- Genesys Cloud is expanding with full-service cloud regions in Singapore and Mexico, with plans for the European Union (EU Sovereign Cloud) and Saudi Arabia, broadening secure and compliant access worldwide.
- Genesys achieves ISO/IEC 42001:2023 certification and compliance with the EU Data Act, reinforcing its leadership in responsible, transparent, and trustworthy AI innovation.
THE Genesys®, A global leader in cloud services for AI-powered experience orchestration announces advancements that expand the global scale of the Genesys Cloud™ platform and accelerate responsible agency innovation. These capabilities enable organizations to strengthen customer trust, increase efficiency, and maintain compliance in a dynamic regulatory environment.
With continued expansion across Asia-Pacific, Latin America, Europe, and the Middle East, Genesys Cloud now operates in 21 Amazon Web Services (AWS) regions, making it one of the most globally accessible customer experience (CX) platforms. The company has also earned ISO/IEC 42001:2023 certification for responsible AI governance. Currently, more than 2 million users worldwide rely on Genesys Cloud to deliver secure, intelligent, and empathetic experiences to customers and employees.
As companies move forward in adopting AI-powered experiences, many face increasing pressure to meet regulatory and ethical standards. According to the Frost & Sullivan CX Decision-Makers Survey, ensuring customer trust (78%) and increasing security (75%) are top priorities for contact centers worldwide, reinforcing the critical link between data privacy, transparency, and long-term loyalty.1
With its broad global reach and a solid compliance foundation, Genesys Cloud enables organizations, especially those in highly regulated industries, to keep pace with evolving regulatory requirements while advancing AI adoption. Built on a native and unified architecture, Genesys Cloud helps customers strengthen security and compliance with consistent controls, visibility, and resilience across all regions and services, creating a foundation that scales governance at the same speed as innovation. These capabilities allow organizations to confidently and agilely deploy agentic AI capabilities, such as Genesys Cloud Virtual Agents, developed with AI Guides.
“Our continued progress in expanding Genesys Cloud globally demonstrates our commitment to empowering organizations with secure, compliant, and locally available innovation,” says Olivier Jouve, Chief Product Officer at Genesys. “By bringing data residency and AI capabilities closer to customers in every region, we enable them to innovate with confidence—balancing performance, sovereignty, and trust. This is how Genesys Cloud delivers the foundation for the next era of responsible agency AI.”
Expansion of the global platform for agency orchestration
By connecting to the AWS Asia Pacific (Singapore) and Mexico (Central) regions, the expansion of Genesys Cloud helps organizations meet local data residency preferences and regulatory requirements, while delivering high-performance, low-latency AI experiences.
New Genesys Cloud deployments are planned for Europe and the Middle East in 2026, including the future AWS European Sovereign Cloud and the AWS Kingdom of Saudi Arabia region, as soon as services are available. This expansion will reinforce the company's commitment to accessibility, privacy, and the growing global demands for digital sovereignty.
“While availability and reach are important in the global CX market, they alone are not enough. They need to be combined with robust compliance and trust capabilities that meet the demands of a complex web of global security requirements, influenced by the unprecedented impact of AI,” says Bernie Arnason, ICT sector director at Frost & Sullivan. “Genesys is responding to this moment with its global expansion and its proven commitment to global security standards.”
Strengthening trust through global standards and responsible innovation.
Genesys has achieved ISO/IEC 42001:2023 certification., The company has been certified as the first international standard for Artificial Intelligence Management Systems (AIMS). As one of the only dedicated CX providers with this certification, the recognition highlights its leadership in AI governance and commitment to transparency and robust risk management practices in the development and deployment of Genesys Cloud AI. Furthermore, the company has also established a compliance framework with the European Union's Artificial Intelligence Act and the Data Act, in effect since September 2025, which defines rules for data access, portability, sharing, and transfer.
Through these advancements, Genesys helps its clients comply with applicable regulatory obligations and operate with confidence, supported by reliable safeguards in different markets. These frameworks also strengthen an already comprehensive portfolio of global standards, which includes the Digital Operational Resilience Act (DORA), the EU General Data Protection Regulation (GDPR), the Health Insurance Portability and Accountability Act (HIPAA), the Cloud Computing Compliance Controls Catalogue (C5), the Health Data Hosting Standard, HDS 2.0 (Health Data Hosting), the Spanish National Cybersecurity Standard (ENS), and the Brazilian General Data Protection Law (LGPD).
To further enhance transparency, the company is launching the new Genesys Cloud Trust Center, a central hub where users can access information on security safeguards, data privacy practices, compliance standards, and service resilience. Verified customers and partners can also request access to the Security, Privacy and Compliance (SPC) Portal, which provides audit reports, AI product fact sheets, and detailed documentation on regulatory and privacy requirements.
More information at Genesys Cloud Trust Center.
Forward-Looking Statements
Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Except as required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events occurring after the date of this release.
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-powered Experience Orchestration Platform that connects people, systems, data, and artificial intelligence across the enterprise. As a result, organizations can drive customer loyalty, growth, and retention while increasing operational efficiency and strengthening collaboration between human and AI teams. To learn more, visit www.genesys.com/pt-br
© 2025 Genesys. All rights reserved. Genesys, the Genesys logo, and Genesys Cloud are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective owners.
[1] Frost & Sullivan, Safety – The Key to Excellence in Customer Experience (#PFED), June 2024
