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Call center transcription software: what enterprises should look for in 2026
TL;DR: Most contact centers evaluate transcription software using clean-audio lab benchmarks, then watch QA automation break down when BPO (Business Process Outsourcing) agents switch languages mid-call or phone-line noise degrades the signal. In 2026, the criteria that matter are real-world multilingual WER, all-inclusive per-hour pricing, and data sovereignty that holds up under GDPR and HIPAA audit. For enterprise teams, the highest-ROI evaluation step is testing on real BPO call samples rather than vendor demo audio, and asking every shortlisted provider for an all-in per-hour price with diarization, sentiment, and entity extraction enabled.
PII redaction for call recordings: how ingestion-level redaction keeps calls PCI compliant
TL;DR: Legacy pause-and-resume systems don't remove agents, local desktops, or telephony infrastructure from PCI DSS audit scope. Automated, ingestion-level PII redaction scrubs sensitive data before it reaches any database. By removing cardholder data at the ingestion layer, contact center platforms using automated redaction can potentially reduce audit complexity, cut agent handle time (AHT), and protect downstream CRM and LLM pipelines from corrupt data. The accuracy floor for reliable entity detection in PCI audits is significantly higher than for standard QA transcription, making STT model selection a compliance decision as much as a product one.
GDPR, SOC 2, and ISO 27001 speech-to-text: the contact center compliance and certification guide
TL;DR: When your contact center routes voice data through a transcription vendor, every certification gap in that vendor's stack becomes your compliance liability. Voice recordings qualify as personal data under GDPR Article 4, and processing them through uncertified APIs creates direct financial exposure. This guide breaks down what GDPR, SOC 2 Type II, ISO 27001, HIPAA, and PCI DSS each require of your audio infrastructure vendor and maps those requirements to the QA coverage rates and cost-per-contact metrics you manage daily. We hold GDPR, SOC 2 Type II, ISO 27001, HIPAA, and PCI DSS certifications, and never use customer audio for model training on Growth or Enterprise plan.
How Aircall cut transcription time by 95% with Gladia
Published on Oct 9, 2025
The contact center is transforming. Traditionally defined by manual workflows, siloed data, and reactive customer service, today's Contact Center as a Service (CCaaS) platforms are embracing a new era—one driven by real-time AI and automation.
Transcription lies at the core of this transformation. Converting voice to text with speed and precision unlocks a cascade of next-gen capabilities: automated summaries, sentiment detection, agent coaching, CRM enrichment, and more. But many legacy or in-house solutions fall short—too slow, too inaccurate, or too resource-heavy to scale.
Aircall, the leading AI-powered voice platform for growing businesses, recognized this inflection point early. To meet the growing demand for fast, intelligent insights from customer conversations, Aircall turned to Gladia’s speech-to-text API.
Here’s how Aircall reduced transcription time by 95%, empowered its users with near-instant insights, and laid the groundwork for a smarter, AI-driven CCaaS future.
About Aircall
Aircall is an integrated customer communications and intelligence platform. It unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 250 business tools. With a strong focus on cloud-based voice solutions, Aircall helps teams streamline conversations, improve customer support, and drive sales efficiency.
Farid Issabhai, Staff Engineer at Aircall, is at the forefront of Aircall’s AI and transcription initiatives. He played a key role in integrating cutting-edge technologies, including Gladia’s speech-to-text API, into Aircall’s workflows.
Challenge: More accurate, fast, and scalable transcription for global telephony
As a leading voice platform, Aircall processes thousands of calls every day across diverse languages and use cases, from customer support to sales interactions. Initially, Aircall developed an in-house transcription engine, but maintaining and improving it proved challenging.
Solution: Gladia’s speech-to-text API
After evaluating different STT API vendors, Aircall chose Gladia for its strong performance in transcription accuracy, especially for key strategic languages.
Gladia’s API allowed Aircall to:
✓ Transcribe calls across multiple languages like Spanish, German, and Italian.
✓ Process over 1M transcriptions per week
✓ Deliver transcripts significantly faster than their previous solutions.
How Aircall uses transcription
Aircall integrates Gladia’s transcriptions as a foundational layer for advanced features for their CCaaS platform:
Searchability: Users can search for keywords across calls
AI-generated insights: Summaries, key topics, and sentiment analysis are built on top of the transcripts
Agent coaching: Aircall’s coaching features assess calls for compliance and training, evaluating factors like greetings or responses to objections
CRM Integration: While transcriptions aren’t logged directly into CRMs like HubSpot or Salesforce, summaries and AI insights are pushed via webhooks
Farid explains,
Why Aircall chose Gladia
Aircall’s decision to partner with Gladia was driven by:
Accuracy: High performance across key languages benchmarked on internal datasets composed of phone call audio
Speed: Drastically reduced transcription delays
Developer Experience: A well-designed API that simplified integration
Cost-Effectiveness: A solution that balances performance with the economics of scaling
Results: Faster insights, smoother operations
Since switching to Gladia:
Transcription times have dropped from up to 30 minutes to under 1.5 minutes
Aircall processes around 1M calls weekly, enabling scalable AI features
Improved user satisfaction by delivering faster insights
Farid highlights,
Looking ahead
Aircall is exploring new frontiers with real-time transcription and AI voice agents. While asynchronous transcription currently meets most needs, the team is actively experimenting with new features like real-time assistance during sales calls, where AI can suggest responses based on conversation context.
Farid shares,
Final thoughts
Farid’s advice for companies looking to integrate speech-to-text AI:
About Gladia
Gladia provides a speech-to-text and audio intelligence API for building virtual meeting and note-taking apps, call center platforms, and media products, providing transcription, translation, and insights powered by best-in-class ASR, LLMs, and GenAI models.
After reading this case study, do you think Gladia could be the right fit for your business?
