01 Problem
Language barrier in management, Team Leaders couldn't reliably verify calls in languages they didn't understand. Lack of live monitoring led to repeated errors and decreased conversion. Traditional listening methods required external translators, blocking managers' quick response.
02 Solution
Dedicated CC Monitor application with live transcription and translation in 15 languages using DeepGram. The system automatically identifies speakers (diarization), assigns words to agent/client with surgical precision. Team Leader connects to calls in real-time, sees transcription and translation instantly.
03 Result
Increased conversion in foreign markets through immediate error detection. Full management control restored, managers monitor teams in real-time without language barriers. Eliminated need to hire native speakers for verification, reducing QA costs by 50%.
Technology
- DeepGram Ultra-Low Latency
- Live Transcription
- Simultaneous Translation
- Voice Diarization
- WebRTC audio capture
