Genesys Cloud system requirements

AI-generated summary

Genesys Cloud requires a 64-bit operating system with 4 GB RAM minimum (8 GB recommended), a dual-core processor, and 400 MB hard drive space for the desktop application, supporting Mac OS (two versions previous to current release) and Windows 11 for desktop deployment, while the web application functions on any desktop operating system with a supported browser, including Linux and Chrome OS. JavaScript must be enabled, and minimum screen resolution is 1024 x 768 pixels, with workforce management interfaces requiring 1366 x 768 and Main Forecast optimized for 1920 x 1080 resolution. Browser support varies by feature across Chrome, Edge, Firefox, and Safari, with Chrome and Edge requiring current or recent major releases with automatic updates, Firefox supporting current release or one version previous, and Safari offering limited support excluding video chat, screen sharing, WebRTC phone, Background Assistant, and screen recording playback. Internet Explorer compatibility mode is unsupported. Genesys Cloud Background Assistant operates exclusively on Windows 11 and requires continuous updates with current Chromium versions. Multi-tab browser usage may cause connection issues when Genesys Cloud is inactive; disabling browser sleep mode mitigates this risk. The system supports Virtual Desktop Infrastructure (VDI) environments, with Genesys recommending physical phones or WebRTC phones with the WebRTC Media Helper for optimal telephony performance. Screen recording in VDI environments requires either the Genesys Cloud Desktop App or web browser deployment with the Genesys Cloud Background Assistant. WebRTC traffic in VDI environments creates significant performance impacts due to real-time processing requirements. Genesys recommends exceeding minimum specifications when using resource-intensive features such as WebRTC voice and video, third-party applications, multi-monitor screen recording, or multiple contextual panels. Multiple simultaneous logins to the same account are not recommended due to potential operational issues. Antimalware protection is advised for all Genesys Cloud-enabled devices, and some antivirus software performing real-time HTTPS and audio packet inspection may impact WebRTC audio quality. Desktop applications support only the latest version for both Mac and Windows, with Genesys updating to the latest Chromium Embeddable Framework (CEF) major version within 30 days of availability. Video chat functionality is available in desktop and browser applications with bandwidth requirements ranging from 32kbps for voice-only calls to 2mbps for HD video, accommodating up to 12 participants. Screen sharing functionality is available across Chrome, Firefox, Microsoft Edge Chromium, and the desktop application, enabling users to share screens, specific windows, or entire desktops. Mobile applications—Genesys Cloud Collaborate, Genesys Insights, Genesys Tempo, and Genesys Cloud Associate—support iOS devices running one version previous to current and Android devices up to four years previous to current OS versions. Genesys Messenger for web messaging requires current or recent browser versions across desktop platforms (Edge, Chrome, Firefox, Safari) and mobile platforms (Chrome on Android, Safari on iOS). The Genesys Cloud user interface is available in 25 languages including English, Spanish, French, German, Chinese (Simplified and Traditional), Japanese, Korean, Arabic, and Hebrew, with Tier 1 languages including Arabic (United Arab Emirates), English (Australia, Great Britain, United States), Dutch (Netherlands), French (Canada, France), German (Germany, Switzerland), Hindi (India), Japanese (Japan), Korean (Korea), Portuguese (Brazil), and Spanish (Spain, United States/LATAM), while all other languages are classified as Tier 2 with limited support. Browser translation features should be disabled to ensure proper UI element display. Users can modify language preferences through Windows desktop app or web browser settings. Genesys Cloud provides language support for specific features including IVR system prompts supporting 15 languages across multiple regions; EWT (Estimated Wait Time), PIQ (Position in Queue), and caller collect input verification delivering audio playback across 15 languages; and TUI (Telephony User Interface) and ringback functionality for voicemail greeting configuration. Text-to-speech (TTS) capabilities currently utilize a single female voice per language without support for multiple genders or voice characters. Ringback audio that callers hear before agent connection is available in nine languages including English, French, German, Spanish, and Chinese. Whisper audio functionality enables agents to receive queue information before connecting to calls, supporting over 70 languages and regional variants across Africa, Asia, Europe, the Middle

The system requirements detail the browsers, operating systems, hardware, and other components supported by Genesys Cloud.

Note: Be sure to check out the article for detailed information on the ports and services that you’ll need to configure on your company firewall to effectively use Genesys Cloud.

System requirementsClick to expand

64-bit operating system
4 GB RAM minimum (8 GB RAM recommended)
Dual-core processor
400 MB hard drive space (required to install the desktop app)
For the desktop app, one of the following operating systems:
- Mac OS — two versions previous to the current release
- Windows 11

For the web app: Any desktop operating system that meets the other system requirements and can install a supported web browser, such as Linux and Chrome OS.

Additional requirements

JavaScript must be enabled
Minimum screen resolution: 1024 x 768

Notes:

Genesys recommends against multiple simultaneous logins to the same Genesys Cloud account. For example, the same account logged in to multiple tabs or browsers, the same account logged in to the desktop app and in a browser, or the same account logged in to different computers at the same time. For more information, see the FAQ Why do multiple concurrent Genesys Cloud logins cause problems?
Genesys recommends that PCs exceed the minimum system requirements when WebRTC voice, video, or third-party resource-intensive software is used. For example, third-party applications can be more resource-intensive than Genesys Cloud. Since the type and number of additional applications in any machine is different, Genesys cannot provide specific guidance. The best approach is experimentation with the desired agent configuration to ensure that the machine has enough CPU, memory, and networking to support all applications comfortably.
Genesys recommends that each Genesys Cloud-enabled device or computer includes antimalware protection. For more information, see Malware and antispam protection best practices.
Some antivirus software runs real-time inspection on HTTPS and audio packets, and may lower the audio quality of WebRTC.
For Genesys Cloud embedded clients, the minimum system requirements are based on the host or browser running the client, and vary based on the implementation. For more information, see Browser requirements for the Genesys Cloud embedded clients.
Genesys recommends that PCs exceed the minimum system requirements when screen recording is enabled for a desktop with multiple monitors, to successfully handle recording multiple concurrent digital interactions. For more information, see Multi-monitor screen recording.
Genesys recommends that PCs exceed the minimum system requirements when using the multiple contextual panels feature. For more information, see Navigate the Agent Workspace.

Virtual Desktop Infrastructure (VDI) supportClick to expand

Genesys Cloud telephony

For best results, Genesys recommends that customers using VDI have a telephony configuration using either physical phones or WebRTC phones along with the WebRTC Media Helper. For more information, see About WebRTC Media Helper.

Desktop	Physical phone	WebRTC phone
Virtual Desktop	Yes	Yes^*
Physical Desktop	Yes	Yes

*With WebRTC Media Helper

Genesys Cloud screen recording

Genesys Cloud’s screen recording technology can work in a VDI environment using the Genesys Cloud Desktop App, or using Genesys Cloud in a web browser when the Genesys Cloud Background Assistant is also deployed within the VDI session. Successful use of screen recording requires tuning and additional testing at scale by your VDI vendor. Given that WebRTC traffic must be handled in real-time in the VDI, you should expect significant performance impacts to your VDI environment.

Screen recording will not work if Genesys Cloud Background Assistant is deployed on the user’s endpoint, outside the VDI, while using Genesys Cloud in a web browser that is running in the VDI

Supported web browsersClick to expand

Browser matrix

Browser	Core features	Video chat	Screen sharing	WebRTC Media Helper	WebRTC phone	Background Assistant	Screen Recording Playback
Chrome
Edge
Firefox
Safari

Supported | Not Supported

Full support

Chrome — Requires current major release or one version previous.
- Chrome major releases occur monthly.
Microsoft Edge Chromium — Requires current release.
Firefox — Requires current release, one version previous, current ESR release, or transitional ESR release
- Genesys supports the transitional ESR release only during the time period in which the new ESR release is tested and certified. For more information, see Firefox ESR release cycle.
- Firefox scripts may not load unless AdBlocker or AdBlockPlus are disabled.

Notes:

Firefox and Chrome update themselves automatically. Versions of Firefox and Chrome are only an issue if the customer’s IT department restricts automatic updates.
Running Microsoft Edge in IE compatibility mode is not supported.

Limited support

Safari — Requires current release.
- Video chat not supported
- Screen sharing not supported
- Genesys Cloud WebRTC phone not supported
- Genesys Cloud Background Assistant not supported
- Screen recording playback not supported

Disable your browser’s sleep mode setting

When using Genesys Cloud in a browser with multiple tabs open, you may experience connection issues when Genesys Cloud isn’t the active tab. To prevent this from happening, you might want to consider disabling your browser’s sleep mode setting. For more information, see Disable your browser’s sleep mode setting.

Genesys Messenger requirementsClick to expand

Genesys Messenger provides your customers with an enhanced experience when they visit your website or your application. To get the best experience, your customers need to understand the following browser requirements. For more information, see About web messaging.

Desktop

Microsoft Edge Chromium — Current release or one version previous.
Google Chrome — Current release or one version previous.
Firefox — Current release or one version previous.
Safari — Current release.

Mobile

Google Chrome on Android — Current release or one version previous.
Safari on iOS — Current release or one version previous.

Desktop app requirementsClick to expand

Desktop app	Version support
Mac	Genesys supports the latest Mac desktop app version
Windows	Genesys supports the latest Windows desktop app version

Notes:

Genesys supports only the latest desktop app version. If customers experience an issue with an earlier version, Genesys recommends that they update to the latest version to resolve the issue.
Genesys updates the Mac and Windows desktop applications for the latest major version of the Chromium Embeddable Framework (CEF) within 30 days of that version’s availability. Under certain rare circumstances, Genesys may skip a Chromium version update if unresolvable issues are discovered in that version.

Video chat requirementsClick to expand

Video chat is supported in the desktop and browser apps but has additional requirements and specifications.

Supported browsers

Chrome
Firefox
Edge

Network bandwidth

We recommend the following bandwidth for each quality setting:

High Definition (HD): 1mbps – 2mbps per connected user in the video chat
Medium Definition: 500kbps – 1mbps per connected user in the video chat
Low Definition: 100kbps – 500kbps per connected user in the video chat
Voice only (camera off) : 32kbps – 150kbps per connected user in the video chat

Video chat specifications

Twelve (12) maximum participants
Browser app: a camera that is a recognized video device by your browser

Screen sharing enables Genesys Cloud users to share a screen, a specific window, or the entire desktop in Chrome, Firefox, Microsoft Edge Chromium, and the desktop app.

Workforce management screen resolution requirementsClick to expand

The recommended minimum screen resolution for workforce management user interfaces is 1366 x 768. Even though workforce management administrator user interfaces (forecast editor, schedule editor, intraday monitoring, etc.) can function at 1024 x 768, they are optimized for 1366 x 768. To ensure the best experience, the Main Forecast user interface requires a resolution of 1920 x 1080. The performance of the Main Forecast UI is system-dependent, and Genesys recommends that system specs be more than the minimum suggested.

Genesys Cloud Background Assistant requirementsClick to expand

Genesys Cloud only supports Genesys Cloud Background Assistant (GCBA) in Windows 11.

You must always run the most recent version of GCBA. If you experience issues with GCBA, update to the latest version to resolve the issue.

Genesys Cloud updates GCBA on a recurring basis with a current version of Chromium to ensure that essential bug fixes are addressed in a timely manner.

Supported web browsers

Full support

Chrome — Requires current major release or one version previous.
- Chrome major releases occur monthly.
Microsoft Edge Chromium — Requires current release.
Firefox — Requires current release.

Mobile app requirementsClick to expand

Genesys Cloud Collaborate

Supported devices	Operating system requirements
iPhone and iPad	One version previous to the current iOS
Android device	Up to four years previous to the current Android OS version

Genesys Insights

Supported devices	Operating system requirements
iPhone and iPad	One version previous to the current iOS
Android device	Up to four years previous to the current Android OS version

Genesys Tempo™

Supported devices	Operating system requirements
iPhone	One version previous to the current iOS
Android device	Up to four years previous to the current Android OS version

Genesys Cloud Associate

Supported devices	Operating system requirements
iPhone and iPad	One version previous to the current iOS
Android device	Up to four years previous to the current Android OS version

For download information, see Mobile apps.

Genesys Cloud supported languagesClick to expand

Genesys Cloud and Architect user interface language support

Click the appropriate tab to view the available languages supported by Genesys Cloud and Architect user interfaces. Genesys cannot guarantee and does not support UI translation from third-party software. To ensure proper view of UI elements in Genesys Cloud, Genesys recommends that you turn off your browser's translation feature.

Genesys Cloud
Architect

The Genesys Cloud user interface is available in these languages.

Arabic (beta)
Chinese (Simplified)
Chinese (Traditional)
Czech
Danish
Dutch
English

Finnish
French (France)
German
Italian
Hebrew (beta)
Hindi

Japanese
Korean
Norwegian
Polish
Portuguese (Brazil)
Portuguese (Portugal)

Russian
Spanish
Swedish
Thai
Turkish
Ukrainian

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.

Supported language tiers

Genesys Cloud supports Tier 1 languages listed in this section, and considers any language not listed in the table as Tier 2 and provides limited support.

Tier 1 language supportClick to expand

Language	Region	Language code
Arabic	United Arab Emirates	ar-AE
English	Australia	en-AU
	Great Britain	en-GB
	United States	en-US
Dutch	Netherlands	nl-NL
French	Canada	fr-CA
French	France	fr-FR
German	Germany	de-DE
German	Switzerland	de-CH
Hindi	India	hi-IN
Japanese	Japan	ja-JP
Korean	Korea	ko-KR
Portuguese	Brazil	pt-BR
Spanish	Spain	es-ES
Spanish	United States / LATAM	es-US

Genesys Cloud additional features language support

The following sections list the current Genesys Cloud language support for specific features. For a list of supported call analysis languages for outbound campaigns, see Supported call analysis regions.

Note: Genesys Cloud uses a single female voice for each language. Genesys Cloud does not currently support multiple genders or multiple voice characters for TTS.

IVR system promptsClick to expand

Architect-provided, generic prompts to indicate numbers, dates, days of the week, and months.

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Chinese	Traditional - Hong Kong S.A.R.	zh-HK	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portuguese	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Thai	Thailand	th-TH	✓

EWT, PIQ, and caller collect input verificationClick to expand

Audio playback that indicates a customer's wait time, designated order in queue, and verified customer input.

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Chinese	Traditional - Hong Kong S.A.R.	zh-HK	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portuguese	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Thai*	Thailand	th-TH	✓

TUI and ringbackClick to expand

The dial-in menu for setting the voicemail greeting and PIN, and for accessing voicemail recordings. The ringback is what the caller hears before the agent answers before the call connects to an agent in an in-queue flow or similar, and is language-dependent.

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	BETA
Spanish	United States and Latin America	es-US	✓

Whisper audioClick to expand

Allows the agent to receive whisper audio, which lets them know what queue the caller entered before the agent connects to the call.

Language	Region	Language code	Supported
Afrikaans	Afrikaans (Namibia)	af-NA	✓
Akan	Akan	ak-GH	✓
Arabic	World	ar-001	✓
	United Arab Emirates	ar-AE	✓
	Bahrain	ar-BH	✓
	Egypt	ar-EG	✓
	Israel	ar-IL	✓
	Jordan	ar-JO	✓
	Saudi Arabia	ar-SA	✓
	Tunisia	ar-TN	✓
Bulgarian	Bulgaria	bg-BG	✓
Bengali	India	bn-IN	✓
Catalan	Spain	ca-ES	✓
Chinese	Simplified - People's Republic of China	zh-CN	✓
	Traditional - Hong Kong S.A.R.	zh-HK	✓
	Simplified - Macau SAR China	zh-MO	✓
	Taiwan	zh-TW	✓
Croatian	Croatia	hr-HR	✓
Czech	Czechia	cs-CZ	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
Dutch	Belgium	nl-BE	✓
English	Australia	en-AU	✓
	Canada	en-CA	✓
	Great Britain	en-GB	✓
	Hong Kong	en-HK	✓
	India	en-IN	✓
	Ireland	en-IE	✓
	Kenya	en-KE	✓
	New Zealand	en-NZ	✓
	Philippines	en-PH	✓
	Singapore	en-SG	✓
	South Africa	en-ZA	✓
	United States	en-US	✓
Estonian	Estonia	et-EE	✓
Finnish	Finland	fi-FI	✓
Filipino	Philippines	fil-PH	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	Côte d'Ivoire	fr-CI	✓
	France	fr-FR	✓
	Switzerland	fr-CH	✓
German	Austria	de-AT	✓
	Germany	de-DE	✓
	Switzerland	de-CH	✓
Georgian	Georgia	ka-GE	✓
Greek	Greece	el-GR	✓
Gujarati	India	gu-IN	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Hungarian	Hungary	hu-HU	✓
Icelandic	Iceland	is-IS	✓
Indonesian	Indonesia	id-ID	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Khmer	Cambodia	km-KH	✓
Kannada	India	kn-IN	✓
Kinyarwanda	Rwanda	rw-RW	✓
Korean	North Korea	ko-KP	✓
Korean	Korea	ko-KR	✓
Latvian	Latvia	lv-LV	✓
Lithuanian	Lithuania	lt-LT	✓
Malay	Malaysia	ms-MY	✓
Malayalam	India	ml-IN	✓
Marathi	India	mr-IN	✓
Norwegian	Norway	nb-NO	✓
Persian	Afghanistan	fa-AF	✓
Persian	Iran	fa-IR	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Romanian	Romania	ro-RO	✓
Russian	Russia	ru-RU	✓
Russian	Moldova	ru-MD	✓
Serbian	Cyrillic	sr-RS	✓
Slovak	Slovakia	sk-SK	✓
Slovenian	Slovenia	sl-SI	✓
Spanish	Argentina	es-AR	✓
	Bolivia	es-BO	✓
	Chile	es-CL	✓
	Colombia	es-CO	✓
	Costa Rica	es-CR	✓
	Dominican Republic	es-DO	✓
	Ecuador	es-EC	✓
	Spain	es-ES	✓
	Guatemala	es-GT	✓
	Mexico	es-MX	✓
	Nicaragua	es-NI	✓
	Panama	es-PA	✓
	Peru	es-PE	✓
	Paraguay	es-PY	✓
	El Salvador	es-SV	✓
	United States and Latin America	es-US	✓
	Uruguay	es-UY	✓
Swahili	Kenya	sw-KE	✓
Swahili	Tanzania	sw-TZ	✓
Swedish	Sweden	sv-SE	✓
Tamil	India	ta-IN	✓
Telugu	India	te-IN	✓
Thai	Thailand	th-TH	✓
Turkish	Turkey	tr-TR	✓
Ukrainian	Ukraine	uk-UA	✓
Urdu	India	ur-IN	✓
Urdu	Pakistan	ur-PK	✓
Vietnamese	Vietnam	vi-VN	✓
Welsh	United Kingdom	cy-GB	✓

Speech recognitionClick to expand

Converts spoken words to text within an Architect flow.

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
French	Canada	fr-CA	✓
German	Germany	de-DE	✓
Italian	Italy	it-IT	✓
Japanese*	Japan	ja-JP	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	BETA
Spanish	United States and Latin America	es-US	✓

Genesys default text-to-speechClick to expand

Converts text into audio for playback within an Architect flow.

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
Italian	Italy	it-IT	✓
Japanese*	Japan	ja-JP	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓

Genesys enhanced text-to-speechClick to expand

Converts text into audio for playback within an Architect flow.

Language	Region	Language code	Supported
Afrikaans	South Africa	af-ZA	✓
Arabic	Egypt	ar-EG	✓
Arabic	Saudi Arabia	ar-SA	✓
Bengali	India	bn-IN	✓
Bulgarian	Bulgaria	bg-BG	✓
Catalan	Spain	ca-ES	✓
Chinese	Mandarin	cmn-CN cmn-TW	✓
	Simplified - People's Republic of China	zh-CN	✓
	Traditional - Hong Kong S.A.R.	zh-HK	✓
	Taiwan	zh-TW	✓
	Yue - Hong Kong	yue-HK	✓
Croatian	Croatia	hr-HR	✓
Czech	Czechia	cs-CZ	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
Dutch	Belgium	nl-BE	✓
English	Australia	en-AU	✓
	Canada	en-CA	✓
	Great Britain	en-GB	✓
	Hong Kong	en-HK	✓
	India	en-IN	✓
	Ireland	en-IE	✓
	New Zealand	en-NZ	✓
	Philippines	en-PH	✓
	Singapore	en-SG	✓
	South Africa	en-ZA	✓
	United States	en-US	✓
Estonian	Estonia	et-EE	✓
Filipino	Philippines	fil-PH	✓
Finnish	Finland	fi-FI	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	France	fr-FR	✓
	Switzerland	fr-CH	✓
German	Austria	de-AT	✓
	Germany	de-DE	✓
	Switzerland	de-CH	✓
Greek	Greece	el-GR	✓
Gujarati	India	gu-IN	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Hungarian	Hungary	hu-HU	✓
Icelandic	Iceland	is-IS	✓
Indonesian	Indonesia	id-ID	✓
Irish	Ireland	ga-IE	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Kannada	India	kn-IN	✓
Korean	Korea	ko-KR	✓
Latvian	Latvia	lv-LV	✓
Lithuanian	Lithuania	lt-LT	✓
Malay	Malaysia	ms-MY	✓
Malayalam	India	ml-IN	✓
Maltese	Malta	mt-Mt	✓
Marathi	India	mr-IN	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Romanian	Romania	ro-RO	✓
Russian	Russia	ru-RU	✓
Serbian	Cyrillic	sr-RS	✓
Slovak	Slovakia	sk-SK	✓
Slovenian	Slovenia	sl-SI	✓
Spanish	Argentina	es-AR	✓
	Catalan	ca-ES	✓
	Colombia	es-CO	✓
	Mexico	es-MX	✓
	Spain	es-ES	✓
	United States and Latin America	es-US	✓
Swahili	Kenya	sw-KE	✓
Swedish	Sweden	sv-SE	✓
Tamil	India	ta-IN	✓
Telugu	India	te-IN	✓
Thai*	Thailand	th-TH	✓
Turkish	Turkey	tr-TR	✓
Ukrainian	Ukraine	uk-UA	✓
Urdu	Pakistan	ur-PK	✓
Vietnamese	Vietnam	vi-VN	✓
Welsh	United Kingdom	cy-GB	✓

Genesys enhanced speech-to-text enginesClick to expand

This section applies to voice bot flows, virtual agents, and agentic virtual agents.

Language	Region	Code	Google Cloud	Microsoft Azure	Amazon Transcribe	Genesys Native	Deepgram Flux
Arabic	UAE	ar-AE	✓	✓
Basque	European Union	eu-ES	✓	✓
Spain	Catalan	ca-ES	✓	✓	✓
Chinese	Simplified - People's Republic of China	zh-CN	✓	✓
	Traditional Hong Kong S.A.R.	zh-HK	✓	✓
	Taiwan	zh-TW	✓	✓
Czech	Czechia	cs-CZ	✓	✓
Danish	Denmark	da-DK	✓	✓
Dutch	Belgium	nl-BE	✓	✓			✓
Dutch	Netherlands	nl-NL	✓	✓			✓
English	Australia	en-AU	✓	✓	✓	✓	✓
	Great Britain	en-GB	✓	✓	✓	✓	✓
	Ireland	en-IE	✓	✓	✓		✓
	New Zealand	en-NZ	✓	✓	✓		✓
	South Africa	en-ZA	✓	✓	✓		✓
	United States	en-US	✓	✓	✓	✓	✓
Filipino	Philippines	fil-PH	✓	✓
Finnish	Finland	fi-FI	✓	✓
French	Belgium	fr-BE	✓	✓	✓		✓
	Canada	fr-CA	✓	✓	✓		✓
	France	fr-FR	✓	✓	✓		✓
German	Germany	de-DE	✓	✓	✓		✓
German	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	✓	✓
Malay	Malaysia	ms-MY	✓	✓
Norwegian	Norway	nb-NO	✓	✓
Polish	Poland	pl-PL	✓	✓
Portuguese	Brazil	pt-BR	✓	✓	✓		✓
Portuguese	Portugal	pt-PT	✓	✓	✓		✓
Spanish	Mexico	es-MX	✓	✓	✓		✓
	Spain	es-ES	✓	✓	✓		✓
	US/LATAM	es-US	✓	✓	✓	✓	✓
Swedish	Sweden	sv-SE	✓	✓			No
Thai	Thailand	th-TH	✓	✓			No
Turkish	Turkey	tr-TR	✓	✓			No

BYOT speech-to-text (STT)Click to expand

Converts audio into text for playback within an Architect flow. For more information, see About speech-to-text (STT) engines.

STT integration	Reference
Microsoft Azure Cognitive Services Speech-to-Text (STT) integration	Microsoft Azure language and voice support for the Speech service
Google Cloud Speech-to-Text (STT) integration	Google Cloud Speech-to-Text supported languages

Native voice transcriptionClick to expand

Uses Genesys native engine to transcribe contact center voice interactions into text.

Notes:

Punctuation and capitalization: All English dialects
Genesys Cloud uses a generic global model to transcribe all Arabic dialects.

Language	Region	Language code	Supported
Arabic	Arabic (world)	ar-001	✓*
	United Arab Emirates	ar-AE	✓*
	Bahrain	ar-BH	✓*
	Egypt	ar-EG	✓*
	Israel	ar-IL	✓*
	Saudi Arabia	ar-SA	✓*
	Tunisia	ar-TN	✓*
Dutch	Netherlands	nl-NL	✓*
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	India	en-IN	✓*
	South Africa	en-ZA	✓
	United States	en-US	✓
French	Canada	fr-CA	✓*
French	France	fr-FR	✓*
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Hebrew	Israel	he-IL	✓
Italian	Italy	it-IT	✓*
Japanese	Japan	ja-JP	✓*
Korean	Korea	ko-KR	✓*
Polish	Poland	pl-PL	✓*
Portuguese	Brazil	pt-BR	✓*
Portuguese	Portugal	pt-PT	✓*
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓

* Genesys is actively seeking audio data to train voice transcription for these specific languages. For more information or to express interest, contact your Genesys account team.

Extended voice transcription servicesClick to expand

Uses a third-party transcription engine to transcribe contact center voice interaction into text.

Language	Region	Language code	Supported
Afrikaans	South Africa	af-ZA	✓
Arabic	United Arab Emirates	ar-AE	✓
	Bahrain	ar-BH	✓
	Egypt	ar-EG	✓
	Israel	ar-IL	✓
	Saudi Arabia	ar-SA	✓
	Tunisia	ar-TN	✓
Basque	European Union	eu-ES	✓
Bengali	India	bn-IN	✓
Bosnian	Bosnia	bs-BA	✓
Bulgarian	Bulgaria	bg-BG	✓
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	Hong Kong	en-HK	✓
	Ireland	en-IE	✓
	India	en-IN	✓
	New Zealand	en-NZ	✓
	Singapore	en-SG	✓
	South Africa	en-ZA	✓
Estonian	Estonia	et-EE	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
Galician	Spain	gl-ES	✓ (voice only)
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Greek	Greece	el-GR	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Hungarian*	Hungary	hu-HU	✓
Indonesian	Indonesia	id-ID	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Kannada	India	kn-IN	✓ (voice only)
Korean	Korea	ko-KR	✓
Latvian	Lativia	lv-LV	✓
Lithuanian	Lithuania	lt-LT	✓ (voice only)
Malay	Malaysia	ms-MY	✓
Malayalam	India	ml-IN	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Romanian	Romania	ro-RO	✓
Russian	Russia	ru-RU	✓
Serbian	Cyrillic	sr-RS	✓
Sinhala	Sri Lanka	si-LK	✓ (voice only)
Slovak	Slovakia	sk-SK	✓
Spanish	Spain	es-ES	✓
Swahili	Kenya	sw-KE	✓
Swedish	Sweden	sv-SE	✓
Tagalog	Philippines	fil-PH	✓
Tamil	India	ta-IN	✓
Telugu	India	te-IN	✓
Thai	Thailand	th-TH	✓
Turkish*	Turkey	tr-TR	✓
Ukrainian	Ukraine	uk-UA	✓
Vietnamese	Vietnam	vi-VN	✓
Zulu	South Africa	zu-ZA	✓

* This language is not available in the Singapore and Mexico AWS regions.

Transcript translationClick to expand

On demand translation of voice and digital voice transcripts. Translation comes from AWS Translate, based on language availability in the Supported languages and language codes in the AWS Amazon Translate Developer Guide.

Language	Language code	Supported
Afrikaans	af	✓
Albanian	sq	✓
Amharic	am	✓
Arabic	ar	✓
Armenian	hy	✓
Azerbaijani	az	✓
Bengali	bn	✓
Bosnian	bs	✓
Bulgarian	bg	✓
Catalan	ca	✓
Chinese (Simplified)	zh	✓
Chinese (Traditional)	zh-TW	✓
Croatian	hr	✓
Czech	cs	✓
Danish	da	✓
Dari	fa-AF	✓
Dutch	nl	✓
English	en	✓
Estonian	et	✓
Farsi (Persian)	fa	✓
Filipino, Tagalog	tl	✓
Finnish	fi	✓
French	fr	✓
French (Canada)	fr-CA	✓
Georgian	ka	✓
German	de	✓
Greek	el	✓
Gujarati	gu	✓
Haitian Creole	ht	✓
Hausa	ha	✓
Hebrew	he	✓
Hindi	hi	✓
Hungarian	hu	✓
Icelandic	is	✓
Indonesian	id	✓
Irish	ga	✓
Italian	it	✓
Japanese	ja	✓
Kannada	kn	✓
Kazakh	kk	✓
Korean	ko	✓
Latvian	lv	✓
Lithuanian	lt	✓
Macedonian	mk	✓
Malay	ms	✓
Malayalam	ml	✓
Maltese	mt	✓
Marathi	mr	✓
Mongolian	mn	✓
Norwegian (Bokmål)	no	✓
Pashto	ps	✓
Polish	pl	✓
Portuguese (Brazil)	pt	✓
Portuguese (Portugal)	pt-PT	✓
Punjabi	pa	✓
Romanian	ro	✓
Russian	ru	✓
Serbian	sr	✓
Sinhala	si	✓
Slovak	sk	✓
Slovenian	sl	✓
Somali	so	✓
Spanish	es	✓
Spanish (Mexico)	es-MX	✓
Swahili	sw	✓
Swedish	sv	✓
Tamil	ta	✓
Telugu	te	✓
Thai	th	✓
Turkish	tr	✓
Ukrainian	uk	✓
Urdu	ur	✓
Uzbek	uz	✓
Vietnamese	vi	✓
Welsh	cy	✓

Sentiment and agent empathy analysisClick to expand

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.

Language	Language code	Supported
Arabic	ar-001, ar-AE, ar-BH, ar-EG, ar-IL, ar-SA, ar-TN, and others	✓*
Chinese (Simplified)	zh-CN	✓*
Chinese (Traditional)	zh-HK, zh-TW, and others	✓*
Danish	da-DK	✓*
Dutch	nl-NL	✓*
Finnish	fi-FI	✓*
English	en-AU, en-GB, en-IN, en-US, en-ZA, and others	✓
French	fr-CA, fr-FR, and others	✓
German	de-DE, de-CH	✓*
Hebrew	he-IL	✓*
Hindi	hi-IN	✓*
Italian	it-IT	✓*
Japanese	ja-JP	✓*
Korean	ko-KR	✓*
Norwegian	nb-NO	✓*
Polish	pl-PL	✓*
Portuguese	pt-BR, pt-PT, and others	✓*
Spanish	es-ES, es-US, and others	✓
Swedish	sv-SE	✓*
Turkish	tr-TR	✓*
Zulu	zu-ZA	✓*

* Genesys accepts data for training sentiment and agent empathy models to improve accuracy across all dialects, but more specifically the indicated dialect. For more information or to express interest, contact your Genesys account team.

Sensitive data maskingClick to expand

Automatically redacts Payment Card Industry (PCI) data and Personally Identifiable Information (PII) data from recordings and transcripts.

Note: Sensitive data masking supports voice, chat, and messaging interactions only. Email interactions are not currently supported.

Language	Region	Language code	Supported
Arabic	World	ar	✓
English	Australia	en-AU	✓
	New Zealand	en-NZ	✓
	United States	en-US	✓
	United Kingdom	en-GB	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓*
French	France	fr-FR	✓*
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Italian	Italy	it-IT	✓*
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Norwegian	Norway	nb-NO	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Turkish	Turkey	tr-TR	✓

* Genesys accepts data for training sensitive data masking models to improve accuracy across all dialects, but more specifically the indicated dialect. For more information or to express interest, contact your Genesys account team.

Programs, topics, and phrasesClick to expand

Spot important phrases in interactions for analysis, search, and reporting.

Language	Region	Language code	Supported
Arabic	Modern Standard Arabic	ar-001	✓
	United Arab Emirates	ar-AE	✓
	Bahrain	ar-BH	✓
	Egypt	ar-EG	✓
	Israel	ar-IL	✓
	Saudi Arabia	ar-SA	✓
	Tunisia	ar-TN	✓
Chinese	Cantonese	zh-HK	✓
	Mandarin	zh-CN	✓
	Taiwan	zh-TW	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	China	en-HK	✓
	Great Britain	en-GB	✓
	Hong Kong	en-HK	✓
	India	en-IN	✓
	Ireland	en-IE	✓
	New Zealand	en-NZ	✓
	Singapore	en-SG	✓
	South Africa	en-ZA	✓
	United States	en-US	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Turkish	Turkey	tr-TR	✓
Zulu	South Africa	zu-ZA	✓

Topic minerClick to expand

Discover topics and phrases of interest to add to your speech and text analytics program.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
	Bahrain	ar-BH	✓
	Egypt	ar-EG	✓
	Israel	ar-IL	✓
	Saudia Arabia	ar-SA	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	India	en-IN	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Hindi	India	hi-IN	✓
Hebrew	Israel	he-IL	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Norwegian	Norway	nb-NO	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Turkish	Turkey	tk-TK	✓
Zulu	South Africa	zu-ZA	✓

MessengerClick to expand

A predefined message window and launcher button that customers use to interact with bots and agents.

Language	Region	Language code	Supported
Arabic	Egypt	ar	✓
Chinese	Simplified - People's Republic of China	zh-CN	✓
Chinese	Taiwan	zh-TW	✓
Czech	Czechia	cs	✓
Danish	Denmark	da	✓
Dutch	Netherlands	nl	✓
English	Australia	en-AU	✓
	Great Britian	en-GB	✓
	Ireland	en-IE	✓
	United States	en	✓
Estonian	Estonia	et	✓
Filipino	Philippines	fil	✓
Finnish	Finland	fi	✓
French	Canada	fr-CA	✓
French	France	fr	✓
German	Germany	de	✓
German	Switzerland	de-CH	✓
Greek	Greece	el	✓
Hebrew	Israel	he	✓
Hindi	India	hi	✓
Hungarian	Hungary	hu	✓
Indonesian	Indonesia	id	✓
Italian	Italy	it	✓
Japanese	Japan	ja	✓
Korean	Korea	ko	✓
Latvian	Latvia	lv	✓
Lithuanian	Lithuania	lt	✓
Malay	Malaysia	ms	✓
Norwegian	Norway	no	✓
Polish	Poland	pl	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Romanian	Romania	ro	✓
Russian	Russia	ru	✓
Slovak	Slovakia	sk	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv	✓
Thai	Thailand	th	✓
Turkish	Turkey	tr	✓
Ukrainian	Ukraine	uk	✓

Genesys voice bot flowsClick to expand

A tool to build bots within Architect and then integrate them into voice bot flows.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
Basque*	European Union	eu-ES	✓
Catalan	Spain	ca-ES	✓
Chinese*	Simplified/Mandarin	zh-CN	✓
	Traditional/Cantonese	zh-HK	✓
	Traditional/Mandarin	zh-TW	✓
Czech*	Czechia	cs-CZ	✓
Danish*	Denmark	da-DK	✓
Dutch	Belgium	nl-BE	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	Ireland	en-IE	✓
	New Zealand	en-NZ	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
Filipino*	Philippines	fil-PH	✓
Finnish*	Finland	fi-FI	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	France	fr-FR	✓
German	Germany	de-DE	✓
German	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	✓
Malay*	Malaysia	ms-MY	✓
Norwegian*	Norway	nb-NO	✓
Polish*	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Mexico	es-MX	✓
	Spain	es-ES	✓
	United States and Latin America	es-US	✓
Swedish*	Sweden	sv-SE	✓
Thai*	Thailand	th-TH	✓
Turkish*	Turkey	tr-TR	✓

Notes: An asterisk (*) denotes partial NLU support: Some features are not yet supported, such as intent classification or specific built-in entity types.

Genesys digital bot flowsClick to expand

A tool to build bots within Architect and then integrate them into chat, email, and message flows.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
Basque*	European Union	eu-ES	✓
Catalan	Spain	ca-ES	✓
Chinese*	Simplified/Mandarin	zh-CN	✓
	Traditional/Cantonese	zh-HK	✓
	Traditional/Mandarin	zh-TW	✓
Czech*	Czechia	cs-CZ	✓
Danish*	Denmark	da-DK	✓
Dutch	Belgium	nl-BE	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	Ireland	en-IE	✓
	New Zealand	en-NZ	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
Filipino*	Philippines	fil-PH	✓
Finnish*	Finland	fi-FI	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	France	fr-FR	✓
German	Germany	de-DE	✓
German	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	✓
Malay*	Malaysia	ms-MY	✓
Norwegian*	Norway	nb-NO	✓
Polish*	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Mexico	es-MX	✓
	Spain	es-ES	✓
	United States and Latin America	es-US	✓
Swedish*	Sweden	sv-SE	✓
Thai*	Thailand	th-TH	✓
Turkish*	Turkey	tr-TR	✓

Notes:An asterisk (*) denotes partial NLU support: Some features are not yet supported, such as intent classification or specific built-in entity types.

Inbound email flow AI intent and entity detectionClick to expand

Automatically understand and respond to the purpose of incoming emails, reducing the need for manual routing and keyword-based rules.

Language	Region	Language code	Supported
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
Dutch	Netherlands	nl-NL	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
Japanese	Japan	ja-JP	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓

Intent minerClick to expand

Analyze chat, message, and transcripts to determine customer intents and utterances.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	India	en-IN	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓

Knowledge FabricClick to expand

Add content sources and knowledge configurations that allow Knowledge Fabric to understand and respond to conversations, and ensure that customers get the answers they need.

Language	Region	Language code	Supported	Status
Arabic	United Arab Emirates	ar-AE	✓	Generally available
Czech	Czechia	cs-CZ	✓	Generally available
Dutch	Netherlands	nl-NL	✓	Generally available
English	Australia	en-AU	✓	Generally available
	Great Britain	en-GB	✓	Generally available
	United States	en-US	✓	Generally available
French	Canada	fr-CA	✓	Generally available
French	France	fr-FR	✓	Generally available
German	Switzerland	de-CH	✓	Generally available
German	Germany	de-DE	✓	Generally available
Hindi	India	hi-IN	✓	Generally available
Hungarian	Hungary	hu-HU	✓	Generally available
Italian	Italy	it-IT	✓	Generally available
Japanese	Japan	ja-JP	✓	Generally available
Korean	Korea	ko-KR	✓	Generally available
Norwegian	Norway	nb-NO	✓	Generally available
Portuguese	Brazil	pt-BR	✓	Generally available
Spanish	Spain	es-ES	✓	Generally available
Spanish	United States	es-US	✓	Generally available

Knowledge workbench version 2Click to expand

A tool that allows knowledge authors to create and manage articles, refine the search process, and view performance. For information about knowledge base content search language support, see Knowledge base content search overview.

Language	Region	Language code	Knowledge workbench	Content Search	Status
Arabic	United Arab Emirates	ar-AE	✓	✓	Generally available
Catalan	Spain	ca-ES	✓		Generally available
Chinese	Mandarin	zh-CN	✓		Generally available
Chinese	Taiwan	zh-TW	✓		Generally available
Czech	Czechia	cs-CZ	✓	✓	Generally available
Danish	Denmark	da-DK	✓	✓	Generally available
Dutch	Belgium	nl-BE	✓	✓	Generally available
Dutch	Netherlands	nl-NL	✓	✓	Generally available
English	Australia	en-AU	✓	✓	Generally available
	Canada	en-CA	✓	✓	Generally available
	Great Britain	en-GB	✓	✓	Generally available
	Hong Kong	en-HK	✓	✓	Generally available
	India	en-IN	✓	✓	Generally available
	Ireland	en-IE	✓	✓	Generally available
	New Zealand	en-NZ	✓	✓	Generally available
	Philippines	en-PH	✓	✓	Generally available
	Singapore	en-SG	✓	✓	Generally available
	South Africa	en-ZA	✓	✓	Generally available
	United States	en-US	✓	✓	Generally available
	United Kingdom	en-UK	✓	✓	Generally available
Filipino*	Philippines	fil-PH	✓	✓	Generally available
Finnish	Finland	fi-FI	✓	✓	Generally available
French	Belgium	fr-BE	✓	✓	Generally available
	Canada	fr-CA	✓	✓	Generally available
	France	fr-FR	✓	✓	Generally available
	Switzerland	fr-CH	✓		Generally available
German	Austria	de-AT	✓		Generally available
	Switzerland	de-CH	✓	✓	Generally available
	Germany	de-DE	✓	✓	Generally available
Greek*	Greece	el-GR	✓		Generally available
Hebrew*	Israel	he-IL	✓		Generally available
Hindi	India	hi-IN	✓	✓	Generally available
Hungarian	Hungary	hu-HU	✓	✓	Generally available
Italian	Italy	it-IT	✓	✓	Generally available
Japanese	Japan	ja-JP	✓	✓	Generally available
Korean	Korea	ko-KR	✓		Generally available
Malay*	Malaysia	ms-MY	✓		Generally available
Norwegian	Norway	nb-NO	✓	✓	Generally available
Polish	Poland	pl-PL	✓		Generally available
Portuguese	Brazil	pt-BR	✓	✓	Generally available
Portuguese	Portugal	pt-PT	✓	✓	Generally available
Spanish	Argentina	es-AR	✓		Generally available
	Columbia	es-CO	✓		Generally available
	Mexico	es-MX	✓		Generally available
	Spain	es-ES	✓	✓	Generally available
	United States	es-US	✓	✓	Generally available
Swedish	Sweden	sv-SE	✓	✓	Generally available
Thai	Thailand	th-TH	✓		Generally available
Turkish	Turkey	tr-TR	✓	✓	Generally available
Ukrainian	Ukraine	uk-UA	✓		Generally available
Vietnamese	Vietnam	vi-VN	✓		Generally available

Genesys Agent AssistClick to expand

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.

