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Genesys is updating the monthly voice transcription allocation in Genesys Cloud. For all new quotes beginning August 18, 2025, and effective for existing customers at their next renewal. We are implementing changes designed to better reflect real-world usage patterns, support global language needs, and deliver enhanced transcription accuracy across all supported languages.
What’s new?
EVTS Now Included in your allocation at No Extra Cost – You can now use your transcription minutes with Extended Voice Transcription Services (EVTS) at no additional charge. This provides access to high-quality transcription in over 45 supported languages, ideal for global and multilingual contact centers.
Optimized Transcription Engine Selection – Genesys is enhancing your out-of-the-box transcription experience by automatically selecting the most accurate voice transcription engine for each supported language and dialect. This approach ensures that your contact center benefits immediately from the highest-quality transcription outcomes without manual effort or configuration.
Transcription minutes are stackable – Genesys provides flexibility with Workforce Engagement Management/Speech and Text Analytics and Agent Copilot. Customers using these capabilities will receive the total combined minutes from each. Here is an example:
Product
Minutes per User
Genesys Cloud CX2
100
Workforce Engagement Management
1400
Agent Copilot
1500
Total
3000
This includes the base allocation plus the add-on benefits.
What’s Changing?
Genesys is updating the Fair Use Policy for voice transcription minute allocations in Genesys Cloud CX3, CX4, WEM Add-on, Virtual Agent and Agent Copilot
License Type
Previous Allocation (Native Only)
New Allocation (Combined Native + EVTS)
Named Users
5,000 minutes/user
1,500 minutes/user
Concurrent Users
6,500 minutes/user
1,950 minutes/user
These allocations now apply across all non-core supported languages and dialects
What This Means for You?
The impact of this change is dependent on your transcription usage and may result in a notable difference in your allocation-based consumption. Genesys is here to help; we encourage you to connect with your Genesys representative to schedule a review session well in advance of your renewal.
When Does This Take Effect?
These changes will apply upon your next contract renewal, or earlier if you elect to transition to the Combined Offer mid-contract.
If you don’t know your renewal date, would like a review of your current usage or if you have additional questions, please contact your Genesys account team.
You can check your transcription usage in your billing report.
Learn More and Get Support
Updated Fair Use Policy – Combined Offer (Native + EVTS)
Legacy Native-Only Policy
For additional questions, please reach out to your Genesys account representative or contact Product Support.
We encourage you to share this update with relevant stakeholders in your organization.
Thank you for choosing Genesys.
#SpeechandTextAnalytics------------------------------Jose RuizGenesys - EmployeesProduct Managerjose.ruiz@genesys.com------------------------------
Is there an official Genesys Announcement posted for this?
Thank you!
Update – September 11, 2025The new transcription allocation changes are now in effect. Customers can take advantage of enhanced transcription accuracy, EVTS access at no extra cost, and updated Fair Use Policy allocations.
------------------------------Jose RuizGenesys - EmployeesProduct Managerjose.ruiz@genesys.com------------------------------
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