Dear Genesys Community and Product Owners,

As we continue to evolve our contact center capabilities to meet the demands of a global and mobile-first customer base, we face two critical, interconnected challenges that need immediate collaboration and roadmap attention:

🔄 The Symbiotic Problem:

1. Multi-Language Transcription today is primarily optimized for interactions routed through Queues and Architect Call Flows. However, agents making direct outbound calls-especially from personal agent DIDs, campaign dials, or assigned business numbers-do not benefit from transcription capabilities, let alone multilingual support. This gap limits compliance, post-call analysis, quality assurance, and sentiment analytics for critical outbound engagement.

2. Outbound Caller ID Presentation (Name, DID, 800 Number) often lacks centralized governance or dynamic assignment. Brands need the ability to display contextual, geo-specific, or campaign-specific Caller ID names and numbers-not only for customer trust but also to drive engagement and reduce call rejection rates.

These are not isolated issues-they are deeply interconnected. Without transcription for outbound calls, organizations lose insights. Without branded caller ID control, they lose the chance to make meaningful connections.

---

✅ Call to Collaborate and Build:

We are calling on Genesys Product Owners, Architects, and Developer Communities to prioritize a solution that:

• Enables Multi-Language Transcription for all outbound interactions, including:

  • Agent-initiated outbound calls from the contact panel

  • Scheduled callbacks

  • Direct DID dialing without going through Architect

• Introduces or enhances capabilities for Outbound Caller ID control, allowing:

  • Selection of verified brand names or toll-free numbers

  • Custom caller ID logic based on language, region, or campaign

  • API-level integration with outbound dialing or CRM logic

---

💡 Why This Matters:

• Customer Experience: Global customers deserve clear, accurate records of what was said-regardless of how they're contacted.

• Agent Enablement: Agents making proactive outreach need the same tools and intelligence support as inbound interactions.

• Operational Insight: Transcription and caller ID directly impact quality, compliance, and trust in high-value outbound interactions.

Let's elevate outbound calls to the same intelligent level as inbound flows. Let's enable true omnichannel intelligence, not just for how we respond-but how we reach out.

---

If you are a Genesys Product Manager, partner, or technical stakeholder-join us in addressing this gap. Let's collaborate on roadmap discussions, share use cases, and push for innovation that benefits all.

🔗 Tag your peers, submit product ideas, and engage with Genesys Ideas Portal and Genesys DevFoundry!

Together, we can make outbound smarter, global, and truly connected.

#ArchitectureandDesign
#QualityManagement

------------------------------
Alex Slocum
n/a
------------------------------

Hi Alex,

Have you already created any ideas or found any ideas that relate to this?  If you have it might be able to provide the links here.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Original Message:
Sent: 03-22-2025 17:12
From: Alex Slocum
Subject: Global Transcripts Multi Language - QM/Speech Analytics

Dear Genesys Community and Product Owners,

As we continue to evolve our contact center capabilities to meet the demands of a global and mobile-first customer base, we face two critical, interconnected challenges that need immediate collaboration and roadmap attention:

🔄 The Symbiotic Problem:

1. Multi-Language Transcription today is primarily optimized for interactions routed through Queues and Architect Call Flows. However, agents making direct outbound calls-especially from personal agent DIDs, campaign dials, or assigned business numbers-do not benefit from transcription capabilities, let alone multilingual support. This gap limits compliance, post-call analysis, quality assurance, and sentiment analytics for critical outbound engagement.

2. Outbound Caller ID Presentation (Name, DID, 800 Number) often lacks centralized governance or dynamic assignment. Brands need the ability to display contextual, geo-specific, or campaign-specific Caller ID names and numbers-not only for customer trust but also to drive engagement and reduce call rejection rates.

These are not isolated issues-they are deeply interconnected. Without transcription for outbound calls, organizations lose insights. Without branded caller ID control, they lose the chance to make meaningful connections.

---

✅ Call to Collaborate and Build:

We are calling on Genesys Product Owners, Architects, and Developer Communities to prioritize a solution that:

• Enables Multi-Language Transcription for all outbound interactions, including:

  • Agent-initiated outbound calls from the contact panel

  • Scheduled callbacks

  • Direct DID dialing without going through Architect

• Introduces or enhances capabilities for Outbound Caller ID control, allowing:

  • Selection of verified brand names or toll-free numbers

  • Custom caller ID logic based on language, region, or campaign

  • API-level integration with outbound dialing or CRM logic

---

💡 Why This Matters:

• Customer Experience: Global customers deserve clear, accurate records of what was said-regardless of how they're contacted.

