Real-time speech-to-text for contact centers and call centers
Transcribe customer calls as they happen with accurate speaker separation, multilingual speech recognition, and structured output ready for agent assist, IVR, QA, conversation intelligence, and automation.
Trusted by teams building global voice products
Every customer conversation starts with accurate transcription
Agent assist, quality assurance, call summaries, conversation intelligence, and automation all depend on understanding what the customer and agent actually said. Contact center speech is fast, unscripted, noisy, multilingual, and full of names, numbers, product terms, account details, and interruptions. Soniox turns those calls into accurate, structured speech data your CX stack can use immediately.
Transcribe calls in real time
Stream transcription while customers and agents are still speaking so live systems can react without waiting for the call to end.
Keep customer and agent speech separate
Detect speaker changes automatically so every part of the conversation stays connected to the person who said it.
Capture the details that matter
Reliably recognize names, numbers, dates, addresses, IDs, codes, product terminology, and other structured information.
Support customers in 60+ languages
Transcribe multilingual calls and language switching with one model, without maintaining separate recognition pipelines.
From live call to usable customer data
Connect Soniox to your voice stack and turn every conversation into structured transcript data for real-time and post-call workflows.
1. Capture
Stream customer calls from your telephony, contact center, or communications infrastructure.
2. Transcribe
Receive accurate text continuously while the customer and agent are speaking.
3. Structure
Preserve speakers, timestamps, languages, and important conversational details.
4. Act
Power agent assist, QA, analytics, summaries, CRM workflows, and automation.
Speech recognition built for contact center audio
Customer calls are not clean studio recordings. Soniox is built for live conversational audio, including telephony, accents, interruptions, overlapping speech, multilingual customers, and the domain-specific language unique to your business.
Low-latency streaming transcription
Receive provisional and finalized transcription tokens continuously as the call unfolds. Feed live speech into agent assist, retrieval, routing, alerts, or your own real-time CX applications.
Explore real-time transcriptionSpeaker diarization
Separate customer and agent speech automatically so downstream systems understand who said what throughout the interaction.
Explore speaker diarizationContact center vocabulary and context
Provide product names, brands, customer context, industry terminology, locations, and other business-specific information to improve recognition for each conversation.
Explore context customizationTelephony-ready audio
Process real-world telephony audio using common raw formats including μ-law and A-law, alongside standard audio container formats.
Automatic language identification
Detect the language being spoken automatically, including calls where customers switch languages during the same conversation.
Explore language identificationReal-time call translation
Transcribe and translate live customer speech so support systems can serve multilingual callers without introducing a separate translation pipeline.
Explore real-time translationSpeech infrastructure for massive scale
Build on one API and deploy in your region
Use the same models and API everywhere, with in-region processing to meet latency, data residency, and regulatory requirements.
Available: US, EU, Japan, India
Coming soon: Korea, Australia, Canada, Saudi Arabia, UK, Brazil
Run mission-critical systems with confidence
- 99.9% uptime
Production-hardened infrastructure with monitoring and redundancy. - low-latency streaming
Process speech in real time with low latency for responsive voice applications. - Priority support
Severity-based incident response with direct access to the Soniox team.
"Before Soniox, our international users always had a noticeably different experience. Now accuracy and responsiveness match across all regions…it feels like one system instead of five."
Alon Yair CTO of Onvego
One transcription layer across your contact center
Use the same speech API across live agent workflows, automated service, analytics, QA, and post-call processing.
Real-time agent assist
Stream customer and agent speech into copilots, knowledge retrieval, next-best-action, and live support tools while the call is still happening.
Quality assurance
Create accurate, speaker-aware transcripts for automated QA, coaching, policy review, and searchable call records.
Conversation intelligence
Turn customer conversations into structured speech data for analytics, trend detection, voice-of-customer, and business intelligence.
IVR and self-service
Understand natural caller speech for routing, authentication flows, self-service, and automated customer experiences.
Post-call automation
Feed reliable transcripts into summaries, dispositioning, CRM updates, ticket creation, follow-ups, and other after-call workflows.
Multilingual customer support
Support global contact centers with transcription, language identification, and translation across 60+ languages using one model.
Help agents while the call is still happening
Real-time contact center applications cannot wait for a completed recording. Soniox streams speech as the conversation unfolds, giving your agent-assist layer immediate access to what the customer and agent are saying.
Surface the right knowledge
Feed live transcripts into search and retrieval systems to surface relevant answers, policies, documentation, and customer information during the interaction.
Detect what is happening
Use structured customer and agent speech as input for intent detection, escalation logic, coaching, and your own real-time analysis.
Reduce after-call work
Carry the same transcript into summaries, dispositions, ticket updates, CRM fields, follow-ups, and other post-call workflows.
Contact center transcription for every language
Global support should not require a different speech pipeline for every market. Soniox uses one model across 60+ languages and can follow language changes within the same customer conversation.
Automatically identify customer language
Detect spoken languages as part of transcription instead of requiring callers or agents to select a language before every interaction.
Translate calls in real time
Stream translated text alongside the original transcription for multilingual support, agent tools, and cross-language customer experiences.
