Text-to-speech and speech-to-text for contact centers

Text-to-speech (TTS) and speech-to-text (STT) enables the conversion between written and spoken language to enhance CX, save time, and grow accessibility.


Quickly convert speech and text

Drive new efficiencies for your contact center, customers, and agents.

  • Transcribe calls

    Accurately and automatically transcribe all calls into text formats for better QA, compliance, and issue resolution.

  • Enhance IVR

    Give callers an easier way to use IVR menus by enabling them to use their voice instead of just their keypad.

  • Save time

    Automate the deliver of information and transcription to free up your agents’ time for more important matters.

  • Boost personalization

    Give customers a more unique experience by automatically relaying CRM data in a spoken format.

  • Go multilingual

    Synthesize and recognize text and audio formats in an array of different languages to provide localized support.

  • Grow accessibility

    Help customers with visual or hearing impairments by providing information in the best format for them.

How do they work?


Text-to-speech (TTS) converts text into spoken words. It’s sometimes also referred to as “read aloud” technology.

It is useful providing callers with consistent voice messages, automating speech, and personalizing responses.

  • Text analysis: The technology first analyzes the inputted text – e.g. inputs form a caller during an IVR process
  • Phonetics: It will then determine the rhythm, pitch etc. of its response to help form human-like speech
  • Synthesis: The speech’s waveform is generated using snippets of real human speech combined with synthesis
  • Output: A real-time stream of speech is generated and played (generation of a .wav audio file is also an option)


Speech-to-text (STT) converts spoken language into written text. It’s sometimes also called automatic speech recognition (ASR).

It provides several benefits including automatic call transcription, help with quality monitoring and training, and documenting all calls in full.

  • Audio input: The call’s spoken words are captured via telephone and are processed to improve its analysis
  • Analysis: The call’s audio is broken down (feature extraction) so that it can be used for speech recognition
  • Modeling: The technology conducts acoustic and language modeling to improve the eventual generated text
  • Output: The raw outputted text is processed for errors and corrected before transcribing into the the final text

Explore our other AI-powered tools

  • AI voicebot

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  • Voice biometrics

    Automate caller verification with a highly secure voice biometric and verification process that takes just seconds – enabling your agents and customers to connect faster.

How G2 users rank VCC vs. other providers

We’re proud to be recognized by clients as one of the best solutions around.

VCC Live Avaya Genesys 8×8
Meets requirements 8.8 8.7 8.5 8.3
Ease of use 9.0 8.4 8.9 8.2
Ease of setup 8.7 7.5 8.2 7.5
Quality of support 9.0 8.2 8.1 8.0
Partnership 9.3 7.9 8.4 8.1
Product direction 8.6 7.1 8.6 7.9


Check out the full G2 user rating comparison here.

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