World's first in-house speech-to-text analytics system - find insights from call center feedback

Aug. 25, 2011 - PRLog -- Customer Says, a Sydney based Customer Experience Architect Company has partnered with Mindshare Technologies, the leader in real-time customer feedback management, to launch to Australia, the world's first in-house speech-to-text analytics system in the Enterprise Feedback Management (EFM) industry. It's called Speech-to-TextTM, and come summer 2011, it'll be the loudest technology in the business world.

“Most, if not all, Australian banks and large businesses have thousands of hours of recorded real customer feedback and insights which is not utilised”, says Iven Frangi CEO of Customer Says. “The insights they contain represent a huge competitive advantage and will be a game changer in a highly competitive market. Speech- to-TextTM is the missing link which will allowing businesses to have a truly enterprise approach to customer feedback and utilise customer feedback across all communication channels”

Speech-to-TextTM instantly converts over-the-phone survey comments into text, then explores and analysis the comments for key factors in customer satisfaction, discovers actionable information in real-time, and monitors the improvement of those key factors.

"We're taking a customer's full and honest opinion and turning it into something managers at every level can use right away and improve business performance," said Kurt Williams, CTO of Mindshare. "One of our clients receives 85,000 audio comments a month. Nobody has the time, manpower, and money to listen to all of those comments, transcribe them, and analyse them. But Mindshare does it inexpensively and instantly."

The easiest way for a customer to provide feedback is also, ironically, the most difficult for businesses to capture, and analyse. Mindshare eliminates those problems in three steps:

1.   Using automated surveys that include open-ended questions, customers talk freely and describe their full experience — likes and dislikes — without fear and without the bias that exists when confronting a person.

2.   Mindshare converts all that ranting and raving into text using accurate speech-to-text technology, transcribing the comments and saving them for easy recall.

3.   Converted text is then fed into a rigorous text analytics suite, which converts the comments into usable insights for location managers and executives. And it's all done in real-time!

Speech-to-Text(TM) is designed to save companies an incredible amount of time and money while improving their operations, customer satisfaction and NPS.

For more information about the most accurate and in-depth text analytics engine in the world, contact Iven Frangi at 0414 553 333 or visit www.customersays.com.au

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About Customer Says

Customer Says drives operational and customer satisfaction improvement by encouraging businesses to listen to their customers. Assisting companies to achieve operational excellence through actionable feedback, fostering consumer satisfaction, building customer loyalty and supporting employee retention. Our industry experts guide clients in building comprehensive enterprise feedback management (EFM) solutions using Mindshare's proprietary survey technology to capture the voice of the customer in real-time and immediately transforming it into actionable intelligence through powerful and incisive reporting, case management and text analytics tools.