Hello, Community members.

Today we're happy to share our enhancements to the speech and text analytics capability! These improvements will provide faster navigation though the search results from the transcription.

Users can use the search control in Transcript tab for identifying all instances of the searched word in the conversation transcripts. By clicking on the up or down arrows within the search box, you will be able to navigate to the previous or next instance of the searched item. And, hitting enter button will allow you to transition to the next search result within the transcription.

The Transcript tab provides a clear view of the conversation between external (customer) and internal (IVR, ACD, agent, conference, or voicemail) participants, and highlights who is saying what. Voice transcription helps the user overcome potential difficulties such as differences in volume, accents, timing, and connection quality. It also provides access to information stored in the audio, which can be used to improve employee training and feedback, and identify business problems.

Key features:

• View voice transcription
• Search transcription
• View who is talking during a voice interaction

Resources:

For more information, see our Resource Center article.

#SpeechandTextAnalytics

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#Announcements

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#SpeechandTextAnalytics

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Dilipkarthik J
Genesys - Employees
Sr. Product Manager
WEM
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