Genesys is scaling its global infrastructure and compliance framework to support the secure and responsible adoption of agentic AI in customer experience. The company announced an expansion of its Genesys Cloud platform into new full-service cloud regions and the achievement of key international AI governance certifications, addressing the critical priorities of data sovereignty, customer trust, and regulatory adherence for enterprises worldwide.
Genesys Cloud expanded its global footprint with new full-service cloud regions in Singapore and Mexico.
The platform achieved ISO/IEC 42001:2023 certification for responsible AI management systems.
Plans are announced for future expansion into the EU Sovereign Cloud and Saudi Arabia regions.
The moves address top contact center priorities: ensuring customer trust (78%) and increasing security (75%).
A new Genesys Cloud Trust Center provides a central hub for security, privacy, and compliance information.
These advancements provide a foundation for deploying agentic AI, like AI-powered virtual agents, with compliance confidence.
To meet evolving data sovereignty regulations and performance demands, Genesys is significantly extending the global reach of its platform. By connecting to the AWS Asia-Pacific (Singapore) and Mexico (Central) Regions, Genesys Cloud now operates in 21 AWS regions globally. This expansion provides organizations in these territories with local data residency options, helping them comply with regional regulations while benefiting from low-latency, high-performance AI-powered customer experiences. Future expansions into the planned AWS European Sovereign Cloud and AWS Kingdom of Saudi Arabia Regions are set to further this commitment.
Recognizing that global scale must be paired with robust governance, Genesys has fortified its compliance posture. A key milestone is the achievement of ISO/IEC 42001:2023 certification, an international standard for Artificial Intelligence Management Systems (AIMS). This certification validates the company's frameworks for responsible AI development, risk management, and transparency. Furthermore, Genesys has established compliance frameworks for the EU Artificial Intelligence Act and the EU Data Act, adding to its existing adherence to standards like GDPR, HIPAA, and DORA.
These combined advancements in infrastructure and governance are designed to de-risk AI innovation for customers, particularly in highly regulated industries. By providing a unified platform with consistent security controls and compliance certifications across all regions, Genesys enables organizations to adopt advanced, agentic AI capabilities—such as AI Guides for virtual agents—with greater speed and confidence. The newly launched Genesys Cloud Trust Center centralizes access to security documentation, audit reports, and AI product cards, enhancing transparency for customers and partners.
The strategic expansion of its global cloud footprint coupled with rigorous AI compliance certifications positions Genesys to address a central paradox in modern CX: the need to innovate rapidly with AI while meticulously managing risk and maintaining regulatory compliance. This dual focus provides enterprises with the foundational trust required to progress from automated workflows to truly agentic AI orchestration.
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 AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.
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