Genesys Cloud incident
Elevated Error Rates: Text to Speech, Speech to Text, and Dialogflow ES/CX bot Integrations
Genesys Cloud experienced a major incident on June 12, 2025 affecting Americas (Sao Paulo) and Americas (US East) and 1 more component, lasting 4h 51m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jun 12, 2025, 06:44 PM UTC
Customers may be experiencing errors using TTS, STT, and bot flows. A case has been opened with the vendor. For speech-to-text issues, users should select Genesys Enhanced v2 as the speech-to-text provider in the bot flow. For text-to-speech (TTS), users need to select a non-Google voice. Bot flows will take the configured default path.
- identified Jun 12, 2025, 07:19 PM UTC
The vendor has advised mitigation steps are in progress with some recovery observed. No ETR at this time.
- monitoring Jun 12, 2025, 07:43 PM UTC
The vendor advised they have largely recovered. Genesys will monitor until the all clear is received.
- monitoring Jun 12, 2025, 08:02 PM UTC
Genesys is still seeing errors from the vendor but does note improvement since incident started. Pending final resolution from the vendor.
- monitoring Jun 12, 2025, 08:23 PM UTC
TTS and STT are healthy at this time. Errors are still being observed on Dialogflow. Pending status from vendor.
- monitoring Jun 12, 2025, 09:08 PM UTC
Dialogflow errors have ceased. The vendor is reporting recovery but has not provided the all clear. Will continue to monitor.
- resolved Jun 12, 2025, 11:36 PM UTC
This incident has been resolved.