Genesys Cloud supported languages

Genesys Cloud user interface language support

The Genesys Cloud user interface is available in these languages:

  • Arabic (beta)
  • Chinese (Simplified)
  • Chinese (Traditional)
  • Czech
  • Danish
  • Dutch

  • English
  • Finnish
  • French
  • German
  • Italian
  • Hebrew (beta)

  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese (Brazil)
  • Portuguese (Portugal) (beta)

  • Russian
  • Spanish
  • Swedish
  • Thai (beta)
  • Turkish

For more information about changing your language selection in the Windows desktop or web browser app, see Change Windows desktop app settings and Change browser app settings.

Genesys Cloud additional features language support

The table below lists the current Genesys Cloud language support for:

  • IVR system prompts: Architect-provided, generic prompts to indicate numbers, dates, days of the week, and months.
  • Estimated wait time (EWT), position in queue (PIQ), and caller collect input verification: Audio playback that indicates a customer's wait time, designated order in queue, and verified customer input.
  • Telephony user interface (TUI): The interface used for menus, dialog boxes, embedded help, and more.
  • Speech recognition (ASR): Converts spoken words to text within an Architect flow.
  • Genesys native and enhanced text-to-speech (TTS): Converts text into audio for playback within an Architect flow.
  • Native voice transcription: Uses Genesys native engine to transcribe contact center voice interactions into text.
  • Extended voice transcription services: Uses a third-party transcription engine to transcribe contact center voice interaction into text.
  • Sentiment analysis: Classifies customer phrases as positive, negative, or neutral based on the words that are used.
  • Programs, topics, and phrases: Spot important phrases in interactions for analysis, search, and reporting.
  • Topic miner: Discover topics and phrases of interest to add to your speech and text analytics program.
  • Messenger: A predefined message window and launcher button that customers use to interact with bots and agents.
  • Genesys Dialog Engine Bot Flows: A tool to build bots within Architect and then integrate them into call, chat, and message flows.
  • Intent miner: Analyze chat, message, and transcripts to determine customer intents and utterances.
  • Knowledge workbench: A tool that allows knowledge authors to create and manage articles, refine the search process, and view performance.

For a list of supported call analysis languages for outbound campaigns, see Supported call analysis regions.

Note: Genesys Cloud uses a single female voice for each language. Genesys Cloud does not currently support multiple genders or multiple voice characters for TTS.

Architect-provided, generic prompts to indicate numbers, dates, days of the week, and months.

Language Region Language tag Supported
Chinese Simplified - People's Republic of China  zh-CN
Traditional - Hong Kong S.A.R. zh-HK
Danish Denmark da-DK
Dutch Netherlands  nl-NL
English Australia  en-AU
Great Britain  en-GB
United States en-US
Finnish Finland fi-FI
French Canada  fr-CA
France
fr-FR
German Germany  de-DE
Italian Italy it-IT
Japanese Japan ja-JP
Norwegian Norway nb-NO
Portuguese Brazil  pt-BR
Spanish Spain es-ES
United States and Latin America es-US
Swedish Sweden  sv-SE
Thai* Thailand th-TH

Audio playback that indicates a customer's wait time, designated order in queue, and verified customer input.

Language Region Language tag Supported
Chinese Simplified - People's Republic of China  zh-CN
Traditional - Hong Kong S.A.R. zh-HK
Danish Denmark da-DK
Dutch Netherlands  nl-NL
English Australia  en-AU
Great Britain  en-GB
United States en-US
Finnish Finland fi-FI
French Canada  fr-CA
France fr-FR
German Germany  de-DE
Italian Italy it-IT
Japanese Japan ja-JP
Norwegian Norway nb-NO
Portuguese Brazil  pt-BR
Spanish Spain es-ES
United States and Latin America es-US
Swedish Sweden  sv-SE
Thai* Thailand th-TH

The interface used for menus, dialog boxes, embedded help, and more.

Language Region Language tag Supported
Chinese Simplified - People's Republic of China  zh-CN
Dutch Netherlands  nl-NL
English Australia  en-AU
Great Britain  en-GB
United States en-US
French Canada  fr-CA
France fr-FR
German Germany  de-DE
Italian Italy it-IT
Japanese Japan ja-JP
Portuguese Brazil  pt-BR
Spanish Spain es-ES BETA
United States and Latin America es-US

Converts spoken words to text within an Architect flow.

