Hi,
We have developed a third-party Call Control Handler that functions similarly to finesse desktop. This application works independently and uses finesse APIs to manage calls and respond to finesse events.
Currently, after a call ends, agents have to manually write a summary of the call and submit it through our application. This process is time-consuming and may result in agents overlooking important details because of the queued calls and limited wrap-up time.
To solve this problem, we are considering two options:
1. Implementing a speech-to-text solution that generates a real-time transcript of the call.
2. Creating a solution to record Jabber audio and converting it into text at the end of the call (though we're unsure about how to record Jabber calls).
We have researched solutions like Google Dialogflow and IBM Watson based on documentation and community posts. However, it appears that these solutions are better suited for integrating with finesse desktop or gadget, rather than our specific third-party application.
We are curious if there is a native solution available in UCCE or any other easy-to-integrate option that suits our use case.
Please provide your insights or suggestions. Thank you!
