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CUSTOMER INSIGHT MARKETNG NEWS: New call centre customer feedback tool

Technology company Rapide has launched a new customer insight system called Speech to Insight.

The system works by transcribing verbal feedback audio files into text digitally. Comments are then processed through the company’s Rant & Rave Sentiment Engine and results are then presented on a bespoke dashboard. This allows companies to view real-time graphs, statistics, categories, league tables and individual comments.

Nigel Shanahan MD at Rapide, commented, “Our new Speech to Insight functionality offers businesses the opportunity to capture call centre customers’ feedback at the critical moment when the customer is most engaged with the brand. Since we perform the analysis as well, businesses receive a full service from data capture to analysis report, which ensures that the process is both time and cost efficient.”