchex and its Sentiment Suite for their outstanding contribution to the field of conversational intelligence.
For more information about the Marchex Sentiment Suite and its impact on customer engagement, visit www.marchex.com.
About Business Intelligence Group
Business Intelligence Group was founded with the mission of recognizing true talent and top performance in the business world. Unlike other rewards programs in the industry, the programs are judged by business executives “those with experience and knowledge.” The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements exceed those of their peers. For more information, visit www.bintelligence.com.
About Marchex
Marchex leverages the power of artificial intelligence and conversational intelligence to deliver actionable insights aligned with prescriptive vertical market data analytics, driving operational excellence and revenue acceleration. Marchex enables executive, sales and marketing teams to optimize the customer journey experience across communication channels. Through our prescriptive analytics solutions, we enable enterprise strategy alignment, empowering businesses to increase revenue through informed decision-making and strategic execution. Marchex provides AI-based conversational intelligence solutions for leading companies in leading B2B2C vertical markets, including several of the world’s most innovative and successful brands.
Visit http://www.marchex.com/, www.marchex.com/blog or @marchex on X (formerly Twitter) (x.com/Marchex), where Marchex discloses significant information about the company and its operations from time to time.
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Marchex Investor Relations
Trevor Caldwell, 206-331-3600
ir@marchex.com
Public relations
Scott Rupp
srupp@marchex.com
Source: Marchex
