Overview

Call Transcription automatically converts phone conversations into searchable text using advanced speech recognition AI. Perfect for compliance documentation, quality assurance, training, and extracting insights from customer conversations.

Key Benefits:

• Compliance: Complete documentation of customer interactions
• Searchable: Find specific calls by content, not just metadata
• Quality Assurance: Review agent performance and customer satisfaction
• Analytics: Extract insights from conversation topics and sentiment
• Training: Identify coaching opportunities and best practices
• Accessibility: Text alternatives for hearing-impaired team members

Transcription Modes:

• Real-Time: Live transcription during the call (< 2 second delay)
• Post-Call: Transcription after call ends (1-3 minutes processing)
• On-Demand: Transcribe specific recordings selectively

Features

Real-Time Transcription

Live Call Monitoring:

Transcribe calls as they happen with minimal latency:

Live Call Transcription
──────────────────────────────────────
Call: John Smith → Support Agent
Duration: 3m 42s (ongoing)
Language: English (US) - Auto-detected

TRANSCRIPT (Live):
─────────────────────────────────────
[00:00] Agent: Thank you for calling Acme 
       Corporation support. This is Jennifer. 
       How can I help you today?

[00:08] Customer: Hi Jennifer. I'm having 
       trouble with my account login. I keep 
       getting an error message.

[00:18] Agent: I'd be happy to help you with 
       that. Can you tell me what error 
       message you're seeing?

[00:24] Customer: It says "invalid credentials" 
       but I'm sure I'm using the right password.

[00:32] Agent: Let me pull up your account. 
       Can I have your email address please?

[00:38] Customer: Sure, it's john dot smith 
       at example dot com.

[00:45] Agent: Perfect, I see your account now. 
       It looks like your password was reset 
       yesterday for security reasons...

[Live transcription continues...]
─────────────────────────────────────

🎯 AI INSIGHTS (Real-Time):
  - Topic: Account Access Issue
  - Sentiment: Neutral → Slightly Frustrated
  - Keywords: login, error, password, invalid
  - Suggested Actions:
    ✓ Password reset link
    ✓ KB Article: "Login Troubleshooting"
    ✓ Escalate if unresolved after 5 minutes
──────────────────────────────────────

Real-Time Use Cases:

• Supervisor Monitoring: Watch live calls without listening
• Compliance Alerts: Flag keywords (refund, cancel, legal) immediately
• Agent Assist: Suggest knowledge base articles during call
• Quality Scoring: Real-time evaluation of agent performance
• Escalation Triggers: Auto-escalate on sentiment or keywords

Post-Call Transcription

Complete Call Documentation:

Full transcription available 1-3 minutes after call ends:

Call Transcription - Ticket #7842
──────────────────────────────────────
Call Details:
  Caller: John Smith ([email protected])
  Agent: Jennifer Martinez
  Duration: 8m 42s
  Date: November 22, 2025 at 2:45 PM
  Direction: Inbound
  Queue: Technical Support
  Outcome: Resolved

Recording: [Listen] [Download]
Transcript: [View] [Download] [Share]
─────────────────────────────────────

FULL TRANSCRIPT:
─────────────────────────────────────
[00:00] Agent: Thank you for calling Acme 
       Corporation support. This is Jennifer 
       Martinez. How can I help you today?

[00:08] Customer: Hi Jennifer. I'm having 
       trouble logging into my account. I 
       keep getting an error message that 
       says "invalid credentials" but I'm 
       positive I'm using the correct password.

[00:18] Agent: I understand how frustrating 
       that can be. Let me help you get back 
       into your account. Can you tell me what 
       error message you're seeing exactly?

[00:24] Customer: It says "invalid credentials, 
       please try again or reset your password."

[00:32] Agent: Thank you. Let me pull up your 
       account. May I have your email address 
       associated with the account?

[00:38] Customer: Sure, it's john dot smith 
       at example dot com.

[00:45] Agent: Perfect, thank you. I can see 
       your account now, John. I notice your 
       password was automatically reset yesterday 
       for security reasons due to suspicious 
       login attempts from an unfamiliar location. 
       Did you receive an email about this?

[01:02] Customer: Oh! I might have, but I 
       probably didn't see it. I get a lot 
       of emails.

[01:08] Agent: No problem at all. That's 
       likely why you're having trouble logging 
       in. I can send you a new password reset 
       link right now. You'll receive it at 
       john smith at example dot com. Would 
       you like me to do that?

