Genesys®, a global leader in AI-powered experience orchestration, has announced significant advancements to its Genesys Cloud™ platform, expanding its global footprint while reinforcing responsible AI governance. The platform now operates in 21 Amazon Web Services (AWS) Regions, making it one of the most globally accessible customer experience (CX) platforms, and has achieved ISO/IEC 42001:2023 certification—the world’s first international standard for Artificial Intelligence Management Systems (AIMS).
With over 2 million users worldwide, Genesys Cloud helps organizations deliver secure, intelligent, and empathetic customer and employee experiences. The expansion comes amid increasing demand for AI-driven CX, as enterprises face regulatory and ethical pressures to ensure data privacy, transparency, and trust. According to Frost & Sullivan, 78% of CX decision-makers cite customer trust as a top priority, with 75% emphasizing security.
Global Expansion and Data Sovereignty
The platform’s new presence in AWS Asia-Pacific (Singapore) and Mexico (Central) enables organizations to comply with local data residency regulations while delivering high-performance, low-latency AI experiences. Additional expansions are planned in Europe and the Middle East in 2026, including the AWS European Sovereign Cloud and AWS Kingdom of Saudi Arabia Regions.
“By bringing data residency and AI capabilities closer to customers, we’re enabling them to innovate with confidence — balancing performance, sovereignty, and trust,” said Olivier Jouve, Chief Product Officer at Genesys.
Responsible AI and Compliance at the Core
Genesys’ ISO/IEC 42001 certification highlights its leadership in AI governance, transparency, and risk management. The company has also established frameworks aligned with the EU Artificial Intelligence Act and the Data Act, providing controls for data access, portability, sharing, and switching. These frameworks complement Genesys’ portfolio of global standards, including DORA, GDPR, HIPAA, C5, HDS 2.0, ENS, and LGPD.
To enhance transparency, Genesys launched the Genesys Cloud Trust Center, offering customers and partners access to security safeguards, privacy practices, compliance standards, and service resilience information, along with audit reports and AI product documentation via the Security, Privacy, and Compliance (SPC) Portal.
“Availability and reach are important, but they must be paired with robust compliance and trust capabilities,” said Bernie Arnason, Frost & Sullivan Industry Director of ICT. “Genesys is meeting this moment with its expanding global footprint and commitment to security standards.”
With these advancements, Genesys Cloud is positioned to help organizations deploy agentic AI capabilities, including Genesys Cloud Virtual Agents powered by AI Guides, with confidence—enabling innovation at scale while maintaining regulatory compliance.
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