Short answer
FirstNet AI Transcription turns calls into text, both live during the call and afterwards, and writes an AI summary of key topics, decisions and action items. It is a productivity add-on for FirstNet Managed Cloud PBX, built for coaching, quality review and follow-up.
In detail
What it includes:
- Real-time transcription during calls.
- Post-call transcription of recorded calls and voicemail.
- AI summaries of key topics, decisions and action items.
- Speaker identification on multi-party calls.
- Searchable call logs inside the Managed Cloud PBX portal.
Typical uses are sales coaching, support quality reviews and management review, and faster follow-up, since the summary sits with the call record. Language support follows the current platform release and is confirmed during scoping.
Two points to plan for. First, it cannot run alongside a third-party speech-to-text engine on the same PBX, so an existing one would need to be retired. Second, it does not replace regulated compliance recording: for FSCA, POPIA or healthcare audit-grade recording with retention and legal hold, pair it with FirstNet Compliance Recording. Lines that are recorded also need a POPIA consent prompt.
Source: FirstNet Cloud PBX & Unified Communications service page →
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