Real-Time Call Transcription
Hear every word, act in real time.
Capacity captures live audio independent of your existing recording system, turning every conversation into agent guidance, compliance alerts and automated summaries.
Why this matters
Most real-time tools depend on your existing call recording system. Capacity does not. Our proprietary audio layer captures conversations live and puts every word to work instantly to enhance interaction quality and automate repetitive post-call work.
Get the highlights
Setup agnostic
Audio capture works independently of your existing telephony setup.
Beyond transcription
Live transcription powers guidance, alerts, captioning and summaries as part of the Agent Assist suite.
No IT lift
Go live in days without recording system dependencies.
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore transcription
Deployment
No recording system required
Capacity uses proprietary audio capture that runs independent of your call recording system, with a quick deployment so you can optimize now, not later.
Works across major CCaaS platforms
Pre-built integrations with Genesys, Five9, Talkdesk, CXone, Salesforce, Zoom, 8×8 and more.
No dependency on your call recorder
Capacity audio service captures live voice without touching your existing recording infrastructure.
Go live in days, not months
Deploy quickly without lengthy implementation projects or heavy professional services.
Agent Guidance
Real-time guidance from every word
Live transcription powers next-best-action prompts and dynamic checklists directly inside the conversation.
Next-best-action prompts
Transcription turns every conversation into structured guidance that agents can act on in the moment.
Dynamic checklists
Checklists update automatically as topics are detected, keeping agents on track.
Auto-populated workflow fields
Workflow fields fill automatically based on what the customer says.
Accessibility
Live captioning for every agent
Agents and supervisors get real-time assist for every interaction as it happens, powered by real-time transcription.
Accessibility built in
Live captioning supports accessibility compliance and makes every conversation easier to follow and review.
Supports agents and supervisors
Live text feeds reduce cognitive load and improve clarity during conversations.
Powered by Deepgram ASR
Multilingual transcription available across supported Deepgram language models.
Compliance
Compliance alerts as they happen
Rule-based keyword triggers alert supervisors the moment a compliance risk or sensitive language appears in a live call.
Real-time keyword detection
Capture custom keywords flagged the moment they appear in a live call.
Instant supervisor alerts
Supervisors receive immediate alerts when a compliance condition or sensitive term is triggered.
Rule-based, not guesswork
Compliance triggers are rule-based and configurable, without relying on black-box AI decisions.
After-Call Work
Automated summaries with zero wrap-up
Transcription drives automated QA and call summaries and pushes data directly into your CRM when the call ends.
Summaries generated automatically
Generate a structured call summary automatically when the call ends.
CRM and system handoff built in
Summary data is pushed directly to your CRM or integrated systems through pre-built connectors.
After-call work drops to near zero
Agents move to the next interaction faster while reducing handle time across every queue.
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Agent Assist
Post Interation Workflows
Outbound
Integrations
AI Knowledge Orchestration
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Frequently asked questions
What is call transcription?
Call transcription converts spoken conversations into searchable text. It gives teams a complete written record of customer interactions across voice channels, making it easier to review conversations, improve agent performance, automate workflows and uncover customer insights.
How does real-time call transcription work?
Real-time call transcription captures and converts live conversations into text as the interaction happens. Capacity’s proprietary audio layer processes the conversation instantly, allowing AI agents and supervisors to surface knowledge, automate summaries, trigger compliance alerts and provide live agent guidance before the call ends.
Does Capacity require access to our existing call recording system?
No. Capacity uses a proprietary audio capture service that operates independently of your existing telephony or call recording setup. This removes the most common deployment blocker before it becomes one. For customers on a supported CCaaS platform, pre-built integrations handle everything. For other Windows environments, a downloadable audio service captures streaming audio directly.
What does real-time transcription actually power inside Capacity?
Transcription is the engine underneath every real-time Agent Assist capability. It powers next-best-action prompts, dynamic checklists, keyword alerts, compliance triggers, live captioning for agents and supervisors and automated post-call summaries. Every outcome runs from the same audio capture layer.
How quickly can we go live?
For customers with a compatible CCaaS integration or who can use the Creovai audio service on Windows, standard deployments take days. There is no heavy professional services requirement. Any trained user can configure scripts, prompts, alerts and checklists through Studio, Capacity’s no-code interface, in a matter of hours.
Does Capacity support multiple languages?
The agent-facing interface is in English. Underlying transcription and prompting services support multiple languages through Deepgram, our ASR provider. Adding a new language may require a product configuration step. Symbol-based character sets such as Traditional Mandarin are not supported out of the box. Confirm specific language requirements early in your evaluation.
How does Capacity differ from point solutions like Cresta or Observe.AI?
Cresta and Observe.AI are standalone tools. Capacity’s real-time transcription is part of a unified platform powered by a shared AI knowledge layer connected to your business data, systems and workflows. The same knowledge powering virtual agents, agent assist and QA workflows continuously improves experiences across every interaction. One vendor. One knowledge layer. One continuous learning loop.