Text-to-Speech in CXone

Text-to-speech (TTS) is a service that speaks text using a computer-generated voice. CXone can use TTS for uses such as IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. menu systems. Virtual agents A software application that handles customer interactions in place of a live human agent. also use TTS.

CXone supports two options for text-to-speech. Both options for TTS require setup in Studio scripts. The options are:

• CXone native TTS service: This is the TTS service that's used by default when you have a Studio action that supports prompts in your script and configure it to play a TTS prompt. You can modify the voice and language of the native TTS service using the VOICEPARAMS action. This action allows you to choose from the supported voices and languages.

• Third-party TTS services: You can use third-party TTS services, such as Google. This option requires Cloud TTS Hub and you must use one of the supported TTS providers. You can modify the voice and language of a third-party TTS service using the CLOUD TTS action in your script. If you don't include CLOUD TTS, the native CXone TTS default voice and language are used.

CXone Native Text-to-Speech Voices and Languages

The native CXone TTS service supports a number of languages and voices. To use a different voice and language, you must include a Voiceparams action in the script. To see the available voices, add the Voiceparams action to your script. The TTS Voice property lists the available voices, which are different for each language. If you don't include Voiceparams, the default voice and language are used.

The table in the following drop-down lists the available languages for CXone native TTS. Language availability depends on the location of your organization's CXone cluster. If the language you need is not available, you can use a third-party TTS provider with CXone Cloud TTS Hub.