Ladies and gentlemen, thank you for standing by, and welcome to Marchex Third Quarter 2020 Earnings Call. At this time, all participants are in a listen-only mode. After the speaker presentation, there will be a question-and-answer session. [Operator Instructions] I'd now like to hand the conference over to your speaker today, Mr. Trevor Caldwell, Senior Vice President of Investor Relations and Strategic Initiatives. Thank you. Please go ahead, sir.

Thank you very much. Good afternoon, everyone, and welcome to Marchex's business update and third quarter 2020 conference call. Joining us today are Michael Arends and Russell Horowitz. Before we get started, I'd like to take this opportunity to remind you that our remarks today will include forward-looking statements, including references to our financial and operating performance and actual results may differ materially from those contemplated by these forward-looking statements. Risks and uncertainties that could cause these results to differ materially are set forth in today's earnings press release and in our most recent annual and quarterly report filed with the SEC. Any forward-looking statements that we make on this call are based on assumptions as of today, and we take no obligation to update these statements for subsequent events. During this call, we will present both GAAP and non-GAAP financial measures. Reconciliation of GAAP to non-GAAP measures is included in today's earnings press release. The earnings press release is available on the Investor Relations sections of our website. At this time, I'd like to turn the call over to our Mike Arends, our Co-CEO and Chief Financial Officer.

Thank you, Trevor. Good afternoon and thank you everyone for joining us today. Just a few weeks ago, we finalized our strategic evolution where we separated our media assets and now have clarity and more singular focus on our conversational intelligence and sales engagement opportunity. We also completed our joint tender offer with one of our largest shareholders in which we purchased approximately 25% of our outstanding stock. With these important and strategic events successfully closed, we believe we are well-positioned to move forward and make meaningful progress. Marchex Technology Solutions address unique high-impact problems for our customers. We harness our rich conversational data to expand our AI capabilities to solve an increasing array of mission-critical problems for our customers and as a part of this, we provide customizable, visual analytics to make it easier for marketers, salespeople and call-center teams to realize actionable insights across a growing amount of conversational data. According to recent market reports, the speech analytics market is expected to grow to more than $2 billion in the next two years. Further, the use of texting between consumers and businesses is exploding. Businesses need our help more than ever to understand and capture each and every new customer engagement. They're under increasing pressure to deliver compelling, personalized experiences at each turn of our marketing and sales engagement process across communication channels. Every step on that path to purchase from the customer's first interaction with an advertisement through the sales conversation over text or phone, has the ability to be a customized experience that delivers on customer need. By delivering conversational intelligence into highly impactful, sales engagement solutions that allow businesses to harvest the value of these customer interactions, we have the potential to capitalize on this emerging, multibillion-dollar market. Although COVID-impacted economic conditions remain fluid, in the third quarter we saw signs of recovery in our business and in certain verticals such as with our auto, home services and dental customers. Furthermore, what many of our customers and prospects remain cautious about where and how they are spending their dollars, we are seeing increasing signs that they are more willing to start planning go-forward opportunities. Despite the current macro uncertainties, we've continued to execute on positioning Marchex as a leader in conversational intelligence and sales engagement. Our recent interactions with customers and prospects, reinforce our belief that we can come out of this current cycle and accelerate as the business environment normalizes. With that, I'd like to hand the call to Russ.

Thanks Mike. We are in an inflection point in our industry. According to e-market research, we're now spending more time on our mobile devices and in front of our TVs. We increasingly just need to push buttons on our mobile phones to engage with the business and initiate some type of potential purchase. Marchex is a technological leader in our space and we believe our expanding AI capabilities, give us the unique opportunity to deliver for customers that need immediate insights from sales conversations combined with the ability to act on those insights to close more sales. We deliver a full picture of customer engagement, starting with a marketing campaign that drove the customer conversation through the performance of the individual sales representative as well. The set of problems we can now solve for is larger than anything Martech has ever tackled. It represents a significant expansion of our market opportunity. To capitalize on this opportunity, we've created a more focused organization with rapidly expanding capabilities and a robust future product pipeline. We believe the COVID slowdown does not distract from our long-term opportunity and as Mike noted, we are now completing our transition to being a business uniquely focused on the conversational analytics and sales engagement opportunity and we are increasingly being recognized in impactful ways. For example, in its April 2020 Industry Report, Opus Research evaluated 11 solution providers for defining the emerging conversational intelligence market. Eleven companies included were analyzed on four factors breadth of conversational intelligence services, multichannel such as voice and text messaging, engagement model and speeds to deploy as well as size customer base and longevity. Marchex was the highest rated company in the report and we were judged to have the widest breath of conversational analytics capabilities. The Opus Research Report describes a…

Thank you, Russ. For the third quarter, revenues were $26.5 million. The third quarter continued to be characterized by the events of the COVID-19 pandemic. We saw our call volumes for some customers partially recover in the summer, which is typical of the seasonally higher summer period for verticals like home services. Within our business, volumes near the end of this past quarter typically slow into the fall and we've seen that trend continue in October. New business remained largely delayed in the quarter as many prospects and customers continue to wait on deployments of new sales technology while interest remains active looking forward into next year. For the third quarter, cost containment remained a priority and a core topic of conversation about both existing and new customers. However, there were pockets of renewed interest in technology applications and our services from a variety of vertical categories that give us a clearer view into several new opportunities that we believe will play out in our favor as businesses adjust to the new normal to reach customers and prospects in their selling processes. Looking on a vertical basis, we saw increases in appointment trends from the lows in April in categories like home services, dental and auto, which historically peaked in the summer months. In the summer, verticals like travel recovered somewhat off of April volume levels, but remained down significantly on a year-over-year basis. Also as I mentioned on the last earnings call, during the third quarter, we provided a series of options to support our customers including discounts, payment timing and other relief and in certain cases, waive minimum package commitments. We also had some customers close their doors or radically curtail their operations due to the pandemic. Many of these latter items will have some level of permanent…

[Operator instructions] Your first question will come from Darren Aftahi with ROTH Capital Partners. Please proceed with your question.

