Market Overview

Marchex Speech Analytics Sets Industry Standard in Customer to Business Call Analytics


(NASDAQ:MCHX), a mobile advertising analytics company, today announced
the results of a product test, independently verified, of its recently
launched Marchex
Speech Analytics
solution. Enterprise Technology Analyst Frank
Ohlhorst put Marchex Speech Analytics head-to-head with the recognized
leader in automatic speech recognition (ASR) systems, IBM's Watson, and
concluded that Marchex is setting the standard in speech analytics.

Marchex Speech Analytics enables enterprise and mid-sized companies to
derive actionable insights from inbound phone calls from consumers to
their business, to improve media spend and sales operations, and help
convert more callers into customers. The recently launched technology is
gaining insights daily and continuing to evolve and expand its
capabilities. To validate its ascendency in the customer to business
call analytics space, Marchex had an independent third party directly
compare its capabilities against IBM's Watson.

"We know this is only a sub-set of Watson's full capabilities, but for
companies looking to evaluate call data and analyze consumer to business
phone calls, Marchex Speech Analytics proved superior," said Ohlhorst.
"That said, there are still elements that can be compared between
Marchex and Watson, which include the accuracy of how voice is processed
and ultimately transcribed, and Marchex outperformed Watson from that

Marchex Speech Analytics and Watson were evaluated through a series of
tests to directly compare their capabilities, identifying two key
metrics to measure speech technology performance: RAW word error rate
and perceived word error rate, ensuring fair testing for both systems.
RAW word error rate measures the number of words that are inserted,
deleted and substituted in order to discern overall accuracy of a
transcription, while perceived word error rate normalizes some words and
spelling that are really the same, but in the RAW case would appear as
an error. For example, if a human transcription recorded a word as
"alright" but the machine transcription showed "all right," the RAW
system would consider that to be an error while the perceived system
would not.

Marchex Speech Analytics outperformed and achieved a lower rate of error
than Watson in both categories:

  • Watson achieved a RAW word error rate of 21.1%, compared to Marchex's
    RAW word error rate of 15.7%.
  • Watson demonstrated a perceived word error rate of 19.4%, while
    Marchex achieved a lower rate of 14.6%.

"Accuracy is critical for those seeking actionable insights from within
a phone call," said Jason Flaks, Senior Director of Product and
Engineering, Speech Analytics at Marchex. "These test results show that
our technology can deliver the accuracy to not only understand what
happens on phone calls at scale, but also make informed decisions on how
brands should be interacting and engaging with their customers."

About Marchex

is a mobile advertising analytics company that connects online behavior
to real-world, offline actions. By linking critical touchpoints in the
customer journey, Marchex's products enable a 360-degree view of
marketing effectiveness. Brands and agencies utilize Marchex's products
to transform business performance.

Please visit
or @marchex on
Twitter (, where Marchex discloses material
information from time to time about the company, its financial
information, and its business.

View Comments and Join the Discussion!