Voice translation

Real-time voice translation lets an agent and a customer who speak different languages talk to each other. The customer hears an English-speaking agent in Spanish, and the agent hears the customer's Spanish in English, as the call happens.

You decide the following for each translation service:

• When it starts — automatically when the call connects, or when the agent dials a DTMF code
• Which languages — any agent language, paired with any customer language
• Which services — the speech-to-text, text-to-speech, and translation provider for each language
• How it sounds — the volume of the original voice against the translation for each participant, and whether either side can interrupt
• What is kept — whether Live Hub stores transcripts of the original and the translation

Create and manage translations

• Create a voice translation — set up automatic or dynamic translation
• Manage translations — edit and delete a voice translation service

A translation takes effect only once it is switched on as a service on a routing rule. You download translated transcripts from Call history.