• Agent Enablement: Agents making proactive outreach need the same tools and intelligence support as inbound interactions.

• Operational Insight: Transcription and caller ID directly impact quality, compliance, and trust in high-value outbound interactions.

Let's elevate outbound calls to the same intelligent level as inbound flows. Let's enable true omnichannel intelligence, not just for how we respond-but how we reach out.

---

If you are a Genesys Product Manager, partner, or technical stakeholder-join us in addressing this gap. Let's collaborate on roadmap discussions, share use cases, and push for innovation that benefits all.

🔗 Tag your peers, submit product ideas, and engage with Genesys Ideas Portal and Genesys DevFoundry!

Together, we can make outbound smarter, global, and truly connected.

#ArchitectureandDesign
#QualityManagement

------------------------------
Alex Slocum
n/a
------------------------------

Hi Alex,

Thanks for the feedback.

Are you following this idea:

https://genesyscloud.ideas.aha.io/ideas/STA-I-63

This will allow you set the language at the queue level, so calls going out (outbound) of that queue will have its dialect/language set based on the queue setting (not trunk setting), and media capabilities, including transcription will occur in the selected dialect/language.

This can help a bit with the first bullet point for outbound.

------------------------------
Anik Dey
Genesys - Employees
------------------------------

Original Message:
Sent: 03-22-2025 17:12
From: Alex Slocum
Subject: Global Transcripts Multi Language - QM/Speech Analytics

Dear Genesys Community and Product Owners,

As we continue to evolve our contact center capabilities to meet the demands of a global and mobile-first customer base, we face two critical, interconnected challenges that need immediate collaboration and roadmap attention:

🔄 The Symbiotic Problem:

1. Multi-Language Transcription today is primarily optimized for interactions routed through Queues and Architect Call Flows. However, agents making direct outbound calls-especially from personal agent DIDs, campaign dials, or assigned business numbers-do not benefit from transcription capabilities, let alone multilingual support. This gap limits compliance, post-call analysis, quality assurance, and sentiment analytics for critical outbound engagement.

2. Outbound Caller ID Presentation (Name, DID, 800 Number) often lacks centralized governance or dynamic assignment. Brands need the ability to display contextual, geo-specific, or campaign-specific Caller ID names and numbers-not only for customer trust but also to drive engagement and reduce call rejection rates.

These are not isolated issues-they are deeply interconnected. Without transcription for outbound calls, organizations lose insights. Without branded caller ID control, they lose the chance to make meaningful connections.

---

✅ Call to Collaborate and Build:

We are calling on Genesys Product Owners, Architects, and Developer Communities to prioritize a solution that:

• Enables Multi-Language Transcription for all outbound interactions, including:

  • Agent-initiated outbound calls from the contact panel

  • Scheduled callbacks

  • Direct DID dialing without going through Architect

• Introduces or enhances capabilities for Outbound Caller ID control, allowing:

  • Selection of verified brand names or toll-free numbers

  • Custom caller ID logic based on language, region, or campaign

  • API-level integration with outbound dialing or CRM logic

---

💡 Why This Matters:

• Customer Experience: Global customers deserve clear, accurate records of what was said-regardless of how they're contacted.

• Agent Enablement: Agents making proactive outreach need the same tools and intelligence support as inbound interactions.

• Operational Insight: Transcription and caller ID directly impact quality, compliance, and trust in high-value outbound interactions.

Let's elevate outbound calls to the same intelligent level as inbound flows. Let's enable true omnichannel intelligence, not just for how we respond-but how we reach out.

---

If you are a Genesys Product Manager, partner, or technical stakeholder-join us in addressing this gap. Let's collaborate on roadmap discussions, share use cases, and push for innovation that benefits all.

🔗 Tag your peers, submit product ideas, and engage with Genesys Ideas Portal and Genesys DevFoundry!

Together, we can make outbound smarter, global, and truly connected.

#ArchitectureandDesign
#QualityManagement

------------------------------
Alex Slocum
n/a
------------------------------