Glossary

In today’s enterprise contact centers, customer conversations aren’t just interactions – they’re data-rich moments packed with strategic insight. But if you’re only analyzing what your customers say, you’re missing a critical dimension: how they say it.

Every conversation has characters. But when you read a transcript where everyone sounds like the same person? That’s where things fall apart.

In contact centers and customer experience (CX) teams, transcripts aren’t new. But smart transcripts? That’s something different.