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.
Note: Extended Voice Transcription Services incur an additional cost per minute and require registration through Genesys AppFoundry.
Language
Region
Language tag
Supported
Afrikaans
South Africa
af-ZA
✓
Arabic
United Arab Emirates
ar-AE
✓
Bahrain
ar-BH — > ar-AE
✓
Egypt
ar-EG — > ar-SA
✓
Israel
ar-IL — > ar-SA
✓
Saudi Arabia
ar-SA
✓
Tunisia
ar-TN— > ar-SA
✓
Basque
European Union
eu-ES
✓
Catalan
Spain
ca-ES
✓
Croatian
Croatia
hr-HR
✓
Czech
Czechia
cs-CZ
✓
Chinese
Simplified – People’s Republic of China (Mandarin)
zh-CN
✓
Traditional – Hong Kong S.A.R. (Cantonese)
zh-HK
✓
Taiwan
zh-TW
✓
Danish
Denmark
da-DK
✓
Dutch
Netherlands
nl-NL
✓
English
Ireland
en-IE
✓
India
en-IN
✓
New Zealand
en-NZ
✓
South Africa
en-ZA
✓
Finnish
Finland
fi-FI
✓
French
Canada
fr-CA
✓
France
fr-FR
✓
Galician
Spain
gl-ES
✓ (voice only)
German
Germany
de-DE
✓
Switzerland
de-CH
✓
Greek
Greece
el-GR
✓
Hebrew
Israel
he-IL
✓
Hindi
India
hi-IN
✓
Hungarian
Hungary
hu-HU
✓
Italian
Italy
it-IT
✓
Japanese
Japan
ja-JP
✓
Korean
Korea
ko-KR
✓
Latvian
Lativia
lv-LV
✓
Malay
Malaysia
ms-MY
✓
Norwegian
Norway
nb-NO— > no-NO
✓
Polish
Poland
pl-PL
✓
Portuguese
Brazil
pt-BR
✓
Portugal
pt-PT
✓
Romanian
Romania
ro-RO
✓
Russian
Russia
ru-RU
✓
Serbian
Cyrillic
sr-RS
✓
Slovak
Slovakia
sk-SK
✓
Spanish
Spain
es-ES
✓
Swedish
Sweden
sv-SE
✓
Tagalog
Philippines
tl-PH
✓
Thai
Thailand
th-TH
✓
Turkish
Turkey
tr-TR
✓
Ukrainian
Ukraine
uk-UA
✓
Vietnamese
Vietnam
vi-VN
✓
Zulu
South Africa
zu-ZA
✓
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