[01:22] Customer: Yes please, that would 
       be great.

[01:24] Agent: I've just sent the reset link. 
       It should arrive in the next minute or 
       two. Please check your inbox and also 
       your spam folder just in case. The email 
       will be from noreply at acme corp dot com.

[01:38] Customer: Okay, I'm checking now... 
       Yes! I see it. I just got it.

[01:45] Agent: Excellent. Go ahead and click 
       that link and set a new password. Make 
       sure it's at least eight characters with 
       a mix of letters and numbers for security.

[01:56] Customer: Okay, I'm doing that now... 
       Alright, I've set a new password.

[02:03] Agent: Great! Now try logging in 
       with your new password.

[02:08] Customer: Perfect! It's working now. 
       Thank you so much for your help, Jennifer.

[02:13] Agent: You're very welcome, John! 
       I'm glad we could get that sorted out 
       quickly for you. Is there anything else 
       I can help you with today?

[02:20] Customer: No, that's all. Thanks again!

[02:22] Agent: My pleasure. Have a wonderful 
       day, and thank you for calling Acme 
       Corporation. Goodbye!

[02:28] Customer: You too. Bye!

[Call Ended: 2m 31s]
─────────────────────────────────────

AI ANALYSIS:
─────────────────────────────────────
📊 Call Summary:
  Customer experienced login issue due to 
  automatic password reset. Agent provided 
  password reset link. Issue resolved 
  successfully during call.

🎯 Topics Detected:
  - Account Access (Primary)
  - Password Reset (Secondary)
  - Security Alert (Mentioned)

😊 Sentiment Analysis:
  Overall: Positive resolution
  Customer Journey:
    Start: Frustrated (problem exists)
    Middle: Neutral (understanding issue)
    End: Satisfied (problem solved)

⭐ Quality Scores:
  Agent Performance: 9.2/10
    - Empathy: ✅ Excellent
    - Clarity: ✅ Excellent  
    - Resolution: ✅ Excellent
    - Efficiency: ✅ Good (2m 31s)

🏷️ Auto-Tagged:
  #account-access #password-reset #resolved
  #high-quality #first-call-resolution

📋 Compliance:
  ✅ Proper greeting and identification
  ✅ Customer verification performed
  ✅ Solution explained clearly
  ✅ Follow-up offer made
  ✅ Professional closing
──────────────────────────────────────

Speaker Identification

Multi-Speaker Recognition:

Transcripts automatically identify and label different speakers:

TRANSCRIPT (3-way call):
─────────────────────────────────────
[Speaker 1 - Agent]: Thank you for calling. 
    This is Jennifer from support.

[Speaker 2 - Customer]: Hi, I need help with 
    my billing.

[Speaker 1 - Agent]: I'd be happy to help. 
    Let me transfer you to our billing 
    department. One moment please.

[Transfer Occurs]

[Speaker 3 - Billing Agent]: This is David 
    from billing. How can I assist you today?

[Speaker 2 - Customer]: Hi David, I have a 
    question about my invoice...
─────────────────────────────────────

Speaker Roles Auto-Detected:
  Speaker 1: Support Agent (Jennifer)
  Speaker 2: Customer
  Speaker 3: Billing Agent (David)

Benefits:

• Clear conversation flow
• Identify who said what
• Analyze agent vs. customer talk time
• Training: Review specific agent statements

Multi-Language Support

30+ Languages with automatic detection:

SUPPORTED LANGUAGES:
─────────────────────────────────────
🇺🇸 English (US, UK, AU, IN)
🇪🇸 Spanish (ES, MX, AR)
🇫🇷 French (FR, CA)
🇩🇪 German
🇮🇹 Italian
🇵🇹 Portuguese (PT, BR)
🇳🇱 Dutch
🇷🇺 Russian
🇨🇳 Chinese (Mandarin, Cantonese)
🇯🇵 Japanese
🇰🇷 Korean
🇸🇦 Arabic
🇮🇳 Hindi
🇹🇷 Turkish
🇵🇱 Polish
🇸🇪 Swedish
🇳🇴 Norwegian
🇩🇰 Danish
🇫🇮 Finnish
🇨🇿 Czech
🇬🇷 Greek
🇮🇱 Hebrew
🇹🇭 Thai
🇻🇳 Vietnamese
🇮🇩 Indonesian
...and more
─────────────────────────────────────

