Genesys Cloud
Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2025-04-14 | 2025-09-29 | - |
Description
Effective September 29, 2025, Genesys will completely remove support and availability for TTS voices powered by Google and Microsoft Azure in Genesys Enhanced Text-to-Speech (TTS) integrations.
FAQs
Why deprecate Genesys Enhanced TTS – Microsoft Azure and Google Voices?
Genesys is aiming to streamline its partner portfolio and reduce dependency on these partners for their TTS voices. Additionally, Genesys Cloud can achieve better optimization and resiliency by keeping TTS calls contained within Amazon Web Services (AWS).
Am I affected?
All customers who use Genesys Enhanced TTS are affected, including customers who have Genesys Enhanced TTS on their subscription for use in call flows, secure flows, and in-queue flows, and customers who use Genesys Enhanced TTS in bot flows. Affected customers must act to continue using Genesys Enhanced TTS. There will be no changes to licensing or billing for customers who continue using Genesys Enhanced TTS. However, customers who switch to a third-party integration to keep their TTS voices must set up separate integrations and billing with their chosen TTS provider.
Genesys acknowledges that the impact is significant to customers who are using Genesys Enhanced TTS voices. However, the longer announcement period instead of the typical 90 days notice will provide customers with sufficient time to prepare for it.
What does this mean?
Before the effective date, an action is required on your part if you are using Genesys Enhanced TTS. You can either continue using the same TTS voices by migrating to Bring Your Own Technology (BYOT) model or switch to a Genesys Enhanced TTS voice offering from Amazon Polly.
What are the deprecated voices?
- All Genesys Enhanced Standard TTS voices
- All Genesys Enhanced WaveNet and Neural TTS voices without the Polly prefix
The following Microsoft Azure Thai and Basque voices remain supported until a later date.
- th-TH-AcharaNeural
- th-TH-NiwatNeural
- th-TH-PremwadeeNeural
- eu-ES-AinhoaNeural
- eu-ES-AnderNeural
How can I prepare for this deprecation?
If you are using TTS voices from Microsoft Azure and Google, you must take one of the following steps:
- Select a TTS voice provided by Amazon Polly in place of the deprecated ones in your Architect flows. If you are moving to Amazon Polly voices, Genesys recommends that you set up tests in your flows to sample the voices.
- Move to BYOT TTS model and continue to use the same TTS voices.
You can also use the Architect Dependency Search tab for tracking down the flows that still use a Google or Microsoft Azure voice. The search function allows you to quickly identify the flows that must be updated, navigate to those flows, and update the voices to Amazon Polly.
- To check what languages and locales are supported by Amazon Polly, see Neural voices. If your language is not supported, move to BYOT model and continue using TTS voices from Google or Microsoft Azure.
- If you are moving to Amazon Polly and you are using Speech Synthesis Markup Language (SSML) tags in bot flows, you may have to update the tags to Amazon Polly supported ones to render the TTS voices correctly. For more information on the SSML tags supported by Amazon Polly, see Supported SSML tags.
- After you change a TTS voice of an existing flow in Architect, you must republish the flow.
Where can I find out more about TTS engines supported by Genesys Cloud?
- For more information on TTS engines, see About text-to-speech (TTS) engines.
- For more information on BYOT TTS model, see About bring your own technology (BYOT).
- For more information about selecting a voice for a flow, see Select a TTS engine and voice for a flow.
- For more information about testing a TTS engine playback, see Test your third-party TTS engine playback.
Who should I contact if I need help transitioning or have additional questions?
Contact your Technical Account Manager or your Customer Success Manager. You can also contact Genesys professional services for additional support, if necessary.
