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(“Marchex” or the “Company”) and its wholly-owned subsidiaries unless the context specifically states or implies otherwise.
−Removed: Marchex harnesses the power of AI and omnichannel conversational intelligence to provide actionable insights aligned with prescriptive vertical market data analytics, driving operational excellence and revenue acceleration.
+Added: Marchex harnesses the power of artificial intelligence (“AI”) and conversational intelligence to provide actionable insights aligned with prescriptive vertical market data analytics, driving operational excellence and revenue acceleration.
Marchex enables executive, sales, and marketing teams to optimize customer journey experiences across communications channels.
Through our prescriptive analytics solutions, we enable the alignment of enterprise strategy, empowering businesses to increase revenue through informed decision-making and strategic execution.
−Removed: Marchex provides conversational intelligence AI-powered solutions for market-leading companies in leading B2B2C vertical markets, including several of the world’s most innovative and successful brands.
+Added: Marchex provides conversational intelligence AI-powered solutions for market-leading companies in leading business-to-business-to-consumer ("B2B2C") vertical markets, including several of the world’s most innovative and successful brands.
Our mission is to create intelligence around all types of business conversations.
−Removed: We desire to be a leader in vertical market conversational intelligence leveraging generative artificial intelligence and data analytics.
+Added: We desire to be a leader in vertical market conversational intelligence leveraging generative AI and data analytics.
We seek to empower performance improvements for our customers by giving them actionable, real-time insights into the conversations they are having with their customers across phone, text, and other communication channels.
−Removed: We have assembled a set of applications that incorporate artificial intelligence (“AI”) functionality for enterprises that depend on phone calls, texts and other communication channels to help convert prospects into customers, enabling compelling customer experiences during the sales process and helping maximize returns.
−Removed: Our proprietary data and conversational insights help enable brands to personalize customer interactions in order to accelerate sales and capture more opportunities to grow their business.
+Added: We have developed applications that incorporate AI functionality for enterprises that depend on phone calls, texts, and other communication channels to help convert prospects into customers, enabling marketing optimization and insights into customer experiences during the sales and support processes and helping maximize returns.
+Added: Our proprietary data and conversational insights help brands personalize customer interactions to accelerate sales and capture more opportunities to grow their business.
We serve large enterprises with a distributed footprint that interact with their customers across multiple communication paths.
We operate primarily in U.S.
−Removed: domestic markets with desires to move into other markets over time.
+Added: domestic markets with a desire to move into other markets over time.
Our leveraging of generative AI is an active approach and allows the understanding of interactions without a human needing to converse, type, or interpret.
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Marketing Edge leverages conversational intelligence with generative AI to form a comprehensive marketing attribution and conversation data solution.
−Removed: The platform identifies which campaigns and channels are driving inbound conversations, evaluates what happens during those conversations, and closes the sales loop by connecting converted sales to marketing driven leads.
+Added: The platform identifies which campaigns and channels drive inbound conversations, evaluates what happens during those conversations, and closes the sales loop by connecting converted sales to marketing driven leads.
Through optimization and advanced tracking, Marketing Edge enables customers to improve marketing, validate budgets, and drive revenue acceleration and operational excellence.
−Removed: Marketing Edge received the 2022 Business Intelligence Group’s ("BIG") Sales And Marketing Technology Award.
• Sonar Business Text Messaging .
−Removed: Sonar Business Text Messaging is an AI empowered, intelligent workflow enabled mobile messaging solution that enables operations, sales and marketing teams to communicate personally with field staff, prospects and customers.
+Added: Sonar Business Text Messaging is an AI-powered, intelligent, workflow-enabled mobile messaging solution that enables operations, sales, and marketing teams to communicate personally with field staff, prospects, and customers.
Unlike basic text messaging, it provides a comprehensive and flexible two-way messaging solution that uses AI-powered automation to augment field-facing and customer-facing staff, driving dramatic and measurable increases in critical actions, customer engagement and conversions.
−Removed: The offering encompasses a unique workflow system that allows the conversations to be connected to the client journey.
+Added: The offering encompasses a unique workflow system that connects conversations to the client journey.
• Marchex Platform Services .
−Removed: Marchex Platform Services is a robust API-based, conversation intelligence product that allows executives, sales, customer engagement and marketing teams to apply Marchex AI to most any calls, regardless of communication platform, in order to identify actionable insights from conversations with their customers.
