Integration use case: sync call transcriptions

May 4, 2020

Integration use case:  sync call transcriptions

Communication technology, as well as CRM platforms, Applicant Tracking Systems, Helpdesk platforms, and other cloud tools are no longer stand-alone software. Users are asking for seamlessly integrated solutions.

Previously, we wrote about the future of UCaaS, where we looked in detail into an integrated caller journey, and we talked about the rapid evolution of integrations for VoIP and UCaaS platforms. In this blog post, we will highlight another integration use case that is relevant to cloud telephony providers, meeting software, and other SaaS communication platforms.

Sync call transcriptions, smart notes and call records

Companies use various platforms to communicate with customers, prospects, employees, and even applicants. These Cloud telephony solutions, UCaaS platforms, and web conferencing tools are often stand-alone applications, not integrated with e.g. the CRM, helpdesk, or ATS system of the company.

An iPaaS platform such as makes it possible to connect these communication platforms with e.g. a CRM so that calls can be logged inside the CRM. But there’s more. AI platforms are capable of transcribing conversations to text by applying “speech to text” technology. AI platforms can also apply sentiment analysis to a conversation, in order to provide insights into the conversations.

By adding such an AI platform to the mix, call recording becomes more detailed, and they add valuable information inside e.g. a CRM, ATS, or Helpdesk platform.

Here is how these platforms work together: a typical integration flow will capture conversations after a phone call or online meeting is completed. Next, those conversations are transcribed into text using an AI platform such as IBM Watson. Finally, the transcription is synced as e.g. note or activity to the CRM, and linked to the correct contact or lead. In the case of HRM or recruiting, the transcription is synced to an ATS system and linked to the correct applicant. Similarly, for helpdesks, the transcription could be linked to a ticket.

The overall flow can be built inside in a visual manner. Furthermore, these flows can be packaged for end-customers, and they can be embedded inside the UI of e.g. the communications platform.

Scaling integrations

Offering bespoke native integrations empowers your customers to build a best-of-breed technology stack. As a technology provider, you can add powerful features to your platform, without the need to develop everything in-house. The great news is that you only need 2 ingredients to make the magic happen:

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