Call centre transcription
Improve your agent training and customer experience! Dialpad's AI-powered contact centre platform comes with call centre transcription—in real time. Book a product tour to see how it works!
A contact centre platform... With built-in call centre transcripts
Instead of paying for different tools and putting more work on your IT team, use a good contact centre platform, like Dialpad, which comes with a real-time transcription feature included. Not only would this be more cost-effective, it also streamlines workflows for your agents.
Why pay for a separate call centre transcription service when Dialpad comes with all this?
Real-time transcription
Dialpad’s real-time AI transcription gives you exactly that—a real-time, speech-to-text transcription. No need to wait for minutes or hours after the call like with some transcription services. (It transcribes your voicemail messages too.)
Looking for a call centre solution?
Dialpad gives you a full-fledged contact centre platform. Book a product demo to see its voice transcription in action or take a self-guided interactive tour of the app!
Get more than just call centre transcriptions with Dialpad
Truly unified communications
With Dialpad, your agents and supervisors can handle all internal and external communications from one beautiful app. Phone calls, video meetings, SMS/MMS and instant messaging, you name it. It's all in one place.
See how Dialpad AI Contact Centre works
Whether it's for tracking agent performance or live-coaching, there are many use cases for having call centre transcriptions. Book a product tour to see how Dialpad's contact centre platform can work for you!
More on how Dialpad’s call transcription works
Dialpad’s proprietary artificial intelligence technology is built right into its contact centre platform. Our in-house team owns it, and is constantly improving our machine learning model to make sure it's transcribing with a high level of accuracy. (In addition to incorporating more languages and dialects!)
(In fact, Dialpad's platform provides some of the most accurate transcriptions around.)
How to access your contact centre’s call transcriptions in Dialpad
One great thing about Dialpad is how simple it is to do manage things like transcriptions. To set up automatic call recordings and transcriptions, just go to Admin Settings > Advanced Settings. From here, you have the choice to record and transcribe inbound calls, outbound calls, or both.
Alternatively, you can manually toggle call transcriptions on and off from your active call screen.
To access your call transcriptions, you don’t need to dig around too much—just go to your call history. Once you get to your transcript on the call summary screen, you’ll see more information about that call, like:
The contact’s name, phone number, call date and time, and the duration of the call
An option to search for specific words or phrases in the transcript
An option to add comments and tag teammates in the transcript
A download button if you want to download the transcript or share the link with a teammate
We love the transcription service with Dialpad. We transcribe calls, find opportunities for improvement, and have been effectively doubling the demos-to-calls ratio with better analytics and more sophisticated analytics.
Scott Hansen
Founder and CEO, LeadSigma
Need call centre transcriptions?
Everyone wants to see the data their call centre is producing in an accessible, easy-to-interpret format. But you also want a dependable, powerful tool that will integrate with your existing tech stack and enhance your overall workflow.
With Dialpad, you get all of that and more. Dialpad’s AI has analysed more than one billion minutes of voice, making it one of, if not the most, accurate speech transcription programs in the industry.
See why so many businesses are saying things like, “It’s so easy to run the whole contact centre with Dialpad. It’s very user-friendly—I can run analytics super fast, I can change the queue any time, I can see our call history and transfers, and voicemails get transcribed instantly.” (Thanks, Guillermo!)
Get a closer look at Dialpad’s transcription feature
Book a product tour to see how it can help you optimise your call centre!
FAQs about call transcription
Not at the moment, though we're working on expanding the AI's transcription service to cover Spanish!
Yes! Just go to your Call History menu, then export your call logs to get your call history in a downloadable file.
With Dialpad, you can save your call transcripts for as long as you need to. You can also delete call transcripts manually whenever you want to, keep them forever, or we can set up a custom data retention policy and delete transcripts after a certain amount of time.
A custom data retention policy is particularly important if your organisation or business is in healthcare, insurance, or an industry with strict regulations on customer data retention.
Call transcriptions are easier to scan and search for specific call moments than a call recording, which means it takes way less time to find information. And with Dialpad's searchable transcripts, you can quickly find a certain topic or part of your call just plugging in a keyword.
Second, although it will probably be rare, call transcripts will be easier to use if you ever need them for legal proceedings. They provide easy-to-read proof of what was said between customer and agent. Again, unlikely that you’ll need it, but definitely nice to have.
Lastly, call transcriptions are more accessible for people that have hearing loss or language barriers. So why opt for just recording phone calls when you can have both with Dialpad?
Yes. So if you think you’ll need it later, hang on to it!
Yes, you can set up an exception list for your call centres so that calls coming in or going out to specific numbers, area codes, or country codes will be excluded from call recording and transcription.
Some states like California and Florida have all-party consent laws, so area codes from this list can be used as a starting point for your exceptions list. For the exception list calls, you can choose to only record the agent side of the call if you want a partial transcription or recording.
Although both use voice recognition technologies to turn audio into text, they’re designed for slightly different purposes. Closed captions were primarily created to help make movies and shows more accessible for people with hearing loss, and will typically also describe what's going on visually in addition to what people are saying on-screen. The transcription work is often done by a person after the fact (e.g. after the show has been released).
On the other hand, live transcription tends to only transcribe verbal information, happens in real-time (as opposed to afterward), and is more commonly seen as a feature in video conferencing or conference call software.