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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.
Integrating Gladia audio transcription API with Make for workflow automation
Published on Dec 20, 2023
Embark on a journey to optimize your workflow by seamlessly integrating Gladia through Eden AI with Make. This comprehensive guide will take you through the step-by-step process, empowering you to harness the full potential of automation in your tasks.
What is Make?
Make is a no-code automation platform that helps companies time and resources by connecting all of their favorite apps on Make with just a few clicks. Contrary to traditional integration and automation platforms, known for being siloed and non-intuitive, Make makes workflow automation accessible, versatile, and easy to use.
Benefits of using Gladia with Make
Gladia is a speech-to-text (STT) and audio intelligence API enabling AI audio and video transcription. It supports 99 languages, has enhanced language detection with code-switching, and unlocks several valuable features like speaker diarization, live transcription, and word-level timestamps. Our latest model, Whisper-Zero, eliminates virtually all hallucinations from transcripts.
Integrating an audio transcription API into a workflow automation platform like Make can bring several benefits, such as:
Audio data integration: First and foremost, STT APIs help companies capture and utilize audio data to inform business intelligence across workflows.
Error reduction: Cutting-edge STT technology minimizes the risk of typographical errors that commonly occur during manual typing, ensuring accuracy and reliability of data across workflows.
Multimodal interaction: Integrating speech capabilities into a workflow automation platform allows users to interact through multiple channels (voice and text), catering to diverse user preferences.
Data insights and analysis: Transcribed text from speech inputs can be analyzed for patterns, sentiments, or keywords, providing valuable insights for improving services or optimizing workflows.
This tutorial will explain how to leverage Gladia’s transcription engine with Make via EdenAI, a one-stop-shop platform for the best developer APIs.
Step 1: Navigate Make marketplace
Begin your integration journey by visiting the Make.com marketplace. Search for the Eden AI app integration to explore its many capabilities.
Preview of EdenAI's app
Within the Eden AI integration, you’ll find several AI feature actions that will serve as pillars for introducing Eden AI into your automated workflows.
Step 2: Scenario setup on Make
Access your Make account and initiate the creation of a new scenario. Select a module that aligns with your workflow, such as Gmail or Google Drive, to kickstart the automation process.
Integrate a new module into your scenario and locate Eden AI within the available options. This step is pivotal in establishing a seamless connection between Make and Eden AI.
Upon selecting Eden AI, narrow down the specific event that will trigger your scenario. In this case, search for "Transcription".
Step 3: Connecting your Eden AI account
If you haven't done so already, create an account on Eden AI using the provided referral link. This account will be the gateway to unlocking the powerful capabilities of Eden AI and Gladia.
Retrieve your API key from the homepage of Eden AI. You just need to paste it into the designated field.
Step 4: Configuring the Eden AI module
Input the file you wish to analyze seamlessly. For example, if your data originates from Gmail attachments, seamlessly integrate it into the Eden AI workflow for thorough analysis.
Choose "Gladia" as provider and configure the action to specify where you want the analyzed data to be stored. Popular choices include platforms like Google Sheets. Note that we support automatic language detection, code-switching, and can transcribe language correctly whatever the accent.
Step 5: Saving and activating your scenario
With the configuration complete, your scenario is ready for action. Activate it to witness the transformative power of Gladia in automating your tasks.
Explore the Gladia functionality within Make to efficiently manage and utilize the analyzed data as per your workflow requirements.
Streamline your integration process by searching for "Eden AI" templates tailored to your specific needs. This bonus tip ensures a quicker implementation of Eden AI into your scenarios.
Conclusion
Integrating a reliable speech-to-text API like Gladia into Make.com could significantly enrich its functionality, making interactions more efficient, accurate, and accessible for users across various industries and purposes. We hope this quick guide was helpful to get you started.
To learn more about our partnership with EdenAI, feel free to check their blog.
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Speech-To-Text
Call center transcription software: what enterprises should look for in 2026
Speech-To-Text
PII redaction for call recordings: how ingestion-level redaction keeps calls PCI compliant
Speech-To-Text
GDPR, SOC 2, and ISO 27001 speech-to-text: the contact center compliance and certification guide
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