Zoho CRM now uses Zoho's own proprietary call transcription engine, giving a faster, more native way to capture and access customer conversations in text, directly within CRM.

What This Means

Zoho's transcription engine is now the default transcription service for supported recorded calls. As before, call recordings are automatically converted to text and attached to the corresponding record in the Call Activity module, making every conversation easier to search, review, and act on, with no additional steps required on your part.

Broader Telephony Support

Zoho's transcription engine supports most built-in telephony integrations, third-party vendor integrations, and API-connected call URLs.

Multi-Language Support

Which languages are supported depends on your account's data centre:

• US, EU, and IN data centres: English, Hindi, Spanish, German, French, Italian, Dutch, Portuguese, and Russian.
• AU, CA, UK, SG, UAE, and JP data centres: English and Hindi.

No Added Cost

Call transcription is currently available at no additional cost, regardless of transcription volume.

Requirements

• Available on Professional edition and above.
• Only admins can configure the feature, under Setup, then Zia, then Communication, then Call Transcription.
• Call recording must be enabled within your account's Telephony integration for transcription to work at all.

Availability

The new transcription engine is the default transcriber for all new customer accounts in the US, EU, IN, AU, CA, and JP data centres, with availability expanding to other data centres in the coming weeks.