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This feature is in beta. We encourage you to try it out and provide us with feedback.
Voice settings define how an agent speaks and listens on a phone call. You set them for each agent. A consistent voice and predictable call behavior make conversations sound natural. Voice settings are the defaults that every call starts with. Each new call starts from these defaults, even if a voice tool changed some of them during the previous call. If you leave a setting empty, the call uses the value from its Voice application. A value that you set overrides the application value. If you turn on speech to speech for an agent, the agent doesn’t show these voice settings.

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Prerequisites

Set up a speech provider and its connection in your project.
  • Customers with NiCE-integrated environments have preconfigured speech providers.
  • All other customers must configure speech providers in AI & Voice Providers. For more information, see Speech and telephony.

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Working with voice

To configure voice settings for an agent, follow these steps:
  1. In the navigation menu, go to Design > Agent. Select the agent.
  2. On the Configuration tab, go to the Voice section.
  3. Select a Text-to-speech provider. This is the service that the agent speaks with.
  4. Select a Speech-to-text provider. This is the service that the agent listens with.
  5. Select a Text-to-speech language. To find a language, enter its name or code in the search field.
  6. Select a Voice. The Voice field appears after you select a language. To narrow the list, search by name or gender, or use the Filter voices options to show all, male, or female voices.
  7. To hear the voice, click Play voice sample. Save changes.

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Voice studio

Voice studio holds all voice settings of an agent in one place: the voice, the speech recognizer, the greeting, turn taking, and listening. To open it, click Voice studio in the Voice section of the agent’s Configuration tab. It opens in a full-page view.
Defines what the agent says when it picks up the call. Select one of the following options:
  • Agent decides: the agent generates the greeting.
  • User defined: the agent says the text that you enter in Greeting text. To hear it, click Play greeting. You can’t save the settings while Greeting text is empty.
If the agent was set to stay quiet and wait for the caller, neither option is selected.

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Voice tools

Voice tools let an agent act during a call. To add a voice tool, go to the agent’s Tools tab and click Add tool. In the Add to this agent dialog, select the Voice tools tab. For more information, see Tools. In Cognigy, you can use the following voice tools:

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How voice studio and voice tools work together

Voice studio sets the defaults for each call, including the voice, greeting, how the agent handles interruptions and silence, and keypad input. Voice tools let the agent take actions during a call, such as ending it, transferring it, or playing audio. Some voice tools can also change call settings while the call is in progress. These changes don’t affect future calls. Each new call starts with the defaults set in voice studio.

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More information

Last modified on November 11, 2026