Language	Region	Language code	Supported knowledge surfacing digital	Supported Summary Digital	Supported knowledge surfacing voice	Supported Summary Voice
Arabic	United Arab Emirates	ar-AE	✓
Dutch	Netherlands	nl-NL	✓	✓	✓	✓
English	Australia	en-AU	✓	✓	✓	✓
	Canada	en-CA	✓	✓	✓
	Great Britain	en-GB	✓	✓	✓
	Hong Kong	en-HK	✓	✓	✓
	India	en-IN	✓	✓	✓	✓
	Ireland	en-IE	✓	✓	✓
	New Zealand	en-NZ	✓	✓	✓
	Philippines	en-PH	✓	✓	✓
	Singapore	en-SG	✓	✓	✓
	South Africa	en-ZA	✓	✓	✓	✓
	Spanish	en-ES		✓		✓
	United States	en-US	✓**	✓**	✓	✓
	United Kingdom	en-UK	✓	✓	✓	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓	✓	✓	✓
	France	fr-FR	✓	✓	✓	✓
	Switzerland	fr-CH	✓
German	Austria	de-AT	✓
	Switzerland	de-CH	✓
	Germany	de-DE	✓	✓	✓	✓
Italian	Italy	it-IT	✓	✓	✓	✓
Japanese	Japan	ja-JP	✓	✓	✓	✓
Portuguese	Brazil	pt-BR	✓	✓	✓	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Argentina	es-AR	✓		✓
	Columbia	es-CO	✓		✓
	Mexico	es-MX	✓		✓
	United States	es-US	✓	✓	✓	✓
	Spain	es-ES	✓	✓	✓	✓

**Supported in outbound conversations.

Genesys Agent CopilotClick to expand

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.

Language	Region	Language code	Knowledge workbench V2 (knowledge base V2)	Knowledge fabric (knowledge configuration)	Intent-based NBA	Summarization	Advanced summarization	Wrap-up code prediction	AI generated answers for manual search
Arabic	United Arab Emirates•	ar-AE	✓	✓	✓	✓	✓	✓	✓
Czech	Czechia	cs-CZ	✓	✓	✓	✓	✓	✓	✓
Danish	Denmark	da-DK	✓		✓	✓	✓	✓	✓
Dutch	Belgium	nl-BE	✓		✓	✓	✓	✓	✓
Dutch	Netherlands•	nl-NL	✓	✓	✓	✓	✓	✓	✓
English	Australia	en-AU	✓	✓	✓	✓	✓	✓	✓
	Great Britain	en-GB	✓	✓	✓	✓	✓	✓	✓
	United States	en-US	✓*	✓	✓*	✓*	✓	✓	✓
Filipino	Philippines	fil-PH	✓	✓	✓	✓	✓	✓	✓
Finnish	Finland	fi-FI	✓		✓	✓	✓	✓	✓
French	Belgium	fr-BE	✓		✓	✓	✓	✓	✓
	Canada•	fr-CA	✓	✓	✓	✓	✓	✓	✓
	France•	fr-FR	✓	✓	✓	✓	✓	✓	✓
German	Germany•	de-DE	✓	✓	✓	✓	✓	✓	✓
German	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	✓	✓	✓	✓	✓	✓	✓
Malay	Malaysia	ms-MY	✓	✓	✓	✓	✓	✓	✓
Norwegian	Norway	nb-NO	✓	✓	✓	✓	✓	✓	✓
Polish	Poland	pl-PL	✓		✓	✓	✓	✓	✓
Portuguese	Brazil•	pt-BR	✓	✓	✓	✓	✓	✓	✓
Portuguese	Portugal•	pt-PT	✓		✓	✓	✓	✓	✓
Spanish	United States	es-US	✓	✓	✓	✓	✓	✓	✓
Spanish	Spain	es-ES	✓	✓	✓	✓	✓	✓	✓
Swedish	Sweden	sv-SE	✓		✓	✓	✓	✓	✓
Thai	Thailand	th-TH	✓		✓	✓†	✓	✓	✓
Turkish	Turkey	tr-TR	✓		✓	✓	✓	✓	✓

Notes:

Genesys offers support for a wide range of languages across the Genesys Cloud platform.
Organizations that use languages for capabilities marked with † may experience variations in performance as Genesys continues to refine and improve feature capabilities.
Genesys actively works to improve support and invites feedback to help identify prioritization. For more information, contact Product Support.
The en-US dialect is the only dialect that does not require the dialect to be set at the Trunk level.
Languages marked with • indicate that, for optimal Agent Copilot performance, organizations must use extended voice transcription service.

Genesys Virtual AgentsClick to expand

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.

Note: Virtual Agent performance may vary across languages. Genesys encourages testing with languages relevant to your use cases before you go live.

Language	Region	Language code	Virtual Agents	Virtual Agent-enabled voice bot flows	Virtual Agent-enabled digital bot flows	AI Guides	Agentic virtual agent
Arabic	United Arab Emirates	ar-AE	✓	✓	✓	✓	✓
Basque	European Union	eu-ES	✓	✓*	✓*
Catalan	Spain	ca-ES	✓	✓	✓
Chinese	Simplified/Mandarin	zh-CN	✓	✓*	✓*
	Traditional/Cantonese	zh-HK	✓	✓*	✓*
	Traditional/Mandarin	zh-TW	✓	✓*	✓*
Czech	Czechia	cs-CZ	✓	✓*	✓*		✓
Danish	Denmark	da-DK	✓	✓*	✓*		✓
Dutch	Belgium	nl-BE	✓	✓	✓		✓
Dutch	Netherlands	nl-NL	✓	✓	✓	✓	✓
English	Australia	en-AU	✓	✓	✓	✓	✓
	Great Britain	en-GB	✓	✓	✓	✓	✓
	Ireland	en-IE	✓	✓	✓
	New Zealand	en-NZ	✓	✓	✓
	United States	en-US	✓	✓	✓	✓	✓
	South Africa	en-ZA	✓	✓	✓
Filipino	Philippines	fil-PH	✓	✓*	✓*		✓
Finnish	Finland	fi-FI	✓	✓*	✓*		✓
French	Belgium	fr-BE	✓	✓	✓		✓
	Canada	fr-CA	✓	✓	✓	✓	✓
	France	fr-FR	✓	✓	✓	✓	✓
German	Germany	de-DE	✓	✓	✓	✓	✓
German	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	✓	✓*	✓*	✓	✓
Malay	Malaysia	ms-MY	✓	✓*	✓*		✓
Norwegian	Norway	nb-NO	✓	✓*	✓*		✓
Polish	Poland	pl-PL	✓	✓*	✓*		✓
Portuguese	Brazil	pt-BR	✓	✓	✓	✓	✓
Portuguese	Portugal	pt-PT	✓	✓	✓		✓
Spanish	United States	es-US	✓	✓	✓	✓	✓
Spanish	Spain	es-ES	✓	✓	✓	✓	✓
Swedish	Sweden	sv-SE	✓	✓*	✓*		✓
Thai	Thailand	th-TH	✓	✓*	✓*		✓
Turkish	Turkey	tr-TR	✓	✓*	✓*		✓

Note: An asterisk (*) denotes partial NLU support: Some features are not yet supported, such as intent classification or specific built-in entity types.

Genesys AI StudioClick to expand

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:
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.

Language	Region	Language code	Custom Summaries
Arabic	United Arab Emirates	ar-AE	✓
Dutch	Belgium	nl-BE	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
Filipino	Philippines	fil-PH	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Greek	Greece	el-GR	✓
Hebrew†	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Malay	Malaysia	ms-MY	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Spanish	United States	es-US	✓
Spanish	Spain	es-ES	✓
Thai†	Thailand	th-TH	✓

Notes:

Genesys offers support for a wide range of languages across the Genesys Cloud platform.
Organizations that use languages marked with † may experience variations in performance as Genesys continues to refine and improve feature capabilities.
Genesys actively works to improve support and invites feedback to help identify prioritization. For more information, contact Product Support.

Virtual SupervisorClick to expand

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.

Language	Region	Language code	AI scoring	AI summary and AI insights
Arabic	United Arab Emirates	ar-AE, ar-001, ar-IL, ar-BH, ar-EG, ar-TN, ar-AS	✓	✓
Danish	Denmark	da-DK	✓	✓
Dutch	Netherlands	nl-NL	✓	✓
English	Australia	en-AU	✓	✓
	Great Britain	en-GB	✓	✓
	United States	en-US	✓	✓
	South Africa	en-ZA	✓	✓
Finnish	Finland	fi-FI	✓	✓
French	Canada	fr-CA	✓	✓
French	France	fr-FR	✓	✓
German	Germany	de-DE	✓	✓
German	Switzerland	de-CH	✓	✓
Hindi	India	hi-IN	✓	✓
Italian	Italy	it-IT	✓	✓
Japanese	Japan	ja-JP	✓	✓
Korean	Korea	ko-KR	✓	✓
Norwegian	Norway	nb-NO	✓	✓
Polish	Poland	pl-PL	✓	✓
Portuguese	Portugal	pt-PT	✓	✓
Portuguese	Brazil	pt-BR	✓	✓
Spanish	Spain	es-ES	✓	✓
Spanish	United States and Latin America	es-US	✓	✓
Swedish	Sweden	sv-SE	✓	✓
Thai	Thailand	th-TH	✓	✓
Turkish	Turkey	tr-TR	✓	✓

Genesys Cloud CopilotClick to expand

Genesys Cloud Copilot is an AI-powered assistant embedded directly in Genesys Cloud. It helps administrators, supervisors, and operations leaders use natural language to complete tasks.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
Dutch	Netherlands	nl-NL	✓
English	United States	en-US	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
Hindi	India	hi-IN	✓
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	✓

*Notes:

Genesys legacy TTS and ASR only: Due to language model size, when you enable the Japanese language, then you cannot use any other language than English. To request Japanese language support for your organization, contact Genesys Cloud Product Support. This limitation does not affect Genesys enhanced TTS.
Support for Thai is limited.
For more information about enabling beta languages, contact Product Support.

Considerations

Keep in mind the following caveats:

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.

Sublocale support for date and time formats is being rolled out across Genesys Cloud interfaces. In supported interfaces, the Genesys Cloud 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.

The Workforce Management agents interface, and most other interfaces, are supported. The Analytics and Workforce Management administrator interfaces will adopt this behavior in a future release.

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2026-06-10	Refined the wording under the Genesys Cloud screen recording heading in the Virtual Desktop Infrastructure (VDI) support section to make expected behavior and performance considerations associated with screen recording in VDI deployments more clear.
2026-05-26	Removed the check OS and browser version link as it no longer functions correctly with the new browsers.
2025-11-17	Added Note about PCs should exceed the minimum system requirements when using the multiple contextual panels feature.
2025-10-13	Removed Windows 10 operating system support information due to deprecation.
2025-04-08	Removed Genesys Cloud Supervisor Added Genesys Insights
2024-10-28	Added to the Workforce management screen resolution requirements section: To ensure the best experience, the Main Forecast user interface requires a resolution of 1920 x 1080 for best experience. The performance of the Main Forecast UI is system-dependent, and Genesys recommends that system specs be more than the minimum suggested.
2024-06-24	Added a Genesys Messenger requirements section. Changed the wording of the Genesys Cloud Background Assistant (GCBA) Chromium version update information.
2024-02-28	Reorganized the Supported web browser section and added a description and link to the Disable your browser’s sleep mode setting article.
2023-10-11	Removed Windows 8 operating system support information due to deprecation.
2023-07-12	Added Android to the Genesys Cloud Communicate section of Mobile app requirements.
2023-06-14	Added note that running Microsoft Edge in IE compatibility mode is not supported.
2023-05-03	Added Microsoft Edge Chromium and Firefox browser support for Genesys Cloud Background Assistant. Added Genesys Cloud for Chrome and Genesys Cloud for Firefox browser extension support for Genesys Cloud Background Assistant.
2023-04-27	Added Supported browsers matrix.
2023-03-08	Updated and consolidated the information in the Genesys Cloud Background Assistant section.
2022-12-22	Removed Windows 7 operating system support information due to deprecation.
2022-12-07	Removed Microsoft Edge Legacy browser support information due to deprecation.
2022-11-02	Added a system requirements bullet and updated the Supported browsers section to include content about GCBA.
2022-08-17	Added notification flag about Deprecation: Windows 7 support for the desktop app.
2022-08-10	Added notification flag about Microsoft Edge Legacy web browser support deprecation.
2022-06-20	Added Windows 11 operating system to Desktop app requirements.
2022-05-25	Updated Supported web browsers section to clarify Chrome version support.
2022-05-04	Updated the Desktop app requirements section to clarify Genesys support policy for desktop app versions.
2022-04-27	Updated System requirements section to clarify that PCs exceed the minimum system requirements for multi-monitor screen recording.
2021-11-17	Updated the Screen sharing specifications in the Video chat requirements section. Browser extensions are no longer required.
2021-06-16	Updated the Virtual Desktop Infrastructure (VDI) support section with details on WebRTC Media Helper.
2021-03-10	Updated Supported web browsers section for full Microsoft Edge Chromium support.
2021-02-24	Added recommendation for antimalware on each Genesys Cloud device or computer.
2020-10-14	Updated the Mobile apps section for Genesys Tempo and Genesys Cloud Communicate support.
2020-10-09	Updated Supported web browsers section for Microsoft Edge Chromium support.
2020-10-07	Updated Desktop app section for Chromium Embeddable Framework update policy.
2020-09-02	Updated Network bandwidth in the Video chat requirements section to clarify the Voice only setting definition.
2020-06-24	Updated the section that explains Genesys Cloud’s support of Virtual Desktop Infrastructure (VDI) environments.
2020-05-20	Updated Supported web browsers section to clarify ESR release support for the Firefox browser.
2020-04-01	Updated Supported web browsers section to clarify Firefox version support.
2020-03-18	Updated System requirements section to clarify minimum system requirements when WebRTC voice, video, or third-party, resource-intensive software is used.
2020-03-11	Updated Supported web browsers section to clarify Safari and Microsoft Edge version support.
2020-03-04	Updated VDI support section to clarify Genesys policy.
2020-01-29	Updated the Mobile requirements for Android devices.
2020-01-15	Added Desktop app requirements section.
2020-01-06	Added note about requirements for Genesys Cloud embedded clients in the System requirements section.
2019-12-11	Clarified note on Chrome and Firefox automatic updates.
2019-12-04	Removed support for Internet Explorer 11. For more information, see Deprecation: Internet Explorer 11 support for web app and Architect.
2019-07-24	Clarified Chrome and Firefox version support.
2019-06-26	Added information about operating system requirements for the web app.
2019-05-08	Added a section that explains Genesys Cloud’s position on Virtual Desktop Infrastructure (VDI) support.
2019-03-06	Added Internet Explorer support information for Performance Dashboards.
2018-09-26	Added link to FAQ to the multiple simultaneous logins recommendation note in System requirements section.
2018-08-08	Added multiple simultaneous logins recommendation note in System requirements section.
2018-07-25	Added VDI note in System requirements section notes. Fixed typo in System requirements section notes.
2018-06-27	Added Revision history table.
2018-06-21	Corrected supported languages section.
2018-06-20	Added supported languages section.
2018-06-14	Reorganized the layout of the article using collapsible sections. Worked extensively with Genesys Cloud testing and development to verify and update all requirements. Updated the following in system requirements: 64-bit operating system, Mac OS supported versions, Windows supported versions, RAM requirements, and processor requirements. Included desktop app requirements in system requirements. Updated the following in supported web browsers: moved Safari from full support to limited support and added a link to verify your browser. Updated the following in mobile app requirements: reorganized the information into a table, updated the iOS version requirements for Genesys Cloud Collaborate, and added requirements for Genesys Cloud Supervisor.
2018-06-07	Title of article changed to Genesys Cloud system requirements. RAM requirements updated.

