Transcriptions

Call Transcription

The fundamental issue with call recording is that less than 2% of all calls get listened to by a human supervisor because there is simply insufficient physical time for a supervisor to listen to multiple agents. But a human can read about 10x faster than they can listen, so the coverage can be improved tremendously by using speech transcription. Other things made possible by Speech-2-Text:

• Call Subtitles & Synchronized Playback: click on a word to listen to it
• Export the content of calls to documents and emails.
• Over 30 languages supported for Transcription and Sentiment Analysis.

Seamlessly Integrated

Starting with version v10.3, it automatically uploads the calls to be analyzed to the secure cloud servers and cross references the transcriptions with each agent.

• Compared to third-party analytics, direct integration between the call recorder and the analytics service greatly reduces technical complexity and workflow efficiency.
• Single point of contact for managing your call recordings, transcriptions, automated & manual scoring, and reports.
• Eliminate duplication of configuration, users and permissions.
• Fully supports all CallReplay's file formats and encryption.
• Each department can get its own custom Transcription Policy, including language and sampling rate selection.

Comming Soon

• Searching calls by keywords.
• Use trigger words to send notifications
• Content Classification