Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Extended Voice Transcription Services - How does it work?

    Posted 10-10-2025 23:10
    No replies, thread closed.

    Hi all,

    I'm currently enabling the Extended Voice Transcription Service by following the steps outlined in the Genesys Cloud Resource Center guide below:

    Reference: Configure voice transcription – Genesys Cloud Resource Center

    I've completed the configuration steps, but I'm still unclear about how the Extended Voice Transcription actually works. Does it activate during a live call between the agent and the customer, or is it applied post-call as part of the Quality Management process where interactions are automatically transcribed?

    Additionally, if anyone has any screenshots or visuals that show how this looks or operates in the Genesys Cloud interface, it would be very helpful for better understanding.

    Appreciate any insights from those who have experience setting this up.

    Regards,


    #Unsure/Other

    ------------------------------
    Kevin Loh Chong Hoe
    Engineer
    ------------------------------


  • 2.  RE: Extended Voice Transcription Services - How does it work?
    Best Answer

    Posted 10-12-2025 22:49
    No replies, thread closed.

    Once installed and selected below for voice transcription or for Speech to Text in Bot flows, it allows you to use whatever transcription you want for specific languages.  For English and Spanish, Genesys is probably going to be the best for you, but others like Norwegian or Portuguese, a third-party might do better.  It is pretty transparent to the caller since they don't have to do anything.  There are two places you can use EVTS.  First is in the Programs to define the transcription engine you want to use:

    The other place is in Bots under Supported Languages for the Speech to Text engine to use:



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Extended Voice Transcription Services - How does it work?

    Posted 10-13-2025 03:59
    No replies, thread closed.

    Hey Robert,

    Thank you for the information.
    We've attempted the configuration in the program, but since no Bot Flow is used, there was nothing to configure on that end.

    However, we're uncertain about how this features operates - does it function only at the Architect level, during live agent interactions, or is it applicable only after the interaction has ended?

    Apologies if these are basic questions, but I'd like to better understand the intended use case and workflow :)

    Thanks again for your help.

    Regards,



    ------------------------------
    Kevin Loh Chong Hoe
    Engineer
    ------------------------------

    Original Message


  • 4.  RE: Extended Voice Transcription Services - How does it work?

    Posted 10-13-2025 19:30
    No replies, thread closed.

    EVTS is used for the after-call transcription, not for ASR in Architect Menus and Bots have their own ASR unless you use EVTS as above.  So, if you set this in the General Program AND you set this as the default under Speech and Text Analytics, you will be using this engine for all transcription you turn on either at the Program level or the queue level.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content