All Features Call Center Setup Voicemail Transcription

What is Voicemail Transcription?

Voicemail transcription is a telephony feature or service that converts voicemail speech to text. In Freshdesk Contact Center, voicemail messages are transcribed using Freddy AI, an enterprise-grade AI engine. The transcription feature comes along with other voicemail-related capabilities like voicemail inbox, voicemail greetings, and voicemail drop.

The key benefits of voicemail transcription by Freshdesk Contact Center (formerly Freshcaller)

Access your voicemail transcriptions inside your phone system.

Freshdesk Contact Center is a cloud phone system with in-built, AI-powered voicemail transcription capabilities. You do not have to subscribe to an independent voicemail transcription service to convert your voicemail messages to text. Access your transcriptions from the call metrics dashboard along with the call summary and other key metrics like IVR Time and Queue Time. Get to know everything about your calls from a single source (of truth).

Cloud phone system with voicemail transcription Cloud phone system with voicemail transcription

Choose to enable or disable transcriptions at any time.

With Freshdesk Contact Center, call center managers can wield the capability to enable or disable voicemail transcriptions at any time. Furthermore, you can choose to enable it for all the VoIP phone numbers you purchase or port into Freshdesk Contact Center. Or, you can enable voicemail transcription for select phone numbers depending on the needs of your teams and your business.

Enable or disable voicemail transcription at any time Enable or disable voicemail transcription at any time

Get a complete voicemail solution for your business.

Freshdesk Contact Center provides you with voicemail capabilities that extend beyond transcribing your messages. You can set up voicemail routing as a fallback option to handle incoming calls after business hours or even when your reps are busy on other calls. You can set up voicemail greeting messages that represent the ethos and tone of your brand. Your outbound calling teams can also leverage the voicemail drop option as a productivity hack and leave pre-recorded voicemail messages.

Get a complete voicemail solution Get a complete voicemail solution

How to set up voicemail transcription for your business phone number

Once you sign up for Freshdesk Contact Center, you can browse and buy a local or toll-free number of your choice or port in your existing business phone number. As a Freshdesk Contact Center admin, you can enable multiple properties for your numbers like call recording, call masking, and of course, voicemail transcription.

How to set up voicemail transcription How to set up voicemail transcription

Empower your reps to do better with Freshdesk Contact Center (formerly Freshcaller)

Call Notes

Call notes enable reps or agents to take notes while on a call without exiting Freshdesk Contact Center (formerly Freshcaller) or switching tabs. Notes can also be shared with the next rep while transferring a call to ensure that the context is passed. 

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Call Conferencing

Conference calls help prevent escalations and call transfers. Your agents can add other reps or their supervisor to an ongoing call to assist a caller better. They can also add an external number to a conference call.

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Call Transfer

Call transfers enable your agents to transfer calls to another agent or expert to facilitate quick resolutions. While cold transfer allows agents to transfer calls immediately, warm transfer helps set the right context.

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Voicemail Transcription FAQs

Where are the voicemail transcripts stored?

Freshdesk Contact Center (formerly Freshcaller) does not use a third-party transcription service. This means your voicemail transcripts are stored in our data centers.

Can voicemail transcripts be sent to to various email addresses?

Currently, you cannot email them from Freshdesk Contact Center (formerly Freshcaller). However, you can export your voicemail transcripts in a CSV or Excel format.

Is there any charge for voicemail transcription?

Yes, voicemail transcriptions are charged at USD 0.004/min.

Can I deactivate my voicemail transcription if needed?

Absolutely. You can disable voicemail transcription for one or all of your Freshdesk Contact Center (formerly Freshcaller) phone numbers at any time. You can choose not to enable it at all as well.