Translating Communications Analytics (formerly Intelligent Voice) transcripts

Available from vFC 9.9.9

Verint Communications Analytics (formerly Intelligent Voice) offers the ability to translate recorded transcripts of calls in foreign languages to English. VFC can be configured to show the translated transcripts in the Player.

Prerequisites

Your system must have the following licenses enabled:

• A license for the VFC Communications Analytics integration:

  • Verint FC Communications Profiling Speech, or

  • Verint FC Communications Profiling Speech Advanced, or

  • Verint FC Communications Risk Profiling Speech

• Translation

Configure Communications Analytics transcript translation

1. Configure the Speech Transcription data management policy:

   1. In the VFC web application, under Data, select Data Management Policies.

   2. Create or select an existing Data Management Policy configured for the Speech Transcription action.

   3. Select and add ASR models from the list of Available ASR Models to be used to process the transcripts.

   4. Select the English language ASR model that is used for the translation in Translation ASR Model.

   5. Optionally, select Also Translate the English Transcripts.

   6. Click Save.

2. Configure the user roles:

   1. In the VFC web application, under Users, select Roles.

   2. Create or select the role to assign to users whose conversation transcripts are to be translated.

   3. Under the Speech Analytics section, select Translate Transcription.

   4. Click Save.

View translated Communications Analytics transcripts

You can see which conversation has a translated transcript by opening the Conversation List Layout Configuration menu in the conversation search and adding the Translated column under Analytics to the view.

You can also search for conversations with translated transcripts by filtering for the Translated Conversation detail record field in the search filter pane.

When the conversation is opened, the Player shows the original transcript by default. To view the translated transcript, select the Show Translated button in the Transcription tab of the player.

Open

If the Player shows the translated, English transcription, you can view the original transcript by selecting the Show Original button in the Transcription tab.

Open