AI Call Transcription — Every Call in Writing, Searchable
Calls and voicemails turned into searchable text inside your phone system, with speaker separation and summaries. Keep the audio in the cloud or on-premises.
Every call and voicemail turned into text you can search, inside the phone system you already run. Not a separate app to log into, and not a recording somebody has to sit through — a written record with a summary attached, on the customer’s file. SIP Connect sets it up, tunes it and supports it.
Each side of the call, on its own line
Stereo recording keeps the caller and your team on separate audio channels, so the transcript shows who said what rather than one run-on block.
- Caller
Hi, I'm calling about the quote you sent through for the Bundoora site.
0:04 - Reception
Of course — that's job 8812. I've got it open here now.
0:09 - Caller
Great. Can you do the install before the end of the month?
0:14 - Reception
We can. I'll book the Thursday and confirm by email today.
0:19
Illustrative example. Accuracy varies with accents, crosstalk, background noise and speakerphone use.
The problem it solves
Call recording has been standard for years, and almost nobody uses it. The recordings pile up because listening back costs the one thing the person checking doesn’t have — twenty minutes. So a dispute gets settled on whoever sounds more certain, and a promise made on Tuesday is a matter of opinion by Friday.
Text changes that. A transcript is skimmable in seconds, searchable by keyword across every call your business has had, and quotable. The recording is still there if you need it; you just stop needing it most of the time.
What you get
Calls and voicemails transcribed automatically.
No button to press and nothing to remember.
Speaker separation.
Stereo recording keeps each side of the conversation on its own channel, so the transcript shows who said what rather than one run-on block.
A written summary of each meaningful call.
The outcome without the transcript, for when even skimming is more than you need.
Searchable by keyword.
Across calls, across people, across months — find the conversation where a price, an address or a commitment was mentioned.
Attached to the customer record.
With CRM integration the transcript and summary land on the contact’s file, so the history is where you would look for it.
Voicemail in your inbox as text.
Read it in a meeting instead of stepping out to listen.
You choose the engine, and where it runs
3CX lets you pick which engine does the transcribing — 3CX’s own, Google, or OpenAI Whisper — and that choice is not just about accuracy. It decides where the audio goes.
- Cloud transcription is the simplest to run and needs no hardware. The audio is processed by the provider you select.
- Local transcription runs the engine on your own infrastructure, so call audio never leaves your control. It wants a reasonably capable GPU to keep up, which is a real cost worth knowing about before you commit.
Which one is right depends on what you talk about on the phone. A firm handling health records or legal matters usually wants the local option. Most businesses are comfortable in the cloud. We will walk you through the trade-off rather than making it for you.
Before you switch it on
Recording and transcribing calls is regulated in Australia, and the rules differ by state. In practice that means telling people the call is being recorded and keeping the transcripts under the same handling rules as the recordings. Our privacy policy covers how we treat data on your behalf; how you handle yours is a decision we will help you think through, not one we make for you.
Where it earns its keep
Disputes about what was agreed.
Searchable text beats twenty minutes of scrubbing through audio, and settles it either way.
Training and coaching.
Read a week of a new starter’s calls in the time it takes to listen to one.
Handover.
Whoever picks the customer up next reads the history rather than asking them to repeat it.
Spotting the pattern.
When the same complaint appears in fifteen transcripts, it stops being anecdote — which is where call analytics takes over.
What it runs on
Transcription is part of 3CX, which we design, host and support from Greensborough. Availability and the AI features that go with it depend on your 3CX licence tier, and 3CX adjust those tiers from time to time, so we confirm your exact entitlements at deployment rather than quoting a list that may have moved. Call 1300 747 266 and we will tell you where your current system stands.
Frequently asked questions
What gets transcribed?
Calls and voicemails. Administrators choose which — you can enable it for particular departments, queues or individual users rather than switching it on across the whole business.
Where are the transcripts stored?
In your 3CX reports, and delivered by email as well if you turn that on. With CRM integration they also attach to the customer’s record.
Can I keep call audio on my own hardware?
Yes. The transcription engine can run locally instead of in the cloud, so audio never leaves your infrastructure. It needs a capable GPU to keep up with live call volume, which is a genuine cost — we will size it honestly before you commit.
How accurate is it?
Good enough to search, skim and quote from, and not good enough to treat as a legal transcript without reading it. Accents, crosstalk, background noise and speakerphone all cost accuracy. Speaker separation helps a lot, because each side of the call is transcribed from its own audio channel rather than a mixed one.
Does it handle languages other than English?
Yes — the language is selected in the admin console, and the available set depends on the engine you choose.
Do we have to tell callers we are recording?
In practice yes, and the rules vary between states. The usual approach is an announcement on the greeting. We will set that up as part of the configuration; whether and how you record is your decision to make.
Is this the same as call analytics?
No, though they work together. Transcription gives you the words. Analytics is what tells you the pattern across thousands of them — sentiment trends, queue performance and where calls are going wrong.
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