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Each of these 2 handoffs: client → transcription service → CRM , represent interoperability points for FDC3.
The transcription service → CRM handoff may have an intermediary step where the user selects the 2nd party in their CRM as target for saving (this may potentially be automated with sufficiently rich metadata), or even which CRM or destination to save the data.
During live call
- During a live call, which might be a group call with multiple users, one user conferences in transcription service.
- Parties converse as normal, while transcription service turns audio to text.
- At conclusion of call, transcription service sends completed transcript and metadata to CRM
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