As part of our continued commitment to advancing the capabilities of AMC Technology, we’re thrilled to share some key updates from our latest development sprint, focusing on support for on-prem/hosted transcription and fortified communication security.
Smarter Transcription for Seamless Communication
Accurate, real-time transcription is crucial for better customer engagement. Our team has been enhancing our speech-to-text capabilities, including evaluating a strong on-premise solution from Deepgram. Early tests show that Deepgram’s premise-based offering can reduce costs to roughly one-sixth compared to cloud options, giving organizations more budget flexibility while safeguarding data.
We’re also enhancing the transcription experience with powerful new features:
Personal Information Redaction: Built-in filters now detect and redact sensitive data like PCI information, Social Security numbers, account details, and customizable PII types, ensuring compliance and protecting customer privacy.
Smart Formatting: Dates, addresses, and phone numbers are now standardized automatically for greater clarity and professionalism.
Filler Word Removal: Common speech fillers are intelligently removed to create cleaner, more readable transcripts.
“We are actively listening to our customers’ feedback, and one major concern we hear often is the skyrocketing transcription costs and lack of on-premise or hosted transcription alternatives,” said Praveen Ravela, CTO, AMC Technology.
“We’re excited to report that we are actively working on support for on-premises and hosted transcription that’s smarter, safer, faster, and delivers better cost-to-value.”
These updates improve the customer experience and align with rising security, accuracy, and operational control expectations.
Deployment Flexibility: Choose the Best Path for Your Business
Every business has unique needs. That’s why you can choose between cloud and on-premise deployment models. Whether your focus is scalability, compliance, or tighter data control, we help you craft the right solution.
While some cloud-native functionalities are exclusive to cloud deployments, both pathways deliver high performance, reliability, and security at scale.
Encrypted Communications: Now With SRTP + WSS
Security has been a major theme in this sprint. We’ve upgraded our media transport protocol from HTTP to secure WebSocket (WSS), enabling fully encrypted real-time communication for signaling and media streams.
With the adoption of CPS (Call Processing Security) and SRTP (Secure Real-Time Transport Protocol), users gain:
Encrypted Media Streams: Protects against eavesdropping and unauthorized access.
Integrity Validation: Automatically detects and rejects unauthorized or malformed packets.
These upgrades ensure every interaction remains private, authentic, and secure—essential for organizations handling sensitive or regulated data.
Salesforce Voice 2.0: Building the Future of Customer Engagement
Major progress also continued on Salesforce Voice 2.0 BYOT (Bring Your Own Telephony), where highlights included:
Multiparty session support for richer collaboration experiences
Streamlined login/logout flows to improve agent efficiency
WebSocket enhancements for greater real-time communication stability
These features lay the foundation for highly personalized, omnichannel customer journeys across modern engagement platforms.
What’s Next?
The integrated codebase is being finalized to ensure a single, cohesive deployment model. While a few minor configuration tweaks—such as addressing and certificate handling—are still needed for full deployment readiness, the installation process will remain largely unchanged for administrators.
We’re incredibly proud of the significant strides made during this sprint and look forward to incorporating your feedback as these updates roll out into production environments.
Stay tuned for more innovations in secure, intelligent customer engagement from AMC Technology. Our commitment to smarter, safer, and more agile customer experiences is just getting started.
