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Introducing Voice transcription

  • 1.  Introducing Voice transcription

    GENESYS
    Posted 08-19-2020 09:40
    Edited by Rakesh Tailor 08-19-2020 09:52
    Feature News
    Hello, WEM Community members.

    Today we are proud to announce the release of our new Voice Transcription feature.

    Introducing voice transcription
    The new voice transcription feature transcribes audio into text that is stored as speaker-separated conversational language. You can view the generated voice transcripts in the Transcript tab as part of the interaction detail. Use the Transcript tab to get more insight into the content of voice interactions, to improve training and feedback for call center employees, and to identify business problems.

    Voice transcription is the first step in our overall plans to have native speech and text analytics capabilities within the platform.

    Prerequisites
    Please note that the following is required in order to use the voice transcription feature:

    Also note that voice transcription is not available in all Genesys Cloud supported languages. For more information, see PureCloud supported languages.

    Key features
    • Readable – Transcripts include words that were detected by the transcription engine.
    • Search – Transcripts include a local search option that enables you to quickly find exactly what you want within the transcript.
    • Timestamps – Transcripts include a timestamp for every speaker utterance. The timestamp enables you to easily find when a phrase was said.
    • Speaker identification – Speakers are identified throughout the transcript. The speaker can be a Customer, IVR, ACD, agent, conference, or voicemail.
    Transcript

    The Transcript tab provides a clear view of the conversation between external (customer) and internal (IVR, ACD, agent, conference, or voicemail) participants and highlights who is saying what. It also helps the user overcome potential difficulties such as differences in volume, accents, timing, and connection quality.

    Resources
    For more information, see About voice transcription.

    Also, take a look at an introduction video here.

    Feel free to share your questions and comments by replying below.

    #InteractionAnalytics
    #QualityManagement
    #SpeechandTextAnalytics

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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 2.  RE: Introducing Voice transcription

    Posted 08-20-2020 08:46
    Hi,
    Are there APIs available to download this voice transcripts?
    David

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    David Martinez
    Motorola Solutions Inc
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  • 3.  RE: Introducing Voice transcription

    GENESYS
    Posted 08-20-2020 09:11
    Yes, there is a new endpoint under speechAndTextAnalytics/transcriptUrl.  It will be made public in the documentation in next few days.


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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 4.  RE: Introducing Voice transcription

    Posted 08-20-2020 09:52
    ​Hi, just for clarity, this transcription feature is included as part of the recording license or separately licensed?

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    Stan mktUknown
    Travelers
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  • 5.  RE: Introducing Voice transcription

    GENESYS
    Posted 08-20-2020 11:34
    As noted above, GC3 / PC3 is a requirement.

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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 6.  RE: Introducing Voice transcription

    Posted 09-01-2020 11:40
    Hi,
    Is there a scheduled for this to be released for BYOC - Premise?
    Vick

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    Vick
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  • 7.  RE: Introducing Voice transcription

    GENESYS
    Posted 09-01-2020 13:10
    Hi Vick

    This is currently in development and the current plan is for this to become available in early Q1 for Beta, and later Q1 for General Release. There is a current idea that is being updated with information as it comes to hand: https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-276

    Cheers

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
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