Contact centres
Transcription for contact centres
Support and quality teams reviewing customer calls at volume.
The problem
Quality review samples a handful of calls because listening to all of them is impossible.
- Quality review samples a handful of calls because listening to all of them is impossible
- A recurring complaint is only noticed after it has cost you customers
- Coaching is based on the few calls a supervisor happened to hear
What changes
Every call transcribed through the API, so review works on text and covers everything, not a sample.
- Full coverage instead of spot checks
- Searchable across every conversation
- Volume pricing that makes it viable
What matters here
API volume rates
Down to $0.05 per minute at high volume, with diarization and summaries in the rate.
Telephone audio
Narrowband call recordings are harder than studio audio — accuracy tracks the line quality.
Agent and caller separated
Diarization splits the two sides, which is what makes review usable.
Contact centres: common questions
What comes up when the recordings are contact centres.
Is transcribing every call actually affordable?
At volume the API drops to $0.05 a minute with diarization and summaries included, which is what changes full coverage from aspiration to line item.
Why is accuracy lower than on my meeting recordings?
Telephone audio is narrowband — the codec discards frequency range before the audio ever reaches us. Expect lower accuracy than a video call, and judge the engine on like-for-like recordings.
Can we separate agent and caller?
Yes, diarization splits the two sides. If your platform records each leg separately, feed those in and the labels become near-perfect.
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