05 January 2018

Contiguous communication: transcription

Written by Christopher Liko

CONTIGUOUS: SHARING A COMMON BORDER; NEXT OR TOGETHER IN SEQUENCE.

Contiguous communication: transcription

Contiguous communication is the fabric that holds together the contact center of the future. It provides the contact center with the ability to unify the customer experience across any device, media format and channel. Contiguous communication enables agents and customers alike to view and analyze contact transcripts.

In this biweekly blog series, we will present the capabilities and features made possible by contiguous communication. This week, we will discuss how contiguous communication impacts transcription. To view our previous blog post, click here http://www.computer-talk.com/en/blog/item/contiguous-communication-real-time-channel-switching.


For customers, receiving contact transcripts is becoming more common. With the increase in the use of webchat, customers are more frequently requesting the receipt of a chat transcript in their email inbox. What if customers could request a transcript from any contact type, in any media format, and receive it automatically? Contiguous communication allows for the automatic creation of contact transcripts, regardless of the contact type, such as voice, IM or SMS. Not only can the transcript be automatically created, but the customer can choose to receive a voice call transcript in a text format, or a webchat transcript as an automatically dictated voice message.

To contact center agents, contact transcripts are a crucial tool for evaluating and optimizing contact center performance. For agents, contiguous communication allows for the creation of transcripts in the same ways as customers: instantly, from any contact type and in any media format. What is more important for agents, though, is the ability to review transcripts in secondary interactions with customers. Contiguous communication provides agents with additional transcription features to better support customers.

Agents can get transcripts in whatever media format is necessary. This means that they can read a transcript while speaking to a customer on the phone, or listen to a transcript while speaking with a customer by IM. Furthermore, contiguous communication enables detailed transcript analysis. An agent can search through a transcript for keywords, or determine what was said at a specific timestamp of the contact. If a customer references something that was said in a previous conversation with the organization, the agent can find those keywords in a matter of seconds.

This is just one of the many ways contiguous communication helps bring your contact center into the 21st century. Stay tuned for the next blog in the series! If you can’t wait to find out more, reach out to us here [http://www.computer-talk.com/en/contact-us].

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