Workforce Engagement Management

Genesys Cloud Voice Transcription: Walk through 

08-19-2020 09:20

On August 19, 2020 we released the new voice transcription feature in Genesys Cloud.

Voice transcription transcribes voice interactions (that is, audio) into text that is stored as speaker separated conversational language. Voice transcripts generated by the system are shown in the Transcript tab as part of the interaction detail.

Voice transcription is the first building block in introducing native Speech and Text Analytics capabilities in to the Genesys Cloud offering.

This video provides details on how the capability is configured and where you can see the transcripts.

For more information, please refer to the About voice transcription page.
#InteractionAnalytics
#QualityManagement
#SpeechandTextAnalytics

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09-08-2020 11:39

Yes, there will be a separate release for this, it is tracked with the following idea:
https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-276

08-31-2020 09:25

We are using Physical in house Edge server and on perm PTSN circuits.
What changes are needed on our side to take advantage of Speech transcription?
Will, there be a release for the Physical Edge server, and if yes, when it will be released.

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