AUTOMATIC LANGUAGE DETECTION:
Call starts → AI detects language → 
Transcribes in detected language → 
Optional translation to English

Setup & Configuration

Call Transcription: [✅ Enabled]

Transcription Mode:
  ⚫ Real-Time (live transcription during call)
  ⚫ Post-Call (transcribe after call ends)
  ⚫ Both (real-time + save final transcript)

Auto-Transcribe:
  [✅] All Calls (transcribe every call automatically)
  [ ] Selective (manual or rule-based)

Languages:
  [✅] Auto-Detect Language
  [ ] Specific Languages Only:
      [✅] English (US)
      [✅] Spanish (ES)
      [ ] French (FR)
      [Add More Languages]

Speaker Diarization: [✅ Enabled]
  Separate speakers in transcript

Auto-Label Speakers: [✅ Enabled]
  Agent: Automatically labeled from user directory
  Customer: Labeled as "Customer" or by name if known
  
Minimum Speakers: 2
Maximum Speakers: 10

PII Redaction: [✅ Enabled]
  [✅] Credit card numbers
  [✅] Social Security Numbers
  [✅] Email addresses
  [✅] Phone numbers
  [✅] Street addresses
  [ ] Names (optional - may affect quality)

Profanity Filter: [ ] Enabled
  Replace profanity with [REDACTED]

Custom Keywords to Redact:
  + Add keyword or pattern
  Example: Account numbers, internal codes

Transcription Quality:
  ⚫ Standard (90-93% accuracy, faster)
  ⚫ Enhanced (93-96% accuracy, slower)
  ⚫ Premium (95-98% accuracy, slowest/costliest)

Audio Enhancement: [✅ Enabled]
  Noise reduction and audio cleanup before transcription

Transcript Retention Period:
  [ ] 30 days
  [ ] 90 days
  [✅] 1 year
  [ ] 2 years
  [ ] 5 years (compliance)
  [ ] 7 years (legal/FINRA)
  [ ] Indefinite (not recommended)

Recording Retention:
  [✅] Match transcript retention
  [ ] Different period: [___] days

Auto-Delete After Retention: [✅ Enabled]
  Automatically purge expired transcripts/recordings

Primary Storage:
  ⚫ Cloud (encrypted cloud storage)
  ⚫ On-Premise (your storage)
  ⚫ Hybrid (cloud + local backup)

Data Region:
  ⚫ US (United States)
  ⚫ EU (European Union - GDPR)
  ⚫ UK (United Kingdom)
  ⚫ Canada
  ⚫ Australia

Automatic Transcript Delivery:
  [✅] Salesforce
      Send transcripts to: Activity Timeline
      Attach as: Note + PDF attachment
  
  [✅] Zendesk
      Send transcripts to: Ticket Comments
      Attach as: Internal note with recording link
  
  [✅] HubSpot
      Send transcripts to: Contact Activity
      Create: Call activity with transcript
  
  [✅] Email
      Send to: [email protected], [email protected]
      Format: PDF + plain text

Enable API Access: [✅ Enabled]
  API Key: [Generate New Key]
  
Webhook Notifications:
  [✅] Transcript Ready (real-time)
  [✅] Transcript Completed (post-call)
  [ ] Keyword Detected
  [ ] Sentiment Alert
  
Webhook URL: https://your-system.com/webhook/transcripts

Transcribe calls only when:
  [✅] Call duration > 30 seconds
  [✅] Caller is known customer (in CRM)
  [ ] Specific queues: [Technical Support] [Billing]
  [ ] Specific agents: [Select agents]
  [ ] High priority customers only
  [✅] Outbound sales calls
  
Do NOT transcribe:
  [✅] Internal calls (extension to extension)
  [✅] Calls < 10 seconds (wrong numbers)
  [ ] After-hours calls

Alert when transcript contains:

Alert Type: Email to [email protected]

Keywords (case-insensitive):
  + "cancel" or "cancellation"
  + "refund"
  + "complaint" or "complain"
  + "lawyer" or "attorney" or "legal"
  + "competitor name" (e.g., "CompetitorCorp")
  + "escalate" or "manager"

Trigger: [✅] Real-Time (immediate alert)
         [ ] Post-Call (alert after call ends)

Alert on Sentiment:
  [✅] Negative sentiment detected
      Threshold: 70% confidence
      Alert: Supervisor via email + Slack #support-alerts
  
  [✅] Escalating negativity
      Sentiment declines during call
      Alert: Real-time supervisor notification
  
