Hi Henry,
I would suggest your 3rd-party transcription provider should give our OPUS recording a try first. Genesys Cloud's own transcription in WEM consumes from the OPUS format as well, and our in-house testing shows no significant performance difference at all against the uncompressed formats like PCMU. Changing to PCMU will increase your storage needs, and depending on your recording intensity and retention period, could go above the fair use storage allocation threshold in the long run.
And of course, we would prefer you use our own transcription -- yes it requires a GC3 license, but you get the transcript as part of the recording playback UI, which is particularly useful if a supervisor is conducting QM evaluation all within Genesys Cloud. If you need to do custom Analytics on top of it, there are APIs available to get to the transcript as well.
------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
------------------------------
Original Message:
Sent: 03-11-2022 10:43
From: Henry ZAMbrano
Subject: Recording Audio Format and Data storage
Hi, the default value for the Recordings Audio Format setting is Audio/opus, however a third-party provider for voice recordings transcription and analytics is requesting to change the audio format to PCMU, they say that audio quality is critical to having good quality transcripts.
We are wondering if changing the audio format for recordings from Opus to PCMU is going to greatly impact our allowed data storage quota in the cloud or the "fair use" data storage amounts allocated by user without charge.
#ArchitectureandDesign
#PlatformAdministration
#Telephony
------------------------------
Henry ZAMbrano
Cognizant Technology Solutions
------------------------------