During this time of uncertainty we’ve all become more familiar with medical terms like contract tracing, community spread, and false positives. Did you know the concept of ‘false positives’ is also applicable to your business? What data are you using to project your recovery? A phone call can tell the difference between a motivated buyer and a bored browser.

1. Our mission at iovox is to make data from all phone calls useful, valuable and actionable
Bored
browsers or
motivated
buyers?
THE PHONE
CALL TELLS
THE STORY!
iovox Global Research Report : May 2020

2. During this time of uncertainty getting
the online experience right has never
been more important
iovox Global Research Report : May 2020

3. But is your business relying on
"false positives"
to evaluate recovery?
iovox Global Research Report : May 2020

4. The phone call is a
powerful tool for
measuring business
success
Most people do not
call unless their
intentions are serious
iovox Global Research Report : May 2020

5. At iovox we
have 2020 call
data that you
may find
interesting
iovox Global Research Report : May 2020

6. iovox works in over 65 countries
We selected 4 from the same
region to compare how call
volumes were affected in 2020
iovox Global Research Report : May 2020

7. PRE-LOCKDOWN
JAN/FEB 2020
LOCKDOWN
MAR/APR 2020
EASE OF LOCKDOWN
MAY 2020
ITALY : CALL VOLUME
% compared to historical monthly average
84% 1 2% 62%
ITALY SAW A LOWER THAN
AVERAGE CALL VOLUME AT
THE BEGINNING OF THE YEAR
SHOWING BUSINESS WAS
EFFECTED BEFORE OFFICIAL
LOCKDOWN
ITALY WAS THE HARDEST HIT
COUNTRY IN EUROPE FOR
DROP IN CALLS
ITALY HAS THE SLOWEST
RECOVERY BUT COMPARED
TO LOCKDOWN MONTHS IS
DOING WELL
0
10
20
30
40
50
60
70
80
90
100
iovox Global Research Report : May 2020

8. PRE-LOCKDOWN
JAN/FEB 2020
LOCKDOWN
MAR/APR 2020
EASE OF LOCKDOWN
MAY 2020
BELGIUM : CALL VOLUME
% compared to historical monthly average
1 00% 86% 95%
BELGIUM’S CALL VOLUME
WAS NORMAL FOR THE
BEGINNING OF THE YEAR
BELGIUM WAS THE LEAST HIT
COUNTRY FOR CALLS AND DID
NOT DO A FULL LOCKDOWN
BELGIUM IS RECOVING WELL
AND ALMOST BACK TO
NORMAL CALL VOLUMES
0
10
20
30
40
50
60
70
80
90
100
iovox Global Research Report : May 2020

9. PRE-LOCKDOWN
JAN/FEB 2020
LOCKDOWN
MAR/APR 2020
EASE OF LOCKDOWN
MAY 2020
FRANCE : CALL VOLUME
% compared to historical monthly average
99% 31 % 77%
FRANCE’S CALL VOLUME WAS
JUST BELOW NORMAL FOR
THE BEGINNING OF THE YEAR
FRANCE’S CALL VOLUME
DROPPED A LOT DURING
LOCKDOWN
FRANCE IS RECOVERING VERY
WELL
0
10
20
30
40
50
60
70
80
90
100
iovox Global Research Report : May 2020

10. PRE-LOCKDOWN
JAN/FEB 2020
LOCKDOWN
MAR/APR 2020
EASE OF LOCKDOWN
MAY 2020
UK : CALL VOLUME
% compared to historical monthly average
1 00% 55% 76%
UK’S CALL VOLUME WAS
NORMAL FOR THE BEGINNING
OF THE YEAR
CALL VOLUME ALMOST
HALVED DURING LOCKDOWN
BUT DID BETTER THAN MOST
COUNTRIES
UK IS RECOVERING WELL IN
TERMS OF CALL VOLUME
0
10
20
30
40
50
60
70
80
90
100
iovox Global Research Report : May 2020

11. 84%
12%
62%
100%
86%
95%99%
31%
77%
100%
55%
76%
0
10
20
30
40
50
60
70
80
90
100
Pre-Lockdown Lockdown Easing
COUNTRY COMPARISON CALL VOLUMES
% compared to historical monthly average
B E L G I U M
B E L G I U M
B E L G I U M
I TA LY
I TA LY
I TA LY
U K
U K
U KF R A N C E
F R A N C E
F R A N C E
iovox Global Research Report : May 2020

12. KEYMETRICS
30%
INCREASE IN
CALLS GOING TO
VOICEMAIL
DURING
LOCKDOWN
iovox Global Research Report : May 2020

13. KEYMETRICS
1.5%
OF CALLS RING OUT
WITH NO VOICEMAIL
THIS IS THE HISTORICAL CALL
AVERAGE PRE-LOCKDOWN
iovox Global Research Report : May 2020

14. KEYMETRICS
3 - 4%
OF CALLS RANG OUT
WITH NO VOICEMAIL
DURING LOCKDOWN
Not only was the call missed,
but the caller was unable to
leave a message
iovox Global Research Report : May 2020

15. iovox works with and
provides tailored solutions
for all business types
We compared call volumes
from 7 market sectors
iovox Global Research Report : May 2020

