Text-to-speech (TTS) engines overview


Prerequisites

Note: The organization's default text-to-speech (TTS) engine is Genesys TTS. To access additional third-party TTS engines in Architect, first obtain them from the Genesys AppFoundry. Then, configure them in PureCloud. For more information, see About text-to-speech (TTS) engines.

PureCloud includes a default Genesys TTS engine that includes voice and language options. However, you can add third-party TTS engine integrations and then select voice and language options. These integrations expand language options and enable you to select a TTS voice for the organization, serving callers across built-in applications with the most appropriate voice.

In addition, Architect can now integrate with these third-party solutions for text-to-speech playback on a per-flow basis. For a specific flow, you can also configure TTS engine and voice options for each language you include in the flow. 

Notes:
  • Because not all TTS engines operate the same way, Genesys and third-party TTS engine playback performance may vary depending on language, dialect, and voice. Perform testing to ensure you find the best solution for your use case, or contact your solutions consultant. For more information on third-party TTS engine performance, see Test your third-party TTS engine playback.
  • Only PCI-certified third-party solutions are available in Architect secure call flows. Secure call flows can only use the Genesys TTS engine, Amazon Polly, or Google Cloud Text-to-Speech.
Warning: Use caution when deactivating a third-party TTS engine integration. Currently, an administrator can deactivate a third-party TTS engine in PureCloud without a dependency check when the TTS engine is the default engine for the organization or selected in a flow.

If an administrator deactivates a third-party TTS engine chosen as the default TTS engine for the organization or any flows, the system defaults to the Genesys TTS engine for supported languages. If Genesys TTS does not support the language, then the text-to-speech string does not play at call flow runtime. For more information, see Search for flows that use a TTS engine.