Service Cloud Voice Implementation Guide

Overview
Contact Flows
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
Transcribe Calls with Amazon Transcribe
Set Up Call Transcription with Amazon Transcribe
Improve Amazon Transcribe's Transcription Accuracy with Custom Vocabulary and Filters
Amazon Transcribe's Transcription Languages Supported by Service Cloud Voice
Transcribe Longer Calls with Contact Lens
Link Case to Voice Call Record
Transfer to SMS in the IVR
Give Customers the Option to Request a Callback
Retry CTR Sync for VoiceCall Records
Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect
Refresh A Sandbox
Enable Voicemail Support
Enable the Voice Extension Page in Lightning App Builder
Examples from Amazon Connect
Lambda Functions
Telephony Integration REST API
Customer Alerts with CloudWatch
Toolkit API
Connect API to Update Transcripts
Limits and Scaling
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Amazon Transcribe's Transcription Languages Supported by Service Cloud Voice

Service Cloud Voice supports multiple languages.
Service Cloud Voice supports these languages for transcription.
  • Chinese [Mainland China] (zh-CN)
  • English [Australia] (en-AU)
  • English [United Kingdom] (en-GB)
  • English [United States] (en-US)
  • French [France] (fr-FR)
  • French [Canada] (fr-CA)
  • German [Germany] (de-DE)
  • Italian [Italy] (it-IT)
  • Japanese [Japan] (ja-JP)
  • Korean (ko-KR)
  • Portuguese [Brazil] (pt-BR)
  • Spanish [United States] (es-US)

For information about Amazon Transcribe, see What is Amazon Transcribe?. For information about Amazon real-time transcription, see Streaming Transcription.