Great, feature-rich transcription which offers the most value and functionality in this category!
Updated March 24, 2022

Great, feature-rich transcription which offers the most value and functionality in this category!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Amazon Transcribe

Our company began with AWS Transcribe when looking for a way to improve both the productivity of our agents and our customer experience. Transcribe is an easy way to quickly convert human speech into a readable (and reportable) test that helps us pull helpful data from. The functionality is nice as it lets you sort based on keywords or interruptions. One benefit we've seen is the ability to use both real-time transcribing and transcribing of finished audio files. The service is very feature-rich and provides many new options we haven't found in other services (such as allowing it to detect multiple speakers during a meeting, and track interruptions from sales agents). The tool is useful, particularly if you are able to use all of the features it offers.
  • Creating call transcripts from our call centers.
  • Searching calls for particular keywords to trace back problems.
  • Creating transcripts from company, or other, meetings.
  • Ability to protect caller data, such as credit card numbers or personal information by omitting it from transcripts.
  • There is a small learning curve to begin using ALL of the features the software offers. Additional tech support may be required for some integrations, so it's worth looking into if planning to use all of the features they offer.
  • Speech to Text (both live audio or uploaded audio files).
  • Ability to search for text within an audio transcript.
  • Ability to redact or remove private information from transcripts.
  • Cost savings due to time savings
  • Ability to catch issues quickly and coach staffing
  • Ability to track conversation model usage via scripts, and view responses to make changes in realtime

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Amazon Transcribe can be an excellent tool for businesses where being able to convert speech or audio to text, in a searchable and reportable form, would be useful. For a call center (inbound or outbound), the ability to have a rich transcription of each call (and being able to search it for keywords) is an incredibly valuable benefit. For business meetings, being able to turn a 60 or 90-minute call into a readable transcript to search or refresh yourself or others is a very large time saver which will help you work more efficiently. The software does offer many deeper integrations, such as being able to track script usage (for call centers) or interruptions, deviations, etc.. which would be very valuable to a management team and for training purposes.