Genesys Cloud supported languages

Genesys Cloud user interface language support

The Genesys Cloud user interface is available in these languages:

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

Genesys Cloud additional features language support

The following tables list 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 dial-in menu for setting the voicemail greeting and PIN, and for accessing voicemail recordings.
• Whisper audio: Allows the agent to receive whisper audio, which lets them know what queue the caller entered before the agent connects to the call.
• 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.
• Genesys Digital Bot Flows: A tool to build bots within Architect and then integrate them into chat, email, 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.
• Genesys Agent Assist: A tool that enables agents to offer potential answers to customer questions, either based on the content of the chat conversation or by manual search.
• Sensitive data masking: In speech and text analytics with voice transcription for an interaction in Genesys Cloud, redact sensitive information from call recordings or voice transcripts.

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

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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.