Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

You are about 15-18 months ahead of the technology there.  Genesys has plans for real-time translation for voice, but I would not expect it until late next year - but you never know what generative AI will come up with between now and then.  As for digital, you can do that now with the blueprint on AppFoundry:  Genesys AppFoundry - Genesys Cloud Chat Translator Blueprint (mypurecloud.com), but again, Genesys will have that pretty soon as well!

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Dawn,

While they are not technically integrated to Genesys yet, you might check out Vocalls: https://www.vocalls.ai/.  They are looking to join the Genesys AppFoundry marketplace and they have a product that can do real-time, live voice translations.  I believe this is a fairly new product for them, but they did a live demo with me and I was absolutely amazed by how well it works.

Good luck.

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Dawn,

While they are not technically integrated to Genesys yet, you might check out Vocalls: https://www.vocalls.ai/.  They are looking to join the Genesys AppFoundry marketplace and they have a product that can do real-time, live voice translations.  I believe this is a fairly new product for them, but they did a live demo with me and I was absolutely amazed by how well it works.

Good luck.

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Yes, that looks very cool.  Do they have an agent-client app or agent assist plug-in that allows this to be accessible during the conversation>  

Dawn,

While they are not technically integrated to Genesys yet, you might check out Vocalls: https://www.vocalls.ai/.  They are looking to join the Genesys AppFoundry marketplace and they have a product that can do real-time, live voice translations.  I believe this is a fairly new product for them, but they did a live demo with me and I was absolutely amazed by how well it works.

Good luck.

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Dawn,

While they are not technically integrated to Genesys yet, you might check out Vocalls: https://www.vocalls.ai/.  They are looking to join the Genesys AppFoundry marketplace and they have a product that can do real-time, live voice translations.  I believe this is a fairly new product for them, but they did a live demo with me and I was absolutely amazed by how well it works.

Good luck.

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

HI Dawn, have you or your team looked at using Genesys Cloud Audio hook? This allows you to stream voice to AWS, and use AWS sentiment analysis as well as transcription services. You get on AWS a report by conversation and if you can enrich conversation meta data by calling GC conversation details API to get the agent name or any other data in real time. 

https://github.com/purecloudlabs/audiohook-reference-implementation#genesys-audiohook-sample-service 

If anyone else has used audiohook, feedbacks are welcome

Thanks

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Hey Hichem,

No I haven't looked at that- but I'm looking more for a live translation service not necessarily transcription. 

HI Dawn, have you or your team looked at using Genesys Cloud Audio hook? This allows you to stream voice to AWS, and use AWS sentiment analysis as well as transcription services. You get on AWS a report by conversation and if you can enrich conversation meta data by calling GC conversation details API to get the agent name or any other data in real time. 

https://github.com/purecloudlabs/audiohook-reference-implementation#genesys-audiohook-sample-service 

If anyone else has used audiohook, feedbacks are welcome

Thanks

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Dawn,

We have 4 or 5 translation companies on Genesys Cloud.  Happy to give you some names if you email me directly.   Robert.WC@ttecdigital.com 

Hey Hichem,

No I haven't looked at that- but I'm looking more for a live translation service not necessarily transcription. 

HI Dawn, have you or your team looked at using Genesys Cloud Audio hook? This allows you to stream voice to AWS, and use AWS sentiment analysis as well as transcription services. You get on AWS a report by conversation and if you can enrich conversation meta data by calling GC conversation details API to get the agent name or any other data in real time. 

https://github.com/purecloudlabs/audiohook-reference-implementation#genesys-audiohook-sample-service 

If anyone else has used audiohook, feedbacks are welcome

Thanks

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#Integrations
#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
dawn weston
AvalonBay Communities, Inc.
------------------------------

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

We are currently researching different ways of delivering translation. Would love to get more detail from yourself or others who might be interested! 

leor.grebler@genesys.com

Looking forward to sharing more soon!

Leor

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Hi Leor,

we are very interested in a system that transcribes the voice and possibly translates it into English (or any other language).
could you tell me what is the best option currently in the field?

is there a defined roadmap to have it in the future?

