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
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