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Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

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  • 1.  Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-14-2025 02:03
    No replies, thread closed.

    Hi All,

    Massive shock with the announcement of the Deprecation: Genesys Enhanced TTS for Microsoft Azure and Google Voices posted on the comming soon release notes.

    It states in the below that only Amazon Polly will be available which in Australia is very poor as there is only one voice and it's not great.

    This is a major issue for our customers to whom we have been encouraging to use Genesys Enhanced TTS and are currenly using. Now we have to get them to create accounts with Google or Azure is the old TTS integrations still work.



    Does anyone know if the old existing TTS integrations to Google and Azure will still work or are ther plans to depreciate thoses as well?

    "On September 29th 2025, Genesys will remove all support and availability for TTS voices powered by Google and Microsoft Azure in Genesys Enhanced Text-to-Speech (TTS) integrations. Genesys recommends that customers either migrate to the BYOT TTS model, and continue using the same TTS voices, or switch to a TTS voice provided by Amazon Polly."

    Genesys Cloud – Features coming soon - Genesys Cloud Resource Center


    #API/Integrations

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    Michael Lechte
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  • 2.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-14-2025 12:17
    No replies, thread closed.

    This is a major downgrade of the Genesys product, to go from 84 EN-US voices to 13 is a major issue. It seems like this is the latest installment of genesys stripping their product of some of it's major feature's. It certainly makes you think about what more fully featured products other companies may be able to offer and whether we should be exploring those options.



    ------------------------------
    Bruce Dunn
    Department of Technology & Information
    State of Delaware
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  • 3.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
    Best Answer

    Posted 04-14-2025 14:14
    No replies, thread closed.

    Hi Michael,

    Our existing 3rd party integrations for Google and Azure TTS will continue to be supported, there are no plans to deprecate those BYOT integrations. We also plan on supporting Amazon Polly Generative voices within Genesys Enhanced TTS towards the end of this year, this will also expand the language and voice catalog. That idea can be voted on and tracked here - https://genesyscloud.ideas.aha.io/ideas/OPCON-I-109 



    ------------------------------
    Justin Campbell
    Product Manager
    Genesys - Employees
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  • 4.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-14-2025 19:14
    No replies, thread closed.

    Thanks for the update Justin and it's good that Genesys is going to improve it's Amazon Polly offering however loosing Google and Azure TTS is still a masive loss and headache as most of our customers will have major accounting issues setting up accounts for these services and this is why we encouraged Genesys Enhanced TTS.

    Thanks again for you quick reply...

    Anyway that's my feedback from a disgruntled reseller 



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    Michael Lechte
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    Original Message


  • 5.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-22-2025 00:40
    No replies, thread closed.

    Hi Justin,

    That link is not accessible however I have found this one below however that is only with the direct integration with AWS Polly.

    It this the link you were referring to?

    Amazon Polly TTS - Support Generative | Genesys Cloud Ideas Portal



    ------------------------------
    Michael Lechte
    Snr Engineer
    QPC Australia
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    Original Message


  • 6.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-22-2025 10:44
    No replies, thread closed.

    Sorry about that, the link should work now. That idea is for supporting Polly Generative voices in Genesys Enhanced TTS. The completed idea you posted is to support those same TTS voices via the BYOT integration, which is already live today. 



    ------------------------------
    Justin Campbell
    Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-24-2025 13:09
    No replies, thread closed.

    @Justin Campbell - the pricing article for Enhanced TTS indicates that the neural/wavenet are considered Advanced voices and cost $20 per million characters.

    It appears that only NTTS languages are included for Polly, and the Polly documentation shows this to stand for "Neural Text-To-Speech".  does this mean that all polly voices included in the Genesys Enhanced TTS integration are considered Advanced?



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    Josh L Davis
    Manager, Professional Services
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    Original Message


  • 8.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-24-2025 13:31
    No replies, thread closed.

    @Josh L Davis Yes that's correct. Polly Neural (NTTS) voices are included today, with plans to add Generative voices later this year. Standard Polly TTS voices aren't included since AWS has plans to deprecate those in the near future. 



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    Justin Campbell
    Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


  • 9.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-24-2025 13:37
    No replies, thread closed.

    Since I am not sure, I feel the need to clarify.  What tier will the Generative voices be when they are added?  Standard or Advanced? 

    Will these voices be added before the deprecation of the existing Azure and Google voices?

    Can we expect the Pricing article to be updated to be clear about how to identify which voices are in which tier?



    ------------------------------
    Josh L Davis
    Manager, Professional Services
    ------------------------------

    Original Message


  • 10.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-24-2025 16:35
    No replies, thread closed.

    The Polly Generative voices will be a separate pricing tier, since that's how AWS sells them. That new price is still TBD.
    Ideally the Generative voices would be released first, but the timing will be close, and that's still several months away.
    Yes, the pricing article will be updated once pricing has been approved.



    ------------------------------
    Justin Campbell
    Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


  • 11.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-28-2025 18:20
    Edited by Michael Lechte 04-28-2025 18:32
    No replies, thread closed.

    Hi Justin,

    Can you clarify what will happen to existing Customers that are user either Google or Azure TTS in Genesys Enhanced TTS if they don't do anything?
    Will those sites not change or play nothing or revert to Genesys TTS?

    Also, will this affect all implementations of Genesys Enhanced TTS? I.e., Call flows and Bot flows (As Bot flow have no charge for Genesys Enhanced TTS) or just Call flows?

    I did just find this KB below but it doesn't explain what occurs if you do nothing... it just states you need to do something. However it does seem to affect all flows including Bot flows.

    This is important as we need to fully inform our customers

    Deprecation: Genesys Enhanced TTS - Microsoft Azure and Google Voices - Genesys Cloud Resource Center



    ------------------------------
    Michael Lechte
    Snr Engineer
    QPC Australia
    ------------------------------

    Original Message


  • 12.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-29-2025 13:39
    No replies, thread closed.

    Hi Michael,

    If no changes are made then those Architect flows referencing old voices will fail after the deprecation. This affects all of Genesys Enhanced TTS in Call Flows and Bot Flows. This scenario isn't documented because it will be an unsupported configuration after the deprecation date. 



    ------------------------------
    Justin Campbell
    Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


  • 13.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-14-2025 19:53
    No replies, thread closed.

    I was also disappointed to hear of the deprecation of the majority of enhanced TTS voices in Australia, we are being reduced from a choice of approx 30 en-AU voices to a single one. 

    I've just recently spent several weeks sampling all available voices, changing all flows and updating every TTS prompt to suit the new Google voice that we chose, only to see the deprecation notice the following week. Out of all the voices sampled, polly-Olivia was least preferred due to it's robotic sound and the tendency to use the wrong inflection at the end of sentences.

    Being in government, it's not easy to just establish a new financial relationship with a vendor like Google without a lot effort, so this won't be an easy transition for us regardless of the direction we decide on.



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    Adam Long
    Operations Manager - Voice Systems
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  • 14.  RE: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

    Posted 04-28-2025 19:41
    No replies, thread closed.

    Yeah this was a bit of a shock. For en-nz we went down from 3 possible voices to 1, no choice at all. We were so happy when Azure voices were included since that provided us with options.

    BYOT is not a fix, as BYOT has an additional cost just to use BYOT on top of the service itself, let alone the additional admin for managing the additional platform.



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    Anton Vroon
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