+Added: Marchex Platform Services is a robust application programming interface ("API") for conversation intelligence.
+Added: It allows executives, sales, customer engagement, and marketing teams to apply Marchex AI to most any calls, regardless of communication platform, to identify actionable insights from conversations with their customers.
This allows an active understanding of the conversations occurring.
−Removed: The platform allows a business to send phone call audio recordings directly from their existing communications platforms to Marchex and in turn receive actionable conversation insights such as call outcome, industry-specific deep call analysis, and speech-to-text transcripts, enabling data-driven decision-making, enhanced customer experiences, and improved sales outcomes.
−Removed: In 2023, Marchex launched new features such as AI-generated Call Summaries and Sentiment Suite that are available via Marchex Platform Services.
−Removed: These new features analyze and generate summaries of consumer-to-business calls, enabling businesses to immediately identify customers who have had exceptionally good experiences, as well as dissatisfied customers.
−Removed: They leverage the power of generative AI to help transform the way businesses can capture and utilize critical insights from customer interactions, as well as combine structured and unstructured data to provide a holistic view of customer emotions during conversations.
−Removed: Marchex Platform Services earned the 2022 BIG New Product Award.
+Added: The platform enables a business to send phone call audio recordings directly from their existing communications platforms to Marchex, and in turn, receive actionable conversation insights such as call outcome, industry-specific deep call analysis, and speech-to-text transcripts, enabling data-driven decision-making, enhanced customer experiences, and improved sales outcomes.
+Added: Marchex launched new features such as AI-generated Call Summaries and Sentiment Suite that are available via Marchex Platform Services.
+Added: These new features analyze and generate summaries of consumer-to-business calls, enabling businesses to immediately identify customers who have had exceptionally good and dissatisfied experiences.
+Added: They leverage the power of generative AI to help transform how businesses can capture and utilize critical insights from customer interactions and combine structured and unstructured data to provide a holistic view of customer emotions during conversations.
+Added: The platform received the "AI Excellence Award" in the Generative AI category as part of the 2024 Business Intelligence Group ("BIG") AI Intelligence Awards program.
• Spotlight .
−Removed: Spotlight is an innovative AI conversation analytics product that has been specifically designed for multi-location businesses.
+Added: Spotlight is an innovative AI conversation analytics product specifically designed for multi-location businesses.
Trusted by top brands and used by thousands of multi-location rooftops, the product provides critical insights and delivers actionable, data-driven observations that help enterprises improve performance across their national and regional sales organizations.
−Removed: With Spotlight, corporate and regional managers can easily identify and track top-performing locations, as well as those that may be underperforming.
−Removed: Armed with this information, managers can make informed decisions to improve call handling and improve outcomes, leading to increased revenue and brand loyalty.
−Removed: Spotlight was named “Product of the Year” as part of the 2023 BIG Awards for Business.
+Added: With Spotlight, corporate and regional managers can easily identify and track top-performing locations and those that may be underperforming.
+Added: With this information, managers can make informed decisions to improve call handling and improve outcomes, leading to increased revenue and brand loyalty.
+Added: Spotlight was named “Product of the Year” in the 2023 BIG Awards for Business.
Engage is a comprehensive solution that provides locations with applications to enhance their overall performance.
With a keen focus on call handling and outcomes, it helps improve customer satisfaction ratings, increase appointment set rates, and drive incremental sales.
−Removed: The solution integrates call data into the business’s CRM to capture all customer interactions in one place, providing valuable insights for optimization as well as real time alerts when a sales conversation ends negatively, creating opportunities for training, accountability and empowering revenue growth.
+Added: The solution integrates call data into the business’s customer relationship management ("CRM") to capture all customer interactions in one place, providing valuable insights for optimization and real-time alerts when a sales conversation ends negatively, creating opportunities for training, accountability, and empowering revenue growth.
Overall, Marchex sales engagement technology is recognized as an industry leader, winning the 2023 Conversation DNA - Automation Category from AI Excellence Awards.
Engage was also named "Best AI-Based Solution for Sales” by AI Breakthrough in 2023.
+Added: • Call Summary and Sentiment Suite.
+Added: Call Summary and Sentiment Suite are capabilities powered by generative AI that analyze and generate summaries of consumer-to-business calls, enabling businesses to identify customers who have had exceptionally good experiences and dissatisfied customers.
