Case Study: Vonage achieves real-time call transcription and automated QA with Gladia

Vonage achieves 270ms real-time transcription with Gladia

Vonage sought to improve its contact center operations by adding reliable, automated transcription to calls handled by its Voice API. The challenge was to accurately transcribe calls to enhance agent coaching, automate quality assurance scoring, and ensure compliance, as errors could corrupt downstream systems like CRMs. The company partnered with Gladia to integrate its speech-to-text service.

Gladia's solution involved routing Vonage's audio streams directly to its API, offering both real-time transcription with low latency for live agent assistance and high-accuracy batch processing for post-call analysis. This integration enabled Vonage to achieve a word error rate of just 1-3%, process one hour of audio in under 60 seconds, and scale quality assurance to cover 100% of calls, thereby improving agent coaching and reducing attrition.

Vonage