  [ ] Very positive sentiment
      Recognition opportunity for agent
      Alert: Manager via email

Use Cases

Compliance & Regulatory

Financial Services (FINRA, SEC):

Requirements:

• Record and store all client communications
• Searchable archive for audits
• 7-year retention minimum

Solution with Call Transcription:

All client calls automatically:
  ✅ Recorded and transcribed
  ✅ Stored with encryption
  ✅ Searchable by content
  ✅ Retained for 7 years
  ✅ Audit trail of access
  ✅ Tamper-proof timestamps

Compliance Dashboard:
─────────────────────────────────────
Total Calls (Nov 2025): 3,847
  Recorded: 3,847 (100%)
  Transcribed: 3,847 (100%)
  Compliance Flags: 12

Flagged Keywords Detected:
  "large trade" - 8 instances
  "insider information" - 2 instances
  "margin call" - 2 instances

Manual Review Queue: 12 calls
Audit Reports: [Generate] [Export]
─────────────────────────────────────

Healthcare (HIPAA)**:

Requirements:

• Document all patient communications
• Protect PHI (Protected Health Information)
• Access controls and audit logging

Solution:

HIPAA-Compliant Transcription:
  ✅ BAA (Business Associate Agreement) signed
  ✅ Encrypted storage and transmission
  ✅ PII/PHI redaction enabled
  ✅ Role-based access controls
  ✅ Complete audit logging

Example Transcript (PHI Redacted):
─────────────────────────────────────
[Agent]: Thank you for calling. Can I have 
         your name and date of birth?

[Patient]: Yes, it's [NAME REDACTED] and my 
          birthday is [DOB REDACTED].

[Agent]: Thank you. And your medical record 
         number is [MRN REDACTED]. How can I 
         help you today?

[Patient]: I'm calling about my test results...
─────────────────────────────────────

PHI Redaction Report:
  - 3 names redacted
  - 1 date of birth redacted  
  - 1 medical record number redacted
  - 2 phone numbers redacted

Quality Assurance & Training

Call Center QA Program:

Use Transcripts for:

• Agent performance evaluation
• Coaching and training
• Best practice identification
• Customer satisfaction insights

Example QA Workflow:

Weekly QA Process:
─────────────────────────────────────
1. Sample 10 calls per agent (random)

2. AI Pre-Screening:
   Transcripts analyzed for:
   ✅ Proper greeting/identification
   ✅ Active listening (questions asked)
   ✅ Solution provided
   ✅ Follow-up offered
   ✅ Professional closing

3. Quality Scorecard (Auto-Generated):
   ┌─────────────────────────────────┐
   │ Agent: Jennifer Martinez        │
   │ Call: Ticket #7842 (8m 42s)     │
   ├─────────────────────────────────┤
   │ Greeting: ✅ 5/5                │
   │ Empathy: ✅ 5/5                 │
   │ Clarity: ✅ 5/5                 │
   │ Resolution: ✅ 5/5              │
   │ Efficiency: ✅ 5/5              │
   │ Closing: ✅ 5/5                 │
   ├─────────────────────────────────┤
   │ Overall: 30/30 (100%)           │
   │ Category: Excellent             │
   └─────────────────────────────────┘

4. Supervisor Review:
   Focus on low-scoring calls (<80%)
   Review transcript + recording
   Identify coaching opportunities

5. Agent Feedback:
   One-on-one coaching session
   Share specific examples from transcripts
   Recognize excellent calls
   Set improvement goals
─────────────────────────────────────

Monthly Trend Analysis:
  Jennifer's Average Score: 95% (↑ 3% vs. last month)
  Top Strength: Empathy and active listening
  Opportunity: Reduce average handle time by 30s

Sales Analytics & Coaching

Inside Sales Team:

Extract Insights from Conversations:

Sales Call Analysis - November 2025
─────────────────────────────────────
Total Sales Calls: 1,247
Transcribed: 1,247 (100%)

📊 CONVERSION METRICS:
─────────────────────────────────────
Calls → Opportunities: 312 (25%)
Opportunities → Closed: 78 (25% of opps, 6.3% overall)

Average Call Duration:
  Converted: 12m 45s
  Not Converted: 6m 23s
  ⚠️ Longer calls correlate with higher conversion

🎯 KEYWORD ANALYSIS:
─────────────────────────────────────
Keywords Associated with HIGH Conversion:

