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
