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Upcoming Transcription Connector Beta

  • 1.  Upcoming Transcription Connector Beta

    Posted 12-20-2024 09:45

    Hi Community!

    It has been a while since our last update, and we have very good reasons. 

    Engineering has been very busy developing a new connector for your business needs, and keep choosing Genesys as your preferred CX open platform tool.

    In a nutshell, Transcription Connector will soon allow you to bring in transcriptions generated in your preferred transcription engine, into Genesys Cloud.

    Key feature highlights are:

    • Available in Genesys GC3, GC2/GC1 + WEM addon I/II

    • Support for Native + EVTS languages.

    • A list of supported languages will display in the Programs Definition UI for easier configuration. You can mix and match your preferred transcription engine depending on the language.

    • Stream for both (internal and external) channels. Whether your customer is interacting with your IVR flow or your agent, you won't miss any part of the conversation.

    • Available to purchase and install via Genesys AppFoundry integrations.

    • New BYOT fee, that allows you to pay only for what you want to transcribe.

    • Support for up to 5 different Transcription Connector integrations per org. You can benchmark your preferred transcription engines.

    • Return transcriptions generated by 3rd party services to Genesys Cloud, using the (enhanced version of) Genesys proprietary Audiohook Protocol.

    • Transcriptions will display in the interactions view for a particular conversation. ​

    • Genesys will be able to perform further post-processing, as it currently happens for any of the natively generated transcriptions. Meaning: If your org has sentiment analysis and/or topic spotting, your 3rd party transcriptions will be evaluated for further insights.

    • Transcription Connector Server reference code. So your dev team can quickly spin up a new middleware transcription server, and start testing out our new connector.

    • Easier way to troubleshoot your Transcription Connector Server with Genesys Cloud Operational Console.

    We will be adding updates on progress, as well as requesting beta prospects soon. Our initial (noncommitted) beta target date is somewhere in Q1 2025.

    Do you want to know more about prerequisites to be one of our Beta prospects? Read and complete this survey if you feel Transcription Connector meets your criteria: Transcription Connector Beta form.

    Upon submission, your Org will be added to the pool for consideration. There is no guarantee that a particular Org will be accepted into the Beta. Expect any Transcription Connector acceptance and/or beta related communications to begin in January 2025.

    Keep tuned for more in the next few months. Let's build together!

    Kind regards,

    Ales.

    #BYOTConnectors #Integrations #Architect #TranscriptionConnector


    #BetaAnnouncement
    #NowRecruiting

    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------


  • 2.  RE: Upcoming Transcription Connector Beta

    Posted 12-20-2024 10:29

    First of all, THANK YOU for this detailed information.  I have not seen something like this before in any of our previous announcements.  I hope this is a positive direction that all of the release and beta teams can follow.  

    Questions would be if this will tie into the real time transcription in Copilot and if we could tie in a translation mechanism as well and inject the translated transcript into the conversation? 

    Really interested in looking at this in detail.



  • 3.  RE: Upcoming Transcription Connector Beta

    Posted 01-02-2025 05:33

    Hi @Robert Wakefield-Carl,

    Thanks for taking an interest in our upcoming TC beta!

    Unfortunately for the use cases below:

    • Using Transcription Connector for (near) real time transcriptions in Genesys Co-pilot.
    • Using Transcription Connector for (near) real time translations.

    We will NOT be supporting them for the initial release.

    However, feel free to vote and add as much information as you need (3rd party transcription vendors or specific languages) in the Genesys Ideas Portal:

    Kind regards,

    Ales.



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Upcoming Transcription Connector Beta

    Posted 01-06-2025 10:12

    thanks @Alejandra Santiago , GC EVTS is using Microsoft Speech Services, so it would include the transcript when used, right? I assume any need for 3rd party TTS is when the quality of GC standard and EVTS is not satisfactory. So if a customer pays for EVTS why would they need to pay on top for a transcription connector? thanks for clarifying



    ------------------------------
    Hichem Agrebi
    ------------------------------

    Original Message


  • 5.  RE: Upcoming Transcription Connector Beta

    Posted 01-07-2025 07:29

    Hi @Hichem Agrebi,

    Thanks for contacting.

    That is correct: if customers are currently using Genesys Cloud EVTS for their transcriptions in their language(s) of choice, they will not be impacted in any way by the Transcription Connector release. 

    As you mention, Transcription Connector can be used by customers wanting to bring in their 3rd party transcriptions for either a niche provider (other than Microsoft Speech Services) or for those very specific language models, where the right accuracy might be more difficult to get from our native solutions.

    Hope this helps clarifying.

    Kind regards,

    Ales.



