Genesys Cloud - Main

Genesys announced the availability of the Genesys Native Transcription (next-gen ASR). 

The new, improved native transcription engine runs directly inside Genesys Cloud and is optimized for contact center conversations. This results in faster real-time transcription, higher accuracy in agent-customer dialogue, improved security because audio doesn't leave the platform, and better performance for AI features such as Copilot, sentiment analysis, and automated summaries.

I have an Org in the USW. How do I confirm that we are running the new and improved Native Translation, or has it even been pushed out to all the Orgs?

#ConversationalAI(Bots,VirtualAgent,etc.)
#Other

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Martin Bunting
New Era Technology
Senior Solutions Consultant
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Hi Martin,

This was confirmed in the announcement here:  
https://community.genesys.com/discussion/now-generally-available-our-new-native-transcription-engine-for-english-and-spanish-dialects

The new native transcription engine is now GA, and the upgrade is automatic. If your organization is already using Genesys native transcription, you should already be running on the new engine. No configuration changes are required, and it has been rolled out across regions.

Hope this helps.

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Phaneendra
Technical Solutions Consultant
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Thanks for the quick response.  Do you know if Genesys will ever improve the Native TTS compared to the Enhanced TTS.  I find the Native TTS very poor quality.  

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Martin Bunting
New Era Technology
Senior Solutions Consultant
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Original Message:
Sent: 03-13-2026 07:32
From: Phaneendra Avatapalli
Subject: Genesys Native Transcription (next-gen ASR)

Hi Martin,

This was confirmed in the announcement here:  
https://community.genesys.com/discussion/now-generally-available-our-new-native-transcription-engine-for-english-and-spanish-dialects

The new native transcription engine is now GA, and the upgrade is automatic. If your organization is already using Genesys native transcription, you should already be running on the new engine. No configuration changes are required, and it has been rolled out across regions.

Hope this helps.

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Phaneendra
Technical Solutions Consultant
------------------------------

Good question. The new announcements around native capabilities I think mainly focused on improvements to transcription (ASR), but I haven't seen anything specifically about changes to the native TTS engine yet.

Hopefully someone from the community or the Genesys team can comment if there are any plans to improve the quality of the native TTS voices compared to Enhanced TTS.

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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 03-13-2026 08:32
From: Martin Bunting
Subject: Genesys Native Transcription (next-gen ASR)

Thanks for the quick response.  Do you know if Genesys will ever improve the Native TTS compared to the Enhanced TTS.  I find the Native TTS very poor quality.  

------------------------------
Martin Bunting
New Era Technology
Senior Solutions Consultant
------------------------------


Original Message:
Sent: 03-13-2026 07:32
From: Phaneendra Avatapalli
Subject: Genesys Native Transcription (next-gen ASR)

Hi Martin,

This was confirmed in the announcement here:  
https://community.genesys.com/discussion/now-generally-available-our-new-native-transcription-engine-for-english-and-spanish-dialects

The new native transcription engine is now GA, and the upgrade is automatic. If your organization is already using Genesys native transcription, you should already be running on the new engine. No configuration changes are required, and it has been rolled out across regions.

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant