Call Transcription is a VoIP feature that converts spoken conversations during calls into written text using automated speech recognition (ASR). It enables businesses to document, search, and analyze calls more efficiently — without relying on manual note-taking.
Here’s a more detailed explanation:
What it is:
Call Transcription captures the dialogue from a phone call and translates it into a readable text format, typically in real-time or immediately after the call ends. It’s commonly used by sales, support, and legal teams for recordkeeping, training, and performance analysis.
How it works:
VoIP systems with transcription functionality use AI-powered speech recognition to listen to the call audio and convert the conversation into a text transcript. The transcript can then be stored alongside call recordings, CRM entries, or case files.
Benefits:
- Saves time: Eliminates the need for agents to manually jot down notes.
- Improves accuracy: Captures the full conversation word-for-word.
- Enhances compliance: Keeps a searchable written record for audits or disputes.
- Boosts productivity: Makes it easier to review calls and identify key insights.
Key components:
- Real-time or post-call transcription: Choose between live text generation or after-call processing.
- Speaker identification: Labels who said what in multi-party calls.
- Searchable archive: Lets users search calls by keyword, phrase, or sentiment.
- Language and accent support: Handles different dialects and multilingual interactions.
Why it’s beneficial:
Call Transcription bridges the gap between spoken communication and actionable insights. By turning every call into searchable, analyzable content, it helps businesses improve training, support, compliance, and strategic decision-making — all with minimal effort.