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 transcribe voice interactions.  

The differences between Genesys Cloud Voice Transcription and Extended Voice Transcription Services (EVTS) are summarized in the following list.

  • EVTS extends Genesys Cloud’s own native transcription.
  • EVTS uses third party transcription services and may have different performance attributes.
  • EVTS uses Microsoft Azure Speech-to-Text as the underlying provider. Integration is performed directly from Genesys Cloud to Azure.
  • EVTS can provide access to additional dialects and languages.
  • EVTS is charged based on a price per minute of transcription usage.
  • EVTS uses a non-customizable transcription model. Customization is only available with Genesys Voice Transcription.
  • For non-GC3 customers (in addition to EVTS charges), the customer will also be billed for WEM Add-on when Topic Spotting is used.

Note: During call segments, WEM voice transcription may use transcripts using Google Dialogflow.  For more information, see Agent Assist overview.   

For more information about EVTS, see: