Discover new insights fasterRecordings are helpful but time consuming to analyze. With transcriptions, complete calls can be reviewed in a fraction of the time and analyzed for keywords or topics.
Improve customer experienceWith a history of conversations that can be analyzed for keywords, you can assess and improve how you handle your customer support experience.
Reduce training timeAnalyze 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
1. Enable audio recording
Applied to either conversations or conferences with single or multiple legs.
2. Connect to transcription services
Leverage websockets to integrate a transcription service of your choice.
3. Your customers call you
Your customers call you and reach your contact center. 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 analyzed and transcribed to text.
4. You call your prospects
You launch a telemarketing, collection, or other outbound campaign. Like with an inbound connection upon the completion of a call a recording will be generated. That recording will be analyzed and transcribed to text.
5. Gain actionable insights
With the conversations transcribed you can better analyze their contents searching for things like keywords to identify trends related to campaigns and customer engagement.
6. Turn insights into action
These analyzed findings can in turn be used to improve campaign performance and train both new and existing agents by highlighting best practices in addressing customers’ needs.