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)
  • Hindi (beta)

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

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

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) and ringback: 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.
  • BYOT speech-to-text (STT): Converts audio into text 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 and agent empathy analysis: Sentiment analysis classifies customer phrases as positive, negative, or neutral based on the words that are used. Agent empathy analysis analyzes an agent's level of empathy and emotional intelligence during interactions with customers, and classifies agent phrases as empathetic or unhelpful based on the words that are used.
  • Sensitive data masking: Automatically redacts Payment Card Industry (PCI) data and Personally Identifiable Information (PII) data from recordings and transcripts.
  • 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.
  • Genesys Agent Copilot: A tool that enhances communication between the agent and the customer by determining customer intent and providing the relevant next best actions to the agent.
  • Genesys Virtual Agent: A tool that enables you to create an advanced conversational bot powered by Genesys AI that can handle customers the same way a human agent can.

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 dial-in menu for setting the voicemail greeting and PIN, and for accessing voicemail recordings.

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 ✓

Allows the agent to receive whisper audio, which lets them know what queue the caller entered before the agent connects to the call.

Language Region Language tag Supported
Afrikaans Afrikaans (Nambibia) af-NA ✓
Akan Akan ak-GH ✓
Arabic World ar-001 ✓
United Arab Emirates ar-AE ✓
Bahrain ar-BH ✓
Egypt ar-EG ✓
Israel ar-IL ✓
Jordan ar-JO ✓
Saudi Arabia ar-SA ✓
Tunisia ar-TN ✓
Bulgarian Bulgaria bg-BG ✓
Bengali India bn-IN ✓
Catalan Spain ca-ES ✓
Chinese Simplified - People's Republic of China  zh-CN ✓
Traditional - Hong Kong S.A.R. zh-HK ✓
Simplified - Macau SAR China zh-MO ✓
Taiwan zh-TW ✓
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 ✓
Kenya en-KE ✓
New Zealand en-NZ ✓
Philippines en-PH ✓
Singapore en-SG ✓
South Africa en-ZA ✓
United States en-US ✓
Estonian Estonia et-EE ✓
Finnish Finland fi-FI ✓
Filipino Philippines fil-PH ✓
French Belgium fr-BE ✓
Canada  fr-CA ✓
Côte d'Ivoire fr-CI ✓
France fr-FR ✓
Switzerland fr-CH ✓
German Austria de-AT ✓
Germany  de-DE ✓
Switzerland de-CH ✓
Georgian Georgia ka-GE ✓
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 ✓
Italian Italy it-IT ✓
Japanese Japan ja-JP ✓
Khmer Cambodia km-KH ✓
Kannada India kn-IN ✓
Kinyarwanda Rwanda rw-RW ✓
Korean  North Korea ko-KP ✓
Korea ko-KR ✓
Latvian Latvia lv-LV ✓
Lithuanian Lithuania lt-LT ✓
Malay Malaysia ms-MY ✓
Malayalam India ml-IN ✓
Marathi India mr-IN ✓
Norwegian Norway nb-NO ✓
Persian Afghanistan fa-AF ✓
Iran fa-IR ✓
Polish Poland pl-PL ✓
Portuguese Brazil  pt-BR ✓
Portugal pt-PT ✓
Romanian Romania ro-RO ✓
Russian Russia ru-RU ✓
Moldova ru-MD ✓
Serbian Cyrillic sr-RS ✓
Slovak Slovakia sk-SK ✓
Slovenian Slovenia sl-SI ✓
Spanish Argentina es-AR ✓
Bolivia es-BO ✓
Chile es-CL ✓
Colombia es-CO ✓
Costa Rica es-CR ✓
Dominican Republic es-DO ✓
Ecuador es-EC ✓
Spain es-ES ✓
Guatemala es-GT ✓
Mexico es-MX ✓
Nicaragua es-NI ✓
Panama es-PA ✓
Peru es-PE ✓
Paraguay es-PY ✓
El Salvador es-SV ✓
United States and Latin America es-US ✓
Uruguay es-UY ✓
Swahili Kenya sw-KE ✓
Tanzania sw-TZ ✓
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 India ur-IN ✓
Pakistan ur-PK ✓
Vietnamese Vietnam vi-VN ✓
Welsh United Kingdom cy-GB ✓

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 ✓
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 ✓
German Germany  de-DE ✓
Italian Italy it-IT ✓
Japanese* Japan ja-JP ✓
Portuguese Brazil  pt-BR ✓
Spanish Spain es-ES ✓
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 Slovakia sk-SK ✓
Slovenian Slovenia sl-SI ✓
Spanish Argentina es-AR ✓
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 ✓

Converts audio into text for playback within an Architect flow. For more information, see About speech-to-text (STT) engines.

