New Release - Summer Degree Call Analytics for Smarter Marketing. New Features Before, During, and After Every Phone Lead

Transcription

1 360-Degree Call Analytics for Smarter Marketing New Features Before, During, and After Every Phone Lead

2 Table of Contents Release Overview... 3 About the Release Notes... 3 Feature Summary by Product... 4 Platform Enhancements... 4 Integrations... 5 Products... 7 Keyword Spotting... 7 Next Gen SourceTrak Implementation API... 8 Advanced Analytics: Enhanced ClickStream Reports... 9 Queue Callbacks Alerts Integrations Marin Software Acquisio Kenshoo HubSpot Optimizely Other Enhancements Bug Fixes Release Status Changes Discontinued Features

3 Release Overview Ifbyphone s Summer Release 2014 introduces new enhancements that provide marketing and sales teams advanced call analytics before, during and after every call. The Summer 2014 release, which includes new keyword spotting analytics technology and numerous integrations with leading marketing software, makes Ifbyphone the only voice-based marketing automation platform that provides complete 360-degree analysis and management of inbound phone leads. Below are a few additional resources to help you: > > Jumpstarts and User Guides Read through our short, easy-to-use documentation including descriptive screenshots to help you get started quickly. > > Video Tutorials Check out our video tutorial library for step-by-step instructions. > > Get help Contact our Customer Success Team at any time with any questions about this release at (877) or [email protected]. About the Release Notes These Release Notes are intended to serve as a resource for Ifbyphone customers to assist them in understanding the changes we have made to our platform and products. The Release Notes provide: > > Product enhancements A summary description of each enhancement Detailed descriptions of the product and new features added Information about pricing and which products are available in which editions A list of known issues > > A list of bugs that were fixed and included within the release > > A list of products whose release status has changed (e.g. moved out of Beta) > > A list of any products or features that have been discontinued or will be discontinued in the future 3

4 Feature Summary by Product Platform Enhancements Keyword Spotting: in-call voice analytics technology to score calls and capture phone conversions The new Ifbyphone Keyword Spotting tool allows you to analyze and score calls based on fully customizable metrics that identify keywords used on a call. Keyword spotting allows customers to assign a numerical value to evaluate the content of a call such as (1) if a conversion happened on a call, (2) the value of the lead (lead score), and (3) the agents followed approved procedures and scripts. Unlike many of our competitors products, Ifbyphone s keyword spotting provides complete flexibility in how customers score calls, allowing for industry terminology, branded terms, and unique scripts. And customers can continually adjust and readjust keyword values on the exact same set of calls until they are satisfied with the call scores. SourceTrak: Next Generation implementation API Developers constantly want to do more with Ifbyphone s applications. Our summer release brings support for the SourceTrak Implementation API to the Next Generation of SourceTrak. Now, Ifbyphone customers can implement SourceTrak Next Gen without relying on our out of the box JavaScript which gives them greater flexibility in how they use our application. Advanced Analytics: enhanced clickstream reports The enhanced clickstream reports in Advanced Analytics give customers a better view into the visitor data captured by the Next Generation version of SourceTrak. Included are a number of new metrics including a view into unique site visitors that have seen dynamically inserted phone numbers and the conversion rate of those pages into calls. Additionally, two new reports show customers which pages directly generate the most phone calls as well as which pages are the first pages on a website that eventually convert into phone calls. This data is invaluable for marketers seeking to optimize their websites to drive more phone conversions. Queue Callbacks: virtual call queues for better on-hold call experiences Voice is a critical component of driving revenue for many businesses, but it s hard to keep customers happy when they are forced to wait on hold to talk to you. Queue Callbacks allows callers on hold in a Call Distributor queue to press a key while on hold and request a callback rather than continuing to wait on the line. The caller s position in the queue is maintained and when an agent is available the system automatically connects the caller and the agent. This provides a better call experience to the caller and more conversations for our customers. 4