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Upcoming Transcription Connector Beta

    Posted 01-07-2025 07:55

    Thanks Ales for your confirmation. The main challenge today (a real miss in Genesys initial design) is the transcription of outbound calls in the right language, so unless a more expensive transcriptiopn engine is used with language detection, using GC standard or EVTS wouldn't help much if outbound calls are handled in a language different from the trunk language.

    As for EVTS, Genesys latest effort in reducing pricing makes it an attractive option considering that Microsoft is one of the leaders when it comes to speech services. Not sure how this compares with the transcription connector + third party transcription cost.

    thanks



    ------------------------------
    Hichem Agrebi
    ------------------------------

    Original Message


  • 7.  RE: Upcoming Transcription Connector Beta

    Posted 01-07-2025 11:14

    Hi @Hichem Agrebi,

    Thanks for your observation.

    For any product gaps and enhancements, we encourage partners/customers to place ideas in the Genesys Ideas portal. So other users can vote, and product managers can gauge customer interest to build the case, and prioritise features in their roadmaps.

    With regards to costs, we're finalising the last items of the process before getting it approved. Final pricing will be available on the GA date via AppFoundry, and we're also considering volume discounts for commited usage.

    Kind regards,

    Ales.



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: Upcoming Transcription Connector Beta

    Posted 01-17-2025 10:58

    Hi all,

    Communications about beta registrations are going out! 

    Check your inboxes (and your spam folders) for an email with the following tittle: Genesys Cloud - You have been selected for Transcription Connector Beta!

    Remeber that all further communications will be sent to the registered email address, provided via the Transcription Connector Beta form.

    If you haven't registered yet, you can still do so until the end of January 2024.

    Keep tuned for more in the next few months. Let's build together!

    Kind regards,

    Ales.

    #BYOTConnectors #Integrations #Architect 

    #TranscriptionConnector #BetaAnnouncement
    #NowRecruiting



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 9.  RE: Upcoming Transcription Connector Beta

    Posted 02-03-2025 05:25
    Edited by Alejandra Santiago 02-03-2025 05:27

    Hi community!

    First of all, thanks for joining our list of candidates for being the first to try Transcription Connector. And because we are still receiving requests, we have decided to extend the registration period 2 more weeks!! (Until Friday, 14th of February)

    We would also like to inform you that we will be changing the release procedure for Transcription Connector from Beta to Limited Availability (LA).

    Now, what are the differences for customers/partners already registered and accepted (and the ones that will be registering in the next 2 weeks)? 

    1. Instead of having to wait 60 days of beta, and then having to wait again for GA, your org will continue in LA until Genesys announces the GA date.

    What remains the same for customers/partners registered, accepted and future ones registering in the next 2 weeks? Everything else.

    1. Your test org will be automatically enabled on the LA date, so you can install Transcription Connector via Genesys Cloud Admin Console > Integrations
    2. Your test org will be added the new add-on "Transcription Connector" on the LA date.
    3. Your test org will NOT be charged the Transcription Connector fee (per minute streamed) during this LA period.

    With this change, what we aim is to give more uninterrupted time to customers/partners integrating to their Transcription Connector servers, and the certainty that this feature is as close to GA as it can be :)

    Keep tuned for more and let's build together!
    Kind regards,
     
    Ales.
     
    #BYOTConnectors #Integrations #Architect 
     
    #TranscriptionConnector #LAAnnouncement
    #NowRecruiting



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 10.  RE: Upcoming Transcription Connector Beta

    Posted 02-14-2025 04:59
    Edited by Alejandra Santiago 02-17-2025 07:09

    Dear community, we have a date!

    Transcription Connector will be available for registered customers/partners starting on Monday 17th until Wednesday 20th of February. Depending on the region, your registered Genesys Cloud organization will be automatically enabled to download and install the new integration.

    Starting Monday as well, you'll be able to see the new Transcription Connector docs in the Genesys resource center, as well as the updated Audiohook protocol and reference Audiohook server, including the new Audiohook Server testing tools.

    Feel free to also have a look to our Genesys Developer forum > Webhooks for all your technical questions.

    Kind regards,

    Ales



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 11.  RE: Upcoming Transcription Connector Beta

    Posted 02-16-2025 02:16

    Dear Alejandra,

    Where can the "supported engines" (Google/Microsoft/....) list be seen?



    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------

    Original Message


  • 12.  RE: Upcoming Transcription Connector Beta

    Posted 02-17-2025 05:52

    Hi @Yvgeni Liberman,

    Thanks for contacting.

    The list of "Transcription Engines" that can be used for a particular org/queue and language when using Transcription Connector can be found here: Select which transcription engine to use for voice transcription

    Kind regards,

    Ales.



