Transcription in Vonage Premier for Service Cloud Voice

If SCV is enabled for your account, Vonage transcribes an agent's calls if transcription is enabled for that agent and if their calls are recorded. Transcription turns the customer's and the agent's speech into text in real time. During a call, the transcript appears in the call's voice call record so the agent can view transcription text alongside customer data.

Vonage uses the Google Cloud Speech-to-Text API to transcribe the calls. Vonage can therefore transcribe calls in all the languages that the API supports. For a list of supported languages, see Language support (Google help). Vonage transcribes calls in your account's default language, unless the default language is overridden for an individual call. For information about overriding the default language for calls, see the Overriding the transcription language for individual calls section in Setting up call transcription in Vonage Premier for Service Cloud Voice in VCC.

Transcription with taking payments in SCV

Using SCV an agent can take a payment using VCC's payment solution. Depending on the implementation, payments may involve transferring a customer to an interaction plan in VCC. In this case, after the payment is made, the agent and customer can be reconnected if required. When reconnected, if the agent later clicks to consult with another agent or interaction plan, transcription of the call will stop. The call itself will continue and the agent can continue to consult with — and optionally transfer the call to — a third party, or return to the customer.

For information about VCC's payment solutions, see Payments in Vonage Contact Center.