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Genesys Cloud system requirements

AI-generated summary

The system requirements detail the browsers, operating systems, hardware, and other components supported by Genesys Cloud.

Note: Be sure to check out the article for detailed information on the ports and services that you’ll need to configure on your company firewall to effectively use Genesys Cloud.

System requirementsClick to expand

64-bit operating system
4 GB RAM minimum (8 GB RAM recommended)
Dual-core processor
400 MB hard drive space (required to install the desktop app)
For the desktop app, one of the following operating systems:
- Mac OS — two versions previous to the current release
- Windows 11

For the web app: Any desktop operating system that meets the other system requirements and can install a supported web browser, such as Linux and Chrome OS.

Additional requirements

JavaScript must be enabled
Minimum screen resolution: 1024 x 768

Notes:

Genesys recommends against multiple simultaneous logins to the same Genesys Cloud account. For example, the same account logged in to multiple tabs or browsers, the same account logged in to the desktop app and in a browser, or the same account logged in to different computers at the same time. For more information, see the FAQ Why do multiple concurrent Genesys Cloud logins cause problems?
Genesys recommends that PCs exceed the minimum system requirements when WebRTC voice, video, or third-party resource-intensive software is used. For example, third-party applications can be more resource-intensive than Genesys Cloud. Since the type and number of additional applications in any machine is different, Genesys cannot provide specific guidance. The best approach is experimentation with the desired agent configuration to ensure that the machine has enough CPU, memory, and networking to support all applications comfortably.
Genesys recommends that each Genesys Cloud-enabled device or computer includes antimalware protection. For more information, see Malware and antispam protection best practices.
Some antivirus software runs real-time inspection on HTTPS and audio packets, and may lower the audio quality of WebRTC.
For Genesys Cloud embedded clients, the minimum system requirements are based on the host or browser running the client, and vary based on the implementation. For more information, see Browser requirements for the Genesys Cloud embedded clients.
Genesys recommends that PCs exceed the minimum system requirements when screen recording is enabled for a desktop with multiple monitors, to successfully handle recording multiple concurrent digital interactions. For more information, see Multi-monitor screen recording.
Genesys recommends that PCs exceed the minimum system requirements when using the multiple contextual panels feature. For more information, see Navigate the Agent Workspace.

Virtual Desktop Infrastructure (VDI) supportClick to expand

Genesys Cloud telephony

Desktop	Physical phone	WebRTC phone
Virtual Desktop	Yes	Yes^*
Physical Desktop	Yes	Yes

*With WebRTC Media Helper

Genesys Cloud screen recording

Screen recording will not work if Genesys Cloud Background Assistant is deployed on the user’s endpoint, outside the VDI, while using Genesys Cloud in a web browser that is running in the VDI

Supported web browsersClick to expand

Browser matrix

Browser	Core features	Video chat	Screen sharing	WebRTC Media Helper	WebRTC phone	Background Assistant	Screen Recording Playback
Chrome
Edge
Firefox
Safari

Supported | Not Supported

Full support

Chrome — Requires current major release or one version previous.
- Chrome major releases occur monthly.
Microsoft Edge Chromium — Requires current release.
Firefox — Requires current release, one version previous, current ESR release, or transitional ESR release
- Genesys supports the transitional ESR release only during the time period in which the new ESR release is tested and certified. For more information, see Firefox ESR release cycle.
- Firefox scripts may not load unless AdBlocker or AdBlockPlus are disabled.

Notes:

Firefox and Chrome update themselves automatically. Versions of Firefox and Chrome are only an issue if the customer’s IT department restricts automatic updates.
Running Microsoft Edge in IE compatibility mode is not supported.

Limited support

Safari — Requires current release.
- Video chat not supported
- Screen sharing not supported
- Genesys Cloud WebRTC phone not supported
- Genesys Cloud Background Assistant not supported
- Screen recording playback not supported

Disable your browser’s sleep mode setting

Genesys Messenger requirementsClick to expand

Desktop

Microsoft Edge Chromium — Current release or one version previous.
Google Chrome — Current release or one version previous.
Firefox — Current release or one version previous.
Safari — Current release.

Mobile

Google Chrome on Android — Current release or one version previous.
Safari on iOS — Current release or one version previous.

Desktop app requirementsClick to expand

Desktop app	Version support
Mac	Genesys supports the latest Mac desktop app version
Windows	Genesys supports the latest Windows desktop app version

Notes:

Genesys supports only the latest desktop app version. If customers experience an issue with an earlier version, Genesys recommends that they update to the latest version to resolve the issue.
Genesys updates the Mac and Windows desktop applications for the latest major version of the Chromium Embeddable Framework (CEF) within 30 days of that version’s availability. Under certain rare circumstances, Genesys may skip a Chromium version update if unresolvable issues are discovered in that version.

Video chat requirementsClick to expand

Video chat is supported in the desktop and browser apps but has additional requirements and specifications.

Supported browsers

Chrome
Firefox
Edge

Network bandwidth

We recommend the following bandwidth for each quality setting:

High Definition (HD): 1mbps – 2mbps per connected user in the video chat
Medium Definition: 500kbps – 1mbps per connected user in the video chat
Low Definition: 100kbps – 500kbps per connected user in the video chat
Voice only (camera off) : 32kbps – 150kbps per connected user in the video chat

Video chat specifications

Twelve (12) maximum participants
Browser app: a camera that is a recognized video device by your browser

Screen sharing enables Genesys Cloud users to share a screen, a specific window, or the entire desktop in Chrome, Firefox, Microsoft Edge Chromium, and the desktop app.

Workforce management screen resolution requirementsClick to expand

Genesys Cloud Background Assistant requirementsClick to expand

Genesys Cloud only supports Genesys Cloud Background Assistant (GCBA) in Windows 11.

You must always run the most recent version of GCBA. If you experience issues with GCBA, update to the latest version to resolve the issue.

Genesys Cloud updates GCBA on a recurring basis with a current version of Chromium to ensure that essential bug fixes are addressed in a timely manner.

Supported web browsers

Full support

Chrome — Requires current major release or one version previous.
- Chrome major releases occur monthly.
Microsoft Edge Chromium — Requires current release.
Firefox — Requires current release.

Mobile app requirementsClick to expand

Genesys Cloud Collaborate

Supported devices	Operating system requirements
iPhone and iPad	One version previous to the current iOS
Android device	Up to four years previous to the current Android OS version

Genesys Insights

Supported devices	Operating system requirements
iPhone and iPad	One version previous to the current iOS
Android device	Up to four years previous to the current Android OS version

Genesys Tempo™

Supported devices	Operating system requirements
iPhone	One version previous to the current iOS
Android device	Up to four years previous to the current Android OS version

Genesys Cloud Associate

Supported devices	Operating system requirements
iPhone and iPad	One version previous to the current iOS
Android device	Up to four years previous to the current Android OS version

For download information, see Mobile apps.

Genesys Cloud supported languagesClick to expand

Genesys Cloud and Architect user interface language support

Genesys Cloud
Architect

The Genesys Cloud user interface is available in these languages.

Arabic (beta)
Chinese (Simplified)
Chinese (Traditional)
Czech
Danish
Dutch
English

Finnish
French (France)
German
Italian
Hebrew (beta)
Hindi

Japanese
Korean
Norwegian
Polish
Portuguese (Brazil)
Portuguese (Portugal)

Russian
Spanish
Swedish
Thai
Turkish
Ukrainian

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.

Supported language tiers

Genesys Cloud supports Tier 1 languages listed in this section, and considers any language not listed in the table as Tier 2 and provides limited support.

Tier 1 language supportClick to expand

Language	Region	Language code
Arabic	United Arab Emirates	ar-AE
English	Australia	en-AU
	Great Britain	en-GB
	United States	en-US
Dutch	Netherlands	nl-NL
French	Canada	fr-CA
French	France	fr-FR
German	Germany	de-DE
German	Switzerland	de-CH
Hindi	India	hi-IN
Japanese	Japan	ja-JP
Korean	Korea	ko-KR
Portuguese	Brazil	pt-BR
Spanish	Spain	es-ES
Spanish	United States / LATAM	es-US

Genesys Cloud additional features language support

Note: Genesys Cloud uses a single female voice for each language. Genesys Cloud does not currently support multiple genders or multiple voice characters for TTS.

IVR system promptsClick to expand

Architect-provided, generic prompts to indicate numbers, dates, days of the week, and months.

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Chinese	Traditional - Hong Kong S.A.R.	zh-HK	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portuguese	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Thai	Thailand	th-TH	✓

EWT, PIQ, and caller collect input verificationClick to expand

Audio playback that indicates a customer's wait time, designated order in queue, and verified customer input.

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Chinese	Traditional - Hong Kong S.A.R.	zh-HK	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portuguese	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Thai*	Thailand	th-TH	✓

TUI and ringbackClick to expand

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	BETA
Spanish	United States and Latin America	es-US	✓

Whisper audioClick to expand

Allows the agent to receive whisper audio, which lets them know what queue the caller entered before the agent connects to the call.

Language	Region	Language code	Supported
Afrikaans	Afrikaans (Namibia)	af-NA	✓
Akan	Akan	ak-GH	✓
Arabic	World	ar-001	✓
	United Arab Emirates	ar-AE	✓
	Bahrain	ar-BH	✓
	Egypt	ar-EG	✓
	Israel	ar-IL	✓
	Jordan	ar-JO	✓
	Saudi Arabia	ar-SA	✓
	Tunisia	ar-TN	✓
Bulgarian	Bulgaria	bg-BG	✓
Bengali	India	bn-IN	✓
Catalan	Spain	ca-ES	✓
Chinese	Simplified - People's Republic of China	zh-CN	✓
	Traditional - Hong Kong S.A.R.	zh-HK	✓
	Simplified - Macau SAR China	zh-MO	✓
	Taiwan	zh-TW	✓
Croatian	Croatia	hr-HR	✓
Czech	Czechia	cs-CZ	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
Dutch	Belgium	nl-BE	✓
English	Australia	en-AU	✓
	Canada	en-CA	✓
	Great Britain	en-GB	✓
	Hong Kong	en-HK	✓
	India	en-IN	✓
	Ireland	en-IE	✓
	Kenya	en-KE	✓
	New Zealand	en-NZ	✓
	Philippines	en-PH	✓
	Singapore	en-SG	✓
	South Africa	en-ZA	✓
	United States	en-US	✓
Estonian	Estonia	et-EE	✓
Finnish	Finland	fi-FI	✓
Filipino	Philippines	fil-PH	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	Côte d'Ivoire	fr-CI	✓
	France	fr-FR	✓
	Switzerland	fr-CH	✓
German	Austria	de-AT	✓
	Germany	de-DE	✓
	Switzerland	de-CH	✓
Georgian	Georgia	ka-GE	✓
Greek	Greece	el-GR	✓
Gujarati	India	gu-IN	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Hungarian	Hungary	hu-HU	✓
Icelandic	Iceland	is-IS	✓
Indonesian	Indonesia	id-ID	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Khmer	Cambodia	km-KH	✓
Kannada	India	kn-IN	✓
Kinyarwanda	Rwanda	rw-RW	✓
Korean	North Korea	ko-KP	✓
Korean	Korea	ko-KR	✓
Latvian	Latvia	lv-LV	✓
Lithuanian	Lithuania	lt-LT	✓
Malay	Malaysia	ms-MY	✓
Malayalam	India	ml-IN	✓
Marathi	India	mr-IN	✓
Norwegian	Norway	nb-NO	✓
Persian	Afghanistan	fa-AF	✓
Persian	Iran	fa-IR	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Romanian	Romania	ro-RO	✓
Russian	Russia	ru-RU	✓
Russian	Moldova	ru-MD	✓
Serbian	Cyrillic	sr-RS	✓
Slovak	Slovakia	sk-SK	✓
Slovenian	Slovenia	sl-SI	✓
Spanish	Argentina	es-AR	✓
	Bolivia	es-BO	✓
	Chile	es-CL	✓
	Colombia	es-CO	✓
	Costa Rica	es-CR	✓
	Dominican Republic	es-DO	✓
	Ecuador	es-EC	✓
	Spain	es-ES	✓
	Guatemala	es-GT	✓
	Mexico	es-MX	✓
	Nicaragua	es-NI	✓
	Panama	es-PA	✓
	Peru	es-PE	✓
	Paraguay	es-PY	✓
	El Salvador	es-SV	✓
	United States and Latin America	es-US	✓
	Uruguay	es-UY	✓
Swahili	Kenya	sw-KE	✓
Swahili	Tanzania	sw-TZ	✓
Swedish	Sweden	sv-SE	✓
Tamil	India	ta-IN	✓
Telugu	India	te-IN	✓
Thai	Thailand	th-TH	✓
Turkish	Turkey	tr-TR	✓
Ukrainian	Ukraine	uk-UA	✓
Urdu	India	ur-IN	✓
Urdu	Pakistan	ur-PK	✓
Vietnamese	Vietnam	vi-VN	✓
Welsh	United Kingdom	cy-GB	✓

Speech recognitionClick to expand

Converts spoken words to text within an Architect flow.

