Genesys Cloud - Main

Good afternoon all,

Apologies I have tried to search for this answer but was unable to locate anything. We are currently implementing Genesys Cloud and have leveraged the Google Cloud TTS to power our IVRs and other audio messages. However, I am shocked that there does not seem to be an obvious way to manipulate the playback as there is in other integrations... i.e - I would like to speed up the chosen voice engine, and pitch the tone of the vocals down slightly also. This usually helps with a more "realistic" feel to the voice.

I am new to Genesys and fairly new to Google Cloud TTS.
Am I missing something? Is there any way I can achieve this?

Many thanks,

#API/Integrations
#SystemAdministration
#Other

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Dale Wylie
Aggregate Industries UK Ltd
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Architect only supports SSML in bot flows, see https://help.mypurecloud.com/releasenote/march-8-2023/

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Melissa Bailey
Genesys - Employees
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We found that the different voices on offer do play at different volumes and pace, this is how we chose ones that were suitable for our needs. I spoke directly with the Google team and at the time there are no other options than the different voices.

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Steve Wright
PFIZER LTD
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Ah! That is a shame. I thought it would have been an easy way to tweak the realism!
Appreciate your response, Steve!

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Dale Wylie
Aggregate Industries UK Ltd
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Original Message:
Sent: 04-04-2023 03:03
From: Steve Wright
Subject: Google TTS - Speed & Pitch

We found that the different voices on offer do play at different volumes and pace, this is how we chose ones that were suitable for our needs. I spoke directly with the Google team and at the time there are no other options than the different voices.

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Steve Wright
PFIZER LTD
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Hello Dale,

We do have some ideas on our Idea board for this sort of customization that we are planning for our roadmap.

https://genesyscloud.ideas.aha.io/ideas/SSA-I-370
https://genesyscloud.ideas.aha.io/ideas/SSA-I-598
https://genesyscloud.ideas.aha.io/ideas/SSA-I-599

I'd suggest giving at least the 370 idea an upvote. 

Thanks,

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Brad Wehmeier
Lead Software Engineer
Genesys - Employees
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Original Message:
Sent: 04-04-2023 04:23
From: Dale Wylie
Subject: Google TTS - Speed & Pitch

Ah! That is a shame. I thought it would have been an easy way to tweak the realism!
Appreciate your response, Steve!

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Dale Wylie
Aggregate Industries UK Ltd
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Original Message:
Sent: 04-04-2023 03:03
From: Steve Wright
Subject: Google TTS - Speed & Pitch

We found that the different voices on offer do play at different volumes and pace, this is how we chose ones that were suitable for our needs. I spoke directly with the Google team and at the time there are no other options than the different voices.

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Steve Wright
PFIZER LTD

I've found that Amazon Polly NTTS provides a much more natural and accurate voice than Google TTS inside of Genesys.  I don't know if you can do what you are asking, but you can manipulate the playback quite a bit using the markup language.  In the end, I've found that using the Polly console to test playback and tweak it via the console, then downloading it to a wav file to be best.  I put those wav files into the IVR whenever we have static prompts / statements, then use the Polly TTS engine when it needs to playback numbers, or any other dynamic statements.  This way, there are a lot less API calls to the TTS engine, the IVR runs more reliably, and you get a unified voice.  There are caveats with both Google TTS and Amazon Polly TTS, like the issue with In-Queue flows and agent whispers not working.

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Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different
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Hi Ryan,

Are you able to expand on the issues you refer to: "There are caveats with both Google TTS and Amazon Polly TTS, like the issue with In-Queue flows and agent whispers not working".

Thanks,
Kris Lowe

Original Message:
Sent: 04-04-2023 10:35
From: Ryan Cheesman
Subject: Google TTS - Speed & Pitch

I've found that Amazon Polly NTTS provides a much more natural and accurate voice than Google TTS inside of Genesys.  I don't know if you can do what you are asking, but you can manipulate the playback quite a bit using the markup language.  In the end, I've found that using the Polly console to test playback and tweak it via the console, then downloading it to a wav file to be best.  I put those wav files into the IVR whenever we have static prompts / statements, then use the Polly TTS engine when it needs to playback numbers, or any other dynamic statements.  This way, there are a lot less API calls to the TTS engine, the IVR runs more reliably, and you get a unified voice.  There are caveats with both Google TTS and Amazon Polly TTS, like the issue with In-Queue flows and agent whispers not working.

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Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different
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