Call Transcription involves converting a recorded telephone call completely into writing and storing it as a text file. CreaLog Transcription does this automatically and can provide the text file in near real time. Helpful for converting voicemail-2-text or protocols of talk that have been recorded by our Mobile and Fixnet Recording or Enterprise Communication Recording.
This high performance transcription functionality is also a prerequisite for methodical call analysis to provide customer service management using an IVR with important findings on issues such as customer satisfaction and service quality. Once converted into text, a telephone conversation is easier to analyze, either manually or automatically. By contrast, it takes large amounts of time and processing power to search whole voice recordings for any specific subject. Supervisors can search for issues more easily, the high relevance of which is only recognized in hindsight – or was not even known beforehand.