Thanks

Alessandro

We are currently researching different ways of delivering translation. Would love to get more detail from yourself or others who might be interested! 

leor.grebler@genesys.com

Looking forward to sharing more soon!

Leor

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Hi Alessandro,

We do have integrations and partners today who can work on this and are exploring a few ideas now. Please do reach out directly (leor.grebler@genesys.com) as we'd love to get feedback.

Leor

Hi Leor,

we are very interested in a system that transcribes the voice and possibly translates it into English (or any other language).
could you tell me what is the best option currently in the field?

is there a defined roadmap to have it in the future?

Thanks

Alessandro

We are currently researching different ways of delivering translation. Would love to get more detail from yourself or others who might be interested! 

leor.grebler@genesys.com

Looking forward to sharing more soon!

Leor

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Hi Genesys Team,

Anything new on that real time voice translation topic? One of my customer would be interested. Below, an example of a use case:

If a French-speaking user calls the service desk but there is no French-speaking agent available,

the voice will be translated into English and vice versa on the fly.

Does Genesys have such functionality as a live translator in its portfolio? Or is it planned in the future? Or maybe there is an integration with 3^rd party for such feature?

Recently, similar AI-based solutions have begun to enter the market.

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

We support this functionality at Commerce.AI. Please contact us at human@commerce.ai 

This is the AppFoundry link https://appfoundry.genesys.com/filter/genesyscloud/listing/2a108bf9-b802-45cd-8170-d9ed66e9a48d

Hi Genesys Team,

Anything new on that real time voice translation topic? One of my customer would be interested. Below, an example of a use case:

If a French-speaking user calls the service desk but there is no French-speaking agent available,

the voice will be translated into English and vice versa on the fly.

Does Genesys have such functionality as a live translator in its portfolio? Or is it planned in the future? Or maybe there is an integration with 3^rd party for such feature?

Recently, similar AI-based solutions have begun to enter the market.

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Hi all,

We're still investigating different solutions. Currently, we're looking at translation on demand post-interaction with more details in come in the fall.

Is the application to have an interpreter-type solution for voice?

Thanks so much!

Leor

We support this functionality at Commerce.AI. Please contact us at human@commerce.ai 

This is the AppFoundry link https://appfoundry.genesys.com/filter/genesyscloud/listing/2a108bf9-b802-45cd-8170-d9ed66e9a48d

Hi Genesys Team,

Anything new on that real time voice translation topic? One of my customer would be interested. Below, an example of a use case:

If a French-speaking user calls the service desk but there is no French-speaking agent available,

the voice will be translated into English and vice versa on the fly.

Does Genesys have such functionality as a live translator in its portfolio? Or is it planned in the future? Or maybe there is an integration with 3^rd party for such feature?

Recently, similar AI-based solutions have begun to enter the market.

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

Good day Leor, We have a BIG telco customer that requires the same solution, Call comes in and gets transcribed and then the transcription on the conversation needs to be in English. (They are looking to use Genesys EVT (Azure) for transcription. Languages required in English: Afrikaans, Sesotho, Zulu)

The challenge here is to have the final transcription of all conversations available in English to facilitate the QA process, as not all QA staff can read/understand all the languages.
So it's more a QA interpreter assistant.

Maybe there could be a secondary transcript language tab on the conversation so you have visibility of original transcript and the translated version.

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd

Original Message:
Sent: 07-25-2024 09:33
From: Leor Grebler
Subject: real time voice translation?

Hi all,

We're still investigating different solutions. Currently, we're looking at translation on demand post-interaction with more details in come in the fall.

Is the application to have an interpreter-type solution for voice?

Thanks so much!

Leor

------------------------------
Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees

Original Message:
Sent: 07-22-2024 11:17
From: Jay Acosta
Subject: real time voice translation?

