AI Transcription –
Convert Calls into Live Digital Notes

Yes, AI transcription calls are very important for employee training. The manager can use actual call transcripts to show the new joinee to make them understand what the perfect call looks like. Instead of listening to hours of audio, trainers can highlight points of a call transcript where an agent handled an objection well or missed a cross-selling opportunity. It helps in creating the best practices. By reviewing the call transcription service, the output agent can self-correct their mistakes, leading to faster onboarding and much better performance across the team.

Call transcription provides direct feedback from the clients' calls. When you automatically transcribe thousands of support calls, you can spot recurring patterns or complaints about a specific product. For example, if the word login error appears in 20% of your call transcripts, your team knows exactly what to fix.

While both fall under call transcription software capabilities, they serve different purposes. Speech analytics works directly with the audio to analyze how things were said, capturing tone, pitch, and emotions. Text analytics focuses on what it analyzes the written call transcript to find keywords, themes, and trends. Essentially, speech analytics gives you the emotional context, while text analytics helps in deep diving into the data of the transcription of the call. Most top-tier call transcription services today combine both to provide a 360-degree view of customer interactions.

SanCCS- Contact center software is highly recommended for Indian businesses requiring live results. It also offers live call monitoring, call recording, call forwarding, call whispering, and instant call transcripts. It allows supervisors to call whisper during a live call if they see the conversation going off track. Our contact center software is made to handle high traffic volume and provides smooth voice transcription with very low latency. Its ability to automatically transcribe and display text instantly makes it one of the best call transcription software options for proactive quality management.

Yes, AI call transcription software integrates seamlessly with popular CRM systems like Salesforce, HubSpot, Zoho, and even its own CRM. Once a call ends, the call transcript is automatically attached to the client’s profile in the CRM system. It means the next time the client calls, the agent can quickly read the previous transcription of the call to understand the history without asking the client.

Call recording is simply saving the audio file of a conversation. On the other hand, call transcription is an active form of voice transcription technology that turns the audio into a searchable text format. While you must listen to a 10-minute recording to find a specific detail, you can search for a call transcript for a keyword in seconds. Essentially, recording stores the sound, while a call transcription service decodes the information within that sound, making it usable for audits, training, and analytics.

Industries like Healthcare, Banking (BFSI), E-commerce, and Real Estate see the most value.

• In Banking, call transcripts are important for legal compliance and security resolutions.
• In Healthcare, voice transcription helps in maintaining correct patient records in text so the team can easily find records of the patients from the past.
• Ecommerce companies use call transcription software to track delivery issues and customer sentiment.

Essentially, any sector that handles high-volume client queries requires strict audit trails. It is heavily focused on transcription of call data to maintain service standards and satisfy regulatory requirements.

Yes, it is proven that call transcripts help boost First Call Resolution (FCR). By using SanCCS- call transcription software, agents get live assistance and access to a knowledge base based on the call transcript. If an agent can quickly search through past call transcripts of similar issues, they can provide the right solution faster. Not only that, but the team can also monitor the voice transcription of a live call and provide instant tips to the agent to resolve the issue then and there. It helps to reduce the need for follow-up calls and improve customer satisfaction.

Advanced call transcription software like SanCCS utilizes AI and Machine Learning to achieve up to 99% accuracy. The precision of voice transcription depends on factors like audio quality, background noise, and the clarity of the speakers. Quality call transcription services are now trained on Indian English and regional languages, which greatly reduces errors. Even if there are minor problems, the ability to automatically transcribe the conversation correctly provides enough context for business analysis. It also makes it far more efficient than manual notetaking.

SanCCS- Contact center software is built for the global and Indian market. It supports multiple major languages, including English (Indian, US, UK accents), Hindi, and several regional Indian languages. This multilingual voice transcription allows businesses to serve clients in their preferred language. Whether the customer speaks in Hindi or English, the call transcription software can automatically transcribe the words accurately. This makes it a preferred transcription service for BPOs and domestic call centers operating across different states in India.

The cost of SanCCS's AI call transcription is generally a feature of our cloud and on-premises and blended contact center software based on a per user making it scalable for both startups and large enterprises. Prices typically start around ₹1,500 per user per month for basic plans, while enterprise-grade call transcription services with real-time AI analytics may vary based on custom requirements. Since SanCCS offers both cloud-hosted and on-premises contact center solutions, the pricing can vary.

The storage duration for a call transcript is completely customizable based on your company's policy and regulatory needs. Most call transcription software allows you to store data for 6 months, 1 year, or even up to 7 years for legal compliance. With SanCCS, you get secure cloud or on-premises storage options. Since text files take up much less space than audio recordings, you can store thousands of transcriptions of call records without worrying about storage costs.