11 Best Call Transcription Software for Converting Calls into Text

With work from home becoming a norm, we have been heavily dependent on voice calls and video meetings.

Many a times, you record these conversation but it is very difficult to go back and listen to the entire conversation.

You might have thought if there could be a better solution to do this.

Can there be a way to ‘search’ the audio similar to the way you search within your emails?

Call transcription software can come to your rescue. Not only do they convert your calls into searchable text , they also build insights on top of these conversations that can be accessed for decision making.

A. What is call transcription?

Call transcription is the process of converting your voice calls/meetings into a readable and searchable text format.

There are call trancription software that can help you with this process.

These tools connect to your VoIP or video meeting tools, get the voice inputs (in real time or in batch) and convert them into the text.

This process is also called as speech-to-text . This text transcript can now be used to read the call, go to a particular keyword, and generate tons of insights to coach your agents better.

B. 6 benefits of call transcription software

1. Makes audio searchable

Call transcription tools make the audio files searchable.

Almost always, it is difficult to go back and listen to the entire audio again.

But with a text transcript at your disposal, you can jump to a particular moment or keyword and listen to the important parts of the call without the need to read the entire conversation.

As an example, here’s how you can search your entire calling database for specific keyword/phrases within Enthu.AI.

2. Keep track of ALL customer conversations

Customer conversations are important for any company.

They contain deep information about your customer needs, their perception about your product or service and their inclination to purchase, churn or refer to other customers.

All of this can be very easily recorded and tracked using text transcripts.

This is how you can view all the conversations in Enthu.AI, along with the insights that are generated.

3.Training and coaching needs

Transcription data can be used to train & coach new and existing agents .

These transcripts can be shared with other team members and agents for faster onboarding and training them on right customer language.

4. Creating a word cloud

Since customer data is precious, these transcriptions help you create a word cloud and understand customer sentiment about your product and service.

This can help you create a long term strategy for enhanced customer experience

5. Compliance and legal purposes

A lot of industries require various compliances to be met during a customer interaction.

A call transcription can make it easy for a company to find discrepancies and take proactive action.

6. Keep everyone in the loop

If someone misses an important meeting or call, the text transcription can come handy to bring them up to the speed and have the entire team on the same page.

C. Call transcription use cases 

1. Customer service 

Automated call transcription can be used to create written records of customer service calls for reference or analysis. This can be useful for tracking customer complaints, identifying trends or issues, and improving the overall customer experience.

2. Market research

Automated call transcription can be used to transcribe phone interviews or focus groups, allowing researchers to easily analyse and summarise the results.

3. Legal proceedings

Automated call transcription can be used to create written records of court proceedings or legal depositions for reference or evidence.

4. Meeting minutes

Transcribes conference calls or meetings, allowing participants to easily review and share the content of the discussion.

5. Telemedicine

In telemedicine sector, call transcription can be used to transcribe phone calls or video appointments with healthcare providers, allowing patients to review the content of their appointment or share it with other healthcare professionals.

D. Top 11 call transcription software for 2023

1. Enthu.ai

Enthu is one of the top speech to text conversion software. It provides accuracy up to 95% with clear actionable in the form of moments achieved vs moments missed by an agent.

It gives a clear understanding of agent performance on the call and generates personalized coaching insights for each agent.

2. Fireflies

Fireflies is a horizontal player used for recording all the meetings.

The tool comes handy as a meeting notes taker and gives freedom to the user to go back to these notes whenever required

3. Avoma

Avoma provides call transcription service to sales teams during and after the customer meeting.

It provides the transcriptions in the CRM. The tool analyzes the transcriptions and provides you with insights that help you reduce your sales cycle.

4. Otter

Otter helps business and educational institutes transcribe all their meetings to generate searchable text files, create word cloud and let its users share it across the team members for their reference.

5. Gong

Gong provides real time call transcription for your sales teams.

Gong provides intelligent insights to the sales agents to take necessary actions on the call. It is one of the best tools in the industry and is good for enterprise clients.

6. Chorus

Chorus , a Zoominfo company provides real time call transcription service for sales teams. It gives an in-depth analysis of each sales calls to help you understand what is working for your team.