We support this functionality at Commerce.AI. Please contact us at human@commerce.ai 

This is the AppFoundry link https://appfoundry.genesys.com/filter/genesyscloud/listing/2a108bf9-b802-45cd-8170-d9ed66e9a48d

------------------------------
Jay Acosta
Tall Idea Labs DBA Commerce.AI

Original Message:
Sent: 07-22-2024 07:29
From: Lionel Largent
Subject: real time voice translation?

Hi Genesys Team,

Anything new on that real time voice translation topic? One of my customer would be interested. Below, an example of a use case:

If a French-speaking user calls the service desk but there is no French-speaking agent available,

the voice will be translated into English and vice versa on the fly.

Does Genesys have such functionality as a live translator in its portfolio? Or is it planned in the future? Or maybe there is an integration with 3^rd party for such feature?

Recently, similar AI-based solutions have begun to enter the market.

------------------------------
Lionel Largent
Orange SA

Original Message:
Sent: 07-03-2023 15:11
From: dawn weston
Subject: real time voice translation?

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#API/Integrations
#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
dawn weston
AvalonBay Communities, Inc.
------------------------------

Hi Dewald, we do have a solution that does exactly what you are after. It does auto-Analysis and Auto-QA in English for calls transcribed in Afrikaans, Sesotho, Zulu for which extended analyis and evaluation is provided by default in English language with on-demand translation (of the analysis and evaluation) to any other supported language. This is for example to cover the case whereby a user prefers to read the summary or compliance analysis in Afrikaans in addition to English. The translation is done once and is available to all other users besides to the default english analysis.

The solution is fully integrated into Genesys Cloud APIs to enforce any existing access permissions. 

We are in the process of registering our COMPASS solution on AppFoundry.

In summary all auto analysis and evaluation is streamlined in english language with capabilities to do on-demand translations for all Genesys and Azure supported languages using modern  and private LLM engine. The best part is that such advanced features do not cost an arm and a leg and are usage based. You could even control the volume of conversations to process and set a cap to your budget.

Feel free to reach out if you'd like to discuss your requirements and give you a demo to show case the solution capabilities and some pretty cool advanced features.

------------------------------
Hichem Agrebi
hichem.agrebi@cc-expertise.com
CC-Expertise Ltd

Original Message:
Sent: 08-12-2024 18:29
From: Dewald Smit
Subject: real time voice translation?

Good day Leor, We have a BIG telco customer that requires the same solution, Call comes in and gets transcribed and then the transcription on the conversation needs to be in English. (They are looking to use Genesys EVT (Azure) for transcription. Languages required in English: Afrikaans, Sesotho, Zulu)

The challenge here is to have the final transcription of all conversations available in English to facilitate the QA process, as not all QA staff can read/understand all the languages.
So it's more a QA interpreter assistant.

Maybe there could be a secondary transcript language tab on the conversation so you have visibility of original transcript and the translated version.

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd

Original Message:
Sent: 07-25-2024 09:33
From: Leor Grebler
Subject: real time voice translation?

Hi all,

We're still investigating different solutions. Currently, we're looking at translation on demand post-interaction with more details in come in the fall.

Is the application to have an interpreter-type solution for voice?

Thanks so much!

Leor

------------------------------
Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees

Original Message:
Sent: 07-22-2024 11:17
From: Jay Acosta
Subject: real time voice translation?

We support this functionality at Commerce.AI. Please contact us at human@commerce.ai 

This is the AppFoundry link https://appfoundry.genesys.com/filter/genesyscloud/listing/2a108bf9-b802-45cd-8170-d9ed66e9a48d

------------------------------
Jay Acosta
Tall Idea Labs DBA Commerce.AI

Original Message:
Sent: 07-22-2024 07:29
From: Lionel Largent
Subject: real time voice translation?

Hi Genesys Team,

Anything new on that real time voice translation topic? One of my customer would be interested. Below, an example of a use case:

If a French-speaking user calls the service desk but there is no French-speaking agent available,

the voice will be translated into English and vice versa on the fly.

Does Genesys have such functionality as a live translator in its portfolio? Or is it planned in the future? Or maybe there is an integration with 3^rd party for such feature?

