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Analyzing Analytics—The Power of Marchex Speech Analytics in Review - Marchex - Blog

Analyzing Analytics—The Power of Marchex Speech Analytics in Review

Frank Ohlhorst of GIGAOM recently spent some time with Marchex to understand our newest product, Marchex Speech Analytics. His review was a thorough and accurate representation of the work my colleagues and I have spent years developing, and it was great to see his review in print. More than six million people trust GIGAOM each month for accurate and timely research and analysis of emerging technology. I couldn’t be prouder of the work our team at Marchex has put in to making sure our solution is highly accurate, effective, and built for the success of our customers.

Since that post in GIGAOM, we’ve been featured in several other publications, and our competitors seemed to have noticed, even rebutting Mr. Ohlhorst’s product review in their own blog.

From our point of view, we’re not sure we have a true competitor in this space. Other technologies are really good at what they do, but for companies that drive phone calls to drive revenue or book appointments, Mr. Ohlhorst said it best when he said Marchex is, “setting the standard in speech analytics with their purpose-built technology.”

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IBM recently published two concerns with comparisons of speech technology (such as Marchex and IBM Watson):

  • For accurate comparison of systems, training and testing must be consistent
  • Access to domain data is a critical factor in measuring performance

Let’s address each of these points individually.

IBM makes the argument that for automatic speech recognition (ASR) systems to be “truly comparable” both systems need to be “trained and tested on the same data”.This is not an accurate statement. Both IBM and Marchex offer an out-of-the-box US English narrowband (i.e. meant for telephony data) model. IBM claims that to compare accuracy we must test using a corpus called SWITCHBOARD.

SWITCHBOARD is a low diversity (543 speakers), limited content (309 hours), nonspontaneous (conversations are forced based on predefined topics), and antiquated (recorded originally in 1992, 25 years ago) corpus which will tell you ZERO about how a speech recognition system will perform in the wild. A more accurate methodology for testing two different systems is to take real, unseen conversations and submit them to both systems and measure how they perform.  This methodology was applied in the recent benchmark testing, performed by Frank Ohlhorst at GIGOM , which independently verified Marchex’s superior accuracy. Five hours of real, previously unseen, unfiltered conversations were submitted to both systems, and with this test, Marchex demonstrated a relative accuracy improvement of approximately 30 percent.

The second argument made by IBM implies that our ASR system has been pre-customized with inaccessible data. Once again, if you read the details of the study and our research paper, you will find no such pre-customization has been done. Marchex offers a standard US English telephony ASR model based on very large corpus of unbiased phone call data. We measured our generic model against IBM’s generic model with unseen data and the results are indisputable: Out-of-the-box, when looking at generic conversational data plainly shows Marchex’s ASR system is the better choice for you and your business.

So, where does that leave us?   IBM claims that you should only trust a test relying on an irrelevant data set that will give you zero indication of real world performance.  They also suggest that if you hand over all your data, spend time and resources customizing their software, only then can you build an equally accurate, if not better solution.  And, sure, that’s an option. The better option is an out-of-the-box solution that provides a level of accuracy that is unparalleled. A better option is one that saves you time and money associated with set-up and onboarding costs. A better option is one that is proven to work with your business, delivering unparalleled accuracy at a lower price point, designed for your needs.

When your business needs to understand not only what drove a customer to call, but what happened on that call, you need a solution designed for your needs. Marchex Speech Analytics is designed with your business in mind, with technology that allows you to analyze everything from products, services, and special promotions requested to missed opportunities. You want to convert more of your callers into customers, you want to target high-converting media channels, and you need to make sure that your phone agents are optimizing their time and always improving your customer’s experience. Marchex Speech Analytics is a solution built to accelerate your business, a solution designed for your needs.

IBM requires custom configurations to work for your company. That adds time, cost and complexity. Marchex is better because it was custom built for you, and works right out of the box. And Mr. Ohlhorst agrees.


Publish Date: June 26, 2017 5:00 AM

2020 Buyers Guide Outsourced Contact Center Services

Page: 123
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PH: (866) 775-4755

Ballena Media

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Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
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Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
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CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
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Page: 123

View more from Marchex

Recent Blog Posts:
Introducing Caller-Based Audience TargetingJuly 19, 2017 5:00 AM
5 Things You Didn't Know Call Tracking Could DoJuly 13, 2017 5:00 AM
Analyzing Analytics—The Power of Marchex Speech Analytics in ReviewJune 26, 2017 5:00 AM
Measuring Politeness: How Phone Calls Impact Your Business [Webinar]June 15, 2017 5:00 AM
Marchex Makes Headlines – What You Missed on Speech AnalyticsJune 6, 2017 5:00 AM
How AI on the Phone Can Support Marketing Spend and Boost RevenueMay 9, 2017 5:00 AM
What You Need to Know About Speech AnalyticsMay 1, 2017 5:00 AM
Introducing Marchex Speech AnalyticsApril 27, 2017 5:00 AM
4 Reasons Inbound Calls Drive Your BusinessApril 24, 2017 5:00 AM
Turn the Call into a Customer April 20, 2017 5:00 AM

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