Genesys Cloud supported languages

Genesys Cloud user interface language support

The Genesys Cloud user interface is available in these languages:

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 default 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.
• Transcript translation: On demand translation of voice and digital voice transcripts.
• 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.
• AI Studio: A tool that enables you to create an advanced conversational bot powered by Genesys AI that can respond intelligently to customer context, adapt their behavior dynamically, and act more naturally within conversations. Includes:
  • AI Guides: A tool that enables you to create an advanced, conversational bot powered by Genesys AI that can respond intelligently to customer context, adapt their behavior dynamically, and act more naturally within conversations.
  • Custom summaries:  As an organization, you can use customization to match your own writing style and easily capture business-relevant information. The customization capabilities encompass important dimensions, including conciseness, format, Personally Identifiable information (PII) redaction, custom insights about the conversation.
• Virtual Supervisor and Copilot: Automated, AI-generated capabilities that enable you to understand agent performance and either receive next best action recommendations or follows a meaningful action. Includes AI scoring, AI summaries, and AI insights. Transcript translation is part of Virtual Supervisor and Copilot.

For a list of supported call analysis languages for outbound campaigns, see Supported call analysis regions.

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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.

Workforce management agents

Genesys Cloud supports sublocale, where the language setting, along with your browser’s preferred locale setting, determines the format that interfaces use to display dates. For example, the date, time, and language setting with Genesys Cloud set to English and a browser configuration for English (United Kingdom) displays date and time in the format dd/mm/yyyy format. Similarly, for English language and browser configuration for English (United States) displays in the format mm/dd/yyyy. If your browser language setting does not match or is not a sublocale of your Genesys Cloud language setting, the dates appear according to the Genesys Cloud setting.