Recently, similar AI-based solutions have begun to enter the market.

------------------------------
Lionel Largent
Orange SA

Original Message:
Sent: 07-03-2023 15:11
From: dawn weston
Subject: real time voice translation?

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#API/Integrations
#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
dawn weston
AvalonBay Communities, Inc.
------------------------------

Thanks Dewald and Hichem. We are looking to release a Translate capability that will be on-demand. Afrikaans will be supported but I need to check on Sesotho and Zulu.  Hope to post back here soon.

Hichem, this sounds great and excited to see it in AppFoundry!

Hi Dewald, we do have a solution that does exactly what you are after. It does auto-Analysis and Auto-QA in English for calls transcribed in Afrikaans, Sesotho, Zulu for which extended analyis and evaluation is provided by default in English language with on-demand translation (of the analysis and evaluation) to any other supported language. This is for example to cover the case whereby a user prefers to read the summary or compliance analysis in Afrikaans in addition to English. The translation is done once and is available to all other users besides to the default english analysis.

The solution is fully integrated into Genesys Cloud APIs to enforce any existing access permissions. 

We are in the process of registering our COMPASS solution on AppFoundry.

In summary all auto analysis and evaluation is streamlined in english language with capabilities to do on-demand translations for all Genesys and Azure supported languages using modern  and private LLM engine. The best part is that such advanced features do not cost an arm and a leg and are usage based. You could even control the volume of conversations to process and set a cap to your budget.

Feel free to reach out if you'd like to discuss your requirements and give you a demo to show case the solution capabilities and some pretty cool advanced features.

------------------------------
Hichem Agrebi
hichem.agrebi@cc-expertise.com
CC-Expertise Ltd

Original Message:
Sent: 08-12-2024 18:29
From: Dewald Smit
Subject: real time voice translation?

Good day Leor, We have a BIG telco customer that requires the same solution, Call comes in and gets transcribed and then the transcription on the conversation needs to be in English. (They are looking to use Genesys EVT (Azure) for transcription. Languages required in English: Afrikaans, Sesotho, Zulu)

The challenge here is to have the final transcription of all conversations available in English to facilitate the QA process, as not all QA staff can read/understand all the languages.
So it's more a QA interpreter assistant.

Maybe there could be a secondary transcript language tab on the conversation so you have visibility of original transcript and the translated version.

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd

Original Message:
Sent: 07-25-2024 09:33
From: Leor Grebler
Subject: real time voice translation?

Hi all,

We're still investigating different solutions. Currently, we're looking at translation on demand post-interaction with more details in come in the fall.

Is the application to have an interpreter-type solution for voice?

Thanks so much!

Leor

------------------------------
Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees

Original Message:
Sent: 07-22-2024 11:17
From: Jay Acosta
Subject: real time voice translation?

We support this functionality at Commerce.AI. Please contact us at human@commerce.ai 

This is the AppFoundry link https://appfoundry.genesys.com/filter/genesyscloud/listing/2a108bf9-b802-45cd-8170-d9ed66e9a48d

------------------------------
Jay Acosta
Tall Idea Labs DBA Commerce.AI

Original Message:
Sent: 07-22-2024 07:29
From: Lionel Largent
Subject: real time voice translation?

Hi Genesys Team,

Anything new on that real time voice translation topic? One of my customer would be interested. Below, an example of a use case:

If a French-speaking user calls the service desk but there is no French-speaking agent available,

the voice will be translated into English and vice versa on the fly.

Does Genesys have such functionality as a live translator in its portfolio? Or is it planned in the future? Or maybe there is an integration with 3^rd party for such feature?

Recently, similar AI-based solutions have begun to enter the market.

------------------------------
Lionel Largent
Orange SA

Original Message:
Sent: 07-03-2023 15:11
From: dawn weston
Subject: real time voice translation?

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#API/Integrations
#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
dawn weston
AvalonBay Communities, Inc.
------------------------------

I believe this is the ideas record for the upcoming Genesys feature that Leor is referring to: https://genesyscloud.ideas.aha.io/ideas/STA-I-56

Thanks Dewald and Hichem. We are looking to release a Translate capability that will be on-demand. Afrikaans will be supported but I need to check on Sesotho and Zulu.  Hope to post back here soon.

Hichem, this sounds great and excited to see it in AppFoundry!

Hi Dewald, we do have a solution that does exactly what you are after. It does auto-Analysis and Auto-QA in English for calls transcribed in Afrikaans, Sesotho, Zulu for which extended analyis and evaluation is provided by default in English language with on-demand translation (of the analysis and evaluation) to any other supported language. This is for example to cover the case whereby a user prefers to read the summary or compliance analysis in Afrikaans in addition to English. The translation is done once and is available to all other users besides to the default english analysis.

The solution is fully integrated into Genesys Cloud APIs to enforce any existing access permissions. 

We are in the process of registering our COMPASS solution on AppFoundry.

In summary all auto analysis and evaluation is streamlined in english language with capabilities to do on-demand translations for all Genesys and Azure supported languages using modern  and private LLM engine. The best part is that such advanced features do not cost an arm and a leg and are usage based. You could even control the volume of conversations to process and set a cap to your budget.

Feel free to reach out if you'd like to discuss your requirements and give you a demo to show case the solution capabilities and some pretty cool advanced features.

------------------------------
Hichem Agrebi
hichem.agrebi@cc-expertise.com
CC-Expertise Ltd

Original Message:
Sent: 08-12-2024 18:29
From: Dewald Smit
Subject: real time voice translation?

Good day Leor, We have a BIG telco customer that requires the same solution, Call comes in and gets transcribed and then the transcription on the conversation needs to be in English. (They are looking to use Genesys EVT (Azure) for transcription. Languages required in English: Afrikaans, Sesotho, Zulu)

The challenge here is to have the final transcription of all conversations available in English to facilitate the QA process, as not all QA staff can read/understand all the languages.
So it's more a QA interpreter assistant.

Maybe there could be a secondary transcript language tab on the conversation so you have visibility of original transcript and the translated version.

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd

Original Message:
Sent: 07-25-2024 09:33
From: Leor Grebler
Subject: real time voice translation?

Hi all,

We're still investigating different solutions. Currently, we're looking at translation on demand post-interaction with more details in come in the fall.

Is the application to have an interpreter-type solution for voice?

Thanks so much!

Leor

------------------------------
Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees

Original Message:
Sent: 07-22-2024 11:17
From: Jay Acosta
Subject: real time voice translation?

We support this functionality at Commerce.AI. Please contact us at human@commerce.ai 

This is the AppFoundry link https://appfoundry.genesys.com/filter/genesyscloud/listing/2a108bf9-b802-45cd-8170-d9ed66e9a48d

------------------------------
Jay Acosta
Tall Idea Labs DBA Commerce.AI

Original Message:
Sent: 07-22-2024 07:29
From: Lionel Largent
Subject: real time voice translation?

Hi Genesys Team,

Anything new on that real time voice translation topic? One of my customer would be interested. Below, an example of a use case:

If a French-speaking user calls the service desk but there is no French-speaking agent available,

the voice will be translated into English and vice versa on the fly.

Does Genesys have such functionality as a live translator in its portfolio? Or is it planned in the future? Or maybe there is an integration with 3^rd party for such feature?

Recently, similar AI-based solutions have begun to enter the market.

------------------------------
Lionel Largent
Orange SA

Original Message:
Sent: 07-03-2023 15:11
From: dawn weston
Subject: real time voice translation?

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#API/Integrations
#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
dawn weston
AvalonBay Communities, Inc.
------------------------------

That's right, Derek. It will be On Demand. Date is likely a bit later than October 7 - we are still finalizing.

I believe this is the ideas record for the upcoming Genesys feature that Leor is referring to: https://genesyscloud.ideas.aha.io/ideas/STA-I-56

Thanks Dewald and Hichem. We are looking to release a Translate capability that will be on-demand. Afrikaans will be supported but I need to check on Sesotho and Zulu.  Hope to post back here soon.