STT integration Reference
Microsoft Azure Cognitive Services Speech-to-Text (STT) integration Microsoft Azure language and voice support for the Speech service
Google Cloud Speech-to-Text (STT) integration  Google Cloud Speech-to-Text supported languages

Uses Genesys native engine to transcribe contact center voice interactions into text.

Notes:
  • Punctuation and capitalization: All English dialects 
  • Genesys Cloud uses a generic global model to transcribe all Arabic dialects.
Language Region Language tag Supported
Arabic Arabic (world) ar-001 ✓*
United Arab Emirates ar-AE ✓*
Bahrain ar-BH ✓*
Egypt ar-EG ✓*
Israel ar-IL ✓*
Saudi Arabia ar-SA ✓*
Tunisia ar-TN ✓*
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 ✓*
Japanese Japan ja-JP ✓*
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 ✓

* Genesys is actively seeking audio data to train voice transcription for these specific languages. For more information or to express interest, contact your Genesys account team.

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

Language Region Language tag Supported
Afrikaans South Africa af-ZA ✓
Arabic United Arab Emirates ar-AE ✓
Bahrain ar-BH ✓
Egypt ar-EG ✓
Israel ar-IL ✓
Saudi Arabia ar-SA ✓
Tunisia ar-TN ✓
Czech Czechia cs-CZ ✓
Chinese Simplified - People's Republic of China (Mandarin) zh-CN ✓
Traditional - Hong Kong S.A.R. (Cantonese) zh-HK ✓
Taiwan zh-TW ✓
Danish Denmark da-DK ✓
Dutch Netherlands  nl-NL ✓
English Australia  en-AU ✓
Great Britain  en-GB ✓
Hong Kong en-HK ✓
Ireland en-IE ✓
India en-IN ✓
New Zealand en-NZ ✓
Singapore en-SG ✓
South Africa en-ZA ✓
United States en-US ✓
Finnish Finland fi-FI ✓
French Canada  fr-CA ✓
France fr-FR ✓
German Germany  de-DE ✓
Switzerland de-CH ✓
Greek Greece el-GR ✓
Hebrew Israel he-IL ✓
Hindi India hi-IN ✓
Hungarian Hungary hu-HU ✓
Italian Italy it-IT ✓
Japanese Japan ja-JP ✓
Korean Korea ko-KR ✓
Malay Malaysia ms-MY ✓
Norwegian Norway nb-NO ✓
Polish Poland pl-PL ✓
Portuguese Brazil  pt-BR ✓
Portugal pt-PT ✓
Russian Russia ru-RU ✓
Slovak Slovakia sk-SK ✓
Spanish Spain es-ES ✓
United States and Latin America es-US ✓
Swedish Sweden  sv-SE ✓
Vietnamese Vietnam vi-VN ✓
Zulu South Africa zu-ZA ✓

Sentiment analysis classifies customer phrases as positive, negative, or neutral based on the words that are used. Agent empathy analysis analyzes an agent's level of empathy and emotional intelligence during interactions with customers, and classifies agent phrases as empathetic or unhelpful based on the words that are used.

