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IVR - Mindshare Technologies Intros In-House Speech-to-Text VoC Tool
June 13, 2011

Mindshare Technologies Intros In-House Speech-to-Text VoC Tool

By Shamila Janakiraman, TMCnet Contributor

Mindshare Technologies has unveiled its Speech-to-Text VoC tool, expected to enhance Customer Feedback Management and the Voice of the Customer (VoC).

In a release, Kurt Williams, Mindshare’s CTO, said, “Mindshare Speech-to-Text is like Voice Analytics on steroids. Typical Voice Analytics tools simply recognize specific keywords spoken in an audio customer comment. They report keyword frequency, which tells store managers very little. Those systems are slow, expensive, and force store managers to spend tons of time listening to and analyzing comments.”

“Mindshare Speech-to-Text is the opposite – it inexpensively makes the audible actionable for location managers. And it works faster than any Voice Analytics or transcription service on the market.”

Being an in-house voice analytics tool, Mindshare Speech-to-Text transcribes customers’ phone comments from which actionable information for customer service managers and executives can be garnered.

Mindshare Speech-to-Text is an advanced form of automated transcription which allows an audio comment to be transcribed then instantly converted into audible feedback by feeding it through Mindshare’s Text Analytics Suite. This gives actionable information for store managers and company executives.

Customers are more open to giving true feedback to an automated phone survey. However, the disadvantage in this kind of feedback is that open-ended comments are difficult for businesses to understand and analyze. This problem is eliminated by Mindshare Speech-to-Text as it offers the ability for companies to capture and use the entire experience of their customers, said officials.

Location managers and other executives receive customers’ comments in both audio and transcribed formats in real-time and Mindshare’s 3-product Text Analytics Suite offers them greater insights into the preferences and complaints of customers. The suite includes Mindshare Explore, Mindshare Discover and Mindshare Monitor.

Companies will be able to improve operational excellence, enhance consumer satisfaction, build customer loyalty, and support employee retention using the information gathered, said Mindshare sources.

In April, Mindshare Technologies unveiled its in-house speech-to-text analytics system in the Enterprise Feedback Management (EFM) industry.

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Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by John Lahtinen

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