5 Alerts: proactive notifications to better manage SourceTrak pools and call queues The Summer Release includes the option to turn on two different preconfigured alerts. The first alert notifies SourceTrak customers when their pools are at 90% utilization. This gives our customers a heads up that they may soon begin showing SourceGuard numbers and losing some of the valuable data captured by SourceTrak. The second alert provides our Call Distributor customers with a notification when their Call Distributor queue slots are near capacity. This gives call center managers a better way to prevent long hold times for callers. Integrations Marin Software: PPC bid management for calls and clicks Marin is one of the leading bid management tools. Marin allows marketers and advertisers to bid on and automatically adjust spending patterns on digital ads across a variety of sources (Google, Bing, Facebook, etc.) so that they may optimize their marketing investments. Now, with Ifbyphone s integration with Marin, marketers can see the call conversion activity on keywords that generate phone calls alongside keywords that generate clicks. Additionally, through Ifbyphone s integration with Marin, marketers and advertisers can now analyze conversion data on social media displays where phone numbers are displayed, and where calls are placed, but there may not be any traceable click activity. Having both online and offline conversion data inside of the Marin platforms provides marketers with full transparency into the impact of their PPC programs, allows them to report on both conversion types in one platform, and enables them to adjust their strategies to optimize around phone calls. Acquisio: PPC bid management for calls and clicks Acquisio is one of the leading bid management tools. Acquisio allows marketers and advertisers to bid on and automatically adjust spending patterns on digital ads across a variety of sources (Google, Bing, Facebook, etc.) so that they may optimize their marketing investments. Now, with Ifbyphone s integration with Acquisio, marketers can see the call conversion activity on keywords that generate phone calls alongside keywords that generate clicks. Having both online and offline conversion data inside of the Acquisio platforms provides marketers with full transparency into the impact of their PPC programs, allows them to report on both conversion types in one platform, and enables them to adjust their strategies to optimize around phone calls. 5

6 Kenshoo: PPC bid management for calls and clicks Kenshoo is one of the leading bid management tools. Kenshoo allows marketers and advertisers to bid on and automatically adjust spending patterns on digital ads across a variety of sources (Google, Bing, Facebook, etc.) so that they may optimize their marketing investments. Now, with Ifbyphone s integration with Kenshoo, marketers can see the call conversion activity on keywords that generate phone calls alongside keywords that generate clicks. Having both online and offline conversion data inside of the Kenshoo platforms provides marketers with full transparency into the impact of their PPC programs, allows them to report on both conversion types in one platform, and enables them to adjust their strategies to optimize around phone calls. HubSpot: adding voice to marketing automation HubSpot is one of the leading Marketing Automation applications on the market today. Marketers use it to capture, score, nurture, and analyze the online leads they generate. With Ifbyphone s integration with HubSpot, marketers can now better understand how their marketing efforts are driving offline interaction as well as online interaction. This is done by integrating our call tracking technology into the HubSpot application, and capturing when a website visitor makes a phone call. Capturing calls alongside other online conversion paths such as form fills gives marketers full visibility into the impact of their marketing programs. Optimizely: track call conversions for A/B and multi-variate testing Optimizely is among the most widely used A/B testing software on the web. Previously, Optimizely could only show a user conversions based on clicks, however, with the Ifbyphone and Optimizely integration, users are able to test their landing pages and see offline call conversions alongside those clicks. Capturing phone calls inside of the Optimizely platform provides the missing link for many marketers aiming to maximize the number of phone leads into their business from landing pages and website content. 6

7 Products Keyword Spotting Release Status: Closed Beta New Product Overview The new Ifbyphone Keyword Spotting tool allows you to analyze and score calls based on fully customizable metrics that identify keywords used on a call. Keyword spotting allows customers to assign a numerical value to evaluate the content of a call such as (1) if a conversion happened on a call, (2) the value of the lead (lead score), and (3) the agents followed approved procedures and scripts. Unlike many of our competitors products, Ifbyphone s keyword spotting provides complete flexibility in how customers score calls, allowing for industry terminology, branded terms, and unique scripts. And customers can continually adjust and readjust keyword values on the exact same set of calls until they are satisfied with the call scores. The primary features of Keyword Spotting include: > > Define keywords and assign a positive or negative weight based on who used them (caller or agent) > > Group keywords into Metrics > > New keyword spotting option for phone routing - records and transcribes the call > > Keyword Spotting Summary and Detail Reports identify which keywords were used on a call and calculates the Metric score for each call > > Provide campaign access for keyword reports > > Import your list of important keywords from Google Adwords or any other external source via CSV/ spreadsheet Keyword Spotting is available for Ifbyphone customers on the following packages: Professional and Enterprise. Keyword spotting is priced per minute based on your usage. Contact your account representative for more information on pricing and joining our closed beta program. > > Unable to delete a saved Keyword Spotting Summary or Detail Report 7

8 Next Gen SourceTrak Implementation API Release Status: General Product and New Feature Overview SourceTrak can improve your marketing ROI by tracking phone calls back to specific ads, keyword searches, social media sites, direct mail, , or any other source. Pinpoint which ads, search keywords and campaigns are working and make improvements to maximize lead generation and optimize spending. New in this release: > > Ifbyphone customers can implement SourceTrak Next Gen without relying on our out of the box JavaScript SourceTrak Next Generation is available for Ifbyphone customers on the following packages: Professional and Enterprise. > > None 8

