Next Era of Contact Center Transcription

In a recent ICMI article, Neeraj Verma unveiled ElevateAI’s latest innovation – Echo Real-Time, a streaming transcription model purpose-built for mid-call intelligence and live customer experience (CX) action.

If you’re building AI-driven experiences in your contact center, this is a game-changer.

Why Transcription Is the Cornerstone of Contact Center AI

Let’s face it: contact center AI is only as powerful as the data it runs on  –  and that data starts with speech.

Whether you’re building agent assist tools, enabling real-time QA alerts, or training conversational AI, transcription is the first step. But not just any transcription will do.

As discussed in the ICMI piece, generic speech-to-text (STT) platforms fall short in high-pressure CX environments.

They’re not built to handle:

• Crosstalk, low audio quality, or overlapping voices
• Industry-specific terms like “policy ID” or “HSA code”
• Diverse speakers with accents, dialects, and code-switching
• Enterprise compliance and security needs

That’s where ElevateAI’s Echo model stands out.

What Makes Echo Different?

From the beginning, ElevateAI set out to build transcription that works for real-world contact centers – not in hypothetical, controlled demo environments.

The innovation continues, with the launch of the next generation of transcription, in the form of ElevateAI Echo, a domain-tuned transcription engine trained on real contact center conversations, not synthetic data. Echo is trusted by leading CX teams to deliver:

• Strong accuracy scores across industries
• Speaker separation (clearly labeling agent vs. customer)
• Custom vocabulary support for domain-specific terms
• Human-readable formatting with punctuation and structure
• Scalability to handle enterprise-level call volumes

Meet Echo Real-Time: Intelligence While the Call Is Happening

ElevateAI’s latest leap forward is Echo Real-Time, a live-streaming transcription API designed for real-time contact center intelligence.

This isn’t just fast – it’s fundamentally smarter.

What Echo Real-Time Enables:

• Agent Assist: Suggest next-best actions before the call ends
• Real-Time Alerts: Flag churn signals, escalation risks, or compliance gaps while the customer is still on the line
• Live Supervisor Monitoring: Track calls as they happen
• Streaming Analytics: Feed dashboards and models with live data

Real-Time + Post-Call = A Unified Transcription Strategy

Echo Real-Time and Echo Post-Call aren’t competing tools  –  they’re complementary.

Best part? Echo Real-Time automatically transitions to Post-Call – no extra integration needed. That means one seamless transcription pipeline for live action and post-call analysis.

Building on ElevateAI’s commitment to high-quality, differentiated output, the latest Echo offering seemlessly transitions from Real-Time transcription to the Post-Call API. Once the call ends, Echo uses the finalized transcript to deliver advanced analytics and insights across key contact center functions, such as QA, compliance, training, and performance analysis.

Built for Real-World Enterprise CX

ElevateAI isn’t just innovating – we’re delivering AI that works in real-world CX environments. That means:

• Open APIs with developer-first onboarding
• Transparent pricing with usage-based scale
• Frictionless integration – no proprietary tech stack required

With ElevateAI Echo, contact centers can unlock intelligence from every interaction – in real-time and at scale.

Ready for Real-World AI?

If you’re investing in AI-driven CX, transcription isn’t optional – it’s foundational. ElevateAI gives you accurate transcription that you can trust. And now, with Echo Real-Time, you can put that inteligence to work before the call ends. Contact us or schedule a strategy session to get started.

• Read the full article on ICMI: Engineering the Future of Contact Center Transcription in Real-time
• Read previous ICMI coverage of NiCE ElevateAI | Visit ElevateAI In The News
• Learn more about ElevateAI’s transcription offerings
• Schedule a Strategy Session
• Get started today

Start for free. Scale infinitely. That’s ElevateAI.

Photo Source: Unsplash // Shridhar Gupta