Administrators can enable 16 kHz high-fidelity audio across Genesys Cloud native and third-party text-to-speech (TTS), virtual and human agents, recordings, and Architect pre-recorded prompts through the Prefer Hi-Fi TTS option in Global Telephony Settings. When enabled, supported TTS providers and Architect voice flows generate speech at a higher audio quality than standard 8 kHz telephony audio, resulting in clearer, more natural-sounding voice prompts.

For more information about high fidelity audio and text-to-speech support, see Text-to-speech FAQs.

To enable high-fidelity TTS.

1. Click Menu > Digital and Telephony > Telephony > Global Telephony Settings.
2. Under High-fidelity voice support, select Prefer Hi-Fi TTS.
3. Click Save.

Limitations

• This setting only takes effect for TTS providers that support 16 kHz audio output. Enabling it with an unsupported provider has no effect, so confirm provider support before relying on this setting.
• Genesys TTS Connector always plays audio as 16 kHz PCM, regardless of the audio formats the underlying TTS provider supports.
• High fidelity TTS is supported exclusively in cloud only infrastructures. Local Deployment Model (LDM) recording and BYOC Premises Edge architectures are not supported.