Transcription services

Enreach has two different transcription services, Post-Call Transcription and Real-Time Transcription. Post-Call Transcription provides insights after the call has ended while Real-Time Transcription service is particularly beneficial in scenarios requiring immediate insights and responsiveness.

Post-Call Transcription

The Post-Call Transcription service transforms spoken conversations from calls into textual documentation through advanced speech recognition technology. This service serves as an essential bridge in customer service or sales contact centers as well as in any other company-wide telecommunication by converting verbal communications into written records. By transcribing recorded calls, this solution empowers managers and call parties to document, review and analyze customer interactions and improve the customer experience. Transcription process not only helps in quality assurance and training but also enhances efficiency as well as documentation accuracy. Additionally, the transcribed data opens up opportunities for further refinement and analysis using additional tools and AI-driven analytics.

While the solution is at this point of time implemented by utilizing Azure Speech Service, it maintains independence from any specific speech-to-text service provider. This ensures that that Enreach is not depending on one vendor and can use any other provider in the future if necessary.

The Enreach Post-Call Transcription service, accessible via the Enreach Cloud, currently supports all major languages including Swedish (sv-SE), Finnish (fi-FI), British and American English (en-GB/US), Danish (da-DK), Dutch (nl-NL), German (de-DE), Polish (pl-PL), Norwegian Bokmål (nb-NO), French (fr-FR), and Spanish (es-ES), with the capability to extend the support to a wide range of additional languages.

The Post-Call Transcription solution is based on call recordings and it can be activated on a voice queue and/or in an user account in the Enreach Cloud. Transcriptions are automatically generated after a call has finished, and are shortly available for review and integration via the Enreach API. In addition the transcribed call can be viewed as text in the Enreach VoiceHub after the call. Access permissions to these transcripts are designed to mirror the permissions of the call recordings, enhancing security and privacy as follows:

Individual Users: Have access to their own call recordings and transcripts.

Group Managers: Can access recordings and transcripts associated with queues, callback lists, and, optionally, to all direct calls classified as 'work-related'.

Read More about the Post-Call Transcription in VoiceHub

Post-call transcriptions in VoiceHub

Real-Time Transcription

The Real-Time Transcription service is a speech-to-text solution converting spoken conversations from calls into accurate textual documentation instantly during the call. This service offers 360-degree view of the company data by capturing and analyzing all voice communications and is particularly useful in scenarios where immediate insights or responsiveness are required.

Compared to Post-Call Transcription this service does not require calls to be recorded. While Post-Call Transcription remains useful for detailed analysis after the call, Real-Time Transcription significantly enhances Customer Service and Organization efficiency and decision-making in multiple ways. A few examples can be found in the table below.

Solution utilizes currently Azure Speech Service, but can be connected to any specific speech-to-text service provider in the future.

The Real-Time Transcription service supports all major languages including Swedish (sv-SE), Finnish (fi-FI), British and American English (en-GB/US), Danish (da-DK), Dutch (nl-NL), German (de-DE), Polish (pl-PL), Norwegian Bokmål (nb-NO), French (fr-FR), and Spanish (es-ES), with the capability to extend the support to a wide range of additional languages.

Service can be activated, and transcription retention time defined, to voice queues and/or to specific user accounts. Transcriptions are available in Enreach API, both during the call and after the call has ended. Transcription of the call can be viewed also in the Enreach VoiceHub and Mobile Applications after the call (a view to the during call transcription coming later this spring). Access permissions to these transcripts are designed to mirror the permissions of the call recordings, enhancing security and privacy as follows:

Individual Users: Have access to their own call recordings and transcripts.

Group Managers: Can access recordings and transcripts associated with queues, callback lists, and, optionally, to all direct calls classified as 'work-related'.