Real-Time Transcription & Intelligence: Powering Every Conversation

What Is Transcription in Contact Centers?

Transcription in Contact Centers consists of automatically converting, in real time, the conversations between Agents and Customers into written text. This process not only provides an exact and readable record of each interaction, but also facilitates the search, analysis, and management of large volumes of conversational data.

Having transcription is an advantage because it helps improve service quality through precise tracking of interactions, optimizes Agent training by providing real material to work with, speeds up regulatory compliance and dispute resolution by providing clear evidence, and enhances advanced analytics, such as trend detection or identifying recurring issues, thanks to reliable and structured data.

How Real-Time Transcription Works

Why Is It Important to Have Software That Includes This Feature?

Having a solution like NGNCloudComm, which includes real-time transcription, represents a decisive competitive advantage. It’s not just about recording what is said during a call, but about turning that information into an asset for the organization. With this feature, quality control and verification teams drastically reduce the time needed to review interactions, since they can instantly locate relevant parts. Training and supervision teams get real, accurate material to improve agent performance.

All this results in faster processes, better-informed decisions, and a superior customer experience.

Use Cases: How It Transforms Your Contact Center

Real-time transcription and translation have a direct impact on all Contact Center processes, from training and onboarding new Agents to managing complex or multilingual calls. Thanks to these capabilities, calls can be audited and analyzed more quickly, incident detection is faster, and informed decision-making is boosted. In addition, Contact Centers can expand their international reach without major investments in multilingual staff, while always ensuring clear and efficient communication.

The result is a more productive environment, adapted to today’s challenges and ready for the challenges of the future.

NGNCloudComm: Beyond Transcription, Real-Time Translation 🌐

NGNCloudComm takes transcription functionality further by integrating real-time translation both in text and audio. The system allows you to set the Customer’s and Agent’s languages so that simultaneous translation works correctly. This way, what the Customer says is transcribed and translated in real time for the Agent, while the Customer receives responses in their own language through synthesized voice and on-screen text.

This breaks down language barriers and empowers Agents to deliver seamless support to customers in any language. In this way, NGNCloudComm turns every conversation into an opportunity to provide agile, inclusive, and truly global service.

Want to see this feature in action?
Watch the video below and discover why NGNCloudComm makes all the difference ▶️