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  • 1.  Outbound Transcription and Topic Detection

    Posted 07-04-2023 02:15
    No replies, thread closed.

    Hi There,

    I assume that for normal (non-queue / non dialer) outbound calls, there is no Transcription and topic detection available on those recordings. Similar to internal calls.

    Is there something on the roadmap to have this feature available on these types of calls?

    Thanks!


    #Outbound

    ------------------------------
    Charl van Wyk
    Genesys - Employees
    ------------------------------


  • 2.  RE: Outbound Transcription and Topic Detection

    Posted 07-04-2023 16:54
    No replies, thread closed.

    Charl,

    Yes, the transcription of the recording is dependent on the GCx license and requires at least GC3 or the +WEM add-on to GC1 or GC2 for the transcription and topics to be active on those conversations.  Communicate users can record their calls, but they are not transcribed.  Voicemails are transcribed, but ACD voicemails are not - go figure!

    As for internal, that is not possible at all right now until they allow for station-side recording instead of the trunk-side we have now.  Look for that Q4 or early 2024.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Outbound Transcription and Topic Detection

    Posted 07-04-2023 23:39
    No replies, thread closed.

    Thanks for that! Very helpful.



    ------------------------------
    Charl van Wyk
    Genesys - Employees
    ------------------------------

    Original Message


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