Update – September 11, 2025
The new transcription allocation changes are now in effect. Customers can take advantage of enhanced transcription accuracy, EVTS access at no extra cost, and updated Fair Use Policy allocations.
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Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com
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Original Message:
Sent: 07-03-2025 08:00
From: Jose Ruiz
Subject: Expanded Language Support and Updated Transcription Policy – Effective August 18, 2025
Genesys is updating the monthly voice transcription allocation in Genesys Cloud. For all new quotes beginning August 18, 2025, and effective for existing customers at their next renewal. We are implementing changes designed to better reflect real-world usage patterns, support global language needs, and deliver enhanced transcription accuracy across all supported languages.
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EVTS Now Included in your allocation at No Extra Cost – You can now use your transcription minutes with Extended Voice Transcription Services (EVTS) at no additional charge. This provides access to high-quality transcription in over 45 supported languages, ideal for global and multilingual contact centers.
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Optimized Transcription Engine Selection – Genesys is enhancing your out-of-the-box transcription experience by automatically selecting the most accurate voice transcription engine for each supported language and dialect. This approach ensures that your contact center benefits immediately from the highest-quality transcription outcomes without manual effort or configuration.
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Transcription minutes are stackable – Genesys provides flexibility with Workforce Engagement Management/Speech and Text Analytics and Agent Copilot. Customers using these capabilities will receive the total combined minutes from each.
Here is an example:
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Workforce Engagement Management
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This includes the base allocation plus the add-on benefits.
Genesys is updating the Fair Use Policy for voice transcription minute allocations in Genesys Cloud CX3, CX4, WEM Add-on, Virtual Agent and Agent Copilot
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Previous Allocation
(Native Only)
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New Allocation
(Combined Native + EVTS)
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These allocations now apply across all non-core supported languages and dialects
The impact of this change is dependent on your transcription usage and may result in a notable difference in your allocation-based consumption. Genesys is here to help; we encourage you to connect with your Genesys representative to schedule a review session well in advance of your renewal.
When Does This Take Effect?
These changes will apply upon your next contract renewal, or earlier if you elect to transition to the Combined Offer mid-contract.
If you don't know your renewal date, would like a review of your current usage or if you have additional questions, please contact your Genesys account team.
You can check your transcription usage in your billing report.
Learn More and Get Support
We encourage you to share this update with relevant stakeholders in your organization.
Thank you for choosing Genesys.
#SpeechandTextAnalytics
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Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com
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