Speech-to-text transcription: optimize your customer relationship with Nixxis’ integrated AI
- Speech-to-text transcription: more than just conversion
- Three key game-changing features
- Who benefits from these new features?
- How to integrate these features into your daily life
- Measurable benefits for your organization
- What to expect: the Nixxis AI roadmap for 2026-2027
- Ready to transform your contact center?
The quality of customer interactions is today’s key differentiator for businesses. To address this challenge, Nixxis is taking a new step forward by integrating artificial intelligence-based features into its telephony solution. Today, we’re excited to introduce our new speech-to-text transcription module, which will radically transform your approach to managing telephone conversations.
1. Speech-to-text transcription: more than just conversion
Our new transcription feature automatically converts voice conversations to text after recording. Unlike real-time solutions, which can be inaccurate, our delayed approach prioritizes the quality and reliability of transcriptions.
But that’s just the tip of the iceberg. Nixxis’s artificial intelligence doesn’t just transcribe; it also analyzes conversations to provide you with valuable insights.
2. Three key game-changing features
a) Automatic generation of conversation summaries
Gone are the days when your supervisors had to listen to hours of recordings to understand the gist of an interaction. Our AI automatically identifies the key points of each call and generates a concise and structured summary including:
- The main purpose of the call
- The issues raised by the client
- The solutions proposed by the agent
These summaries are accessible in the Nixxis interface, saving considerable time for supervisory teams in quality control and for agents in post-call processing. In addition, these summaries can be transferred directly to a CRM for historical analysis.
b) Sentiment and satisfaction analysis
Our analytics technology goes beyond simply detecting positive or negative emotions. By examining the words used, it can detect:
- Moments of tension or frustration
- The evolution of customer satisfaction during the exchange
- Reactions to the proposed solutions
- The agent’s level of empathy
Each conversation is assigned an overall score, and the various interpreted verbatim statements can be consulted using a sentiment filtering system.
c) Contextual search by keywords
This feature facilitates the overall quality process. Rather than random selection, Nixxis allows you to extract the desired conversations based on a theme via a keyword. Instead of searching blindly, you can now:
- Search for specific terms or phrases across all of your conversations
- Filter results by date, team, agent, or sentiment score
- Quickly identify calls mentioning a particular product or issue
- Send a selection of contact cards to a new activity based on criteria (keyword present in the conversation or according to the score for example).
3. Who benefits from these new features?
a) For supervisors and quality managers
Our AI tools significantly simplify the assessment and coaching work of your supervisors. Quickly identify problematic calls with negative sentiment scores, pinpoint areas for improvement, identify best practices to share, and create targeted training programs based on concrete data.
b) For trainers
Build your library of sample calls in just a few clicks. Search for perfect examples to illustrate effective sales or problem-solving techniques. Automatic summaries allow you to quickly identify relevant conversations for your training sessions.
c) For call center managers
Get a clear view of trends and recurring issues without having to listen to hundreds of calls. Make informed decisions based on concrete, quantifiable data.
d) For the agents themselves
Agents now have access to transcripts and summaries of their calls, encouraging self-assessment and supporting continuous improvement. It also saves them time handling interactions by quickly resuming a conversation by reviewing the last exchange or its summary. By better understanding the impact of their actions on customers, they can refine their approach and strengthen the quality of their customer relationships.
4. How to integrate these features into your daily life
a) Simplified configuration
Setting up the transcription feature takes just a few clicks in the Nixxis admin panel. Select the teams and call flows for which you want to enable transcription and customize the analysis settings to suit your needs. Please note that AI transcription credits are required to enable the feature. For more information, please contact us.
b) Better quality control
Integrate new AI data into your quality assessment process:
- Filter calls by sentiment score to quickly identify problematic conversations
- Create alerts based on the detection of specific keywords
c) Targeted coaching sessions
Use keyword searches to identify agents who excel in certain situations or who encounter recurring challenges. Conduct targeted coaching sessions using case studies from transcripts.
5. Measurable benefits for your organization
6. What to expect: the Nixxis AI roadmap for 2026-2027
a) Action commitments
b) Automatic tagging
7. Ready to transform your contact center?
Available from version 3.2 of our software, Nixxis’ new AI features represent much more than a simple technological evolution: they constitute a true paradigm shift in the management of customer interactions.
Contact your Nixxis account manager today to schedule a personalized demonstration of our AI module. Discover how these tools can be tailored to your specific needs and transform your approach to quality and training within your contact center.
Andrew Verbrugghe
Marketing & Communications Manager – Nixxis France.
Expert in innovative marketing strategies, specializing in the latest digital trends and passionate about artificial intelligence. 🤖
Andrew Verbrugghe
Marketing & Communications Manager – Nixxis France.
Expert in innovative marketing strategies, specializing in the latest digital trends and passionate about artificial intelligence. 🤖
