Laying the foundation layer of advanced analytics for better customer satisfaction.

In Update 4, transcription is the basis of advanced call analytics allowing business to offer improved customer service driven by AI data insights. Use the opportunity in this BETA release to test our proprietary AI technology for yourself – for call transcription and in-depth analysis. Let’s dive in!

3CX AI: Affordable, In-Depth Call Transcription

Our current transcription system uses external services like OpenAI and Google, but they come with two drawbacks:

  1. Cost: Call transcription is resource-heavy, relying upon expensive GPU processing. For larger installations, monthly costs can reach hundreds of dollars, which can quickly add up. Our purpose-built model is significantly more cost-effective and designed to minimize resource demands while delivering reliable transcription at a fraction of the cost.
  2. Limited Analysis: These systems offer only basic summaries and sentiment scoring, typically a simple 1-to-5 rating for the entire call. There’s minimal actionable insight or depth.

With Update 4 Beta, we’re introducing our own transcription engine, optimized for affordability and detail. Using fine-tuned, open-source models and our expertise in scalable hosting, we’ve built a GPU-powered system that out performs existing solutions both in cost and capability. This enables transcription as well as a deeper call analysis tailored for business needs.

Temporary Free Access for Enterprise Users

Transcription and analytics are resource-intensive, requiring the computational power of GPU-equipped cloud servers. To make these groundbreaking features accessible, we’re offering all enterprise users free transcription during the Beta phase. This trial is the perfect opportunity to explore the potential of AI-driven call analytics without any financial commitment.

For 3CX, it’s a chance to gather real-world data and refine our pricing model, ensuring we deliver the best value to our users. Once finalized, transcription and analytics will require a separate license upgrade. But for now, you can experience the power of 3CX AI at no cost.

Call Analytics – A Preview of Update 5

Update 5 will push 3CX AI beyond basic transcription. Upcoming features include advanced call analysis capabilities such as:

  • Customer Sentiment: Accurate ratings of customer satisfaction.
  • Agent Effectiveness: Evaluations of operator empathy and performance.
  • Content Analysis: Breakdown of Q&A, suggested follow-ups, products or companies mentioned, discussion topics, keywords, and resolution insights.
  • Call Analysis: Classification of call type, intent, participants, and urgency ratings.
  • Suggested Follow-Ups: Actionable recommendations and next steps.

All these metrics will be accessible through a powerful new reporting interface currently in development for Update 5. This will give businesses new insight into their communications and enable smarter decision-making.

Granular Transcription Settings Allow Greater Control

You can now enable or disable transcription at the department level and override these settings for specific queues or ring groups. This added flexibility lets you decide exactly what to transcribe. For instance, you might activate transcription for the sales department while keeping it off for accounting, ensuring the feature is used where it’s most beneficial.

Web Based Call Control API for Enhanced Flexibility

A new Web-Based Call Control API is now available, separate from the previously released configuration API. This API lets you manage and process live calls, such as initiating calls from a CRM or using AI in real-time to guide callers through steps before transferring them. Previously, implementing such solutions required skilled developers, adding complexity and cost. The new approach simplifies integration, making it faster and more affordable to deploy.

You can see more information on the call API and how to use it here.

Additional Updates

  • SMS Field for Generic Templates: A new SMS field is now available for generic templates. If your provider has developed SMS integration with 3CX as documented here, you can insert the URL without requiring provider support.
  • Record All Prompts via Phone: Recording prompts via phone is now enabled across all parts of the interface, addressing previous limitations.
  • New Call Scripts: Additional call scripts are available, with more details to follow in upcoming blog posts.
  • New Phone Model Added: Yealink AX83H WiFi is now supported.
  • Updated VoIP Providers: Newly supported/updated providers include:
    • Orange – FR
    • VoiceMeUP – CA
    • BT – UK
    • SWISSCOM ENT. – CH

How to Get Started with 3CX AI Transcription

Setting up transcription is straightforward:

  1. Open the Admin Console.
  2. Go to Integrations > Transcription.
  3. Select 3CX AI and save.
  4. Configure department-level settings, cascading to users, queues, and ring groups.

Note: Requires an Enterprise license.

Explore 3CX AI Now

This Beta release is your chance to try 3CX AI’s new transcription and analytics. Help shape its future by sharing your feedback while enjoying the benefits at no cost.

View the complete change log here.

Join the V20 discussion in our dedicated Partner or Customer Forums. Follow us on X and LinkedIn to stay-up-to date on further developments.