16. 58%
46%
88%
80% 76%
87%
126%
0
20
40
60
80
100
120
LOCKDOWN (MAR-APR 2020)
CALL VOLUMES TO WEB VISITS DURING LOCKDOWN
% compared to historical monthly average
DURING LOCKDOWN
CLASSIFIED CONVERSION RATE
FROM WEB VISITS TO CALLS
WAS 46% OF NORMAL
DURING LOCKDOWN FINANCE
CALL PER WEB VISIT
INCREASED TO 126% OF
NORMAL
CALLS COMPARED TO WEB TRAFFIC DROPPED SIGNIFICANTLY EXCEPT FINANCE WHO SAW AN INCREASE
PROPERTY
CLASSIFIED
HOSPITALITY
DIRECTORY AUTOMOTIVE
UTILITIES
FINANCE
iovox Global Research Report : May 2020

17. CALL VOLUMES PER SECTOR DURING LOCKDOWN
% compared to historical monthly average
37% 31% 30%
64%
54%
90% 87%
0
20
40
60
80
100
120
LOCKDOWN (MAR-APR 2020)
DURING LOCKDOWN HOSPITALITY &
CLASSIFIED WERE THE WORST HIT
SECTORS WITH 30-31% OF NORMAL
CALL VOLUME
UTILITES & FINANCE CALL
VOLUMES REMAINED HIGH AS
EXPECTED DUE TO CONCERNS
PROPERTY
CLASSIFIED HOSPITALITY
DIRECTORY
AUTOMOTIVE
UTILITIES FINANCE
iovox Global Research Report : May 2020

18. CALL VOLUMES PER SECTOR DURING RECOVERY
% compared to historical monthly average
49% 47%
7%
60% 58%
80%
103%
0
20
40
60
80
100
120
EASING (MAY 2020)
PROPERTY CLASSIFIED
HOSPITALITY
DIRECTORY AUTOMOTIVE
UTILITIES
FINANCE
HOSPITALITY FAILING
TO RECOVER WITH
CALL VOLUMES DOWN
TO 7% OF NORMAL
iovox Global Research Report : May 2020

19. SECTOR COMPARISON CALL VOLUMES (Lockdown – Easing)
% compared to historical monthly average
37%
49%
0
20
40
60
80
100
31%
47%
0
20
40
60
80
100
30%
7%
0
20
40
60
80
100
64% 60%
0
20
40
60
80
100
54% 58%
0
20
40
60
80
100
90%
80%
0
20
40
60
80
100
87%
103%
0
20
40
60
80
100
PROPERTY
Call volumes fell to 37% of
normal, recovering slowly
CLASSIFIED
Call volumes fell to 31% of
normal, recovering slowly
HOSPITALITY
Call volumes fell to 30% of
normal, continuing to decline
post lockdown at 7% of normal
DIRECTORY
Call volumes fell to 64% of
normal, continuing to decline
slowly post lockdown
AUTOMOTIVE
Call volumes fell to 54% of
normal, recovering slowly
UTILITIES
Call volumes fell to 90% of
normal, slow decline
FINANCE
Call volumes fell to 87% of
normal, recovery past
normal call volumes
iovox Global Research Report : May 2020

20. KEYMETRICS
CALL LEADS
CONVERTING AT SAME
% TO PRE-LOCKDOWN
EVEN THOUGH CALL VOLUMES ARE
DOWN, CALL LEAD CONVERSIONS
REMAIN AT THE SAME PERCENTAGE
But less calls are answered so
leads are being missed
iovox Global Research Report : May 2020

21. iovox has
services & the
know-how to
help businesses
succeed
iovox Global Research Report : May 2020

22. • Inbound marketing calls
• All inbound & outbound calls
• Web call-back online solution
CALL TRACKING
• Track inbound text messages
• Track SMS conversations
between parties
SMS TRACKING
• Call recording & transcriptions
• Keyword & Phrase spotting/searching
• Call outcome analysis
• Call sentiment analysis
CALL INSIGHTS
• CRM call syncing
• API integration
• Real-time analytics
ANALYTICS SOLUTIONS
• Missed call alerts & voicemail
• Voice “whisper” branding
• Call failover & time-based calling
ALERTS & FEATURES
• Analytics on PBX services
• Mobile call center solution for
working from home
• Tracking mobile calls
PBX & MOBILE SOLUTIONS
iovox Global Research Report : May 2020

23. Established in 2007
200+ Customers
Own Technology
Multilingual 24/7 Support
Global Coverage
Offices in London, Paris, San Francisco,
Las Vegas and Sydney
About iovox Exclusive Offer
$50,000 service credits
$10,000 each for the first 5 clients
that sign up to new contracts
Minimum contract term 12 months / $2K month
Offer ends July 31, 2020
Visit the iovox sponsor page here
iovox Global Research Report : May 2020

24. Contact iovox to
schedule a free demo
PHONE
London: +44 20 7099 1070
Las Vegas: +1 702 425 7505
San Francisco: +1 888 408 4128
Paris: +33 1 84 88 46 40
Sydney: +61 2 8520 3530
E-MAIL
omp@iovox.com
www.iovox.com
Thank you
iovoxmakeitsimpletotrackandmanagecallinteractions
iovox Global Research Report : May 2020