Voice transcription – Is voice transcription supported using third parties such as Amazon, Google, or Microsoft?

Genesys Cloud uses its own native transcription engine and includes Extended Voice Transcription Services (EVTS) as an alternative to voice transcription. The underlying provider for Extended Voice Transcription Services is Microsoft Azure Speech-to-Text.

EVTS provides customers with additional language support beyond the Genesys Cloud native transcription engine, and a choice between the engines when transcribing voice interactions.

There are no plans to add additional providers through Extended Voice Transcription Services.

For other voice transcription providers such as Amazon or Google, you must integrate using existing recording download APIs or AudioHook capabilities.

For more information, see: About AudioHook Monitor, and Voice transcription – What is the difference between Genesys Cloud Voice Transcription and Extended Voice Transcription Services.