Genesys Cloud provides voice transcription functionality that converts contact center audio interactions into text with speaker separation, displayed in the Transcript tab of interaction details. The system supports configuration by administrators, includes dictionary management capabilities for adding organization-specific terminology to enhance accuracy, and offers both native and Extended Voice Transcription Services (EVTS) options. Call center managers and agents can view, search, and download voice transcripts from audio interactions, with transcripts encrypted when stored in the cloud. Key features include sentiment analysis integration, interaction capabilities, and latency/accuracy specifications. The platform addresses fair use policies, licensing considerations, cost monitoring, and provides guidance on improving transcription accuracy through best practices and brand name/acronym inclusion. Documentation covers limitations, configuration procedures, and comparative information between Genesys Cloud Voice Transcription and third-party services such as Amazon, Google, and Microsoft, along with troubleshooting for audio-transcript synchronization issues