Voice-to-text refers to the conversion of live or recorded speech to written or electronic text documents. For contact centers, voice-to-text technology provides customers with a powerfully convenient way to ask questions, send SMS/text messages, or use messenger applications to communicate with agents, without typing. Voice-to-text uses deep speech analysis to recognize words and patterns quickly; such technology can be utilized in emails, chats, SMS/texts, voicemail, messenger apps, and more.
Voice-to-text provides contact centers with:
- Accurate transcriptions and dictations
- Simplicity of sending SMS/texts without typing
- Hands-free messaging
- Fast “texting” capabilities between customers and agents
Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Our cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.