Call Transcription   

The Call Transcription feature automatically converts your call recordings into written plain text. It uses speech recognition technology to analyse the audio, identify words, and produce a written conversation transcript.

In Zoho Voice, this feature is supported by Zia (Zoho's in-house AI model) and/or Google's speech recognition service.

What are the two options available to perform Call Transcription?

• You can transcribe all your call recordings automatically by enabling the Auto-Call Transcription option.

• You can transcribe the required call recordings on demand.

 What are the pre-requisties to perform the Call Transcription?  

• Call Recording option must be enabled.

• Call Recording Profile must be set for the numbers to which the transcription is to be performed.

• Ensure that Auto-Call Transcription is enabled for the numbers where call transcription should be performed automatically.

Note: The format of the generated-transcription varies depending on the channel (Mono or Stereo) selected in the Call Recording Profile.

Transcription providers available in Zoho Voice  

• Zoho: Supports English, Spanish, German, French, Italian, Dutch, Russian. It also supports various English dialects such as English (AU), English (CA), English (UK), English (US), and English (IN). 

• Google: Supports 10+ languages and dialects, including Portuguese, Dutch, French, Hindi, English, German, Spanish, Italian, Korean, and Japanese.

How to enable Auto-Call Transcription?

1. Log in to your Zoho Voice account and navigate to Call Config module.

2. Select the number and click the Edit icon for which the auto-call transcription is to be enabled.

3. Ensure that Call Recording for this number is enabled and click the Add Call Recording Profile.

4. Enable the Auto-call Transcription.

5. Fill in the required fields.

  Fields:  

• Transcript Language: The language that is to be transcribed. Select it from the drop-down.
  

  Note: The selected transcript language must match the call-recorded language.

• Transcript provider: Select Zoho or Google provider from the dropdown.

• Enable Email Notification: When enabled, an email notification will be sent after the transcription is completed.

• Attach Recording and Transcription: When enabled, the recording and the transcription will be attached and sent along with the email notification.

• Notify To: Select to whom (only the respective agents, or agents and their supervisor) the notification has to be triggered.

• You will be able to view the used transcription minutes, balance minutes, and the total minutes.

6. Read and agree to the Terms of Services and Pricing.

7. Click Save.

Notes: 

• You must agree to the terms of service and pricing to begin your call transcription journey.

• Zoho Voice supports up to 10,000 minutes of transcription /month. For more demanding business needs, transcription minutes can be added upon request.
  

How to generate Call Transcription On-Demand?

1. Navigate to Logs and to the Call Recordings tab.

2. Hover over the call recording icon and click Generate.

3. Fill in the required fields.

Fields:

• Transcript Language: The language that is to be transcribed, select from the drop-down.
  

  Note: The selected transcript language must match the call-recorded language.

• Transcript provider: Select Zoho or Google provider from the dropdown.

• Enable Email Notification: When enabled, an email notification will be sent after the transcription is completed.

• Attach Recording and Transcription: When enabled, the recording and the transcription will be attached and sent along with the email notification.

• Notify To: Select to whom(only the respective agent(s) or agent(s) and their supervisor) the notification has to be triggered.

• You will be able to view the used transcription minutes, balance minutes, and the total minutes.

4. Read and agree to the Terms of Services and Pricing.

5. Once agreed to the terms of service and pricing, click Generate.
   

   Note: Agreeing to the terms of services is a one-time process.

Notification of generating call transcription will be displayed.

How to view the generated Call Transcription?

• Navigate to Logs and to the Call Recordings tab.

• For the call transcription generated recording (both auto-call and on-demand generation), hover over the call recording icon and click on View. You can also download and delete the transcription.

• Once deleted, you can regenerate the transcription again.
  

  Note: Charges will be applicable for regenerating the transcript.

• In the Call Recording Transcript screen, you can search for specific content in the Search bar.

• Can jump to the exact time of the transcription by selecting the minute in Jump To.

• Can exclusively view the important highlights during the conversation like phone number, email, date, and key phrase. Select the required highlights from the dropdown.

 What does the generated-transcription look like for mono & stereo channels? 

• Mono Channel: The transcription will be displayed in descriptive format.
  

• Stereo Channel: The transcription will be displayed in conversational format.

Call Highlights   

The call highlights feature is designed to identify keywords automatically and phrases within a call transcript, enabling teams to target customers more effectively and extract valuable insights from the calls. This eliminates the need for time-consuming manual analysis. Various content types in the transcript are highlighted using different colours, making it easy to spot how and where specific keywords were used during the conversation.

For example, numbers are highlighted with a specific colour, while emails, key phrases, and important sentences are marked with distinct background colours.

Pricing  

• Call transcriptions are billed as individual requests based on channel selected and charged per minute, rounded up, at the following rate:

Note: These transcription charges will be deducted from your Zoho Voice credit balance.

Call Intelligence 

Call intelligence often refers to any technology or process that improves the management and analysis of telephone interactions, often leveraging AI, analytics, or automation to optimize outcomes for both businesses and customers.

Zoho Voice offers call transcription, converting recorded calls into clear, readable text. In addition to this feature, call intelligence can analyze the conversation and automatically extract key details via Zia (Zoho's in-house AI model). This allows you to assess the sentiment of the call quickly—whether positive, negative, or neutral—without reading the entire transcript. The system also identifies the customer’s intent and emotions. Moreover, you can access a one-line summary of the conversation, along with customer satisfaction, call politeness scores, and the agent's score on handling the call.  

How to perform Call Intelligence?

1. Navigate to Logs and to the Call Recordings tab.

2. For the call transcription-generated recording (both Auto-call and On Demand generation), hover over the call recording icon and click on View.

3. Navigate to the Call Intelligence tab.

Call Intelligence provides the following insights:

• Call Sentiment

• Intent of the call

• Customer Emotion

• One line Summary of the call

• Satisfaction Score 

• Politeness Score 

• Agent Score

Call Sentiment   

Sentiment analysis categorizes the call activity as positive, negative, or neutral.

• Positive: Calls that have a happy and satisfied tone are categorized as positive.

• Negative: Calls that show unhappiness or dissatisfaction are categorized as negative.

• Neutral: Calls that have characteristics of both positive and negative sentiments are categorized as neutral.

Call Intent   

This highlights the customer's intent by analyzing the call conversations.

Call Emotion   

This emphasizes the emotional tone of the call. It can identify various customer emotions, including happiness, enthusiasm, discontent, frustration, gratitude, trust, confusion, and neutrality.

Call Summary   

The system automatically summarizes the customer's words during the call and provides a brief, one-line description of the conversation. This allows recipients to grasp the context of the call without needing to listen to the entire recording.

Call Score   

Evaluate calls and get scoring for them based on the two following criteria:

• Call customer satisfaction score
  Assess the customer's level of comprehension and assign a rating or score accordingly.

• Call politeness score
  Evaluate the phone conversation by considering the use of polite language and proper English grammar throughout the interaction.

• Agent score
  Evaluate the overall performance of the agent. This shows the average of the satisfaction score and the politeness score.

Plans Supporting Call Intelligence 

• All plans in the Enterprise Telephony edition support Call Intelligence.