Language Language tag Supported
Arabic ar-001, ar-AE, ar-BH, ar-EG, ar-IL, ar-SA, ar-TN, and others ✓*
Chinese (Simplified) zh-CN ✓*
Chinese (Traditional) zh-HK, zh-TW, and others ✓*
Danish da-DK ✓*
Dutch nl-NL ✓*
Finnish fi-FI ✓*
English en-AU, en-GB, en-IN, en-US, en-ZA, and others ✓
French fr-CA, fr-FR, and others ✓
German de-DE, de-CH ✓*
Hebrew he-IL ✓*
Italian it-IT ✓*
Japanese ja-JP ✓*
Korean ko-KR ✓*
Norwegian nb-NO ✓*
Polish pl-PL ✓*
Portuguese pt-BR, pt-PT, and others ✓*
Spanish es-ES, es-US, and others ✓
Swedish sv-SE ✓*

* Genesys accepts data for training sentiment and agent empathy models to improve accuracy across all dialects, but more specifically the indicated dialect. For more information or to express interest, contact your Genesys account team.

Automatically redacts Payment Card Industry (PCI) data and Personally Identifiable Information (PII) data from recordings and transcripts.

Note: Sensitive data masking supports voice interactions only. Digital interactions are not currently supported.

Language Region Language tag Supported 
English Australia  en-AU ✓
Canada en-CA ✓
New Zealand en-NZ ✓
United States en-US ✓
United Kingdom en-UK ✓
Dutch Netherlands  nl-NL ✓
French Canada fr-CA ✓*
France fr-FR ✓*
German Germany  de-DE ✓
Switzerland de-CH ✓
Italian Italy it-IT ✓*
Portuguese Brazil  pt-BR ✓
Portugal pt-PT ✓
Spanish Spain es-ES ✓
United States and Latin America es-US ✓

* Genesys accepts data for training sensitive data masking models to improve accuracy across all dialects, but more specifically the indicated dialect. For more information or to express interest, contact your Genesys account team.

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

Language Region Language tag Supported
Arabic Modern Standard Arabic ar-001 ✓
United Arab Emirates ar-AE ✓
Bahrain ar-BH ✓
Egypt ar-EG ✓
Israel ar-IL ✓
Saudi Arabia ar-SA ✓
Tunisia ar-TN ✓
Chinese Cantonese zh-HK ✓
Mandarin zh-CN ✓
Taiwan zh-TW ✓
Danish Denmark da-DK ✓
Dutch Netherlands  nl-NL ✓
English Australia  en-AU ✓
China en-HK ✓
Great Britain  en-GB ✓
Hong Kong en-HK ✓
India en-IN ✓
Ireland en-IE ✓
New Zealand en-NZ ✓
Singapore en-SG ✓
South Africa en-ZA ✓
United States en-US ✓
Finnish Finland fi-FI ✓
French Canada  fr-CA ✓
France fr-FR ✓
German Germany  de-DE ✓
Switzerland de-CH ✓
Hebrew Israel he-IL ✓
Italian Italy it-IT ✓
Japanese Japan ja-JP ✓
Korean Korea ko-KR ✓
Norwegian Norway nb-NO ✓
Polish Poland pl-PL ✓
Portuguese Brazil  pt-BR ✓
Portugal pt-PT ✓
Spanish Spain es-ES ✓
United States and Latin America es-US ✓
Swedish Sweden  sv-SE ✓

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 ✓
South Africa en-ZA ✓
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 ✓

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 ✓
Taiwan zh ✓
Czech Czechia cs ✓
Danish Denmark da ✓
Dutch Netherlands  nl ✓
English United States en ✓
Estonian Estonia et ✓
Finnish Finland fi ✓
French France fr ✓
German Germany  de ✓
Hebrew Israel he ✓
Italian Italy it ✓
Japanese Japan ja ✓
Korean Korea ko ✓
Latvian Latvia lv ✓
Lithuanian Lithuania lt ✓
Norwegian Norway no ✓
Polish Poland pl ✓
Portuguese Brazil  pt ✓
Portugal 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
Arabic United Arab Emirates ar-AE ✓
Basque* European Union eu-ES ✓
Catalan Spain ca-ES ✓
Chinese* Simplified/Mandarin zh-CN ✓
Traditional/Cantonese zh-HK ✓
Traditional/Mandarin zh-TW ✓
English Australia  en-AU ✓
Great Britain  en-GB ✓
Ireland en-IE ✓
New Zealand en-NZ ✓
United States en-US ✓
South Africa en-ZA ✓
Danish* Denmark da-DK ✓
Dutch Netherlands  nl-NL ✓
Finnish* Finland fi-FI ✓
French Canada  fr-CA ✓
France fr-FR ✓
German Germany  de-DE ✓
Switzerland de-CH ✓
Italian Italy it-IT ✓
Japanese Japan ja-JP ✓
Korean* Korea ko-KR ✓
Norwegian* Norway nb-NO ✓
Polish* Poland pl-PL ✓
Portuguese Brazil  pt-BR ✓
Portugal pt-PT ✓
Swedish* Sweden  sv-SE ✓
Spanish Mexico es-MX ✓
Spain es-ES ✓
United States and Latin America es-US ✓
Turkish* Turkey tr-TR ✓