  "ROI" mentioned: 82% conversion
  "Free trial" mentioned: 67% conversion
  "Case study" mentioned: 71% conversion
  Customer asks about "pricing": 63% conversion
  
Keywords Associated with LOW Conversion:
  "Let me think about it": 12% conversion
  "Send me information": 18% conversion
  "Maybe later": 8% conversion
  "Too expensive": 3% conversion

🗣️ TOP PERFORMING SALES PHRASES:
─────────────────────────────────────
Analysis of calls with >50% close rate:

1. "Other customers in [industry] saw [specific result]"
   Used in 87% of high-converting calls

2. "Let me show you how this solves [specific pain point]"
   Used in 79% of high-converting calls

3. "We can get you started with [specific next step] today"
   Used in 82% of high-converting calls

📉 COMMON OBJECTIONS:
─────────────────────────────────────
1. Price concerns (38% of calls)
   Best Response: "Let's look at ROI" (45% overcome)
   
2. "Need to discuss with team" (22% of calls)
   Best Response: "Let's schedule call with team" (61% overcome)
   
3. "Not the right time" (18% of calls)
   Best Response: "When would be ideal?" (32% overcome)

💡 COACHING INSIGHTS:
─────────────────────────────────────
Sales Rep: David Chen
  Calls: 156 this month
  Conversion: 8.3% (above team average)
  
  Strength: Great at handling objections
  Opportunity: Calls are 30% shorter than top performers
    → Recommendation: Spend more time on discovery
    → Share Jennifer's call #7821 as example
─────────────────────────────────────

Analytics & Reporting

Transcript Search

Powerful Search Capabilities:

TRANSCRIPT SEARCH
─────────────────────────────────────
Search Query: "cancel subscription"

Filters:
  Date Range: Last 30 days
  Department: Customer Support
  Agent: All Agents
  Sentiment: All
  Duration: Any
  Customer Tier: All

[Search Transcripts]

RESULTS: 47 calls found
─────────────────────────────────────
Call #1: Ticket #7891
Date: Nov 21, 2025 3:45 PM
Agent: Jennifer Martinez
Customer: Emily Rodriguez
Duration: 6m 23s
Sentiment: Negative → Neutral

Matched Content:
"...I'm calling to [cancel my subscription]. 
I'm just not using it enough to justify the 
cost..."

Outcome: Saved (downgraded to lower tier)
[View Full Transcript] [Listen to Call]
─────────────────────────────────────

Call #2: Ticket #7856
Date: Nov 20, 2025 11:12 AM
Agent: David Chen
Customer: Robert Taylor
Duration: 12m 47s
Sentiment: Frustrated → Satisfied

Matched Content:
"...I wanted to [cancel] but after talking 
with David I understand the features better 
now..."

Outcome: Retained (additional training provided)
[View Full Transcript] [Listen to Call]
─────────────────────────────────────

INSIGHTS:
  Cancellation Rate: 47 calls / 1,247 total (3.8%)
  Save Rate: 62% (29 of 47 retained)
  Common Reasons:
    1. Cost concerns (38%)
    2. Not using features (31%)
    3. Found alternative (19%)
    4. Technical issues (12%)
─────────────────────────────────────

Sentiment Analytics

Emotion Tracking Across Calls:

SENTIMENT DASHBOARD - Last 30 Days
─────────────────────────────────────
Overall Sentiment Distribution:

😊 Positive: 68% (847 calls)
  ■■■■■■■■■■■■■■□□□□□□ 68%

😐 Neutral: 24% (299 calls)
  ■■■■■□□□□□□□□□□□□□□□ 24%

😤 Negative: 8% (101 calls)
  ■■□□□□□□□□□□□□□□□□□□ 8%

SENTIMENT JOURNEY ANALYSIS:
─────────────────────────────────────
How customer sentiment changes during call:

Start Negative → End Positive: 73 calls (72%)
  ✅ Great recovery! Agents resolved frustration

Start Negative → End Negative: 28 calls (28%)
  ⚠️ Unresolved issues - requires follow-up

Start Neutral → End Positive: 187 calls (63%)
  ✅ Good job enhancing customer experience

Start Positive → End Negative: 8 calls (<1%)
  🚨 ALERT: What went wrong? Investigate!