Hichem, this sounds great and excited to see it in AppFoundry!

Hi Dewald, we do have a solution that does exactly what you are after. It does auto-Analysis and Auto-QA in English for calls transcribed in Afrikaans, Sesotho, Zulu for which extended analyis and evaluation is provided by default in English language with on-demand translation (of the analysis and evaluation) to any other supported language. This is for example to cover the case whereby a user prefers to read the summary or compliance analysis in Afrikaans in addition to English. The translation is done once and is available to all other users besides to the default english analysis.

The solution is fully integrated into Genesys Cloud APIs to enforce any existing access permissions. 

We are in the process of registering our COMPASS solution on AppFoundry.

In summary all auto analysis and evaluation is streamlined in english language with capabilities to do on-demand translations for all Genesys and Azure supported languages using modern  and private LLM engine. The best part is that such advanced features do not cost an arm and a leg and are usage based. You could even control the volume of conversations to process and set a cap to your budget.

Feel free to reach out if you'd like to discuss your requirements and give you a demo to show case the solution capabilities and some pretty cool advanced features.

------------------------------
Hichem Agrebi
hichem.agrebi@cc-expertise.com
CC-Expertise Ltd

Original Message:
Sent: 08-12-2024 18:29
From: Dewald Smit
Subject: real time voice translation?

Good day Leor, We have a BIG telco customer that requires the same solution, Call comes in and gets transcribed and then the transcription on the conversation needs to be in English. (They are looking to use Genesys EVT (Azure) for transcription. Languages required in English: Afrikaans, Sesotho, Zulu)

The challenge here is to have the final transcription of all conversations available in English to facilitate the QA process, as not all QA staff can read/understand all the languages.
So it's more a QA interpreter assistant.

Maybe there could be a secondary transcript language tab on the conversation so you have visibility of original transcript and the translated version.

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd

Original Message:
Sent: 07-25-2024 09:33
From: Leor Grebler
Subject: real time voice translation?

Hi all,

We're still investigating different solutions. Currently, we're looking at translation on demand post-interaction with more details in come in the fall.

Is the application to have an interpreter-type solution for voice?

Thanks so much!

Leor

------------------------------
Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees

Original Message:
Sent: 07-22-2024 11:17
From: Jay Acosta
Subject: real time voice translation?

We support this functionality at Commerce.AI. Please contact us at human@commerce.ai 

This is the AppFoundry link https://appfoundry.genesys.com/filter/genesyscloud/listing/2a108bf9-b802-45cd-8170-d9ed66e9a48d

------------------------------
Jay Acosta
Tall Idea Labs DBA Commerce.AI

Original Message:
Sent: 07-22-2024 07:29
From: Lionel Largent
Subject: real time voice translation?

Hi Genesys Team,

Anything new on that real time voice translation topic? One of my customer would be interested. Below, an example of a use case:

If a French-speaking user calls the service desk but there is no French-speaking agent available,

the voice will be translated into English and vice versa on the fly.

Does Genesys have such functionality as a live translator in its portfolio? Or is it planned in the future? Or maybe there is an integration with 3^rd party for such feature?

Recently, similar AI-based solutions have begun to enter the market.

------------------------------
Lionel Largent
Orange SA

Original Message:
Sent: 07-03-2023 15:11
From: dawn weston
Subject: real time voice translation?

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#API/Integrations
#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
dawn weston
AvalonBay Communities, Inc.
------------------------------

Hi Leor,

One of my customer is also having high interest in Real-Time Voice translation.

Their use case is the following:

The feature will allow their agents to handle the calls without language barriers. Eg: customer speaks in French language, agents hear in English and vice versa.

Can we have some update about this feature? And if the expected delivery date would still be in a long time, what other solutions would you recommend?

Thanks.

That's right, Derek. It will be On Demand. Date is likely a bit later than October 7 - we are still finalizing.

