Genesys Cloud – Extended voice transcription services provider transition

In a future release, Genesys Cloud will complete the transition of Extended Voice Transcription Services (EVTS) to Amazon Transcribe for all supported languages. As part of this update, Amazon Transcribe will become the sole transcription provider for EVTS. Today, EVTS uses a mix of Microsoft Azure Transcription and Amazon Transcribe. With this update, Genesys Cloud will exclusively use Amazon Transcribe for EVTS while preserving existing analytics behavior and customer experiences. Customers who currently use EVTS and have questions about the transition or timing should contact their Customer Success Manager (CSM) for guidance.

What’s changing

• Amazon Transcribe becomes the default and only provider for EVTS-supported languages
• EVTS transcription is fully standardized on Amazon Transcribe
• No immediate configuration changes are required for most customers

What’s not changing

• Genesys Cloud continues to offer both native transcription and EVTS
• Supported languages and dialect coverage remains the same or improves over time
• Existing features that rely on EVTS, such as Speech and Text Analytics, sentiment analysis, topic detection, and agent copilot, continue to function as they do today

Why this change is beneficial

• Improves consistency across regions by standardizing on a single EVTS provider
• Supports broader language coverage beyond native transcription capabilities
• Simplifies long-term service management and operational support