Voice is the Purest Form
of Customer Insight
Our Voice Insight Platform™ enables your brand to listen and interpret your customers feedback to drive business value
IVR Voice Survey ™
Delivering the power of voice to leading brands
Seamless contact center integration of IVR Voice Surveys to capture real-time post-transactional data leveraging the true voice of the customer
Real-time Voice Based Surveys™
are the best way to capture the true voice
of the customer
- Capture unfiltered customer sentiment/emotion/data
- Seamless integration with call center processes
- 79% of call center visitors prefer phone surveys over other survey modes
AI driven machine learning Automated Speech Recognition (ASR) models provide the most accurate transcription of recorded conversations or phrases
- Highest transcription accuracy
- Acoustic sentiment and emotion detection
- Supports languages for all developed nations
Leveraging both acoustic voice analysis and text analysis enables actionable data insights from call center recordings and IVR voice open ends.
- Turn voice into business-critical insights
- AI-powered NLP processing of unstructured data
-
Integrating voice and textual analytics in a single dashboard
- Highly customizable
Voice Insight Platform™
Use Cases
Telecommunications
Largest mobile telecom uses IVR Voice Based Surveys™ to seamlessly collect customer experience feedback across all key service channels.
Telecommunications
Largest mobile telecom uses IVR Voice Based Surveys™ to seamlessly collect customer experience feedback across all key service channels.
Goal: To leverage automated Voice Based Surveys™ across all key service channels including retail, contact center, and field service.
Solution: Create a customer API to service channels with a database providing samples to drive outbound phone surveys to retail and field service, and inbound transfer to surveys following contact center transactions.
Results:
- 150% increase in survey complete rates
- 50% decrease in churn based on real-time alerts generated from speech-based qualitative data
- Better quality data that include operational data and survey data.
Insurance / Healthcare
Voice is the common denominator to meet government compliance for patient care.
Insurance / Healthcare
Voice is the common denominator to meet government compliance for patient care.
Goal: To meet government-mandated compliance of consumer feedback reaching all demographic audiences, including the highest level of data security and HIPAA compliance.
Solution: Combine both inbound transfer and outbound IVR voice surveys to ensure the broadest reach across demographic consumer segments to meet all audit and compliance requirements,
Results:
- 100% analysis of voice open-end data assures comprehensive analytics on patient care.
- Meet consumer preference to use phone-based voice surveys, chosen by neartly 80% of consumers over other survey signal options.
- Dramatically reduced time cycle from survey to insight – what previously took 3-5 days now takes less than an hour.
Logistics
It’s all about the delivery. If there is a problem, every minute impacts customer satisfaction.
Logistics
It’s all about the delivery. If there is a problem, every minute impacts customer satisfaction.
Goal: To provide real-time customer Voice Based Surveys™ for contact center and field service response. To seamlessly trigger interaction from transactional data, thus enabling rapid service recovery alerts and insights that drive service process improvements.
Solution: Leveraging event-triggered real-time API data, PinPoint delivered a hybrid IVR voice survey solution combining both inbound transfer and outbound IVR voice surveys to ensure high response rates and the richest voice data for service analysis and improvement.
Results:
- Nearly 300% increase in post field service feedback
- 35% increase in customer satisfaction ratings.
- Dramatic reduction in client churn based on unresolved service issues
Financial Services
Nearly two-thirds of all critical service delivery occurs at the contact center, so knowing how to improve agent performance is the key to winning customer loyalty.
Financial Services
Nearly two-thirds of all critical service delivery occurs at the contact center, so knowing how to improve agent performance is the key to winning customer loyalty.
Goal: To leverage recorded contact center agent conversations for accurate analysis of topic coding and text analytic categorization to improve agent performance.
Solution: Developed API data access to call recording data, leveraging diarization to separate a mono recording, and ASR model tuning to refine industry term recognition. Also implemented a custom redaction library for both audio and text to ensure PII data protection.
Results:
- Implemented in less than 4 weeks
- Ultra high-volume processed in streaming near real-time.
- This resulted in dramatic changes to call distribution and agent processes.