Notes:
  • An asterisk (*) denotes partial NLU support: Some features are not yet supported, such as intent classification or specific built-in entity types.

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

Language Region Language tag Supported
Arabic United Arab Emirates ar-AE ✓
Basque* European Union eu-ES ✓
Catalan Spain ca-ES ✓
Chinese* Simplified/Mandarin zh-CN ✓
Traditional/Cantonese zh-HK ✓
Traditional/Mandarin zh-TW ✓
English Australia  en-AU ✓
Great Britain  en-GB ✓
Ireland en-IE ✓
New Zealand en-NZ ✓
United States en-US ✓
South Africa en-ZA ✓
Danish* Denmark da-DK ✓
Dutch Netherlands  nl-NL ✓
Finnish* Finland fi-FI ✓
French Canada  fr-CA ✓
France fr-FR ✓
German Germany  de-DE ✓
Switzerland de-CH ✓
Italian Italy it-IT ✓
Japanese Japan ja-JP ✓
Korean* Korea ko-KR ✓
Norwegian* Norway nb-NO ✓
Polish* Poland pl-PL ✓
Portuguese Brazil  pt-BR ✓
Portugal pt-PT ✓
Swedish* Sweden  sv-SE ✓
Spanish Mexico es-MX ✓
Spain es-ES ✓
United States and Latin America es-US ✓
Turkish* Turkey tr-TR ✓

Notes:
  • An asterisk (*) denotes partial NLU support: Some features are not yet supported, such as intent classification or specific built-in entity types.

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

Language Region Language tag Supported
Arabic United Arab Emirates ar-AE ✓
English Australia  en-AU ✓
Great Britain  en-GB ✓
India en-IN ✓
United States en-US ✓
South Africa en-ZA ✓
French Canada  fr-CA ✓
France fr-FR ✓
German Germany  de-DE ✓
Portuguese Brazil  pt-BR ✓
Portugal pt-PT ✓
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 Status
Arabic United Arab Emirates ar-AE ✓ Generally available
Catalan Spain ca-ES ✓ Generally available
Chinese Mandarin zh-CN ✓ Generally available
Taiwan zh-TW ✓ Generally available
Danish Denmark da-DK ✓ Generally available
Dutch Netherlands  nl-NL ✓ Generally available
English Australia  en-AU ✓ Generally available
Canada en-CA ✓ Generally available
Great Britain  en-GB ✓ Generally available
Hong Kong en-HK ✓ Generally available
India en-IN ✓ Generally available
Ireland en-IE ✓ Generally available
New Zealand en-NZ ✓ Generally available
Philippines en-PH ✓ Generally available
Singapore en-SG ✓ Generally available
South Africa en-ZA ✓ Generally available
United States en-US ✓ Generally available
United Kingdom en-UK ✓ Generally available
Finnish Finland fi-FI ✓ Generally available
French Belgium fr-BE ✓ Generally available
Canada  fr-CA ✓ Generally available
France fr-FR ✓ Generally available
Switzerland fr-CH ✓ Generally available
German Austria de-AT ✓ Generally available
Switzerland de-CH ✓ Generally available
Germany  de-DE ✓ Generally available
Hindi India hi-IN ✓ Generally available
Hungarian Hungary hu-HU ✓ Generally available
Italian Italy it-IT ✓ Generally available
Japanese Japan jp-JP ✓ Generally available
Korean Korea ko-KR ✓ Generally available
Norwegian Norway nb-NO ✓ Generally available
Polish Poland pl-PL ✓ Generally available
Portuguese Brazil pt-BR ✓ Generally available
Portugal pt-PT ✓ Generally available
Spanish Argentina es-AR ✓ Generally available
Columbia es-CO ✓ Generally available
Mexico es-MX ✓ Generally available
United States es-US ✓ Generally available
Swedish Sweden sv-SE ✓ Generally available
Thai Thailand th-TH ✓ Generally available
Turkish Turkey tr-TR ✓ Generally available
Ukrainian Ukraine uk-UA ✓ Generally available
Vietnamese Vietnam vi-VN ✓ Generally available

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.

Language Region Language tag Supported knowledge surfacing digital  Supported Summary Digital Supported knowledge surfacing voice Supported Summary Voice
Arabic United Arab Emirates ar-AE ✓
Dutch Netherlands  nl-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 ✓ ✓ ✓ ✓
Spanish en-ES ✓ ✓
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 ✓ ✓ ✓ ✓
Japanese Japan jp-JP ✓ ✓ ✓ ✓
Portuguese Brazil pt-BR ✓ ✓ ✓ ✓
Portugal pt-PT ✓
Spanish Argentina es-AR ✓ ✓
Columbia es-CO ✓ ✓
Mexico es-MX ✓ ✓
United States es-US ✓ ✓ ✓ ✓
Spain es-ES ✓ ✓ ✓ ✓

**Supported in outbound conversations.

A tool that enhances communication between the agent and the customer by determining customer intent and providing the relevant next best actions to the agent.

Language Region Language tag Knowledge surfacing Knowledge surfacing answer highlight Intent-based NBA  Summarization Advanced summarization Wrap-up code prediction AI generated answers for manual search
English Australia  en-AU ✓ ✓ ✓ ✓ ✓ ✓ ✓
Great Britain  en-GB ✓ ✓ ✓ ✓ ✓ ✓ ✓
United States en-US ✓* ✓ ✓* ✓* ✓ ✓ ✓
Dutch• Netherlands  nl-NL ✓ ✓ ✓ ✓ ✓ ✓ ✓
French• Canada  fr-CA ✓ ✓ ✓ ✓ ✓ ✓ ✓
France fr-FR ✓ ✓ ✓ ✓ ✓ ✓ ✓
German• Germany  de-DE ✓ ✓ ✓ ✓ ✓ ✓ ✓
Italian• Italy it-IT Roadmap Roadmap Roadmap Roadmap Roadmap Roadmap Roadmap
Japanese• Japan jp-JP ✓ ✓ ✓ ✓ ✓ ✓ ✓
Portuguese• Brazil pt-BR ✓ ✓ ✓ ✓ ✓ ✓ ✓
Portugal pt-PT Roadmap Roadmap Coming soon Coming soon Roadmap Roadmap Roadmap
Spanish• United States es-US ✓ ✓ ✓ ✓ ✓ ✓ ✓
Spain es-ES ✓ ✓ ✓ ✓ ✓ ✓ ✓

*Supported in outbound conversations.

In case of • dialects, Genesys Cloud recommends that you use extended voice transcription service for optimal Agent Copilot performance.

A tool that enables you to create an advanced conversational bot powered by Genesys AI that can handle customers the same way a human agent can.

Language Region Language tag Knowledge content search Knowledge surfacing answer highlight AI-generated intents and utterances  AI-powered summarization Wrap-up code prediction
English Australia  en-AU   ✓ ✓ ✓ ✓
Great Britain  en-GB   ✓ ✓ ✓ ✓
Ireland en-IE ✓
New Zealand en-NZ ✓
United States en-US   ✓ ✓ ✓ ✓
South Africa en-ZA ✓
Dutch Netherlands  nl-NL ✓ ✓ ✓ ✓
French Canada  fr-CA ✓ ✓ ✓ ✓
France fr-FR ✓ ✓ ✓ ✓
German Germany  de-DE ✓ ✓ ✓ ✓
Japanese Japan ja-JP ✓ ✓ ✓ ✓
Portuguese Brazil pt-BR ✓ ✓ ✓ ✓
Spanish 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.