Speech-to-text for IVR and automated customer service
Traditional IVR asks callers to adapt to the system. Speech-enabled IVR lets the system understand the caller instead. Use Soniox Speech-to-Text to capture natural customer requests for routing, self-service, authentication flows, and automated support.
Understand natural caller requests
Let customers explain why they are calling instead of forcing every request through rigid menu trees and keypad input.
Complete the IVR voice stack
Use Soniox Speech-to-Text to understand callers and pair it with Soniox Text-to-Speech when your IVR needs to generate dynamic, multilingual spoken responses.
Explore Text-to-Speech for IVRPrivacy and compliance, built right in
Never stored, never saved.
Audio stays in memory, everything is processed in real-time.
Built for privacy-critical use cases.
Adhering to leading global security, privacy, and compliance standards.
Trusted where privacy matters most.
Used in industries where speech is sensitive, from healthcare to enterprise.
Frequently asked questions about contact center and call center transcription
What is a contact center speech-to-text API?
A contact center speech-to-text API converts customer and agent audio into text that contact center software can use during or after a call.
Transcripts can provide input for agent assist, IVR, quality assurance, conversation intelligence, search, summaries, CRM workflows, compliance review, and other CX applications.
Is Soniox suitable for real-time call center transcription?
Yes. Soniox provides a real-time streaming Speech-to-Text API that returns transcription continuously while customer calls are still happening.
This makes it suitable for agent assist, live analytics, customer support tools, IVR, routing, and other workflows that need speech data before the call ends.
Can Soniox separate the customer and agent in a call?
Yes. Speaker diarization automatically detects speaker changes and attaches speaker labels to transcript tokens.
Contact center applications can use those labels to maintain customer-agent attribution throughout the transcript.
Can Soniox transcribe telephony audio?
Yes. Soniox is designed to handle real-world telephony audio and supports common raw audio formats including μ-law and A-law, as well as standard audio container formats.
The real-time API can be integrated into telephony, communications, CCaaS, and contact center pipelines that can stream audio to Soniox.
Can Soniox power real-time agent assist?
Yes. Soniox streams transcription while the conversation is happening, giving agent-assist applications immediate access to customer and agent speech.
Your application can pass that transcript into knowledge retrieval, LLMs, coaching logic, intent detection, or other downstream systems.
Can I use Soniox for contact center QA and compliance?
Soniox provides speaker-aware transcripts and timestamps that can be passed into your own quality assurance, compliance review, policy monitoring, and coaching systems.
Soniox provides the transcription layer; your application defines the QA criteria, compliance rules, scoring, and downstream analysis.
Can Soniox improve recognition of company and product names?
Yes. Soniox context lets your application provide information such as product names, brands, industry terminology, customer context, locations, and other uncommon or business-specific terms.
Context can be provided per transcription session without maintaining a separate fine-tuned speech model for every customer or workflow.
Can Soniox recognize account numbers, IDs, dates, and other structured information?
Soniox speech recognition is designed to handle structured spoken information such as numbers, dates, times, email addresses, IDs, codes, names, and addresses.
Accurate recognition of these details is particularly useful for customer service, verification, order support, account servicing, and CRM workflows.
Does Soniox support multilingual contact centers?
Yes. Soniox supports transcription across more than 60 languages using one unified speech model.
It can automatically identify spoken languages and handle language switching within the same call without requiring your application to route each language to a different model.
Can Soniox translate customer calls in real time?
Yes. Soniox supports real-time speech translation alongside transcription.
Applications can receive the original transcript and translated text while the customer is speaking, enabling multilingual agent tools and cross-language support workflows.
Can Soniox be used for post-call transcription and analytics?
Yes. Soniox supports asynchronous transcription for completed recordings as well as real-time transcription during live calls.
Completed transcripts can be passed into downstream systems for summaries, QA, coaching, conversation intelligence, CRM updates, search, categorization, and other post-call workflows.
Does Soniox store call audio?
Real-time API requests are processed transiently and are not stored by Soniox. Customer audio and transcripts are also not used to train Soniox models.
Asynchronous services require storage for processing and retrieval and follow the applicable retention and deletion behavior documented by Soniox.
Can contact center data be processed in a specific region?
Yes. Soniox supports regional data residency for eligible projects, allowing customer audio and transcript content to remain within the selected region for processing and storage.
Current documented regions include the United States, European Union, Japan, and India.
Can Soniox integrate with my existing contact center or telephony stack?
Yes. Soniox exposes real-time and asynchronous Speech-to-Text APIs that can sit inside existing telephony, communications, CCaaS, CRM, agent-assist, and analytics architectures.
Your application streams call audio to Soniox and routes the returned transcript and metadata into the systems that need it.
Can Soniox be used for speech-enabled IVR?
Yes. Soniox Speech-to-Text can convert caller speech into text for intent detection, routing, self-service, and automated support workflows.
For systems that also need to generate spoken responses, Soniox Text-to-Speech can be used alongside Speech-to-Text as part of the IVR voice stack.
Turn every customer call into usable data
Build real-time call transcription, agent assist, IVR, QA, conversation intelligence, and post-call automation on accurate, speaker-aware speech data across 60+ languages.