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
French	Canada	fr-CA	✓
German	Germany	de-DE	✓
Italian	Italy	it-IT	✓
Japanese*	Japan	ja-JP	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	BETA
Spanish	United States and Latin America	es-US	✓

Genesys default text-to-speechClick to expand

Converts text into audio for playback within an Architect flow.

Language	Region	Language code	Supported
Chinese	Simplified - People's Republic of China	zh-CN	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
Italian	Italy	it-IT	✓
Japanese*	Japan	ja-JP	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓

Genesys enhanced text-to-speechClick to expand

Converts text into audio for playback within an Architect flow.

Language	Region	Language code	Supported
Afrikaans	South Africa	af-ZA	✓
Arabic	Egypt	ar-EG	✓
Arabic	Saudi Arabia	ar-SA	✓
Bengali	India	bn-IN	✓
Bulgarian	Bulgaria	bg-BG	✓
Catalan	Spain	ca-ES	✓
Chinese	Mandarin	cmn-CN cmn-TW	✓
	Simplified - People's Republic of China	zh-CN	✓
	Traditional - Hong Kong S.A.R.	zh-HK	✓
	Taiwan	zh-TW	✓
	Yue - Hong Kong	yue-HK	✓
Croatian	Croatia	hr-HR	✓
Czech	Czechia	cs-CZ	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
Dutch	Belgium	nl-BE	✓
English	Australia	en-AU	✓
	Canada	en-CA	✓
	Great Britain	en-GB	✓
	Hong Kong	en-HK	✓
	India	en-IN	✓
	Ireland	en-IE	✓
	New Zealand	en-NZ	✓
	Philippines	en-PH	✓
	Singapore	en-SG	✓
	South Africa	en-ZA	✓
	United States	en-US	✓
Estonian	Estonia	et-EE	✓
Filipino	Philippines	fil-PH	✓
Finnish	Finland	fi-FI	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	France	fr-FR	✓
	Switzerland	fr-CH	✓
German	Austria	de-AT	✓
	Germany	de-DE	✓
	Switzerland	de-CH	✓
Greek	Greece	el-GR	✓
Gujarati	India	gu-IN	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Hungarian	Hungary	hu-HU	✓
Icelandic	Iceland	is-IS	✓
Indonesian	Indonesia	id-ID	✓
Irish	Ireland	ga-IE	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Kannada	India	kn-IN	✓
Korean	Korea	ko-KR	✓
Latvian	Latvia	lv-LV	✓
Lithuanian	Lithuania	lt-LT	✓
Malay	Malaysia	ms-MY	✓
Malayalam	India	ml-IN	✓
Maltese	Malta	mt-Mt	✓
Marathi	India	mr-IN	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Romanian	Romania	ro-RO	✓
Russian	Russia	ru-RU	✓
Serbian	Cyrillic	sr-RS	✓
Slovak	Slovakia	sk-SK	✓
Slovenian	Slovenia	sl-SI	✓
Spanish	Argentina	es-AR	✓
	Catalan	ca-ES	✓
	Colombia	es-CO	✓
	Mexico	es-MX	✓
	Spain	es-ES	✓
	United States and Latin America	es-US	✓
Swahili	Kenya	sw-KE	✓
Swedish	Sweden	sv-SE	✓
Tamil	India	ta-IN	✓
Telugu	India	te-IN	✓
Thai*	Thailand	th-TH	✓
Turkish	Turkey	tr-TR	✓
Ukrainian	Ukraine	uk-UA	✓
Urdu	Pakistan	ur-PK	✓
Vietnamese	Vietnam	vi-VN	✓
Welsh	United Kingdom	cy-GB	✓

Genesys enhanced speech-to-text enginesClick to expand

This section applies to voice bot flows, virtual agents, and agentic virtual agents.

Language	Region	Code	Google Cloud	Microsoft Azure	Amazon Transcribe	Genesys Native	Deepgram Flux
Arabic	UAE	ar-AE	✓	✓
Basque	European Union	eu-ES	✓	✓
Spain	Catalan	ca-ES	✓	✓	✓
Chinese	Simplified - People's Republic of China	zh-CN	✓	✓
	Traditional Hong Kong S.A.R.	zh-HK	✓	✓
	Taiwan	zh-TW	✓	✓
Czech	Czechia	cs-CZ	✓	✓
Danish	Denmark	da-DK	✓	✓
Dutch	Belgium	nl-BE	✓	✓			✓
Dutch	Netherlands	nl-NL	✓	✓			✓
English	Australia	en-AU	✓	✓	✓	✓	✓
	Great Britain	en-GB	✓	✓	✓	✓	✓
	Ireland	en-IE	✓	✓	✓		✓
	New Zealand	en-NZ	✓	✓	✓		✓
	South Africa	en-ZA	✓	✓	✓		✓
	United States	en-US	✓	✓	✓	✓	✓
Filipino	Philippines	fil-PH	✓	✓
Finnish	Finland	fi-FI	✓	✓
French	Belgium	fr-BE	✓	✓	✓		✓
	Canada	fr-CA	✓	✓	✓		✓
	France	fr-FR	✓	✓	✓		✓
German	Germany	de-DE	✓	✓	✓		✓
German	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	✓	✓
Malay	Malaysia	ms-MY	✓	✓
Norwegian	Norway	nb-NO	✓	✓
Polish	Poland	pl-PL	✓	✓
Portuguese	Brazil	pt-BR	✓	✓	✓		✓
Portuguese	Portugal	pt-PT	✓	✓	✓		✓
Spanish	Mexico	es-MX	✓	✓	✓		✓
	Spain	es-ES	✓	✓	✓		✓
	US/LATAM	es-US	✓	✓	✓	✓	✓
Swedish	Sweden	sv-SE	✓	✓			No
Thai	Thailand	th-TH	✓	✓			No
Turkish	Turkey	tr-TR	✓	✓			No

BYOT speech-to-text (STT)Click to expand

Converts audio into text for playback within an Architect flow. For more information, see About speech-to-text (STT) engines.

STT integration	Reference
Microsoft Azure Cognitive Services Speech-to-Text (STT) integration	Microsoft Azure language and voice support for the Speech service
Google Cloud Speech-to-Text (STT) integration	Google Cloud Speech-to-Text supported languages

Native voice transcriptionClick to expand

Uses Genesys native engine to transcribe contact center voice interactions into text.

Notes:

Punctuation and capitalization: All English dialects
Genesys Cloud uses a generic global model to transcribe all Arabic dialects.

Language	Region	Language code	Supported
Arabic	Arabic (world)	ar-001	✓*
	United Arab Emirates	ar-AE	✓*
	Bahrain	ar-BH	✓*
	Egypt	ar-EG	✓*
	Israel	ar-IL	✓*
	Saudi Arabia	ar-SA	✓*
	Tunisia	ar-TN	✓*
Dutch	Netherlands	nl-NL	✓*
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	India	en-IN	✓*
	South Africa	en-ZA	✓
	United States	en-US	✓
French	Canada	fr-CA	✓*
French	France	fr-FR	✓*
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Hebrew	Israel	he-IL	✓
Italian	Italy	it-IT	✓*
Japanese	Japan	ja-JP	✓*
Korean	Korea	ko-KR	✓*
Polish	Poland	pl-PL	✓*
Portuguese	Brazil	pt-BR	✓*
Portuguese	Portugal	pt-PT	✓*
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓

* Genesys is actively seeking audio data to train voice transcription for these specific languages. For more information or to express interest, contact your Genesys account team.

Extended voice transcription servicesClick to expand

Uses a third-party transcription engine to transcribe contact center voice interaction into text.

Language	Region	Language code	Supported
Afrikaans	South Africa	af-ZA	✓
Arabic	United Arab Emirates	ar-AE	✓
	Bahrain	ar-BH	✓
	Egypt	ar-EG	✓
	Israel	ar-IL	✓
	Saudi Arabia	ar-SA	✓
	Tunisia	ar-TN	✓
Basque	European Union	eu-ES	✓
Bengali	India	bn-IN	✓
Bosnian	Bosnia	bs-BA	✓
Bulgarian	Bulgaria	bg-BG	✓
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	Hong Kong	en-HK	✓
	Ireland	en-IE	✓
	India	en-IN	✓
	New Zealand	en-NZ	✓
	Singapore	en-SG	✓
	South Africa	en-ZA	✓
Estonian	Estonia	et-EE	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
Galician	Spain	gl-ES	✓ (voice only)
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Greek	Greece	el-GR	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Hungarian*	Hungary	hu-HU	✓
Indonesian	Indonesia	id-ID	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Kannada	India	kn-IN	✓ (voice only)
Korean	Korea	ko-KR	✓
Latvian	Lativia	lv-LV	✓
Lithuanian	Lithuania	lt-LT	✓ (voice only)
Malay	Malaysia	ms-MY	✓
Malayalam	India	ml-IN	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Romanian	Romania	ro-RO	✓
Russian	Russia	ru-RU	✓
Serbian	Cyrillic	sr-RS	✓
Sinhala	Sri Lanka	si-LK	✓ (voice only)
Slovak	Slovakia	sk-SK	✓
Spanish	Spain	es-ES	✓
Swahili	Kenya	sw-KE	✓
Swedish	Sweden	sv-SE	✓
Tagalog	Philippines	fil-PH	✓
Tamil	India	ta-IN	✓
Telugu	India	te-IN	✓
Thai	Thailand	th-TH	✓
Turkish*	Turkey	tr-TR	✓
Ukrainian	Ukraine	uk-UA	✓
Vietnamese	Vietnam	vi-VN	✓
Zulu	South Africa	zu-ZA	✓

* This language is not available in the Singapore and Mexico AWS regions.

Transcript translationClick to expand

Language	Language code	Supported
Afrikaans	af	✓
Albanian	sq	✓
Amharic	am	✓
Arabic	ar	✓
Armenian	hy	✓
Azerbaijani	az	✓
Bengali	bn	✓
Bosnian	bs	✓
Bulgarian	bg	✓
Catalan	ca	✓
Chinese (Simplified)	zh	✓
Chinese (Traditional)	zh-TW	✓
Croatian	hr	✓
Czech	cs	✓
Danish	da	✓
Dari	fa-AF	✓
Dutch	nl	✓
English	en	✓
Estonian	et	✓
Farsi (Persian)	fa	✓
Filipino, Tagalog	tl	✓
Finnish	fi	✓
French	fr	✓
French (Canada)	fr-CA	✓
Georgian	ka	✓
German	de	✓
Greek	el	✓
Gujarati	gu	✓
Haitian Creole	ht	✓
Hausa	ha	✓
Hebrew	he	✓
Hindi	hi	✓
Hungarian	hu	✓
Icelandic	is	✓
Indonesian	id	✓
Irish	ga	✓
Italian	it	✓
Japanese	ja	✓
Kannada	kn	✓
Kazakh	kk	✓
Korean	ko	✓
Latvian	lv	✓
Lithuanian	lt	✓
Macedonian	mk	✓
Malay	ms	✓
Malayalam	ml	✓
Maltese	mt	✓
Marathi	mr	✓
Mongolian	mn	✓
Norwegian (Bokmål)	no	✓
Pashto	ps	✓
Polish	pl	✓
Portuguese (Brazil)	pt	✓
Portuguese (Portugal)	pt-PT	✓
Punjabi	pa	✓
Romanian	ro	✓
Russian	ru	✓
Serbian	sr	✓
Sinhala	si	✓
Slovak	sk	✓
Slovenian	sl	✓
Somali	so	✓
Spanish	es	✓
Spanish (Mexico)	es-MX	✓
Swahili	sw	✓
Swedish	sv	✓
Tamil	ta	✓
Telugu	te	✓
Thai	th	✓
Turkish	tr	✓
Ukrainian	uk	✓
Urdu	ur	✓
Uzbek	uz	✓
Vietnamese	vi	✓
Welsh	cy	✓

Sentiment and agent empathy analysisClick to expand

Language	Language code	Supported
Arabic	ar-001, ar-AE, ar-BH, ar-EG, ar-IL, ar-SA, ar-TN, and others	✓*
Chinese (Simplified)	zh-CN	✓*
Chinese (Traditional)	zh-HK, zh-TW, and others	✓*
Danish	da-DK	✓*
Dutch	nl-NL	✓*
Finnish	fi-FI	✓*
English	en-AU, en-GB, en-IN, en-US, en-ZA, and others	✓
French	fr-CA, fr-FR, and others	✓
German	de-DE, de-CH	✓*
Hebrew	he-IL	✓*
Hindi	hi-IN	✓*
Italian	it-IT	✓*
Japanese	ja-JP	✓*
Korean	ko-KR	✓*
Norwegian	nb-NO	✓*
Polish	pl-PL	✓*
Portuguese	pt-BR, pt-PT, and others	✓*
Spanish	es-ES, es-US, and others	✓
Swedish	sv-SE	✓*
Turkish	tr-TR	✓*
Zulu	zu-ZA	✓*

Sensitive data maskingClick to expand

Automatically redacts Payment Card Industry (PCI) data and Personally Identifiable Information (PII) data from recordings and transcripts.

