The Google transcription in the contact center
April 15, 2025

The Google transcription in the contact center

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Google Cloud Speech-to-Text

We are a company that distributes software for contact center, a very common use case is the use of IVR for the initial attention of customers in telephone channels, so the use of a native and dynamic voice is very important for our customers who belong to different industries. Using natural and neural voices allows us to automate processes that previously using other types of voices made it difficult to deliver information to customers in a much clearer and more accurate way, which in turn allowed us to have a quick return on investment for the consumption of the platform.

Pros

  • extensive catalog of voices
  • a wide range of languages to meet all of our customers' needs
  • low response latency for natural conversations
  • affordable and well-defined costs

Cons

  • although the costs are not excessively high, the API charges per character, however these characters include other characters different from the text itself.
  • I would like to be able to configure, in a relatively simple way, voices with local accents.
  • The ROI is evidenced in the automation of processes, when we get a machine to perform repetitive processes instead of a human, has a fairly rapid ROI, being able to perform efficient transcription processes helps these processes are performed correctly, improving the efficiency of the same.
As mentioned in the description, I think one of the strongest points is the variety of languages and the accuracy in detecting them.Another strong point is that even when you have background noise, although it is impossible to be perfect, it is quite accurate when transcribing, which allows the processes in the phone calls we make to be quite efficient.
Google Speech to Text helps us to improve the automation of services in voice calls with our customers, by performing voice detection processes in different languages in a precise way, we can be more efficient and thus help to significantly improve the costs of contact center operations of companies, when people do not have to engage in repetitive tasks, they can concentrate on performing tasks that generate much more value for the business and thus also greatly improve the satisfaction of our customers.
We use Google Speech to Text on the recommendation of a partner who uses it, in fact we do not evaluate other applications such as Amazon Transcript or similar

Do you think Google Cloud Speech-to-Text delivers good value for the price?

Yes

Are you happy with Google Cloud Speech-to-Text's feature set?

Yes

Did Google Cloud Speech-to-Text live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Google Cloud Speech-to-Text go as expected?

Yes

Would you buy Google Cloud Speech-to-Text again?

Yes

Genesys Cloud CX, AWS Lambda, Amazon S3 (Simple Storage Service)
In the contact center, a very common use case is the use of IVR for the initial attention of customers in telephone channels, so the use of a native and dynamic voice is very important for our customers. One of the most important use cases is that we make outbound calls to make payment agreements with customers, in these cases we create a virtual assistant that talks to the customer and tries to agree with him to make the payment of a debt in arrears, having more natural voices facilitate this process because it generates more confidence and delivers much better results.

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