Update 4 Beta: 3CX AI-Powered Transcription at a Lower Cost

With Update 4, call transcription is the foundation for 3CX AI Advanced Call Analytics, enabling businesses to deliver enhanced customer experiences. This Beta release offers you the opportunity to explore our AI technology for transcription and call analysis—completely free. Let’s dive into the details!

Our current transcription system relies on external services like OpenAI and Google, but they have some limitations:

1. High Costs:
   Call transcription is resource-intensive and expensive, especially for large businesses. Monthly expenses can run into hundreds of dollars. Our in-house transcription system is cost-effective, reducing resource demands while still delivering accurate results at a fraction of the price.
2. Basic Insights:
   External services provide simple summaries and sentiment scores, offering limited actionable data.

With Update 4 Beta, we’re launching our proprietary transcription engine. Built with open-source models and fine-tuned for efficiency, our system delivers affordable, detailed transcriptions and in-depth analysis tailored to business needs.

During the Beta phase, we’re offering free access to transcription and analytics for all Enterprise users. This allows you to experience AI-driven call analytics without any cost.

This trial also helps us refine the system and pricing model to deliver the best value to our users. Once finalized, transcription and analytics will require a separate license upgrade. For now, enjoy the benefits at no cost!

In Update 5, 3CX AI will go beyond transcription, introducing advanced analytics:

• Customer Sentiment: Measure customer satisfaction accurately.
• Agent Performance: Evaluate operator empathy and effectiveness.
• Content Insights: Highlight key topics, keywords, and resolution details.
• Call Classification: Identify call intent, urgency, and participants.
• Suggested Actions: Provide actionable follow-ups and recommendations.

These features will be available through a new, intuitive reporting interface, giving businesses deeper insights into their communications.

You can now control transcription at the department level and customize settings for specific queues or ring groups. For example, you might enable transcription for sales but disable it for accounting. This ensures the feature is used where it’s most valuable.

We’ve introduced a new Web-Based Call Control API, separate from the configuration API. This API lets you:

• Manage live calls directly from your CRM.
• Use AI to assist callers before transferring them.

This new approach simplifies integration, making it easier and more affordable to implement advanced solutions.

• New SMS Field: Generic templates now support SMS fields for easier integration.
• Record Prompts via Phone: Prompts can now be recorded through the phone across all interfaces.
• New Call Scripts: Additional scripts are now available for enhanced functionality.
• New Phone Model: Yealink AX83H WiFi is supported.
• Updated VoIP Providers:
  • Orange – France
  • VoiceMeUP – Canada
  • BT – UK
  • Swisscom Enterprise – Switzerland

1. Open the Admin Console.
2. Navigate to Integrations > Transcription.
3. Select 3CX AI and save.
4. Configure department-level transcription settings.

Note: Requires an Enterprise license.

This Beta release is your chance to try 3CX AI’s transcription and analytics. Test it for free and share your feedback to help us improve.

Stay Updated:

• View the complete changelog [here].
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