Note: Sensitive data masking supports voice, chat, and messaging interactions only. Email interactions are not currently supported.

Language	Region	Language code	Supported
Arabic	World	ar	✓
English	Australia	en-AU	✓
	New Zealand	en-NZ	✓
	United States	en-US	✓
	United Kingdom	en-GB	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓*
French	France	fr-FR	✓*
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Italian	Italy	it-IT	✓*
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Norwegian	Norway	nb-NO	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Turkish	Turkey	tr-TR	✓

Programs, topics, and phrasesClick to expand

Spot important phrases in interactions for analysis, search, and reporting.

Language	Region	Language code	Supported
Arabic	Modern Standard Arabic	ar-001	✓
	United Arab Emirates	ar-AE	✓
	Bahrain	ar-BH	✓
	Egypt	ar-EG	✓
	Israel	ar-IL	✓
	Saudi Arabia	ar-SA	✓
	Tunisia	ar-TN	✓
Chinese	Cantonese	zh-HK	✓
	Mandarin	zh-CN	✓
	Taiwan	zh-TW	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	China	en-HK	✓
	Great Britain	en-GB	✓
	Hong Kong	en-HK	✓
	India	en-IN	✓
	Ireland	en-IE	✓
	New Zealand	en-NZ	✓
	Singapore	en-SG	✓
	South Africa	en-ZA	✓
	United States	en-US	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Hebrew	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Norwegian	Norway	nb-NO	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Turkish	Turkey	tr-TR	✓
Zulu	South Africa	zu-ZA	✓

Topic minerClick to expand

Discover topics and phrases of interest to add to your speech and text analytics program.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
	Bahrain	ar-BH	✓
	Egypt	ar-EG	✓
	Israel	ar-IL	✓
	Saudia Arabia	ar-SA	✓
Danish	Denmark	da-DK	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	India	en-IN	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
Finnish	Finland	fi-FI	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Hindi	India	hi-IN	✓
Hebrew	Israel	he-IL	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Norwegian	Norway	nb-NO	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv-SE	✓
Turkish	Turkey	tk-TK	✓
Zulu	South Africa	zu-ZA	✓

MessengerClick to expand

A predefined message window and launcher button that customers use to interact with bots and agents.

Language	Region	Language code	Supported
Arabic	Egypt	ar	✓
Chinese	Simplified - People's Republic of China	zh-CN	✓
Chinese	Taiwan	zh-TW	✓
Czech	Czechia	cs	✓
Danish	Denmark	da	✓
Dutch	Netherlands	nl	✓
English	Australia	en-AU	✓
	Great Britian	en-GB	✓
	Ireland	en-IE	✓
	United States	en	✓
Estonian	Estonia	et	✓
Filipino	Philippines	fil	✓
Finnish	Finland	fi	✓
French	Canada	fr-CA	✓
French	France	fr	✓
German	Germany	de	✓
German	Switzerland	de-CH	✓
Greek	Greece	el	✓
Hebrew	Israel	he	✓
Hindi	India	hi	✓
Hungarian	Hungary	hu	✓
Indonesian	Indonesia	id	✓
Italian	Italy	it	✓
Japanese	Japan	ja	✓
Korean	Korea	ko	✓
Latvian	Latvia	lv	✓
Lithuanian	Lithuania	lt	✓
Malay	Malaysia	ms	✓
Norwegian	Norway	no	✓
Polish	Poland	pl	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Romanian	Romania	ro	✓
Russian	Russia	ru	✓
Slovak	Slovakia	sk	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓
Swedish	Sweden	sv	✓
Thai	Thailand	th	✓
Turkish	Turkey	tr	✓
Ukrainian	Ukraine	uk	✓

Genesys voice bot flowsClick to expand

A tool to build bots within Architect and then integrate them into voice bot flows.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
Basque*	European Union	eu-ES	✓
Catalan	Spain	ca-ES	✓
Chinese*	Simplified/Mandarin	zh-CN	✓
	Traditional/Cantonese	zh-HK	✓
	Traditional/Mandarin	zh-TW	✓
Czech*	Czechia	cs-CZ	✓
Danish*	Denmark	da-DK	✓
Dutch	Belgium	nl-BE	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	Ireland	en-IE	✓
	New Zealand	en-NZ	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
Filipino*	Philippines	fil-PH	✓
Finnish*	Finland	fi-FI	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	France	fr-FR	✓
German	Germany	de-DE	✓
German	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	✓
Malay*	Malaysia	ms-MY	✓
Norwegian*	Norway	nb-NO	✓
Polish*	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Mexico	es-MX	✓
	Spain	es-ES	✓
	United States and Latin America	es-US	✓
Swedish*	Sweden	sv-SE	✓
Thai*	Thailand	th-TH	✓
Turkish*	Turkey	tr-TR	✓

Notes: An asterisk (*) denotes partial NLU support: Some features are not yet supported, such as intent classification or specific built-in entity types.

Genesys digital bot flowsClick to expand

A tool to build bots within Architect and then integrate them into chat, email, and message flows.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
Basque*	European Union	eu-ES	✓
Catalan	Spain	ca-ES	✓
Chinese*	Simplified/Mandarin	zh-CN	✓
	Traditional/Cantonese	zh-HK	✓
	Traditional/Mandarin	zh-TW	✓
Czech*	Czechia	cs-CZ	✓
Danish*	Denmark	da-DK	✓
Dutch	Belgium	nl-BE	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	Ireland	en-IE	✓
	New Zealand	en-NZ	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
Filipino*	Philippines	fil-PH	✓
Finnish*	Finland	fi-FI	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	France	fr-FR	✓
German	Germany	de-DE	✓
German	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	✓
Malay*	Malaysia	ms-MY	✓
Norwegian*	Norway	nb-NO	✓
Polish*	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Mexico	es-MX	✓
	Spain	es-ES	✓
	United States and Latin America	es-US	✓
Swedish*	Sweden	sv-SE	✓
Thai*	Thailand	th-TH	✓
Turkish*	Turkey	tr-TR	✓

Notes:An asterisk (*) denotes partial NLU support: Some features are not yet supported, such as intent classification or specific built-in entity types.

Inbound email flow AI intent and entity detectionClick to expand

Automatically understand and respond to the purpose of incoming emails, reducing the need for manual routing and keyword-based rules.

Language	Region	Language code	Supported
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
Dutch	Netherlands	nl-NL	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
Japanese	Japan	ja-JP	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓

Intent minerClick to expand

Analyze chat, message, and transcripts to determine customer intents and utterances.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	India	en-IN	✓
	United States	en-US	✓
	South Africa	en-ZA	✓
French	Canada	fr-CA	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Portuguese	Brazil	pt-BR	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Spain	es-ES	✓
Spanish	United States and Latin America	es-US	✓

Knowledge FabricClick to expand

Add content sources and knowledge configurations that allow Knowledge Fabric to understand and respond to conversations, and ensure that customers get the answers they need.

Language	Region	Language code	Supported	Status
Arabic	United Arab Emirates	ar-AE	✓	Generally available
Czech	Czechia	cs-CZ	✓	Generally available
Dutch	Netherlands	nl-NL	✓	Generally available
English	Australia	en-AU	✓	Generally available
	Great Britain	en-GB	✓	Generally available
	United States	en-US	✓	Generally available
French	Canada	fr-CA	✓	Generally available
French	France	fr-FR	✓	Generally available
German	Switzerland	de-CH	✓	Generally available
German	Germany	de-DE	✓	Generally available
Hindi	India	hi-IN	✓	Generally available
Hungarian	Hungary	hu-HU	✓	Generally available
Italian	Italy	it-IT	✓	Generally available
Japanese	Japan	ja-JP	✓	Generally available
Korean	Korea	ko-KR	✓	Generally available
Norwegian	Norway	nb-NO	✓	Generally available
Portuguese	Brazil	pt-BR	✓	Generally available
Spanish	Spain	es-ES	✓	Generally available
Spanish	United States	es-US	✓	Generally available

Knowledge workbench version 2Click to expand

Language	Region	Language code	Knowledge workbench	Content Search	Status
Arabic	United Arab Emirates	ar-AE	✓	✓	Generally available
Catalan	Spain	ca-ES	✓		Generally available
Chinese	Mandarin	zh-CN	✓		Generally available
Chinese	Taiwan	zh-TW	✓		Generally available
Czech	Czechia	cs-CZ	✓	✓	Generally available
Danish	Denmark	da-DK	✓	✓	Generally available
Dutch	Belgium	nl-BE	✓	✓	Generally available
Dutch	Netherlands	nl-NL	✓	✓	Generally available
English	Australia	en-AU	✓	✓	Generally available
	Canada	en-CA	✓	✓	Generally available
	Great Britain	en-GB	✓	✓	Generally available
	Hong Kong	en-HK	✓	✓	Generally available
	India	en-IN	✓	✓	Generally available
	Ireland	en-IE	✓	✓	Generally available
	New Zealand	en-NZ	✓	✓	Generally available
	Philippines	en-PH	✓	✓	Generally available
	Singapore	en-SG	✓	✓	Generally available
	South Africa	en-ZA	✓	✓	Generally available
	United States	en-US	✓	✓	Generally available
	United Kingdom	en-UK	✓	✓	Generally available
Filipino*	Philippines	fil-PH	✓	✓	Generally available
Finnish	Finland	fi-FI	✓	✓	Generally available
French	Belgium	fr-BE	✓	✓	Generally available
	Canada	fr-CA	✓	✓	Generally available
	France	fr-FR	✓	✓	Generally available
	Switzerland	fr-CH	✓		Generally available
German	Austria	de-AT	✓		Generally available
	Switzerland	de-CH	✓	✓	Generally available
	Germany	de-DE	✓	✓	Generally available
Greek*	Greece	el-GR	✓		Generally available
Hebrew*	Israel	he-IL	✓		Generally available
Hindi	India	hi-IN	✓	✓	Generally available
Hungarian	Hungary	hu-HU	✓	✓	Generally available
Italian	Italy	it-IT	✓	✓	Generally available
Japanese	Japan	ja-JP	✓	✓	Generally available
Korean	Korea	ko-KR	✓		Generally available
Malay*	Malaysia	ms-MY	✓		Generally available
Norwegian	Norway	nb-NO	✓	✓	Generally available
Polish	Poland	pl-PL	✓		Generally available
Portuguese	Brazil	pt-BR	✓	✓	Generally available
Portuguese	Portugal	pt-PT	✓	✓	Generally available
Spanish	Argentina	es-AR	✓		Generally available
	Columbia	es-CO	✓		Generally available
	Mexico	es-MX	✓		Generally available
	Spain	es-ES	✓	✓	Generally available
	United States	es-US	✓	✓	Generally available
Swedish	Sweden	sv-SE	✓	✓	Generally available
Thai	Thailand	th-TH	✓		Generally available
Turkish	Turkey	tr-TR	✓	✓	Generally available
Ukrainian	Ukraine	uk-UA	✓		Generally available
Vietnamese	Vietnam	vi-VN	✓		Generally available

Genesys Agent AssistClick to expand

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.

Language	Region	Language code	Supported knowledge surfacing digital	Supported Summary Digital	Supported knowledge surfacing voice	Supported Summary Voice
Arabic	United Arab Emirates	ar-AE	✓
Dutch	Netherlands	nl-NL	✓	✓	✓	✓
English	Australia	en-AU	✓	✓	✓	✓
	Canada	en-CA	✓	✓	✓
	Great Britain	en-GB	✓	✓	✓
	Hong Kong	en-HK	✓	✓	✓
	India	en-IN	✓	✓	✓	✓
	Ireland	en-IE	✓	✓	✓
	New Zealand	en-NZ	✓	✓	✓
	Philippines	en-PH	✓	✓	✓
	Singapore	en-SG	✓	✓	✓
	South Africa	en-ZA	✓	✓	✓	✓
	Spanish	en-ES		✓		✓
	United States	en-US	✓**	✓**	✓	✓
	United Kingdom	en-UK	✓	✓	✓	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓	✓	✓	✓
	France	fr-FR	✓	✓	✓	✓
	Switzerland	fr-CH	✓
German	Austria	de-AT	✓
	Switzerland	de-CH	✓
	Germany	de-DE	✓	✓	✓	✓
Italian	Italy	it-IT	✓	✓	✓	✓
Japanese	Japan	ja-JP	✓	✓	✓	✓
Portuguese	Brazil	pt-BR	✓	✓	✓	✓
Portuguese	Portugal	pt-PT	✓
Spanish	Argentina	es-AR	✓		✓
	Columbia	es-CO	✓		✓
	Mexico	es-MX	✓		✓
	United States	es-US	✓	✓	✓	✓
	Spain	es-ES	✓	✓	✓	✓

**Supported in outbound conversations.

Genesys Agent CopilotClick to expand

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.

