Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Recording Audio Format and Data storage

    Posted 03-11-2022 10:43

    Hi, the default value for the Recordings Audio Format setting is Audio/opus, however a third-party provider for voice recordings transcription and analytics is requesting to change the audio format to PCMU, they say that audio quality is critical to having good quality transcripts.
    We are wondering if changing the audio format for recordings from Opus to PCMU is going to greatly impact our allowed data storage quota in the cloud or the "fair use" data storage amounts allocated by user without charge.


    #ArchitectureandDesign
    #PlatformAdministration
    #Telephony

    ------------------------------
    Henry ZAMbrano
    Cognizant Technology Solutions
    ------------------------------


  • 2.  RE: Recording Audio Format and Data storage

    Posted 03-12-2022 18:25
    As a musician and singer, I hear differences in tone and timber between codecs that many fail to hear.  From my experience OPUS provides better fidelity and timber than G.711.  I prefer it over all the traditional codecs mainly because it is variable according to the bandwidth available and can swap in mid-stream.  But here are some good articles:


    Opus: One Codec to Rule Them All? (onsip.com)

    Comparison – Opus Codec (opus-codec.org)

    Lyra, Satin and the future of voice codecs in WebRTC • BlogGeek.me


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Recording Audio Format and Data storage
    Best Answer

    GENESYS
    Posted 03-14-2022 09:42
    Hi Henry,

    I would suggest your 3rd-party transcription provider should give our OPUS recording a try first.  Genesys Cloud's own transcription in WEM consumes from the OPUS format as well, and our in-house testing shows no significant performance difference at all against the uncompressed formats like PCMU.  Changing to PCMU will increase your storage needs, and depending on your recording intensity and retention period, could go above the fair use storage allocation threshold in the long run.

    And of course, we would prefer you use our own transcription -- yes it requires a GC3 license, but you get the transcript as part of the recording playback UI, which is particularly useful if a supervisor is conducting QM evaluation all within Genesys Cloud.  If you need to do custom Analytics on top of it, there are APIs available to get to the transcript as well.

    ------------------------------
    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------



  • 4.  RE: Recording Audio Format and Data storage

    Posted 07-01-2022 17:02
    @Daniel Ho would there be any impact to the historical recordings if the codec is changed at the organization level? meaning, the player will be able use the correct codec when playing recording prior to the change, even after the change is completed?
    ​​

    ------------------------------
    J.C. Novoa
    Capgemini America, Inc
    ------------------------------



  • 5.  RE: Recording Audio Format and Data storage

    GENESYS
    Posted 07-04-2022 10:00
    No impact there -- meaning, historical recordings would not be updated to the new codec, and they will continue to be playable by the player in the Interaction Details UI, from whatever audio format it was persisted, after the change.

    ------------------------------
    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------