Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Genesys Enhanced TTS

    Posted 3 hours ago

    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

    ------------------------------
    Vidhu Narayanan
    Genesys Cloud Delivery Lead
    ------------------------------


  • 2.  RE: Genesys Enhanced TTS

    Posted an hour ago
    Edited by Phaneendra Avatapalli an hour ago
    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


Related Content