I believe this is the ideas record for the upcoming Genesys feature that Leor is referring to: https://genesyscloud.ideas.aha.io/ideas/STA-I-56

Thanks Dewald and Hichem. We are looking to release a Translate capability that will be on-demand. Afrikaans will be supported but I need to check on Sesotho and Zulu.  Hope to post back here soon.

Hichem, this sounds great and excited to see it in AppFoundry!

Hi Dewald, we do have a solution that does exactly what you are after. It does auto-Analysis and Auto-QA in English for calls transcribed in Afrikaans, Sesotho, Zulu for which extended analyis and evaluation is provided by default in English language with on-demand translation (of the analysis and evaluation) to any other supported language. This is for example to cover the case whereby a user prefers to read the summary or compliance analysis in Afrikaans in addition to English. The translation is done once and is available to all other users besides to the default english analysis.

The solution is fully integrated into Genesys Cloud APIs to enforce any existing access permissions. 

We are in the process of registering our COMPASS solution on AppFoundry.

In summary all auto analysis and evaluation is streamlined in english language with capabilities to do on-demand translations for all Genesys and Azure supported languages using modern  and private LLM engine. The best part is that such advanced features do not cost an arm and a leg and are usage based. You could even control the volume of conversations to process and set a cap to your budget.

Feel free to reach out if you'd like to discuss your requirements and give you a demo to show case the solution capabilities and some pretty cool advanced features.

------------------------------
Hichem Agrebi
hichem.agrebi@cc-expertise.com
CC-Expertise Ltd

Original Message:
Sent: 08-12-2024 18:29
From: Dewald Smit
Subject: real time voice translation?

Good day Leor, We have a BIG telco customer that requires the same solution, Call comes in and gets transcribed and then the transcription on the conversation needs to be in English. (They are looking to use Genesys EVT (Azure) for transcription. Languages required in English: Afrikaans, Sesotho, Zulu)

The challenge here is to have the final transcription of all conversations available in English to facilitate the QA process, as not all QA staff can read/understand all the languages.
So it's more a QA interpreter assistant.

Maybe there could be a secondary transcript language tab on the conversation so you have visibility of original transcript and the translated version.

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd

Original Message:
Sent: 07-25-2024 09:33
From: Leor Grebler
Subject: real time voice translation?

Hi all,

We're still investigating different solutions. Currently, we're looking at translation on demand post-interaction with more details in come in the fall.

Is the application to have an interpreter-type solution for voice?

Thanks so much!

Leor

------------------------------
Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees

Original Message:
Sent: 07-22-2024 11:17
From: Jay Acosta
Subject: real time voice translation?

We support this functionality at Commerce.AI. Please contact us at human@commerce.ai 

This is the AppFoundry link https://appfoundry.genesys.com/filter/genesyscloud/listing/2a108bf9-b802-45cd-8170-d9ed66e9a48d

------------------------------
Jay Acosta
Tall Idea Labs DBA Commerce.AI

Original Message:
Sent: 07-22-2024 07:29
From: Lionel Largent
Subject: real time voice translation?

Hi Genesys Team,

Anything new on that real time voice translation topic? One of my customer would be interested. Below, an example of a use case:

If a French-speaking user calls the service desk but there is no French-speaking agent available,

the voice will be translated into English and vice versa on the fly.

Does Genesys have such functionality as a live translator in its portfolio? Or is it planned in the future? Or maybe there is an integration with 3^rd party for such feature?

Recently, similar AI-based solutions have begun to enter the market.

------------------------------
Lionel Largent
Orange SA

Original Message:
Sent: 07-03-2023 15:11
From: dawn weston
Subject: real time voice translation?

Currently our call center is predominantly made up of english speaking agents. Whenever we receive a call where someone needs to speak another language we utilize a third party translator company(a human) by conferencing them in. Does anyone know if there is a way to integrate a real time translator such as a voice bot that can translate what we say in English to the customers language and vice versa? 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#API/Integrations
#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
dawn weston
AvalonBay Communities, Inc.
------------------------------