Our contact center is outfitted with Bright Pattern integration with MS Dynamics Customer Service Module. The majority of our call handlers are having engaging financial planning conversations with our callers, often exceeding 20 minutes or more. We are looking to reduce the amount of time our call center personnel are spending in post call wrap-up, in favor of an approach were our call center staff can make themselves available sooner for newer calls. To ensure our calls are properly documented, we are looking to have our calls transcribed and summarized. Once summarized, we’d expect these trancriptions/summaries to be delivered via API to our CRM, linking to the case associated with the conversation. Eventually, once readily available, summaries can be referenced in lieu of manually entered case notes. The value proposition here is a uniform approach to call summarization, rather than relying on a myriad of styles of documenting a call’s flow, where some agents may properly account for the elements of calls, and other agents prefer brevity and greatly reduced substance in case notes.