FAQs: Extended Voice Transcription Services (EVTS)
What Azure regions map to AWS for Extended Voice Transcription Service?
Genesys Cloud Extended Voice Transcription Service provides support for many Azure regions. For more information, see Azure regions for Extended Voice Transcription Services.
Voice transcription – How much does Extended Voice Transcription Services cost?
Extended Voice Transcription Services is billed based on per minute usage. For every minute of voice transcription that occurs through Extended Voice Transcription Services, your organization will be billed based on your billed currency.
- Under Voice transcription (legacy) (GC-170-NV-VTFAIRUSEO) EVTS has no fair use allocation. Billing occurs once EVTS is used.
- Under Voice transcription (GC-170-NV-VOICETRANSCRIPTION) EVTS and native has a fair use allocation.
- EVTS is available for Genesys Cloud CX 1 and Genesys Cloud CX 2 Orgs as long as the Genesys Cloud CX 1 WEM Add-on II or Genesys Cloud CX 2 WEM Add-on I is enabled. When using EVTS, transcribed users will not be billed for Genesys Cloud CX 1 WEM Add-on II or Genesys Cloud CX 2 WEM Add-on I provided that Topic Spotting is not enabled for those interactions.
| USD | CAD | AUD | NZD | GBP | EUR | BRL | JPY | ZAR |
|---|---|---|---|---|---|---|---|---|
| 0.0100 | 0.0110 | 0.0130 | 0.0140 | 0.0070 | 0.0080 | 0.0400 | 1.2000 | 0.1420 |
For more information, see Genesys Cloud fair use policy and Genesys Cloud pricing and concurrency update.
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 third party to generate voice transcripts. Currently, these Extended Voice Transcription Services are provided by Microsoft through their Azure Speech-to-Text offering. As part of this combined offering, Genesys ensures data security in the following ways:
Note: Genesys Cloud is transitioning the Extended Voice Transcription Services engine from Microsoft Azure to AWS Transcribe. Impacted organizations will receive advance notice prior to any changes./bs_well]- Azure Speech-to-Text does not store any audio or transcription data at rest. All data in-transit is encrypted. For more information, see Microsoft Data and Privacy for Speech-to-Text.
- The media sent to Azure Speech-to-Text services is processed only in Azure’s server memory and no data is stored at rest by the third party.
- Once transcribed, all transcripts are encrypted and safely stored within Genesys Cloud.
- All media sent to a third party is encrypted using TLS.
- Transcripts created by Extended Voice Transcription and recorded interactions are stored by Genesys Cloud using the same type of encryption.
For more information, see Recording encryption key overview, Understand voice transcripts, and Azure regions for Extended Voice Transcription Services.
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 can provide access to additional dialects and languages.
- EVTS uses a non-customizable transcription model. Customization is only available with Genesys Voice Transcription.
- For non-Genesys Cloud CX 3 customers (in addition to EVTS charges), the customer will also be billed for WEM Add-on when Topic Spotting is used.
For more information about EVTS, see:
- Voice transcription – How much does Extended Voice Transcription Services cost?
- Voice transcription – How does Extended Voice Transcription Services provide customer data security?
- Voice transcription – Is voice transcription supported using third parties such as Amazon, Google, or Microsoft?
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 Transcription Services (EVTS) as an alternative to voice transcription. The underlying provider for Extended Voice Transcription Services can be either Microsoft Azure Speech-to-Text, or AWS Transcribe.
EVTS provides customers with additional language support beyond the Genesys Cloud native transcription engine, and a choice between the engines when transcribing voice interactions.
For other voice transcription providers such as Google, you must integrate using existing AudioHook and Transcription connector capabilities.
For more information, see: About AudioHook Monitor, and Voice transcription – What is the difference between Genesys Cloud Voice Transcription and Extended Voice Transcription Services.