FAQs: Voice transcription

It is counted as two translations, since each unique language pair is counted separately.

Extended Voice Transcription Services (EVTS) and Native Voice Transcription are billed on a per-minute basis.

Regardless of the transcription engine used, the cost for Voice Transcription is the same and is billed in the currency of your contract.

Depending on your organization’s Voice Transcription offer, a fair use allocation will be included. The following table shows the latest pricing for both EVTS and Native Voice Transcription:

As noted above, your organization will have a fair use allocation for Native Voice Transcription, EVTS, or both, depending on the offer available to you.

Voice transcription offers

There are two Voice Transcription offers in Genesys Cloud:

• Voice Transcription (Native and Extended) consists of one SKU (this is the default offer):
  • GC-170-NV-VOICETRANSCRIPTION
• Voice Transcription (Legacy) consists of the following SKUs (this offer is not available for new contracts):
  • GC-170-NV-VTFAIRUSEO
  • GC-170-NV-EVTS

An organization can only subscribe to one of these offers at a time, not both.

Fair use allocation

• Under the Voice Transcription (Native and Extended) offer (GC-170-NV-VOICETRANSCRIPTION), EVTS and Native Voice Transcription share a combined fair use allocation. This ensures consistent global support for a wide range of dialects and languages. See the Genesys Cloud fair use policy for details about current allocations.

• Under the Voice Transcription (Legacy) offer (GC-170-NV-VTFAIRUSEO and GC-170-NV-EVTS), EVTS does not include a fair use allocation and is billed from the first minute of use. Native Voice Transcription does include a fair use allocation, as defined in the Genesys Cloud fair use policy.

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:

• 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.

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?

Interaction transcripts are encrypted and safely stored to protect them from unauthorized access.  Transcripts are encrypted with AES 256-bit encryption using customer/organization-specific encryption keys.  For more information, see Encryption key overview.

An organization may choose to make transcripts searchable as a part of the content search feature.  In this case, transcript information is indexed in this search cluster using a Genesys Cloud-wide encryption key, not an organization-specific encryption key.

Voice transcription is a speech and text analytics feature and it is included as part of the Genesys Cloud CX 1 WEM Add-on II or Genesys Cloud CX 2 WEM Add-on I, and Genesys Cloud CX 3 license. A fair use policy is in place for voice transcription that allows customers to use an allocated number of transcribed audio minutes, per Genesys Cloud user, per month, without incurring additional costs.

For more information, see: Fair use voice transcription charges, and Voice transcription – How much does Extended Voice Transcription Services or Native Voice Transcription cost?.

To set up voice transcription, best practice recommends that you follow these steps:

1. Determine whether or not your organization will benefit from transcribing all agent interactions or only a specific set of lines of business.
2. Enable voice transcription. For more information, see Speech and text analytics settings.
3. Determine the best way to identify specific agents. Should you target specific queues, or should you create an Architect flow action?
4. Create a program and set it as the default program. For more information, see Work with a program and Speech and text analytics settings.
5. Assign the default program to the queues and/or flows that should have transcription enabled.

You can export transcripts from one or more interactions using the speech and text analytics API.

Also, a transcript can be copied manually from the Interaction Details page by clicking the Copy Transcript option in the top right corner of the transcript. For more information, see Work with a digital transcript.

For more information, see Speech and text analytics API.

Currently, voice transcription usage cannot be monitored externally. Genesys does measure voice transcription usage internally and contacts customers who are nearing their usage limit.

Since voice transcription usage is not available externally, Genesys exercises leniency when a customer goes over the allotted transcription usage quota, and provides the necessary time required to adjust their usage.

For more information, see View your billing and usage summary.