Upland Transcription Service

Upland offers a transcription service that enables real-time audio capture with Avaya telephony using a desktop application. The captured audio is processed for transcription and seamlessly integrated with the InGenius client, making use of the following features:

• Device selection and configuration allows users to select their microphone and speaker

• User controls for starting, pausing, and resuming audio capture

• Simple, seamless installation and linking with the InGenius client and Avaya telephony

Navigate to the topics below to learn more about the current features and limitations, and the required configuration:

• Requirements and Limitations

• Configure Salesforce Messaging for In-App and Web User (MIAW)

• Audio Capture Application

Upland offers a transcription service that allows organizations to document customer interactions, comply with regulatory requirements, and improve the quality of customer service with detailed and accessible call records. Leverage the Upland Transcription Service within your environment and make use of the following features:

• Audio Capture and Real-time Transcription

  Capture audio from phone calls and have them automatically transcribed in real-time.

• Logging and Monitoring

  Create and store logs for the Capture application locally.

• Selective Call Transcription

  Configure your telephony to only send certain calls to the Capture application for transcription.

• Seamless Salesforce Service Cloud Voice Integration

  Automatically send transcribed data to Salesforce Service Cloud Voice.

• Pause and Resume

  Allows for pausing and resuming transcription on demand.

Navigate to the topics below to learn more about the requirements, limitations, and the configuration of the InGenius transcription service:

• Requirements and Limitations

• Capture Device Configuration

• Telephony Transcription Configuration

• MSML and Switch Configuration