+Added: This valuable data empowers companies to capitalize on positive interactions by advancing sales processes or encouraging positive online behaviors, including reviews, and take action to rectify concerns from dissatisfied customers.
+Added: These products are the first in a series of AI enhancements in Marchex's product pipeline designed to equip organizations with applications to proactively identify sales and growth opportunities, and address issues that may lead to negative experiences and reviews from dissatisfied customers.
+Added: The products were collectively chosen as the "Best Text Generative AI Solution" at the 2024 annual AI Breakthrough Awards program.
+Added: The Sentiment Suite product also won the "New Product of the Year" as part of the 2024 BIG Awards for Business.
+Added: • AI for Industry Solution.
+Added: Marchex’s new AI for Industry solution offers a range of advanced capabilities designed to enhance business performance and customer engagement.
+Added: The solution provides for automatic lead qualification, identifying high-value leads with industry-specific indicators to target the most valuable opportunities.
+Added: Additionally, it offers improved attribution, allowing businesses to segment target audiences and improve automated bidding using attributes such as product/service, lead outcome, lead value, and topics.
+Added: The solution enhances conversion performance by using high-quality metrics to understand the performance of conversion events through the sales funnel.
Key Trends Driving our Industry and Business
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Once a call is initiated, technology is required to understand what is happening on a call, to record anonymized calls, and to block unwanted or spam calls.
−Removed: For many of Marchex’s customers calls are often tracked and routed through interactive voice response (“IVR”) phone systems and integrated with customer relationship management (“CRM”) applications and back-office systems to measure transactions and ROI.
+Added: For many of Marchex’s customers calls are often tracked and routed through interactive voice response (“IVR”) phone systems and integrated with CRM applications and back-office systems to measure transactions and ROI.
Successful marketing analytics for calls and texts requires expertise from multiple disciplines, including digital advertising, communications infrastructure, voice and speech recognition expertise, and marketing software.
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We plan to continue investing in technology initiatives like Marchex Platform Services, which we believe will enable us to access a wide base of businesses by offering our products to a new array of channel partners across vertical markets.
−Removed: Through these initiatives Marchex can integrate with our customers' existing communication providers, telephony infrastructure providers, or customer relationship management software systems to offer our products and services.
+Added: Through these initiatives Marchex can integrate with our customers' existing communication providers, telephone infrastructure providers, or customer relationship management software systems to offer our products and services.
This opens a new opportunity to reach potential business that may desire access to Marchex vertical market insights while keeping their existing telephone infrastructure in place.
−Removed: Increasingly, Marchex customers will no longer need to access separate telephony infrastructure to engage with our conversational intelligence suite of products but, instead, will be able to choose to access our products from within their existing communications provider of choice.
+Added: Increasingly, Marchex customers will no longer need to access separate telephone infrastructure to engage with our conversational intelligence suite of products but, instead, will be able to choose to access our products from within their existing communications provider of choice.
Pursuing selective acquisition opportunities.
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We consider our employee relationships to be positive.
−Removed: Our web site, www.marchex.com, provides access, without charge, to our annual report on Form 10-K, quarterly reports on Form 10-Q, current reports on Form 8-K, and all amendments to those reports as soon as reasonably practicable after such materials are electronically filed with the Securities and Exchange Commission.
+Added: Our web site, www.marchex.com, provides access, without charge, to our annual report on Form 10-K, quarterly reports on Form 10-Q, current reports on Form 8-K, and all amendments to those reports as soon as reasonably practicable after such materials are electronically filed with the Securities and Exchange Commission ("SEC").
To view these filings, please go to our web site and click on “Investor Relations” and then click on “SEC Filings.” Investors and others should note that we announce material financial information to our investors using our investor relations website, press releases, SEC filings, and public conference calls and webcasts.
−Removed: We also use the following social media channels as a means of disclosing information about us, our services, and other matters, and for complying with our disclosure obligations under Regulation FD:
+Added: We also use the following social media channels as a means of disclosing information about us, our services, and other matters, and for complying with our disclosure obligations under Regulation Fair Disclosure ("FD"):
• Marchex X (formally known as Twitter) Account (https://twitter.com/marchex)
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Compared sentence by sentence after normalising whitespace, quotation marks, case and digits, so re-formatting and restated figures do not read as changed language. Wording changes appear as one removal and one addition. The current filing and the prior one are authoritative.