What is Threads Call Transcription
A unique feature of Threads is its ability to handle VoIP telephone calls in just the same way as textual emails or SMS messages – so you can search phone calls by keyword, obtain a full transcription and even a summary of the call. Users mostly search for emails and texts by keyword and we believe it should not be any different for phone calls. Useful as call recording might be, it is of no help if you cannot find the call of interest.
Call transcription can massively improve your company’s efficiency but to get employee buy-in, it needs to be practically usable, it needs to work invisibly. With Threads, calls are easily set up to be automatically transcribed according to which parties are involved in the call. But it only takes one click to transcribe an untranscribed call.
How does the Threads user access the transcription?
After each call has been transcribed the users involved in that call will be emailed with attachments containing the call recording and the transcription. But that is not all. The transcription includes an AI generated summary of the call, so the user can get a quick overview of the conversation. Alternatively, users can access calls from the Threads UI. The major benefit of this is that users see not only see calls in the context of emails with other employees, but the user experience when opening a transcription in the Threads UI is far more friendly than a transcription document. For one thing, it appears like a the familiar SMS dialogue you see on a mobile phone, and for another, users can scrub through the transcription text while listening to the synchronised speech. The value of this cannot be over emphasised.
Least visible but arguably most important feature of Threads is its ability to analyse the call flow so that only authorised users see the transcription. Trivial for a direct dial outgoing call, but complex for incoming calls transferred multiple times.
To get an immediate feel for how Threads works, watch this short video.
What do I need to run Threads Transcription?
Currently, Threads supports FreePBX or its commercial version PBXact. So, if you have an existing phone system (PBX), the first thing you need to establish is whether it is based upon FreePBX or PBXact. Many PBX manufacturers – for example Sangoma – use FreePBX in their systems. If you have an existing analogue phone system that you wish to upgrade to digital, then you should choose a phone system based on FreePBX or PBXact.
We are looking at providing versions of Threads for proprietary PBX systems, but in order to them to work with Threads, they need to store calls in a way that gives the best possible transcription performance.
Where can I purchase Threads Transcription?
You should approach your PBX supplier who will tell you if your PBX is suitable and if so, arrange installation and ongoing management. Use the Threads contact page to request a demonstration.
Can I evaluate Threads Transcription before I buy?
Indeed, we recommend it. If you have FreePBX installed and running, we can provide you with a demonstration Threads account and the Threads FreePBX module to try the transcription with your own employees and workflow. This video demonstrates the installation and configuration process. You will be able to transcribe 10 hours of calls free of charge – with no credit card details taken.
What does it cost?
The cost of Threads depends on the amount of storage used and the total transcription time. It does not matter how many users are registered or whether they exchange just email, just phone calls or both. Calls that are transcribed are charged at a flat rate per hour. You can view the pricing on our pricing web page, which also contains some example types of usage.