Language Region Language tag Supported
Chinese Simplified - People's Republic of China  zh-CN
Dutch Netherlands  nl-NL
English Australia  en-AU
Great Britain  en-GB
United States en-US
French Canada  fr-CA
France fr-FR
German Germany  de-DE
Italian Italy it-IT
Japanese* Japan ja-JP
Portuguese Brazil  pt-BR
Spanish Spain es-ES BETA
United States and Latin America es-US

Converts text into audio for playback within an Architect flow.

Language Region Language tag Supported
Chinese Simplified - People's Republic of China  zh-CN
Dutch Netherlands  nl-NL
English Australia  en-AU
Great Britain  en-GB
United States en-US
French Canada  fr-CA
France fr-FR BETA
German Germany  de-DE
Italian Italy it-IT
Japanese* Japan ja-JP
Portuguese Brazil  pt-BR
Spanish Spain es-ES BETA
United States and Latin America es-US

Converts text into audio for playback within an Architect flow.

Language Region Language tag Supported
Afrikaans South Africa af-ZA
Arabic Egypt ar-EG
Saudi Arabia ar-SA
Bengali India bn-IN
Bulgarian Bulgaria bg-BG
Catalan Spain ca-ES
Chinese Mandarin

cmn-CN
cmn-TW

Simplified - People's Republic of China  zh-CN
Traditional - Hong Kong S.A.R. zh-HK
Taiwan zh-TW
Yue - Hong Kong yeu-HK
Croatian Croatia hr-HR
Czech Czechia cs-CZ
Danish Denmark da-DK
Dutch Netherlands  nl-NL
Belgium nl-BE
English Australia  en-AU
Canada en-CA
Great Britain  en-GB
Hong Kong en-HK
India en-IN
Ireland en-IE
New Zealand en-NZ
Philippines en-PH
Singapore en-SG
South Africa en-ZA
United States en-US
Estonian Estonia et-EE
Filipino Philippines fil-PH
Finnish Finland fi-FI
French Belgium fr-BE
Canada  fr-CA
France fr-FR
Switzerland fr-CH
German Austria de-AT
Germany  de-DE
Switzerland de-CH
Greek Greece el-GR
Gujarati India gu-IN
Hebrew Israel he-IL
Hindi India hi-IN
Hungarian Hungary hu-HU
Icelandic Iceland is-IS
Indonesian Indonesia id-ID
Irish Ireland ga-IE
Italian Italy it-IT
Japanese Japan ja-JP
Kannada India kn-IN
Korean Korea ko-KR
Latvian Latvia lv-LV
Lithuanian Lithuania lt-LT
Malay Malaysia ms-MY
Malayalam India ml-IN
Maltese Malta mt-Mt
Marathi India mr-IN
Norwegian Norway nb-NO
Polish Poland pl-PL
Portuguese Brazil  pt-BR
Portugal pt-PT
Romanian Romania ro-RO
Russian Russia ru-RU
Serbian Cyrillic sr-RS
Slovak Slovenia sk-SK
Slovenian Slovenia sl-SL
Argentina es-AR
Spanish Catalan ca-ES
Colombia es-CO
Mexico es-MX
Spain es-ES
United States and Latin America es-US
Swahili Kenya sw-KE
Swedish Sweden  sv-SE
Tamil India ta-IN
Telugu India te-IN
Thai* Thailand th-TH
Turkish Turkey tr-TR
Ukrainian Ukraine uk-UA
Urdu Pakistan ur-PK
Vietnamese Vietnam vi-VN
Welsh United Kingdom cy-GB

Uses Genesys native engine to transcribe contact center voice interactions into text, including these statuses:

  • Generally available: The model is built on extensive training data.
  • Preview: The model is built on some training data and requires additional training to improve accuracy.
  • Early preview: The model is built on limited training data.
Language Region Language tag Supported Status
Arabic Global ar-WW Early preview
Dutch Netherlands  nl-NL Early preview
English Australia  en-AU Generally available
Great Britain  en-GB Generally available
India en-IN Early preview
South Africa en-ZA Generally available
United States en-US Generally available
French Canada  fr-CA Early preview
France fr-FR Early preview
German Germany  de-DE Early preview
Italian Italy it-IT Early preview
Japanese Japan ja-JP Early preview
Korean Korea ko-KR Preview
Polish Poland pl-PL Early preview
Portuguese Brazil  pt-BR Preview
Portugal pt-PT Preview
Spanish Spain es-ES Generally available
United States and Latin America es-US Generally available

Uses a third-party transcription engine to transcribe contact center voice interaction into text.

Language Region Language tag Supported
English United States en-US
Japanese Japan ja-JP

Classifies customer phrases as positive, negative, or neutral based on the words that are used.

