Tag Archives: ivr surveys

PinPoint Research Releases New Speech-To-Text Transcription Solution

Real-time Speech-To-Text Transcripts Capture the Voice of the Customer for CX Analytics and Timely Customer Response.

Emeryville, CA, USA (December 9, 2015) — PinPoint Research, pioneers and innovators in IVR survey technology, today announced the addition of a new Speech-To-Text (STT) automated transcription system to its multi-modal survey research platform. The new Speech-To-Text capability is part of PinPoint’s Voice Driven Research™ strategy and gives customers highly accurate, real-time transcripts of voice data collected from IVR and mobile surveys. This solution driven by best-of-breed ASR (Automated Speech Recognition) technology provides a low-cost solution that delivers immediate and highly accurate transcripts of open-end voice responses to support text analytics, customer sentiment analysis, agent training, and customer experience monitoring.

Research shows that 90 percent of consumers would prefer to use their telephones to interact with vendors making voice-driven data collection the trend in IVR surveys. This is especially true for mobile phone users, since smartphone market penetration now exceeds 66 percent in the United States. Enabling major brands to capture and apply the voice of the customer to Enterprise Feedback Management System (EFM) and customer experience (CX) initiatives is an imperative to optimizing customer feedback to improve brand loyalty and customer value.

“Today’s customer experience research needs to capture the Voice of the Customer in real-time for effective research analytics, customer response, and enterprise CX reporting,” said Walter Good, President of PinPoint Research. “Our new Speech-To-Text system delivers transcription processing with greater accuracy, shortening data delivery time and dramatically decreasing the cost of transcription for CX survey insights. The CX market has recognized the value of consumer voice data for survey open ends, the problem is that it has been expensive and time consuming to process voice data to make it actionable to the brand. Our solution provides a radical decrease in the cost of transcription and shortens the wait time to minutes versus days.”

Not only does PinPoint’s Speech-To-Text system provide real-time processing of verbal responses, it also integrates Metadata to enhance analysis. Combining survey data with Metadata and transcripts provides more in-depth insight into open-ended questions and reveals the consumer attitudes, including emotion and sentiment analysis that are most important to the brand. PinPoint’s solution also includes a certified Accuracy Audit that measures transcription accuracy and shows statistical reporting accuracy across a range of variables including phone type, geography, language, etc.

Included with the PinPoint’s Speech-To-Text solution is the option to automatically monitor and redact PCI DSS and PII data from voice and text transcripts to reduce liability. It also can be integrated across omni-channel data collection systems, and respondents can leave voice messages as part of IVR and mobile surveys. In addition to training and customer monitoring, PinPoint’s speech-to-text system can escalate customer responses to the call center using voice-driven data to trigger near real-time push alerts.

About PinPoint Research
Since 1986, PinPoint Research has been developing state-of-the-art research technology for use by market research firms, survey services, and global brands. A pioneer in interactive voice response (IVR) surveys for consumer research, PinPoint Research offers customers hosted services capable of handling millions of simultaneous survey responses. The company is also an innovator in hosted Speech-To-Text technology that captures the voice of the consumer and immediately transcribes it for real-time analytics, response and integration into enterprise customer experience solutions, call center, and retail applications.

PinPoint Research is headquartered in Emeryville, California, with regional offices in Las Vegas, Nevada, and Naples, Florida. For more information, visit http://www.pinpointresearch.com.

Contact:
Tom Woolf
Woolf Media & Marketing
415-259-5638
tomw@woolfmedia.com

PinPoint Research Names Walter Good President

Proven Research and Marketing Analytics executive joins leading IVR CX Research Firm to Launch Voice Driven Research Services.

Emeryville, CA, USA (November 20, 2015) — PinPoint Research, pioneer and innovators in IVR survey technology, today announced that Walter L. Good has been named President and member of the board of directors.

Walter brings more than 30 years of research and marketing experience to the PinPoint Research team. For the last 15 years, he has been working with B2B technology companies focusing on managing research and analytics technologies that service global brand customers. As President of PinPoint Research, Walter will be responsible for overseeing the corporate strategy including the launch of the company’s new speech-to-text platform for interactive voice response (IVR) surveys, which allows market researchers to capture the true voice of the consumer and converts survey data to a form that enables real-time analytics.

Before joining PinPoint Research, Walter was co-founder of MarketTools, a software-as-a-service company that developed and deployed survey technology for research and consumer experience agencies, market research firms, and global brands. Walter Good also led the development of Zoomerang, the first DIY SaaS survey platform. During his tenure with MarketTools, Walter was responsible for forging strategic investment alliances with Procter & Gamble and General Mills that resulted in innovations in their approach to web-based consumer research.

“Walter brings a wealth of B2B market research an analytic expertise to PinPoint Research,” said Dr. Jack Bieda, Chairman and founder of PinPoint Research. “His background in developing and selling research platforms customized to meet the changing needs of consumer survey companies has already proven invaluable in expanding our market reach. We are fortunate to be able to have his leadership and guidance as we bring our new speech-to-text platform to market.”

About PinPoint Research
PinPoint Research is the leader in voice driven research data collection and data processing servicing the customer experience (CX) enterprise market. Since 1986, PinPoint Research has been developing state-of-the-art research technology for use by market research firms, survey services, and global brands. A pioneer in interactive voice response (IVR) surveys for consumer research, PinPoint Research offers customers hosted services capable of handling millions of survey responses every week. The company is also an innovator in hosted speech-to-text technology that captures the voice of the consumer and immediately transcribes it for real-time analytics and integration into customer and CX solutions, call center, and retail applications.

PinPoint Research is headquartered in Emeryville, California, with regional offices in Las Vegas, Nevada, and Naples, Florida. For more information, visit http://www.pinpointresearch.com.

Contact:
Tom Woolf
Woolf Media & Marketing
415-259-5638
tomw@woolfmedia.com