9 Advanced Analytics: Enhanced ClickStream Reports Release Status: Open Beta Product and New Feature Overview The enhanced clickstream reports are new reports and dashboards in our Advanced Analytics platform. Advanced Analytics adds an easy-to-use business intelligence layer to our reporting capabilities to help customers turn data into insights and insights into action. New in this release: > > New metrics including a view into unique site visitors that have seen dynamically inserted phone numbers and the conversion rate of those pages into calls. > > Two new reports show customers which pages directly generate the most phone calls as well as which pages are the first pages on a website that eventually convert into phone calls > > Within the two new reports users can drill to see activity reports on how callers flowed through the customer s websites before making phone calls The Advanced Analytics product which includes the enhanced clickstream reports is available on the following packages: Professional, Interact, and Enterprise. The cost for Advanced Analytics is a $250 setup fee and $300 per month for one concurrent user. Each additional user is $50 per month. > > Unavailable as a white label option 9

10 Queue Callbacks Release Status: Open Beta Product and New Feature Overview Voice is a critical component of driving revenue for many businesses, but it s hard to keep customers happy when they are forced to wait on hold to talk to you. Queue Callbacks allows callers on hold in a Call Distributor queue to press a key while on hold and request a callback rather than continuing to wait on the line. The caller s position in the queue is maintained and when an agent is available the system automatically connects the caller and the agent. This provides a better call experience to the caller and more conversations for our customers. New in this release: > > Ability to enable callbacks for each Call Distributor > > Options to have the caller record their name and/or specify an extension > > Customizable text/audio prompt notifying caller of the callback option > > Callback noted with an icon in the Manager/Read-Only Panel queue > > Reporting New Callback Report indicating original call, callback call and if the callback was successfully completed Call Detail Report will show two calls and callback actions noted in the All Actions > > Caller can request callback on a different number than the one they called from > > Agent receives a whisper message including the recorded caller name (if enabled) and a screen pop with caller details Queue Callbacks is available and included for Ifbyphone customers on the following packages Interact, Professional, Enterprise. There is no additional charge for this new feature. > > Does not support international call backs 10

11 Alerts Release Status: General New Product Overview The Summer Release includes the option to turn on two different preconfigured alerts. The first alert notifies SourceTrak customers when their pools are at 90% utilization. This gives our customers advance warning that they may soon begin showing SourceGuard numbers and losing some of the valuable data captured by SourceTrak. The second alert provides our Call Distributor customers with a notification when their Call Distributor queue slots are near capacity. This gives call center managers a better way to prevent long hold times for callers. alerts are available and included for Ifbyphone customers on the following packages: Professional, Enterprise. There is no additional charge for this new feature. > > None 11

12 Integrations Marin Software Release Status: Open Beta Product and Integration Overview Marin is one of the leading bid management tools. Marin allows marketers and advertisers to bid on and automatically adjust spending patterns on digital ads across a variety of sources (Google, Bing, Facebook, etc.) so that they may optimize their marketing investments. Now, with Ifbyphone s integration with Marin, marketers can see the call conversion activity on keywords that generate phone calls alongside keywords that generate clicks. Additionally, through Ifbyphone s integration with Marin, marketers and advertisers can now analyze conversion data on social media displays where phone numbers are displayed, and where calls are placed, but there may not be any traceable click activity. Having both online and offline conversion data inside of the Marin platforms provides marketers with full transparency into the impact of their PPC programs, allows them to report on both conversion types in one platform, and enables them to adjust their strategies to optimize around phone calls. New in this release: > > Ability to see calls as offline conversions within Marin platform > > Ability to analyze call activity from social media display advertising The Marin integration is available to all customers who have upgraded to the Next Generation version of SourceTrak. Customers must also be issued FTP credentials by Marin. There is no additional charge for this integration. > > Customers must have Marin provided FTP access (usually in the Marin Enterprise Edition) > > Only works with the Next Generation version of SourceTrak 12

13 Acquisio Release Status: Open Beta Product and Integration Overview Acquisio is one of the leading bid management tools. Acquisio allows marketers and advertisers to bid on and automatically adjust spending patterns on digital ads across a variety of sources (Google, Bing, Facebook, etc.) so that they may optimize their marketing investments. Now, with Ifbyphone s integration with Acquisio, marketers can see the call conversion activity on keywords that generate phone calls alongside keywords that generate clicks. Having both online and offline conversion data inside of the Acquisio platforms provides marketers with full transparency into the impact of their PPC programs, allows them to report on both conversion types in one platform, and enables them to adjust their strategies to optimize around phone calls. New in this release: > > Ability to see calls as offline conversions within Acquisio platform The Acquisio integration is available to all customers who have upgraded to the Next Generation version of SourceTrak. > > Only works with the Next Generation version of SourceTrak 13