Language	Region	Language code	Knowledge workbench V2 (knowledge base V2)	Knowledge fabric (knowledge configuration)	Intent-based NBA	Summarization	Advanced summarization	Wrap-up code prediction	AI generated answers for manual search
Arabic	United Arab Emirates•	ar-AE	✓	✓	✓	✓	✓	✓	✓
Czech	Czechia	cs-CZ	✓	✓	✓	✓	✓	✓	✓
Danish	Denmark	da-DK	✓		✓	✓	✓	✓	✓
Dutch	Belgium	nl-BE	✓		✓	✓	✓	✓	✓
Dutch	Netherlands•	nl-NL	✓	✓	✓	✓	✓	✓	✓
English	Australia	en-AU	✓	✓	✓	✓	✓	✓	✓
	Great Britain	en-GB	✓	✓	✓	✓	✓	✓	✓
	United States	en-US	✓*	✓	✓*	✓*	✓	✓	✓
Filipino	Philippines	fil-PH	✓	✓	✓	✓	✓	✓	✓
Finnish	Finland	fi-FI	✓		✓	✓	✓	✓	✓
French	Belgium	fr-BE	✓		✓	✓	✓	✓	✓
	Canada•	fr-CA	✓	✓	✓	✓	✓	✓	✓
	France•	fr-FR	✓	✓	✓	✓	✓	✓	✓
German	Germany•	de-DE	✓	✓	✓	✓	✓	✓	✓
German	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	✓	✓	✓	✓	✓	✓	✓
Malay	Malaysia	ms-MY	✓	✓	✓	✓	✓	✓	✓
Norwegian	Norway	nb-NO	✓	✓	✓	✓	✓	✓	✓
Polish	Poland	pl-PL	✓		✓	✓	✓	✓	✓
Portuguese	Brazil•	pt-BR	✓	✓	✓	✓	✓	✓	✓
Portuguese	Portugal•	pt-PT	✓		✓	✓	✓	✓	✓
Spanish	United States	es-US	✓	✓	✓	✓	✓	✓	✓
Spanish	Spain	es-ES	✓	✓	✓	✓	✓	✓	✓
Swedish	Sweden	sv-SE	✓		✓	✓	✓	✓	✓
Thai	Thailand	th-TH	✓		✓	✓†	✓	✓	✓
Turkish	Turkey	tr-TR	✓		✓	✓	✓	✓	✓

Notes:

Genesys offers support for a wide range of languages across the Genesys Cloud platform.
Organizations that use languages for capabilities marked with † may experience variations in performance as Genesys continues to refine and improve feature capabilities.
Genesys actively works to improve support and invites feedback to help identify prioritization. For more information, contact Product Support.
The en-US dialect is the only dialect that does not require the dialect to be set at the Trunk level.
Languages marked with • indicate that, for optimal Agent Copilot performance, organizations must use extended voice transcription service.

Genesys Virtual AgentsClick to expand

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.

Note: Virtual Agent performance may vary across languages. Genesys encourages testing with languages relevant to your use cases before you go live.

Language	Region	Language code	Virtual Agents	Virtual Agent-enabled voice bot flows	Virtual Agent-enabled digital bot flows	AI Guides	Agentic virtual agent
Arabic	United Arab Emirates	ar-AE	✓	✓	✓	✓	✓
Basque	European Union	eu-ES	✓	✓*	✓*
Catalan	Spain	ca-ES	✓	✓	✓
Chinese	Simplified/Mandarin	zh-CN	✓	✓*	✓*
	Traditional/Cantonese	zh-HK	✓	✓*	✓*
	Traditional/Mandarin	zh-TW	✓	✓*	✓*
Czech	Czechia	cs-CZ	✓	✓*	✓*		✓
Danish	Denmark	da-DK	✓	✓*	✓*		✓
Dutch	Belgium	nl-BE	✓	✓	✓		✓
Dutch	Netherlands	nl-NL	✓	✓	✓	✓	✓
English	Australia	en-AU	✓	✓	✓	✓	✓
	Great Britain	en-GB	✓	✓	✓	✓	✓
	Ireland	en-IE	✓	✓	✓
	New Zealand	en-NZ	✓	✓	✓
	United States	en-US	✓	✓	✓	✓	✓
	South Africa	en-ZA	✓	✓	✓
Filipino	Philippines	fil-PH	✓	✓*	✓*		✓
Finnish	Finland	fi-FI	✓	✓*	✓*		✓
French	Belgium	fr-BE	✓	✓	✓		✓
	Canada	fr-CA	✓	✓	✓	✓	✓
	France	fr-FR	✓	✓	✓	✓	✓
German	Germany	de-DE	✓	✓	✓	✓	✓
German	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	✓	✓*	✓*	✓	✓
Malay	Malaysia	ms-MY	✓	✓*	✓*		✓
Norwegian	Norway	nb-NO	✓	✓*	✓*		✓
Polish	Poland	pl-PL	✓	✓*	✓*		✓
Portuguese	Brazil	pt-BR	✓	✓	✓	✓	✓
Portuguese	Portugal	pt-PT	✓	✓	✓		✓
Spanish	United States	es-US	✓	✓	✓	✓	✓
Spanish	Spain	es-ES	✓	✓	✓	✓	✓
Swedish	Sweden	sv-SE	✓	✓*	✓*		✓
Thai	Thailand	th-TH	✓	✓*	✓*		✓
Turkish	Turkey	tr-TR	✓	✓*	✓*		✓

Note: An asterisk (*) denotes partial NLU support: Some features are not yet supported, such as intent classification or specific built-in entity types.

Genesys AI StudioClick to expand

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:
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.

Language	Region	Language code	Custom Summaries
Arabic	United Arab Emirates	ar-AE	✓
Dutch	Belgium	nl-BE	✓
Dutch	Netherlands	nl-NL	✓
English	Australia	en-AU	✓
	Great Britain	en-GB	✓
	United States	en-US	✓
Filipino	Philippines	fil-PH	✓
French	Belgium	fr-BE	✓
	Canada	fr-CA	✓
	France	fr-FR	✓
German	Germany	de-DE	✓
German	Switzerland	de-CH	✓
Greek	Greece	el-GR	✓
Hebrew†	Israel	he-IL	✓
Hindi	India	hi-IN	✓
Italian	Italy	it-IT	✓
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Malay	Malaysia	ms-MY	✓
Polish	Poland	pl-PL	✓
Portuguese	Brazil	pt-BR	✓
Spanish	United States	es-US	✓
Spanish	Spain	es-ES	✓
Thai†	Thailand	th-TH	✓

Notes:

Genesys offers support for a wide range of languages across the Genesys Cloud platform.
Organizations that use languages marked with † may experience variations in performance as Genesys continues to refine and improve feature capabilities.
Genesys actively works to improve support and invites feedback to help identify prioritization. For more information, contact Product Support.

Virtual SupervisorClick to expand

Language	Region	Language code	AI scoring	AI summary and AI insights
Arabic	United Arab Emirates	ar-AE, ar-001, ar-IL, ar-BH, ar-EG, ar-TN, ar-AS	✓	✓
Danish	Denmark	da-DK	✓	✓
Dutch	Netherlands	nl-NL	✓	✓
English	Australia	en-AU	✓	✓
	Great Britain	en-GB	✓	✓
	United States	en-US	✓	✓
	South Africa	en-ZA	✓	✓
Finnish	Finland	fi-FI	✓	✓
French	Canada	fr-CA	✓	✓
French	France	fr-FR	✓	✓
German	Germany	de-DE	✓	✓
German	Switzerland	de-CH	✓	✓
Hindi	India	hi-IN	✓	✓
Italian	Italy	it-IT	✓	✓
Japanese	Japan	ja-JP	✓	✓
Korean	Korea	ko-KR	✓	✓
Norwegian	Norway	nb-NO	✓	✓
Polish	Poland	pl-PL	✓	✓
Portuguese	Portugal	pt-PT	✓	✓
Portuguese	Brazil	pt-BR	✓	✓
Spanish	Spain	es-ES	✓	✓
Spanish	United States and Latin America	es-US	✓	✓
Swedish	Sweden	sv-SE	✓	✓
Thai	Thailand	th-TH	✓	✓
Turkish	Turkey	tr-TR	✓	✓

Genesys Cloud CopilotClick to expand

Genesys Cloud Copilot is an AI-powered assistant embedded directly in Genesys Cloud. It helps administrators, supervisors, and operations leaders use natural language to complete tasks.

Language	Region	Language code	Supported
Arabic	United Arab Emirates	ar-AE	✓
Dutch	Netherlands	nl-NL	✓
English	United States	en-US	✓
French	France	fr-FR	✓
German	Germany	de-DE	✓
Hindi	India	hi-IN	✓
Japanese	Japan	ja-JP	✓
Korean	Korea	ko-KR	✓
Portuguese	Brazil	pt-BR	✓
Spanish	Spain	es-ES	✓

*Notes:

Genesys legacy TTS and ASR only: Due to language model size, when you enable the Japanese language, then you cannot use any other language than English. To request Japanese language support for your organization, contact Genesys Cloud Product Support. This limitation does not affect Genesys enhanced TTS.
Support for Thai is limited.
For more information about enabling beta languages, contact Product Support.

Considerations

Keep in mind the following caveats:

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

The Workforce Management agents interface, and most other interfaces, are supported. The Analytics and Workforce Management administrator interfaces will adopt this behavior in a future release.

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2026-06-10	Refined the wording under the Genesys Cloud screen recording heading in the Virtual Desktop Infrastructure (VDI) support section to make expected behavior and performance considerations associated with screen recording in VDI deployments more clear.
2026-05-26	Removed the check OS and browser version link as it no longer functions correctly with the new browsers.
2025-11-17	Added Note about PCs should exceed the minimum system requirements when using the multiple contextual panels feature.
2025-10-13	Removed Windows 10 operating system support information due to deprecation.
2025-04-08	Removed Genesys Cloud Supervisor Added Genesys Insights
2024-10-28	Added to the Workforce management screen resolution requirements section: To ensure the best experience, the Main Forecast user interface requires a resolution of 1920 x 1080 for best experience. The performance of the Main Forecast UI is system-dependent, and Genesys recommends that system specs be more than the minimum suggested.
2024-06-24	Added a Genesys Messenger requirements section. Changed the wording of the Genesys Cloud Background Assistant (GCBA) Chromium version update information.
2024-02-28	Reorganized the Supported web browser section and added a description and link to the Disable your browser’s sleep mode setting article.
2023-10-11	Removed Windows 8 operating system support information due to deprecation.
2023-07-12	Added Android to the Genesys Cloud Communicate section of Mobile app requirements.
2023-06-14	Added note that running Microsoft Edge in IE compatibility mode is not supported.
2023-05-03	Added Microsoft Edge Chromium and Firefox browser support for Genesys Cloud Background Assistant. Added Genesys Cloud for Chrome and Genesys Cloud for Firefox browser extension support for Genesys Cloud Background Assistant.
2023-04-27	Added Supported browsers matrix.
2023-03-08	Updated and consolidated the information in the Genesys Cloud Background Assistant section.
2022-12-22	Removed Windows 7 operating system support information due to deprecation.
2022-12-07	Removed Microsoft Edge Legacy browser support information due to deprecation.
2022-11-02	Added a system requirements bullet and updated the Supported browsers section to include content about GCBA.
2022-08-17	Added notification flag about Deprecation: Windows 7 support for the desktop app.
2022-08-10	Added notification flag about Microsoft Edge Legacy web browser support deprecation.
2022-06-20	Added Windows 11 operating system to Desktop app requirements.
2022-05-25	Updated Supported web browsers section to clarify Chrome version support.
2022-05-04	Updated the Desktop app requirements section to clarify Genesys support policy for desktop app versions.
2022-04-27	Updated System requirements section to clarify that PCs exceed the minimum system requirements for multi-monitor screen recording.
2021-11-17	Updated the Screen sharing specifications in the Video chat requirements section. Browser extensions are no longer required.
2021-06-16	Updated the Virtual Desktop Infrastructure (VDI) support section with details on WebRTC Media Helper.
2021-03-10	Updated Supported web browsers section for full Microsoft Edge Chromium support.
2021-02-24	Added recommendation for antimalware on each Genesys Cloud device or computer.
2020-10-14	Updated the Mobile apps section for Genesys Tempo and Genesys Cloud Communicate support.
2020-10-09	Updated Supported web browsers section for Microsoft Edge Chromium support.
2020-10-07	Updated Desktop app section for Chromium Embeddable Framework update policy.
2020-09-02	Updated Network bandwidth in the Video chat requirements section to clarify the Voice only setting definition.
2020-06-24	Updated the section that explains Genesys Cloud’s support of Virtual Desktop Infrastructure (VDI) environments.
2020-05-20	Updated Supported web browsers section to clarify ESR release support for the Firefox browser.
2020-04-01	Updated Supported web browsers section to clarify Firefox version support.
2020-03-18	Updated System requirements section to clarify minimum system requirements when WebRTC voice, video, or third-party, resource-intensive software is used.
2020-03-11	Updated Supported web browsers section to clarify Safari and Microsoft Edge version support.
2020-03-04	Updated VDI support section to clarify Genesys policy.
2020-01-29	Updated the Mobile requirements for Android devices.
2020-01-15	Added Desktop app requirements section.
2020-01-06	Added note about requirements for Genesys Cloud embedded clients in the System requirements section.
2019-12-11	Clarified note on Chrome and Firefox automatic updates.
2019-12-04	Removed support for Internet Explorer 11. For more information, see Deprecation: Internet Explorer 11 support for web app and Architect.
2019-07-24	Clarified Chrome and Firefox version support.
2019-06-26	Added information about operating system requirements for the web app.
2019-05-08	Added a section that explains Genesys Cloud’s position on Virtual Desktop Infrastructure (VDI) support.
2019-03-06	Added Internet Explorer support information for Performance Dashboards.
2018-09-26	Added link to FAQ to the multiple simultaneous logins recommendation note in System requirements section.
2018-08-08	Added multiple simultaneous logins recommendation note in System requirements section.
2018-07-25	Added VDI note in System requirements section notes. Fixed typo in System requirements section notes.
2018-06-27	Added Revision history table.
2018-06-21	Corrected supported languages section.
2018-06-20	Added supported languages section.
2018-06-14	Reorganized the layout of the article using collapsible sections. Worked extensively with Genesys Cloud testing and development to verify and update all requirements. Updated the following in system requirements: 64-bit operating system, Mac OS supported versions, Windows supported versions, RAM requirements, and processor requirements. Included desktop app requirements in system requirements. Updated the following in supported web browsers: moved Safari from full support to limited support and added a link to verify your browser. Updated the following in mobile app requirements: reorganized the information into a table, updated the iOS version requirements for Genesys Cloud Collaborate, and added requirements for Genesys Cloud Supervisor.
2018-06-07	Title of article changed to Genesys Cloud system requirements. RAM requirements updated.

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