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Genesys Cloud – Deprecation: Genesys Enhanced TTS – End of Life for Google Standard and End of Support for Google and Microsoft Azure Neural and Wavenet Voices

Announced on
(YYYY-MM-DD)		Effective date
(YYYY-MM-DD)		Aha! idea
2025-04-14 2026-08-05 -

Description

Genesys plans to end native Enhanced Text to Speech (TTS) support for the following products on the effective date:

  • Google WaveNet and Neural Voices
  • Microsoft Azure Neural Voices
  • Google Standard TTS Voices

After native support ends, Amazon Web Services (AWS) Neural Polly Voices will be the only product available natively via Enhanced TTS. The preceding listed products will be considered third party after the effective date. Any third-party TTS product must leverage and maintain support through AppFoundry.

FAQs

Why is this change happening?

As part of the ongoing commitment to delivering dependable, high-quality voice experiences, Genesys is optimizing its TTS capabilities within AWS for improved performance, reliability, and long-term scalability.

Language exceptions

The following Microsoft Azure Neural voices will remain available beyond the effective date:

LanguageVoices
Basque
  • eu-ES-AinhoaNeural 
  • eu-ES-AnderNeural 
Thai
  • th-TH-AcharaNeural 
  • th-TH-NiwatNeural 
  • th-TH-PremwadeeNeural
Welsh
  • cy-GB-NiaNeural 
  • cy-GB-AledNeural 

Am I impacted?

This change impacts customers who currently use or have the following services listed in their contract:

  • Google WaveNet and Neural Voices
  • Microsoft Azure Neural Voices
  • Google Standard TTS Voices

There is no impact to customers using AWS Neural Polly Voices for Enhanced TTS services or a third-party provider to support TTS capabilities through BYOT-A. 

What actions may be required?

Customers using impacted products must complete one of the following actions before the effective date to avoid service disruption:

  • Migrate to AWS Neural Polly Voices for their Enhanced TTS: This option provides a supported, high-quality Enhanced TTS experience within Genesys Cloud.
  • Migrate to Bring Your Own Technology Rate – A for third-party TTS voices (BYOT-A): Customers who prefer to continue using Google or Microsoft voices may contract directly with those providers and migrate to the BYOT-A model through AppFoundry. For more information, see and on the AppFoundry site.
Note: If no action is taken before the effective date, the impacted text-to-speech functionality may stop working. Depending on the language, this inaction could result in no audio playback or fallback to lower-quality default TTS, where available. Customers with the existing contractual commitments or unique configurations must work with their Genesys Customer Success Manager or Partner to determine the best migration path.  

Additional information

Genesys will provide guidance and documentation to support customers through this transition. If you need help with evaluating your current TTS usage or planning your migration, contact your Genesys representative.

  • This communication is provided for informational purposes only and does not modify, amend, or supersede any existing agreement between Genesys and its customers or partners.
  • Pricing updates will apply in accordance with the terms of each customer’s agreement, including applicable renewal or commitment provisions.
  • Genesys reserves the right to adjust pricing or service models in the future, subject to applicable notice requirements and contractual obligations.
  • References to future plans or product transitions are forward-looking statements and are subject to change.