Realtime streaming
Speech is converted to text with minimal delay so supervisors and downstream systems can react sooner.
Feature Overview
Live Transcription for active phone calls
Convert speech into text while the call is still in progress, so teams can monitor conversations instantly, search faster, and build better post-call analytics workflows.
Real-time transcription during active calls
Multi-channel support for caller and callee
Store transcripts for search and review
Ready for analytics, QA, and AI workflows
Live Transcription Console
Follow each speaker while the conversation is still happening.
Speaker Timeline
Live transcript feed
Streaming audio
Call ID
FT-240391
Latency
< 1.2s
Detected Intent
Order status check
Agent
Keep the agent side separate for QA reviews, coaching, and compliance checks.
Caller
Capture the customer's side clearly for faster issue lookup and intent detection.
Example
00:00 - 00:22
Agent
Xin chào, chúng tôi có thể giúp gì cho bạn hôm nay?
Caller
Tôi cần kiểm tra đơn hàng, mã của tôi là FT10294.
Agent
Vâng, tôi đã ghi nhận. Anh chị vui lòng chờ trong giây lát để tôi tra cứu trạng thái đơn.
Caller
Được, tôi cần biết đơn đã giao chưa vì hôm qua tôi chưa nhận được.
Live Insight
The system can use the live transcript to suggest intent, push CRM context, or trigger supervisor alerts while the call is still active.
Core Capabilities
Focus on the conversation while it is happening
This page introduces how Firetell presents transcripts in a clear, readable format that is ready for contact center operations.
Multi-channel separation
Clearly separate the agent and caller channels to keep transcripts structured and more useful for quality review.
Operational readiness
Use transcripts as input for search, summaries, scoring, or downstream automation.
How It Works
From live audio to structured transcript
This page outlines a typical flow so the transcript is not only readable on screen, but useful for operations and analytics.
Capture live call audio
Firetell ingests the audio stream while the call is still active and prepares it for speech recognition.
Separate channels and tag speakers
The system distinguishes caller and callee so each utterance stays organized, traceable, and easy to review.
Deliver transcript into operations
The transcript can be displayed in dashboards, stored for later review, or routed into QA, analytics, and AI workflows.
Structured Output
More than text, it is usable operational data
When transcripts are structured from the start, teams can search, analyze, and automate much faster.
Speaker Labels
Each utterance is tagged as Agent or Caller for faster and more reliable transcript reading.
Timeline
It can be extended with timestamps per segment to support reviews, investigations, and recording lookup.
Searchable Text
Text transcripts make it easy to search for keywords, order IDs, issues, or intents within seconds.
Workflow Input
Transcript data can feed summaries, QA scoring, sentiment models, or real-time alerts.
Operational Value
Clear benefits for support, QA, and supervisors
When conversations become data during the call itself, many downstream manual tasks can be reduced.
Find the right conversation segment faster instead of replaying the full recording.
Support audits and compliance checks with clearly labeled speaker turns.
Enable real-time alerts when important keywords or escalation signals appear.
Create a strong foundation for analytics dashboards and call quality reporting.
Reduce post-call review time for operations and QA teams.
Integrate more easily with storage systems, CRMs, or downstream AI tools.
Use Cases
Where does Live Transcription fit best?
This feature is most valuable when transcripts need to be used during operations, not just stored for later playback.
Contact Center Monitoring
Supervisors can follow live calls without having to listen continuously to the full audio stream.
Sales Verification
Sales ops teams can quickly verify key points such as customer intent, pricing discussion, or closing conditions.
Compliance Review
Quality and legal teams can review required disclosures or sensitive wording much more efficiently.
AI Assist & Summaries
Realtime transcripts provide the foundation for summaries, suggested replies, or downstream AI workflows.
Pricing
Simple pricing for realtime transcription
Start with a clear usage-based model that is easy to forecast and flexible enough for both pilots and growing contact center workloads.
Pay as you use
Live Call Transcription
One straightforward rate for live transcription, with no upfront commitment and billing based only on the hours you actually consume.
$0.2/hour
Only pay for what you use
Included
- Language Hints
- Language Identification
- Speaker Diarization
- Timestamps
- Confidence Scores
- Endpoint Detection
Pricing Examples
10 hours / month
$2
100 hours / month
$20
1,000 hours / month
$200
Usage-Based
Easy to start, no complex packages
A good fit for teams that want to launch quickly or scale gradually with real traffic instead of committing to a fixed bundle upfront.
Production Ready
Rich enough for real operational workflows
Capabilities like diarization, timestamps, and confidence scores make the transcript useful not only for reading, but also for QA, analytics, and downstream automation.
Best Fit
Ideal when transcript visibility matters during the call
This works especially well for live monitoring, supervisor assist, AI prompt context, or any workflow that needs call content almost in real time.
Toggle in Console
Live Transcription can be turned on or off directly in the console, giving your team control over when to use it and how to manage cost by workflow.