SENTIMENT BY DEPARTMENT:
─────────────────────────────────────
Technical Support:
  Positive: 62% | Neutral: 28% | Negative: 10%
  
Customer Service:
  Positive: 74% | Neutral: 21% | Negative: 5%
  
Billing:
  Positive: 65% | Neutral: 25% | Negative: 10%
  
Sales:
  Positive: 81% | Neutral: 17% | Negative: 2%

🚨 NEGATIVE SENTIMENT ALERTS (Last 7 Days):
─────────────────────────────────────
8 calls with strongly negative sentiment:
  - Ticket #7923 (Nov 21): Billing dispute
  - Ticket #7891 (Nov 20): Service outage
  - Ticket #7876 (Nov 19): Bug not fixed
  [View All Alerts]

Supervisor action taken: 6 of 8
Pending review: 2
─────────────────────────────────────

Topic & Keyword Analytics

What Customers Are Talking About:

TOPIC ANALYSIS - November 2025
─────────────────────────────────────
Top 10 Call Topics:

1. Account Access (312 calls, 25%)
   ■■■■■■■■■■■■■■■■■■■■■■■■■ 25%
   
2. Billing Questions (248 calls, 20%)
   ■■■■■■■■■■■■■■■■■■■■ 20%
   
3. Technical Issues (186 calls, 15%)
   ■■■■■■■■■■■■■■■ 15%
   
4. Feature Requests (124 calls, 10%)
   ■■■■■■■■■■ 10%
   
5. Product Information (99 calls, 8%)
   ■■■■■■■■ 8%
   
6. Integration Help (87 calls, 7%)
   ■■■■■■■ 7%
   
7. Cancellation Inquiries (47 calls, 4%)
   ■■■■ 4%
   
8. Upgrade Questions (43 calls, 3.5%)
   ■■■ 3.5%
   
9. Onboarding Support (38 calls, 3%)
   ■■■ 3%
   
10. Complaint/Escalation (35 calls, 2.8%)
    ■■■ 2.8%

TRENDING TOPICS (↑ vs. Last Month):
─────────────────────────────────────
↑ Integration Help: +34% (new feature launch)
↑ Feature Requests: +18% (customer engagement)
↓ Technical Issues: -12% (recent bug fixes)
↓ Cancellations: -8% (improved onboarding)

KEYWORD FREQUENCY:
─────────────────────────────────────
"password" or "login": 387 mentions
"invoice" or "billing": 284 mentions
"error" or "problem": 213 mentions
"upgrade" or "plan": 156 mentions
"integration": 142 mentions
"cancel": 89 mentions
"feature": 78 mentions

COMPETITIVE INTELLIGENCE:
─────────────────────────────────────
Competitor mentions in calls:

"CompetitorA": 23 mentions
  Context: Price comparison (17), switching from (6)
  
"CompetitorB": 15 mentions
  Context: Feature comparison (12), considering (3)
  
"CompetitorC": 8 mentions
  Context: Previous customer (8)

Action: Sales team alerted to competitive talking points
─────────────────────────────────────

Best Practices

Optimizing Transcription Accuracy

Audio Quality Tips:

✅ DO:
  - Use HD audio codec (G.722 or Opus)
  - Use quality headsets with noise cancellation
  - Maintain stable internet connection
  - Enable audio enhancement in settings
  - Speak clearly at moderate pace
  - Minimize background noise

❌ DON'T:
  - Use low-bitrate codecs (G.711)
  - Use speakerphone (echo and noise)
  - Talk over each other
  - Speak too quickly or mumble
  - Have loud background music/noise

Custom Vocabulary

Improve Accuracy for Industry Terms:

Add Custom Terms:

Admin → Call Transcription → Custom Vocabulary

Add words/phrases that are often mispronounced:

Company/Product Names:
  ✅ "TheVoĉo" → Voh-ca (not "vocoder")
  ✅ "Acme" → Ack-me
  ✅ "PostgreSQL" → Post-gres-Q-L

Technical Terms:
  ✅ "API" → A-P-I (spell out)
  ✅ "OAuth" → O-Auth
  ✅ "Kubernetes" → Koo-ber-net-eez

Industry Jargon:
  ✅ "SaaS" → sass (not S-A-A-S)
  ✅ "GDPR" → G-D-P-R (spell out)
  ✅ "PCI DSS" → P-C-I, D-S-S

Custom pronunciations used in transcription engine
Result: Improved accuracy for your specific use case

Privacy & Compliance

Protecting Sensitive Information:

PII Redaction Best Practices:

ENABLE PII REDACTION FOR:
─────────────────────────────────────
✅ Credit card numbers
   "My card number is [REDACTED]"