Language Region Language tag Supported
English Australia  en-AU
Great Britain  en-GB
India en-IN
South Africa en-ZA
United States en-US
French Canada  fr-CA
France fr-FR
Spanish Spain es-ES
United States and Latin America es-US

Spot important phrases in interactions for analysis, search, and reporting.

Language Region Language tag Supported
Dutch Netherlands  nl-NL
English Australia  en-AU
Great Britain  en-GB
India en-IN
South Africa en-ZA
United States en-US
French Canada  fr-CA
France fr-FR
German Germany  de-DE
Italian Italy it-IT
Korean Korea ko-KR
Polish Poland pl-PL
Portuguese Brazil  pt-BR
Portugal pt-PT
Spanish Spain es-ES
United States and Latin America es-US

Discover topics and phrases of interest to add to your speech and text analytics program.

Language Region Language tag Supported
English Australia  en-AU
Great Britain  en-GB
India en-IN
United States en-US
United States en-ZA

A predefined message window and launcher button that customers use to interact with bots and agents.

Language Region Language tag Supported
Arabic Egypt ar
Chinese Simplified - People's Republic of China  zh-CN
Taiwan zh-TW
Czech Czechia cs
Danish Denmark da
Dutch Netherlands  nl
English United States en-US
Finnish Finland fi
French France fr
German Germany  de
Hebrew Israel he
Italian Italy it
Japanese Japan ja
Korean Korea ko
Norwegian Norway no
Polish Poland pl
Portuguese Brazil  pt-BR
Portugal pt-PT
Russian Russia ru
Spanish United States and Latin America es
Swedish Sweden  sv
Thai* Thailand th
Turkish Turkey tr

A tool to build bots within Architect and then integrate them into call, chat, and message flows.

Language Region Language tag Supported
English Australia  en-AU
Great Britain  en-GB
United States en-US
French Canada  fr-CA
France fr-FR
German Germany  de-DE
Italian Italy it-IT
Portuguese Brazil  pt-BR
Portugal pt-PT
Spanish Spain es-ES
United States and Latin America es-US

Analyze chat, message, and transcripts to determine customer intents and utterances.

Language Region Language tag Supported
English Australia  en-AU
Great Britain  en-GB
United States en-US
French Canada  fr-CA
France fr-FR
Spanish Spain es-ES
United States and Latin America es-US

A tool that allows knowledge authors to create and manage articles, refine the search process, and view performance.

Language Region Language tag Supported
English Australia  en-AU
Great Britain  en-GB
India en-IN
South Africa en-ZA
United States en-US
German Germany  de-DE
Spanish Spain es-ES
United States and Latin America es-US

A tool that allows knowledge authors to create and manage articles, refine the search process, and view performance.

Language Region Language tag Supported
Dutch Netherlands  nl
English Australia  en-AU
Canada en-CA
Great Britain  en-GB
Hong Kong en-HK
India en-IN
Ireland en-IE
New Zealand en-NZ
Philippines en-PH
Singapore en-SG
South Africa en-ZA
United States en-US
United Kingdom en-UK
French Belgium fr-BE
Canada  fr-CA
France fr-FR
Switzerland fr-CH
German Austria de-AT
Switzerland de-CH
Germany  de-DE
Italian Italy it-IT
Portuguese Brazil pt-BR
Portugal pt-PT
Spanish Argentina es-AR
Columbia es-CO
Mexico es-MX
United States es-US
Spain es-ES

Notes:
  • Genesys legacy TTS and ASR only: Due to language model size, when you enable the Japanese language, then you cannot use any other language than English. To request Japanese language support for your organization, contact Genesys Cloud Customer Care. This limitation does not affect Genesys enhanced TTS.
  • Support for Thai is limited.
  • For more information about enabling beta languages, contact Customer Care.

Keep in mind the following:

  • Genesys Cloud's IVR system audio files are contained in a library of provided prompts that you can use "out of the box" or updated by the flow author. These prompts cover standard sets of data, including dates, monetary, numbers, ordinals, and some phrases used by features for error handling (speech recognition errors). 
  • Analytics and keyword spotting are not currently available in Genesys Cloud.

Sublocale support

Genesys Cloud supports specific dialects with ASR and TTS for spoken words. However for written words, all varieties of a specified language, such as US and British English, use the same UI localization. Currently, the default standard is the US format (for example, DD/MM/YYYY and 12-hour clock), but future releases will include support for various date-time formats and "start of week" settings applicable to various sub regions.