NiCE CXone-Provided TTS and STT Vendors in AI Agents (Cognigy)

AI Agents (Cognigy) voice bots can use speech services that NiCE CXone hosts and manages on your behalf, so you don't have to configure or maintain your own speech vendor credentials. Microsoft (provided by NiCE) supplies Text-to-Speech (TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) output, and NiCE Transcription supplies Speech-to-Text (STTClosed Also called STT, this process converts spoken language to text.) transcription. Both appear as selectable vendors in the Synthesizer (TTS) and Recognizer (STT) sections of the Set Session Config node. If you need better voices or transcription than the defaults, you can buy premium speech services from NiCE. You do not need your own contract with a speech vendor.

This page describes the NiCE CXone-provided speech options, how to select them in a Flow, and where to go for the full set of speech vendor parameters. It assumes you have already completed the prerequisites in Set up an AI Agents (Cognigy) Voice Bot.

NiCE CXone provides the following speech options:

  • Speech-to-Text (STT): NiCE Transcription. A new entry in the STT Vendor list that transcribes contact speech using a transcription service hosted and managed by NiCE CXone. No speech-service credentials are required. You can also continue to bring your own supported STT vendor by supplying your own credentials. NiCE Transcription is the default STT service in NiCE CXone.

  • Text-to-Speech (TTS): Microsoft (provided by NiCE). A new entry in the TTS Vendor list that gives the voice bot spoken output using Microsoft standard voices hosted and managed by NiCE CXone. No speech-service credentials are required. You can also continue to bring your own supported TTS vendor by supplying your own credentials.

Both options are included in your voice package at no extra cost.

  • If your organization has the Voice Gateway package instead of the voice enablement package, these two options are not included. Use your own speech vendor. See Bring Your Own Speech Vendor.

  • Microsoft (provided by NiCE) and NiCE Transcription are separate list entries from Default, Microsoft, and the other vendors already in the TTS Vendor and STT Vendor lists. Selecting either option requires no corresponding entry on the Speech Services page of the Voice Gateway Self-Service Portal.

  • The default Text-to-Speech service uses Microsoft TTS provided by NiCE CXone and includes standard Azure voices. HD voices and Dragon voices are not included with the default configuration. If you require HD voices beyond the default offering, you can buy premium voices from NiCE, or you can configure your own supported Microsoft TTS provider by supplying the appropriate credentials.

Launch AI Agents (Cognigy) through NiCE CXone

  1. Click the app selector go to General, and select Automation.

  2. Inside Automation, select Cognigy AI.

Configure the Set Session Config Node

  1. In AI Agents (Cognigy), select Build > Flows.

  2. From the list, select the Flow you want to edit.

  3. In the Flow editor, select the plus (+) icon where the Set Session Config node should be added, or select an existing Set Session Config node.

  4. Click the node to open the Edit Node panel on the right side.

  5. To use NiCE CXone-provided TTS, in the Edit Node panel go to the Synthesizer (TTS) section and select Microsoft (provided by NiCE) from the TTS Vendor list.

  6. Similarly, to use NiCE CXone-provided STT, go to the Recognizer (STT) section and select NiCE Transcription from the STT Vendor list.

  7. Configure TTS Language, TTS Voice, and STT Language as needed.

  8. Save the node, then publish the Flow.

Premium Speech and LLMClosed Large Language Model. A type of AI that processes, understands, and generates human language based on context. Services from NiCE

Premium services give your voice AI Agents (Cognigy) more natural voices, more accurate transcription, or access to large language models (LLMs). You buy them from NiCE, so you do not need a separate contract with each vendor. NiCE adds your usage to your NiCE bill.

Service Details
Premium Speech-to-Text (STT) Premium transcription models from Azure, AWS, and ElevenLabs.

Premium Text-to-Speech (TTS)

Premium and HD voices from Azure, AWS, and ElevenLabs
Large language models (LLMs) LLMs that your Flows can use, such as for generative AI features.

How Billing Works

NiCE bills premium services by how much you use them. Transcription, voices, and LLMs each appear as separate add-on usage on your bill.

Get Premium Services

  1. Contact your NiCE CXone Account Representative to confirm that premium speech and LLM services are included in Schedule B of your contract.

  2. You do not need to turn them on. Premium services already appear in the vendor list in AI Agents (Cognigy), marked as provided by NiCE. When you select one and use it, NiCE bills your usage. Learn how to use premium speech models.

Use Premium Speech Models

Use a premium speech model from NiCE to give your voice AI Agents (Cognigy) better voice quality or more accurate transcription. You do not need to set up your own vendor credentials.

Premium speech models must be in your contract for your tenant before you start. Contact your NiCE CXone Account Representative to add them.

To learn how to select a premium speech model in your Flow, see TTS and STT Vendors in the Cognigy AI documentation.

Bring Your Own Speech Vendor

Microsoft (provided by NiCE) and NiCE Transcription are optional. Your Flow can still bring its own supported TTS or STT vendor instead of, or alongside, the NiCE CXone-provided options.

Bring your own vendor if your organization needs a specific provider, model, or capability that the NiCE CXone-provided options don't include, such as custom voices or a vendor that NiCE does not offer.

  1. In the Voice Gateway Self-Service Portal, go to Speech and select Add Speech Service to configure your chosen vendor with its own credentials. See Speech Services for vendor-specific setup steps.

  2. In the Set Session Config node, select your configured vendor from the TTS Vendor or STT Vendor list in place of Microsoft (provided by NiCE) and NiCE Transcription.

The Set Session Config node supports additional TTS and STT parameters beyond vendor selection, and NiCE CXone-hosted options exist alongside the full set of Cognigy Voice Gateway speech vendors. For the complete parameter list and vendor setup details, see the following Cognigy AI documentation: