Nuance introduces Nuance Transcription Engine for contact centers

Nuance Communications has introduced Nuance Transcription Engine (NTE) for contact centers, a powerful, fast and accurate engine that can quickly transform large amounts of recorded audio into actionable assets across a wide range of industries including financial services, banks, telcoms, insurance, and airlines to improve the operational efficiency of contact centers, as well as improving the customer experience. By applying highly accurate transcription capabilities, NTE quickly and reliably produces search-optimized text from a multi-speaker audio file, helping businesses turn enormous volumes of audio into a meaningful asset by mining the wealth of data it contains. NTE supports 21 languages and 36 dialects, with additional languages rolling out regularly, to increase efficiency and streamline operations around the world.

With decades of experience in voice and language solutions, Nuance is extending its portfolio of Enterprise solutions to support the transcription needs of a range of organizations and applications including freeform audio in Enterprises, broadcast media, and analytics among others. For example, with NTE, an organization can:

Transcribe large volumes of audio content within an organization’s call center to provide rich customer insights and improve service, as well as produce rapid transcription of broadcast media to understand and analyze what is being said in near-real time worldwide;

Fully transcribe corporate audio and video assets for rapid search and indexing;  capture and document what is being said in a conference room to create accurate automated archives of critical conversations. NTE can also act as a key enabling technology utilized by organizations for speech analytics or for insights pertaining to compliance.

“Time is extremely valuable in today’s age, making increased automation a superb value add. With quicker and more accurate transcription of audio, Nuance Transcription Engine is providing the valuable insights that organizations desire,” said Jason Stirling, senior vice president and general manager, APAC, Nuance. “Having a transcription engine which supports Indian English and Hindi language means enhanced market penetration. We are quite excited about this new language support addition to NTE which is backed by Nuance’s vast experience in speech and natural language understanding to unlock, capture and mine data to eventually extract requisite intelligent insights.”

Nuance Transcription Engine transcribes speech content with the highest accuracy in the industry at a remarkable speed, making previously inaccessible unstructured data available for analysis, searching and indexing. NTE can also transcribe live conversations, streaming results within seconds and making transcription available almost immediately after words are spoken. To provide organizations with the most meaningful insights, and to appeal to a wide range of applications, NTE has two output formats designed to power analytics and data mining as well as those that require formatted text.