IVR Voice Based Surveys™

Real-time voice-driven IVR surveys can reveal new insights and create more possibilities for your contact center. Let Pinpoint Research show you how.

Why Voice Surveys?

In short? it’s all about the voice. Our IVR Voice Surveys enable the brand to capture the respondent's experience in their own words, providing the data for speech analytics to deliver the why behind rating data.

Capturing comments in the customer's voice allows for important sentiment and emotion information powering analysis that goes beyond that provided by text alone; data that can help improve call center performance and shape sales and service strategies.

The Features Pinpoint Provides

Automated Workflows

The platform offers features like call forwarding, call-backs, follow-up surveys, and conditional logic leveraging text to speech to create streamlined, personalized survey experiences.

Flexible Survey Design

The platform offers an intuitive, DIY survey builder that allows seamless creation of custom IVR surveys with a variety of question types optimized for voice input surveys. (multiple choice, open-ended, rating scales, piping etc.).

Survey Personalization

Voice files input via automated voice or professional voice talent. Data piping allows survey personalization via data piping for example the survey can be introduced using name, title, loyalty level, etc

Multi-Language Support

The platform supports most languages and voice data recorded in any language can be translated in near real-time.

Advanced Speech Processing

Pinpoint collects voice data at the highest available quality in .WAV format and processes transcription of voice files in near real-time. This speech processing ensures optimum availability of voice data for recall and analytics.

Real-Time Data Capture

Surveys capture customer responses in real-time, with the ability to immediately route that data to your analytics tools.

Detailed Reporting & Audit Trails

Comprehensive operational reporting and audit capabilities are essential for understanding survey performance, customer feedback, and compliance requirements.

Call Forwarding

Surveys can be programmed to offer optional forwarding of the survey call. A typical use of this feature is to offer to connect unsatisfied customers to a service representative to improve account recovery and customer retention.

IVR Voice Surveys™

Real-time voice-driven IVR surveys can reveal new insights and create more possibilities for your contact center. Let Pinpoint Research show you how.

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