I hope you're well. Two if I may. I know you acquired Sonar roughly 10 months ago. I am just kind of curious I know there is some talk with their text analytics capability and your call analytics just kind of to create this closed-loop multitouch platform. I am just curious any sort of timeframe for maybe when that might be rolled out or if it's being piloted beta with customers, just any kind of insight there? And then your commentary about how the intermediate outlook, I am just kind of curious to get back to kind of that double digit organic growth on a run rate basis, what sort of needs to happen from a business environment I mean are you assuming COVID is complete in the rearview mirror, are we kind of as hybrid scenario where and I quite know what that looks like, but I'm just kind of curious any context around it would be helpful?

Darren, thanks for the good words and you're healthy and well too. Let me address your first question and my maybe you can jump in on the second. On the product front, the acquisition of Sonar accelerated a lot of what we were working on and that was part of the key strategic pieces involved with it because our belief was given the acceleration of adoption of texting by consumers with businesses, this would become a must have component of an integrated solution and the good news and one of the reasons why we feel pretty positive and encouraged about we're going directly, is our conversations with customers have really validated their need for an integrated voice and texting solution and we've gone through a fairly accelerated product development cycle where that's something that we're going to be expecting to be able to deliver into market very shortly. So we do have products that we are testing with, with integrated voice and text and we believe that's a catalyst for us in 2021 as well as a strategic differentiator and that's the texting capabilities of one of the accelerants for us in leveraging our analytic insights platform into the sales engagement applications, which we think expands our addressable market. So the texting aspects are current events and we think the catalyst in 2021.

And Darren, this is Mike. Why don’t I address the second part of the question about some of the intermediate thoughts about our growth rate and I think part of your question revolves around what's the impact from COVID. We don't know the exact impact of COVID and what the unwinding will come to bear. How that will exactly will play out. We do think in 2021 it is more likely that there is going to be some unwinding. We hope its substantial and we hope it becomes completely in rearview mirror, but we don't think it has to be completely in the rearview mirror for us to make progress. In specific terms, we have been making a lot of progress on our products in the last six to nine months, while we've been in this environment. Russ just talked about some the integration that's going on with our texting solution capabilities and how that's resonating with some of our existing customers. There are a variety of products that we have slated for the table over the course of the next six to nine months as well as beyond that number of months. The conversations that are happening with our existing customers as well as some of our prospects are suggesting there's some strength in our ability to get momentum and we had some momentum going prior to the entry into the COVID world. We do think it won't take that much to be able to get that momentum back and that's what we're looking forward to and we're trying to do as much as we can right now to set the stage for exactly that in 2021.

Just on the margin, any outside of the your customer base in auto and home services and that all the like in HVAC, are there any other verticals you would call out that maybe text might be the turnkey to unlock more quickly in terms of penetration?

Sure, there is a variety of them, a couple I'd hit on are I think you mentioned dental. There's other applications in the health category where it could be complementary. Financial services has been a big category and we see application and insurance and financial services and then senior living is when we talked about and there is a vertical where we think we can make headway as well.

Your next question will come from Mike Latimore with Northland Securities. Please proceed with your question.

Hi, this is [indiscernible] on for Mike Latimore. Could you tell me how have call volumes stranded by month June to October?

Sure, this is Mike. So thank you for the question. The call volumes in April and parts of April were lowest that we've seen in some time and had the really radical impact from the COVID activity. We saw some uptick starting again into May and June. July and August showed continued strengths, so increases there. September, we definitely had some of the impact of the seasonal volume start to ebb and show some impact during that month and we saw some of those continuations as expected in the normal seasonal course as we move through October. We've had a number of customers that unfortunately have been significantly impacted by the pandemic and some of them have been more permanently impacted by the pandemic, but Russ has mentioned some comments already during the course of the call, where we do believe that those permanent impacts and calls going away are not going to detract especially in the intermediately long-term term from our opportunity. We still think we can get some of the momentum what we've talked about on this call.

Okay. And you effectively giving customers modified terms or break of best to normal pricing?

So in the course of March, April and some the subsequent months, we have provided and we had comments previously where we had referenced we have provided adjustments for some of customers in some cases that included pricing breaks or some modified packages or timing delays for them to be able to deal with their set of circumstances. For the most parts that has all been resurrected and returned back to normal conditions at this point in time and knock on wood, if things do continue to unwind, we'll be looking forward to that momentum building in a healthy way as opposed to a compromised way.

[Operator instructions] At this time, there are no further questions in queue. Do we have any closing remarks at this time?

We wanted to thank everyone for joining us today and we look forward to continuing to share our progress over the coming months and quarters. Thank you.

Thank you, everyone.

Ladies and gentlemen, this concludes today's conference call. Thank you for participating. You may now disconnect.