Overview
8x8 has introduced the improved Text-to-Speech (TTS) capabilities powered by SSML (Speech Synthesis Markup Language) within the Say node. These enhancements provide administrators with greater control over how IVR messages are spoken, enabling a more natural and professional caller experience
Applies To
- 8x8 Contact Center
- Configuration Manager (CM)
- IVR Say Node
Questions and Answers
What is changing with the Say node?
We have updated the Say node to support SSML, which allows administrators to adjust speech characteristics such as pauses, speed, pitch, and pronunciation. Additionally, we have added a built-in Audio Preview tool so you can test your prompts instantly within the editor.
Do I need to know how to code SSML to use these features?
No. The new Speech Editor provides simple UI controls (sliders and dropdowns) to adjust pacing, pitch, and pauses. The editor automatically generates the required SSML tags for you. Advanced users still have the option to manually enter SSML tags if they prefer.
Will my existing IVR Say nodes stop working?
No. The updated Say node is fully backward-compatible. Existing plain-text configurations will continue to function exactly as they do today. You only need to use the new features if you want to enhance the speech delivery of a specific node.
How do I format numbers or dates so they sound natural?
The new editor includes a "Say As" feature. You can highlight a string of text (like a date, phone number, or currency) and select the appropriate category to ensure the TTS engine reads it correctly (e.g., reading "12/25" as "December twenty-fifth" instead of "twelve slash twenty-five").
What happens if I make a mistake with tags?
The system includes real-time validation and error handling. If you enter something incorrectly, you'll see an error message immediately explaining what needs to be fixed.
Which languages and voices are supported?
The Speech Editor supports a wide range of global languages. The available voices in the dropdown menu will automatically update based on the language you have selected for that specific Say node.
Can I use variables (like Account Balance) with the new Speech Editor?
Currently, the preview tool will read out the variable placeholder name. Full variable insertion support is on the product roadmap and will be tied to future Data Dip feature releases.
Additional Information
For a step-by-step guide on how to use these new features, please refer to the Speech Editor for IVR Say Node User Guide.