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News : PinPoint Research Releases Spanish Language Automated Speech Recognition Model for Contact Center Voice Transcriptions

#contactcenterworld, @pinpointivr

Emeryville, CA, US, Sept 1, 2020 -- PinPoint Research, providers in contact center speech data collection, processing, and analytics, has partnered with Cedat85, a European-based provider in call center ASR (automated speech recognition) speech analytics technology. PinPoint and Cedat85 announced the release of a new Spanish-language version of PinPoint’s growing library of ASR automated transcription solutions which gives contact centers highly accurate transcriptions of voice recordings for voice analytic applications.

PinPoint’s newest ASR speech-to-text platform has been developed for contact centers in North America, Latin America, and South America serving healthcare providers, utilities, telecommunications, pharmaceutical companies, government agencies, and other organizations where Spanish-voice support is crucial. Primary applications include multi-speaker contact center voice recording transcriptions and IVR survey open-end transcription, and other voice recordings to capture customer sentiment, experience, and other data for analysis.

In North America, the Spanish language is the second most prevalent language in call centers, and Spanish-speaking consumers are the fastest-growing segment per capita in the U.S. Brands realize the need to offer contact center services in their native language, which also means having the ability to monitor, track, and analyze customer experience data. Such data drives improved agent performance and delivers enhanced policy and product service, resulting in greater sales, reduced churn, and an overall higher ROI.

"We believe that the Spanish-speaking contact center market has been under-supported by speech analytic solutions. Be it in Latin American or North America, the value of highly accurate capture and analysis of contact customers will drive retention and minimize churn for all industries" said Walter Good, President of PinPoint Research. "With the addition of our new Spanish IVR platform, we now provide call centers with multicultural tools to capture customer sentiment."

"Cedat85 has more than 35 years of experience in the development of voice analytics and speech-to-text solutions. A team of researchers, linguists, and engineers work every day to improve the experiences in all areas of speech recognition and transcription. The collaboration with PinPoint's experts has enabled us to create the language model for North American Spanish, achieving high levels of accuracy that can be improved over time thanks to the Machine Learning techniques used by Cedat85," said Enrico Giannotti, Managing Director of Cedat85.

#contactcenterworld, @pinpointivr

Posted by Veronica Silva Cusi, news correspondent

About PinPoint Research:
Company LogoPinPoint Research is the leader in contact center voice-driven data collection™ and data processing servicing the customer experience (CX) enterprise market. With over 30-years’ experience, PinPoint Research pioneered IVR technology application for consumer survey research. Today, our solutions integrate ASR speech recognition technology driving voice and text analytics solutions through accurate transcription of call center voice recordings.
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Today's Tip of the Day - System Considerations

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Published: Thursday, September 3, 2020

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2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80

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