The Death of Post-Call Listening
Traditional call recording is a reactive tool. Real-time transcription turns voice into a proactive data stream. In 2025, if you aren't seeing the text as the customer speaks, you're behind the curve.
Live Supervisor Coaching
Supervisors can now monitor 10 calls simultaneously by reading transcripts, stepping in only when the AI flags a sentiment dip. This is a massive force multiplier for management.
Productivity Gains
By using LLMs alongside real-time transcripts, we can now auto-fill 80% of a Freshdesk ticket before the agent even hangs up. That's true productivity. No more "Wait while I type this up."
"Real-time voice-to-text is the bridge from analog support to digital intelligence."
Future Capabilities
Expect real-time translation and automated knowledge base suggestions to become standard features of the CTI workspace by the end of this year. The agent experience is evolving rapidly.
