Cloud Transcription Service

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

CXone Cloud Transcription Service converts speech into text. Transcription is also called speech-to-text (STT). CXone can use the text in several ways, such as updating contact records or confirming a contact's responses to IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.. The speech can come from sources such as IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. or voicemail.

Another use of speech-to-text in CXone is for virtual agent bots and agent assist applications. A virtual agent is a software application that can handle interactions with customers in place of a live human agent. An agent assist application offers helpful information to agents during interactions.

You can manage your Cloud Transcription options on the Transcription Profiles page in CXone. When you want to incorporate transcription into CXone, add the Cloud Transcribe action to your scripts.

Transcription Providers

CXone Cloud Transcription Service uses third-party transcription providers. You can choose the provider that you want Cloud Transcription Service to use. You need to create a transcription profile that specifies the provider you want to use and the language you want that profile to transcribe. If you need to transcribe multiple languages, you need to create a profile for each one. Supported languages vary by transcription provider.

CXone Cloud Transcription Service supports these transcription (speech-to-text (STT)) providers: 

  • Google Transcription Service
  • Microsoft Azure  Transcription Service

Supported Languages

Each transcription provider offers a different set of languages. Because the selection of languages can change at any time, to see the most up to date list of supported languages, you can: 

Some languages in Google Transcription Service support Google's enhanced model for speech recognition. A Use Enhanced option appears under the Language drop-down list in the transcription profile when the selected language supports this option.