FAQs: Voice transcription
If a user clicks the button to translate an interaction into Spanish, closes the interaction, and then reopens it later to translate into Spanish again, is that counted as one translation or two?
It is counted as one translation. If the same language pair is… [More]
If another user opens the same interaction and translates it to Portuguese instead of Spanish, is that counted as one translation or two?
It is counted as two translations, since each unique language pair is… [More]
Licensing and costs – Are there any additional costs when voice transcription is enabled?
Voice transcription is a speech and text analytics feature and it is… [More]
Licensing and costs – Can voice transcription usage be monitored?
Currently, voice transcription usage cannot be monitored externally. Genesys does measure voice… [More]
Voice transcription – Are interaction transcripts encrypted when stored in the cloud?
Interaction transcripts are encrypted and safely stored to protect them from unauthorized… [More]
Voice transcription – Best practices when setting up voice transcription
To set up voice transcription, best practice recommends that you follow these… [More]
Voice transcription – Can I download a voice transcript?
You can export transcripts from one or more interactions using the speech… [More]
Voice transcription – How does Extended Voice Transcription Services – Azure provide customer data security?
Extended Voice Transcription Services streams media outside of Genesys Cloud to a… [More]
Voice transcription – How much does Extended Voice Transcription Services or Native Voice Transcription cost?
Extended Voice Transcription Services (EVTS) and Native Voice Transcription are billed on… [More]
Voice transcription – Is voice transcription supported using third parties such as Amazon, Google, or Microsoft?
Genesys Cloud uses its own native transcription engine and includes Extended Voice… [More]
Voice transcription – What is the accuracy of voice transcription and how do I increase it by including brand names, acronyms or internal terminology?
Genesys Cloud’s voice transcription accuracy is comparable to that of other leading… [More]
Voice transcription – What is the difference between Genesys Cloud Voice Transcription and Extended Voice Transcription Services?
Both Genesys Cloud Voice Transcription and Extended Voice Transcription Services (EVTS) can… [More]
Voice transcription – What is the expected latency and level of accuracy for voice transcription?
Within Genesys Cloud, audio is transcribed in near real time, within seconds,… [More]
Voice transcription – What makes Genesys voice transcription unique and better than third parties?
The language model used within the Genesys voice transcription capability is trained based on contact center conversations. … [More]
Voice transcription – When I play back a recording the transcript time and the audio are not synchronized. What should I do?
Interaction player and transcription synchronization mismatches occur when there is a clock… [More]
Voice transcription – Why are there so many ellipses (…) in my voice transcriptions instead of words?
The transcription confidence filter dictates the frequency of finding ellipses (…), in… [More]
