Discover new insights fasterRecordings are helpful but time-consuming to analyse. With transcriptions, complete calls can be reviewed in a fraction of the time and analysed for keywords or topics.
Improve customer experienceWith a history of conversations that can be analysed for keywords, you can assess and improve how you handle your customer support experience.
Reduce training timeAnalyse your calls to better understand customers’ needs and how agents can help meet them. With these conversations in place, new agents can learn from real-world examples of how to handle any situation.
Meet regulatory complianceVarious regulatory guidelines mandate call record requirements, transcription can help meet compliance.
How call transcription works
Enable audio recordingApplied to either conversations or conferences with single or multiple legs.
Connect to transcription servicesLeverage websockets to integrate a transcription service of your choice.
Your customers call youYour customers call you and reach your contact centre. Optionally, add a simple IVR menu to your inbound call flow to enable callers to reach the right department directly. Once connected with the proper agent a recording will begin. Upon the completion of the call (whether with that single agent or multiple representatives) that recording will be analysed and transcribed to text.
You call your prospectsYou launch a telemarketing, collection or another outbound campaign. Like with an inbound connection, upon the completion of a call, a recording will be generated. That recording will be analysed and transcribed to text.
Gain actionable insightsWith the conversations transcribed you can better analyse their contents searching for things like keywords to identify trends related to campaigns and customer engagement.