✅ Social Security Numbers
   "My SSN is [REDACTED]"

✅ Account numbers
   "Account number [REDACTED]"

✅ Email addresses
   "Contact me at [REDACTED]"

✅ Phone numbers
   "Call me at [REDACTED]"

✅ Addresses
   "I live at [REDACTED]"

COMPLIANCE NOTES:
─────────────────────────────────────
GDPR (Europe):
  - Obtain consent for recording/transcription
  - Allow customers to request deletion
  - Provide access to their transcripts
  
CCPA (California):
  - Disclose data collection and use
  - Allow opt-out of transcription
  - Provide copy of transcripts upon request
  
HIPAA (Healthcare):
  - Use BAA-covered transcription provider
  - Redact all PHI
  - Strict access controls
  - Complete audit logging
─────────────────────────────────────

Pricing

Transcription Costs

Enterprise Feature - Contact support for pricing

Estimated Pricing Structure:

TRANSCRIPTION PRICING:
─────────────────────────────────────
Real-Time Transcription:
  $0.02 - $0.03 per minute
  Example: 10,000 minutes/month = $200-$300/month

Post-Call Transcription:
  $0.01 - $0.02 per minute
  Example: 10,000 minutes/month = $100-$200/month

INCLUDED IN ENTERPRISE PLAN:
  - Setup and configuration
  - Speaker identification
  - Auto-language detection
  - PII redaction
  - API access
  - 90-day storage
  - Standard support

ADDITIONAL COSTS:
  - Extended storage (1+ years): +$0.002/min/year
  - Premium accuracy: +$0.01/min
  - Real-time + post-call: +50% (both modes)
  - Custom models/vocabulary: One-time setup fee

VOLUME DISCOUNTS:
  10,000-50,000 min/month: 10% discount
  50,000-100,000 min/month: 20% discount
  100,000+ min/month: Contact sales for custom pricing
─────────────────────────────────────

Troubleshooting

Low Transcription Accuracy

Diagnostic Checklist:

☐ Check audio quality (codec, bitrate)
☐ Review background noise levels
☐ Verify language setting matches speakers
☐ Test with headset vs. speakerphone
☐ Check for audio enhancement enabled
☐ Review custom vocabulary entries
☐ Verify stable internet connection
☐ Check speaker diarization settings

Solutions:

• Upgrade to HD audio codec
• Enable audio enhancement
• Add industry terms to custom vocabulary
• Switch to Enhanced or Premium quality
• Review and provide feedback to train AI

Missing Transcripts

Possible Causes:

1. Call Too Short:

Minimum call duration: 10 seconds
Calls < 10 seconds not transcribed (likely wrong numbers)

2. Transcription Rules:

Check Settings → Call Transcription → Rules
Verify call matches transcription criteria:
  - Duration requirements
  - Queue/department filters
  - Agent filters
  - Customer tier requirements

3. Processing Delay:

Post-call transcripts: 1-3 minutes processing time
Check "Transcription Queue" dashboard for status

4. API/Integration Issue:

Check integration logs:
  Admin → Integrations → [CRM/Helpdesk] → Logs
  Look for delivery failures

Speaker Identification Issues

Problem: Speakers not correctly identified

Solutions:

1. Enable Speaker Diarization:
   Settings → Call Transcription → Speaker Identification

2. Set Correct Speaker Count:
   Minimum: 2 (agent + customer)
   Maximum: Adjust based on conference calls

3. User Directory Mapping:
   Ensure agents are in user directory
   System auto-labels agents by extension/user ID

4. Audio Quality:
   Speakers must be distinct (different pitch/tone)
   Avoid speakerphone (echo confuses AI)

Getting Help

Resources:

• 📹 Video: Call Transcription Overview (10 min)
• 📄 Guide: Improving Transcription Accuracy (PDF)
• 🎓 Webinar: QA & Compliance with Call Transcription
• 📚 API Documentation: Transcript API Reference

Next Steps

Get Started:

1. ✅ Contact support to enable call transcription
2. ✅ Configure transcription settings
3. ✅ Set up integrations (CRM, helpdesk)
4. ✅ Add custom vocabulary for your industry
5. ✅ Train team on transcript search and analysis
6. ✅ Create quality assurance workflows

Related Features:

• Text-to-Speech →
• Voicemail Transcription →
• CRM Integrations →
• Helpdesk Integrations →