Genesys and Deepgram

In this guide, we’ll explain how to configure Deepgram as your transcription engine in Genesys.

You’ll also need a Genesys Cloud org where you have completed the initial setup tasks so that your call center can receive calls.

In your Genesys org, follow the steps to install Transcription Connector. The feature is currently in Limited Availability, so you may need to work with Genesys to give your org access.

Once you’ve installed Transcription Connector, it will appear under Admin > Integrations in the Genesys UI.

1. Click the three dots on the Transcription Connector row and choose Edit Integration.

2. Under Configuration > Properties, set Channel to both and Connection URI to wss://integrations.deepgram.com/genesys.

3. Under Configuration > Credentials, click Configure and paste your Deepgram API key into the API Key field. Leave the Client Secret field blank. Then click OK.

Under Configuration > Advanced, provide a JSON object to customize the Deepgram request. For example:

{
  "model": "nova-3",
  "smart_format": true,
  "endpointing": 500,
  "tag": [
    "sometag1",
    "sometag2"
  ]
}

Within this JSON object, you have access to the full suite of features in Deepgram’s streaming API. However, be careful NOT to include any of the following, as they would prevent the integration from working correctly:

• sample_rate
• encoding
• channels
• multichannel
• callback

Setting endpointing to a high value like 500 is recommended for best transcript accuracy.

Back in Admin > Integrations, flip the switch to activate the integration. Make sure it goes into the blue Active state and no errors are displayed.

Follow the Genesys docs to select where your newly configured transcription engine will be used.

What’s Next

• Deepgram API Overview