Transkription
Intelligently capturing conversation content and presenting it clearly in text form
In every contact center, valuable information is generated during phone calls. However, this information is often hidden in recorded conversations—if calls are recorded at all.
Turn your incoming phone calls (audio recordings) into real added value for your business.
Our AI solution transcribes phone calls and voice inputs
(e.g. as part of a guided BOT interaction) automatically, checks responses against defined requirements, compares them directly with your customer databases or external AI platforms for plausibility, and delivers reliable results for your customers and your organization.
With our AI-powered transcription solution, we reliably and accurately transform your phone calls (audio recordings) into clear, structured text.
Your benefits at a glance
Conversation analysis made easy
Phone calls between callers and contact center specialists are automatically transcribed into text.
Guided, intelligent query or mailbox
Our smart, automated BOT query or mailbox asks callers targeted questions, captures their responses via voice input, and automatically generates a complete text-based transcript.
Multilingual support included
On request, we translate transcripts directly into other languages – fast, consistent, and secure.
Integrate customer databases and AI platforms
The “telephone requests” derived from callers’ voice inputs can be checked in real time for plausibility and accuracy by connecting to individual customer databases and AI platforms.
Optimized processes
With precise, verbatim conversation records of your contact center phone calls, you increase service quality, improve traceability of phone conversations and spoken content, and simplify the documentation of your service calls.
Usable independently of your contact center solution
Our transcription solution is a virtualized, cloud-based service that can be easily integrated into your DTMF- or voice-controlled IVR processes and flexibly activated or deactivated. Self-service management via our administration portal (“Cockpit”) is also available.
Who is the transcription solution suitable for?
- Companies with contact centers that operate international customer service hotlines and want to document customer interactions more efficiently (suitable for inbound and outbound calls).
- Companies that want to use valuable conversation data for analysis, training, or quality assurance.
- International teams that want to convert phone calls into text, i.e. require transcripts (phone conversations in text form) in multiple languages.
If you plan to use a human BOT for future customer interactions, the following fundamental aspects should be considered:
* Calls originating from a BOT application can be retrieved via a SIP-REFER connection to your BOT provider and re-routed to contact center specialists within the contact center.
You can also use a human BOT to handle phone calls by:
- recording calls
- analyzing them in text form
- optimizing the BOT to improve acceptance, as the spoken content is documented in text form
- flexibly activating or deactivating the transcription solution within call routing
- flexibly activating or deactivating your BOT solution within routing (routing configuration via our IN platform – “Cockpit” portal)
- in a call-back scenario, if the caller does not successfully complete the interaction with the BOT, recording the call with a contact center specialist and converting it into text (transcription)*
Further information about the product “Routing service calls via a SIP-REFER connection to BOT solution providers” can be found here.
While AI is changing the future, we build the ‘bridges’ to it for you – so you can already take advantage of tomorrow’s opportunities today.
Always well connected with customized ITK connectivity to your cloud-based BOT solution!
Your added value
With our transcription solution, you elevate your (international) contact center customer conversations to a new level:
- Intelligent, guided, automated BOT query or mailbox
- Real-time plausibility checks via integration with individual customer databases and AI platforms
- Statistical evaluations and an online portal for full transparency and control
- Less manual documentation
- Faster processing of customer requests
- Higher data quality of collected customer information and inquiries
- Transparent, text-based communication records of your service calls, customer information, and requests
- Insights to optimize your products and processes
- Optimization of your BOT (as calls with the BOT are transcribed)
- Flexible activation and deactivation of the transcription solution
Maximum transparency, better processes, less effort – this is how customer service can work today.
Start now with intelligent transcription and turn your phone calls into real added value.
Our experts support you in analyzing and integrating the transcription solution and set it up together with your customer-specific routing.
A trial of the transcription solution is, of course, possible.
We are your smart partner, helping you create more room for what really matters and unlock new possibilities that were unthinkable until yesterday.