14 Kenshoo Release Status: General Product and Integration Overview Kenshoo is one of the leading bid management tools. Kenshoo allows marketers and advertisers to bid on and automatically adjust spending patterns on digital ads across a variety of sources (Google, Bing, Facebook, etc.) so that they may optimize their marketing investments. Now, with Ifbyphone s integration with Kenshoo, marketers can see the call conversion activity on keywords that generate phone calls alongside keywords that generate clicks. Having both online and offline conversion data inside of the Kenshoo platforms provides marketers with full transparency into the impact of their PPC programs, allows them to report on both conversion types in one platform, and enables them to adjust their strategies to optimize around phone calls. New in this release: > > Ability to see calls as offline conversions within Kenshoo s platform Available to customers on Interact, Professional (Legacy), and Enterprise (Legacy). There is no additional charge for the integration. > > Customers must request a token from Ifbyphone to enable the Kenshoo integration > > Only works with legacy SourceTrak. Ifbyphone and Kenshoo are working to make the integration compatible with the Next Generation version of our SourceTrak product 14

15 HubSpot Release Status: Open Beta Product and Integration Overview HubSpot is one of the leading Marketing Automation applications on the market today. Marketers use it to capture, score, nurture, and analyze the online leads they generate. With Ifbyphone s integration with HubSpot, marketers can now better understand how their marketing efforts are driving offline interaction as well as online interaction. This is done by integrating our call tracking technology into the HubSpot application, and capturing when a website visitor makes a phone call. Capturing calls alongside other online conversion paths such as form fills gives marketers full visibility into the impact of their marketing programs. New in this release: > > Ability to see calls as form conversions within HubSpot platform > > For customers on the HubSpot Enterprise Edition events can be enabled so users can see trending reports on call conversions The HubSpot integration is available to all customers who have upgraded to the Next Generation version of SourceTrak. There is no additional cost for the integration. > > Customer must have permissions to create a form within HubSpot to set up the integration > > In order to enable the events functionality, customers must be on the Enterprise edition of HubSpot > > Only works with the next generation of SourceTrak 15

16 Optimizely Release Status: General Product and Integration Overview Optimizely is among the most widely used A/B testing software on the web. Previously, Optimizely could only show a user conversions based on clicks, however with the Ifbyphone and Optimizely integration users are able to test their landing pages and see offline call conversions alongside those clicks. New in this release: > > Ability to see calls as their own testable goal within Optimizely > > Availability to see calls alongside of clicks to determine winners in landing page A/B testing Available to customers on: Interact, Professional (Legacy), Enterprise (Legacy). There is no additional charge for this integration. > > Does not work with direct/organic visits > > Only works with legacy SourceTrak. The Ifbyphone team is working to make the integration compatible with the Next Generation version of our SourceTrak product 16

17 Other Enhancements Product Description Packages Pricing Release Status Call Tracking: Remove All Integrations from Phone Routing dropdown Removed All Integrations option from Google Analytics drop down in phone routing. (This was causing confusion among customers. ) All Included None General Call Distributor Enhancements Professional Included Cannot General Ability to make an exact copy of an existing Call Distributor Interact Enterprise cancel clone action in Safari Sort agents by agent weight in the Manager Panel Campaign Access for IVR Report Ability to view IVR report as a campaign user Professional Interact Enterprise Included None General 17

18 Bug Fixes > > In Virtual Receptionist the system now validates the transfer to phone number field > > In Campaign Management the system prevents users from saving a blank value for Campaign Items Type > > When viewing a recording from within the Call Detail Report, the system shows the appropriate Time Zone for Reports within the Recording pop-up > > Using the Click-to API, data is properly displayed for click to call s made > > Within the Call Detail Report the user can now select to display the google click id (gclid) as a field within Advanced Options Release Status Changes > > The live monitoring functionality for Call Distributor has moved from Beta to General Release. Discontinued Features As part of this release we will also be discontinuing products and features: > > We are discontinuing support to users accessing the Ifbyphone portal using Internet Explorer 8 and 9. > > Remind Me, Wake Me, and VoteByPhone are no longer being offered to new customers on any package. We will be phasing out support for these products to existing customers going forward. 18