Text instead of listening
The manager reads the point of the call in a minute and opens the right place in the recording.
Customer and employee lines
Call transcription: transcripts and search across calls
Leksta turns call recordings from your PBX into text, splits the customer's and the employee's lines and lets you search the whole call base.
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Updated
- Text search
- Quotes for scoring
- Personal data masking
What is call transcription?
Call transcription is the automatic conversion of a phone call into text with a speaker split. In Leksta, the transcript is needed for the summary, checklist scoring and search across the whole call base, and every score is backed by a quote. Recordings come from your PBX, and personal data in the text can be masked before saving.
AI call summary and quality card
On the "AI analysis" tab, each call has a short summary of a few sentences and a quality card with the total score. The summary saves the manager's time: the point of the call is clear before listening, and it goes to CRM as a note with a link to the call. After a recalculation, the summary updates for the selected analysis scenario.
- Summary and total score in the card header, call details next to it
- The AI score and the supervisor's manual score are not mixed, so the difference is clear at once
- Calls analyzed before summaries appeared get one after a recalculation
- Note in amoCRM and Bitrix24: summary, score, sentiment and a link to the call
What a transcript gives you
Speaker split
The customer's and the employee's lines are shown separately.
Search across the base
Find calls with a complaint, a competitor or a word from the dictionary.
Quotes for scoring
Checklist scoring is based on a text fragment and a second in the recording.
Data protection
Phones and e-mails in the transcript can be masked, and the administrator sets the storage period.
Company dictionary
Product names, competitors and terms improve transcript quality.
How to check transcript quality on your calls
Transcript quality depends on the recording, noise, accent and terms. That is why we do not promise one number for everyone: in a pilot, take a set of your recordings, compare the text with what you hear and add the needed words to the dictionary. Errors are possible in names and numbers, so a disputed place is easy to check by the second in the recording.
Frequently asked questions
What is call transcription and how accurate is it?
It is converting speech to text with a speaker split. Accuracy depends on recording quality, noise and terms; the company dictionary improves it. Test it on your own recordings in a pilot.
Do I need to change my PBX or number?
No. Recordings connect to your existing PBX. The number and routing stay the same.
How is speech analytics different from call recording?
Recording only stores audio. Speech analytics turns it into text, a summary, a score and signals that you can search and use to compare managers.
How much does speech analytics cost?
A subscription with a minute bundle: the "Team" plan from 329 BYN per month, "Department" 1,590 BYN; minutes over the bundle are paid separately. Prices exclude VAT; current terms are on the pricing page.
We will check it on your calls
We will show the result on your recordings. Tell us your volume and PBX.