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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.
Powering virtual meetings with Speech to Text AI: Claap's success story with Gladia
Published on Jun 25, 2023
A case study showcasing the benefits of Gladia's AI API for Claap, an all-in-one video workspace that implemented our solution to provide its international users with advanced video transcription capabilities.
Meet Claap
Claap is a leading all-in-one video workspace that helps organizations speed up decision-making by reducing back-to-back virtual meetings and endless messaging threads. Claap unifies meeting recording, screen recording, and a video wiki into a single collaborative workspace, unlocking a new level of alignment, transparency, and efficiency.
Founded in France in 2021, the company serves international customers like Revolut, Kavak, and Qonto, and helps them solve their remote collaboration challenges.
• 14 employees
• 5,000+ customer workspaces
• Global user base: French, English (US/UK), Spanish, German, Dutch, Danish, Chinese, Hindi, Portuguese, Italian and other languages in use
Claap's platform with built-in transcription, powered by Gladia
Claap’s team knew that in order to realize their vision, they needed to make video content a truly intuitive medium of information. This, in turn, meant that they had to make video content easy to summarize, categorize, search, and digest. A high-quality transcription tool was therefore crucial to their roadmap.
Challenge
Claap’s Co-founder and CTO, Thomas Hernandez, needed a highly accurate, fast, and easy-to-implement multilingual solution both for core transcription and for video intelligence add-ons.
While the Claap team considered building the solution in-house using a layer of add-ons on top of an open-source product, they felt that transcription was becoming enough of a commodity that a specialized API provider would be a better fit, thanks to reduced time-to-market and lower infrastructure costs.
The issue they encountered, however, was that the incumbent providers did not meet the near-perfect quality they were looking for, as they were primarily US-centric, with lower quality for non-native English speakers. They were also either too slow, or prohibitively expensive.
Objectives
To deploy a high-quality, scalable video transcription API and audio intelligence add-ons for all Claap's customers all around the globe.
Specifications
✔️ A high-quality transcription at a scalable cost so it could be deployed in every user space.
✔️ A solution adapted to speakers from multiple geographies, with different languages and regional accents.
✔️ A transcription technology that is fast enough to add a valuable layer of insight to user videos almost immediately.
Solution
With Gladia, the Claap team was able to implement:
A highly accurate transcription solution registering a WER between 1% and 3%.
Transcription at blazing speed, with one hour of video transcribed on average in under 60s.
A truly multilingual approach to transcription, with core features and add-on all available in 99+ languages.
A quick implementation and iteration cycle, with fixes and features released every week, as well as weekly client support.
Audio intelligence features such as speaker diarization, word-level timestamps, translations, and other features, enabling Claap to make content more accessible for their international users.
Thanks to our API, Claap was able to unlock the following AI-powered functionalities for its users:
Synced playback — follow along with a video transcript while you listen to the recording;
Speaker detection — automatically detect multiple speakers to jump in the right moment;
Search within video — search the full text transcript and find the exact moment you’re looking for;
Add comments while watching transcript — easily add comments related to a specific timestamp.
Speaker diarization as seen inside Claap
Impact
After deciding to add audio transcription to their roadmap, Claap started testing the API immediately. By working with the Gladia team to iterate and scale up, they saw a noticeable impact on their own customers, from users praising the quality of the transcription to prospects converting specifically after trying it out.
In a nutshell, Claap's case study illustrates the many possibilities unlocked by audio AI for businesses, aiming to improve user experience, boost retention and upgrade its core product functionalities - all with a single turnkey API.
We're thrilled to have been part of this amazing journey, and we owe a huge thanks to our client for putting their trust in us. As we move forward, we're excited to team up with more clients, tackle new challenges, and make AI more accessible to companies worldwide.
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.
Having read this case study, do you feel like Gladia could be the right fit for your business too?
