Live Transcript

Read every word as it's spoken.An industry first.

Live Transcript puts a real-time transcript of every translated call on screen. Each line appears in both languages as people speak, with who said it, when, and a confidence score, for your agents, supervisors, and compliance team.

  • Included with Enterprise
  • Secured with PINs
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A contact center agent on a headset follows the conversation on her screen
Spoken by Kai. Shown on screen.
Live TranscriptLiveEN ⇄ ES
  1. Agent

    Hi, this is Maria. How can I help you today?

    Hola, habla María. ¿En qué le puedo ayudar hoy?

    97%
  2. Member

    Quiero saber si mi plan cubre lentes.

    I want to know if my plan covers glasses.

    95%
  3. Agent

    Of course. Let me check your vision benefits.

    Claro. Déjeme revisar sus beneficios de visión.

    96%

Line by line

Every line, in full detail.

Live Transcript builds line by line as people speak. Each line carries five details.

  1. SpeakerYour agent or your member.
  2. TimestampWhen it was said in the call.
  3. Their wordsWhat they said, in their own language.
  4. The translationWhat Kai said in the other language.
  5. Confidence scoreScored line by line, so quality is visible during the call.
How we score quality
Live TranscriptLiveEN ⇄ ES
Member

Mi número de Medicare empieza con 1EG4.

My Medicare number starts with 1EG4.

96%

Follow along

Read along as Kai speaks.

Kai speaks each translation out loud. Live Transcript shows it on screen as it happens, so your agent can follow every word and confirm the caller understands.

An industry first.For the first time, the translated conversation is on screen while the call is live.
  • Hear it and see it. Each translation is spoken by Kai and shown on screen, in both languages.
  • Confirm understanding. Your agent checks that the caller understands what is being said.
  • Keep the thread. A running record of the conversation supports accurate communication through the whole call.
Meet Kai
An agent on a headset reads the conversation on her screen in two languages
Live TranscriptLiveEN ⇄ ES
  1. Agent

    Your new member ID card will arrive in 7 to 10 days.

    Su nueva tarjeta de miembro llegará en 7 a 10 días.

    96%
  2. Member

    Entendido. Muchas gracias.

    Understood. Thank you very much.

    98%

Who sees what

The right view for every role.

Each person sees the calls they're responsible for. Access is secured with PINs.

  • Agents see their own calls, live, in both languages.
  • Supervisors see the calls of the agents they manage.
  • Your compliance team sees every call.
How we protect your data
Live Transcript accessLive
  • Your callSpanish (Mexican)03:58
Member

¿Cuándo empieza mi cobertura?

When does my coverage start?

97%

Agents see their own calls.

Access PINSecures Live Transcript access

Enterprise

Live during the call. On record after it.

Live Transcript is included with Enterprise. Your team follows each call as it happens, and your compliance team keeps the record when it ends.

Compare plans
During the call

Live Transcript

Agents and supervisors follow each call in both languages, line by line, with a confidence score on every line.

After the call

Compliance Portal

Recordings, bilingual transcripts, audit logs, and call search, ready for your compliance team.

Compliance
On every call

Quality scores

Every exchange is scored for quality. The National Command Center reviews the scores, never audio or transcripts.

National Command Center

See Live Transcript on a live demo call. Book a demo with our team.

Book a demoCall 1-855-508-5658

FAQs

Questions about Live Transcript.

See all FAQs
What is Live Transcript?

Live Transcript is a TranslateOS feature that shows a real-time transcript of a translated call, in both languages, on screen. Users follow the translation as the conversation happens, rather than relying only on what they hear, and confirm the caller understands what is being said.

Who can see Live Transcript?

Agents see their own calls. Supervisors see the calls of the agents they manage. Your compliance team sees every call. Access is secured with PINs.

Which plan includes Live Transcript?

Live Transcript is included with Enterprise. Enterprise also includes the Compliance Portal, with recordings, bilingual transcripts, and audit logs.

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