It provides sales based dashboards to keep you abreast about your sales teams performance.

7. Dubber

Dubber helps the business team record and manage all the meetings from a single dashboard.

It records all the meetings, transcribes these meetings into text and provides an ability to generate necessary insights to the teams. Notiv makes sharing of relevant action items easy across your team members.

8. Jiminny

Languages supported: Arabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Finnish, French, Hindi, Croatian, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish, Chinese (Simplified), Chinese (Traditional)

Jiminny helps your sales teams to get real time transcripts of the sales calls. Jiminny provides themes to these calls, provides insights about the stage of each deal and assists your sales teams take better decisions about the sales process.

9. Fathom

Fathom captures, transcribes, and highlights key moments from your Zoom sessions so you can focus on the discussion rather than taking notes. This utilises all of the data to produce call notes that are synced to your Salesforce and Hubspot CRMs.Rev

Fathom also converts those highlights into shareable video snippets that you can share with colleagues.

10. Rev

Rev is a speech-to-text platform that uses artificial intelligence (AI) technology to enable organisations access transcripts and captions, simplify processes, and streamline team communication activities.

11. Wingman by Clari

Wingman  helps you increase your revenue. It is an  actionable conversation intelligence platform that extracts information from every sales interaction.

Wingman can help you record your conversations, assess feedback, scale coaching, and create a repeatable sales machine.

E. What is the process of call transcription?

Call transcription might not be a long process when you know right steps, read the following points to understand how it all works.

1. Record the call

The first step in the transcription process is to record the call. This can be done using a dedicated recording device or software.

2. Transfer the audio file

Once the call has been recorded, the audio file needs to be transferred to a software through APIs.

3. Call Transcriber

When the call is uploaded, run the transcription process. If using a human transcriptionist, he will listen to the audio and transcribe it manually into written text.

4. Quality check

Once the transcription is complete, it is important to review and evaluate the call recording.

5. Save and store the transcription

Finally, the transcription should be saved and stored in a secure location for future reference or coaching agents. In Enthu.AI you can access your data any time without saving in any local drive or cloud storage service.

F. How to choose a call transcription software?

With so many options available in the market, it is sometimes confusing to choose the right tools for your business.

Here are a few things to consider while you choose a call transcription software:

1. Accuracy of transcription

 Look at the percentage of transcription accuracy provided by each tool. An ideal accuracy of 80-90% is good to go

2. Language support

 You would want to choose a tool that supports the language your teams use the most.

Most of the tools support English but there are only a few supporting other languages.

3. Use case

 A single call to text transcript might be just another file for you.

Till the time you write down the use case of how you are going to use these transcripts, you won’t get the value out of any tool.

There are generic tools which provide you transcription and options to write comments, and then there are some which have built vertical use cases like compliance, agent coaching, call center efficiency, revenue intelligence, etc. Choose the tool which helps you achieve your business goal

4. Real time vs post conversation analysis

 For your business, you might require a tool which provides you real time analysis while for some use cases, post conversation analysis is required.

According to your use case, you can make a right choice about the tool

Conclusion

The biggest advantage of call to text transcription is that it makes the audio files searchable. 

These audio files have very precious customer insights, competitive analysis and customer perception & sentiments. 

Call transcription software can help you increase revenue, optimize costs and enhance customer experience. 

These tools can help you convert the terabytes of data generated as audio files into meaningful and actionable data sets to enhance your business.

FAQs

1. What are the 3 types of transcription?

Verbatim Transcription- transcribing every word and sound exactly 

Clean verbatim transcription – excludes filler words and other non-essential elements. 

Non-verbatim transcription – transcribing the content of the audio in a more condensed or summarised form.

2. Is there a free transcription tool?

There are several free transcription apps available, such asEnthu.AI, Otter.AI, , which use automated speech recognition (ASR) technology to transcribe audio into written text.

Some may charge fees for additional features or large amounts of audio.

3. How do I transcribe a phone call? 

Use a phone call recording app or service, transcribe the recording using speech-to-text software such as Enthu.AI, or hire a transcription service to transcribe the call for you.

Tushar jain

Tushar Jain is the CEO and Founder of Enthu.ai. In this free time he loves to read books.