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------

    Original Message


  • 13.  RE: Upcoming Transcription Connector Beta

    Posted 02-18-2025 02:10

    Dear Ales,

    Many thanks for Your response,

    I think my question was not formulated precisely enough, what external engines we can use with this connector (Google/Microsoft/AWS/...)

    Again, many thanks.



    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------

    Original Message


  • 14.  RE: Upcoming Transcription Connector Beta

    Posted 02-18-2025 04:40

    Hi @Yvgeni Liberman,

    Transcription Connector provides Genesys customers/partners with a way to support any external transcription engine. 

    Kind regards,

    Ales.



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------

    Original Message


  • 15.  RE: Upcoming Transcription Connector Beta

    Posted 02-18-2025 05:07

    +@Tal Aloni

     

    Hi Ales,

    Many thanks, I understand

     

    Best Regards,

    Yvgeni Liberman

    Solutions Architect


    Mobile              052-6344414
    Voice            03-9281514

    e-mail           libermany@itnavpro.com

     

     

     

     




    Original Message


  • 16.  RE: Upcoming Transcription Connector Beta

    Posted 02-18-2025 05:51

    Good news!

    Communications for the registered Transcription Connector LA customers/partners are going out!!

    Remember that Transcription Connector is only available to registered partners/customers for Genesys test organizations. If you want to add new org IDs, please complete this form, and we will get back to you as soon as we can.

    Here are the instructions on what registred LA customers/partners should do next:

    1. If you are logged in your Genesys org, please Log out from your Genesys Cloud registered org, refresh your browser and log back at least 10 mins after the reception of this email.

    2. Get familiar with Transcription Connector and how it can fit your company's conversational needs: https://help.mypurecloud.com/articles/about-transcription-connector/

    3. The Genesys Transcription Connector integration should be already available in your registered org, in the Genesys Cloud Admin panel > Integrations > Transcription Connector

    4. If the integration is not listed in your integrations page (and your user has appropriate permissions), please follow instructions in section Install Transcription Connector from the Admin menu.

      1. If Transcription Connector does not show up after trying to add it from the "add integrations" section (point 4 above), try downloading it and installing it through AppFoundry following documentation above.

    5. Configure and activate your integration with the customer/partner's Transcription Connector Server details, as shown here: https://help.mypurecloud.com/articles/configure-and-activate-the-transcription-connector-integration/

    6. But before that, your engineering team will need to develop the Transcription Connector Server to receive the audio from GC, and send the predefined transcription events using:

      1. Audiohook Protocol Specification - for communications between GC and your Transcription Connector Server.

      2. Genesys AudioHook Sample Service - This repo contains code to showcase a simple service that implements a Transcription Connector Server using the Audiohook protocol. Your dev team will need to extend it for your particular 3rd party transcription service.

      3. Audiohook Server test suite - all the tests you need to run against your Transcription Connector Server, to make sure you can make your first connection, receive the first audio and send the first transcription back.

      4. Troubleshoot your connection between GC and your Transcription Connector Server via Genesys Operational Console, registering for the Audiohook events.

      5. Audiohook developer's forum - for a questions your dev team might have.

      6. Make sure you ACTIVATE the integration SUCCESSFULLY, otherwise you will not be able to use your Transcription Connector integration.

    7. For selecting a Transcription Connector integration: Admin > Quality > Programs > "select program" > Transcription Engines

    8. For Architect action: Cloud Architect > Flows > Inbound Call > "select flow" > Toolbox > Transcription action

    9. If you still are unable to see your Transcription Connector integration and/or in Programs Definitions, please allow a minimum of 24h after the reception of the email to report any issues. Changes might not have been completely rolled out in your region.

    For further Transcription Connector LA specific communications, we will be using our usual Genesys communities and Genesys Ideas portal. Make sure you subscribe to at least one of the following channels:

    Let's build together!

    Ales



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 17.  RE: Upcoming Transcription Connector Beta

    Posted 02-26-2025 07:20

    Hi Community,

    It's been a couple of weeks since Transcription Connector was released as a Limited Availability, and for those of you who missed the first sign up call, here it is what to do if you want to join.

    1. Customer/partner or Genesys representative (CSM) in their behalf needs to send me an email. Indicating the name of the customer and that they want Transcription Connector enabled, along with the organization ID and region where they want TC.
    2. I will send a Limited Availability (LA) agreement contract to the same email address, for the customer/partner to review.
    3. Customers/partners will need to sign, and return the Limited Availability agreement to me.
    4. Genesys will activate the specified org ID the product SKU and the integration for installation, in about 3 to 5 business days since reception of the signed LA agreement.
    5. If a customer has more than one org ID that wants to activate, we can do so with one LA agreement.

    Kind regards,

    Ales.

    #BYOTConnectors #Integrations #Architect #TranscriptionConnector



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



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