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  • 1.  Genesys Enhanced TTS

    Posted 03-22-2026 20:12

    Hi All,

    In one of our IVRs, one of the main menu options is "Press 6 for Main Roads W A." and the system plays it as "Press 6 for Main Roads West A". Not sure why and the business wants to get this fixed ASAP as customers calling the IVR don't understand what West A means.

    We use Genesys Enhanced TTS for our IVR prompts - FYI


    #ArchitectandDesign

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    Vidhu Narayanan
    Genesys Cloud Delivery Lead
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  • 2.  RE: Genesys Enhanced TTS

    Posted 03-22-2026 22:05
    Edited by Phaneendra Avatapalli 03-22-2026 22:27
    Hi,
     
    You could try the following options to control how it's pronounced and see if it works.
     
    "Press 6 for Main Roads W. A." → adding periods often forces the engine to read each letter individually
    "Press 6 for Main Roads W A" → keeping a clear space between letters may work depending on the voice
    "Press 6 for Main Roads double-u ay" → spelling it out phonetically if needed

    Another option could be exploring different TTS engines:
    https://help.genesys.cloud/articles/about-text-to-speech-tts-engines/

    However, from what I understand, SSML support (and more advanced control) is only available in bot flows with certain third-party TTS engines, and not in call flows (IVR) like in your case.

    Hope this helps , happy to hear other ideas from the community.
    ------------------------------
    Phaneendra
    Technical Solutions Consultant


  • 3.  RE: Genesys Enhanced TTS
    Best Answer

    Posted 03-23-2026 09:01

    Hi Vidhu, 

    I went through this recently (obviously with a different sentence).
     
    The solution I found was to add a colon ( : ).
     
    In your example, it would look like this: "Press 6 for Main Roads W:A"


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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