Genesys Expands Global Reach and Compliance to Advance Trusted Agentic AI

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Genesys Expands Global Reach and Compliance to Advance Trusted Agentic AI

2025-12-10 21:04 Last Updated At：12-11 13:22

SAN FRANCISCO--(BUSINESS WIRE)--Dec 10, 2025--

Genesys ®, a global cloud leader in AI-Powered Experience Orchestration, today announced advancements that expand the global scale of the Genesys Cloud™ platform and help accelerate responsible agentic innovation. These capabilities empower organizations to build customer trust, improve efficiency and maintain compliance in a dynamic regulatory environment.

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With ongoing 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 in the industry. The company has also achieved ISO/IEC 42001:2023 certification for responsible AI governance. Today, over 2 million users worldwide rely on Genesys Cloud to power secure, intelligent and empathetic experiences for their customers and employees.

As enterprises advance adoption of AI-driven experiences, many face growing pressure to meet regulatory and ethical standards. According to the latest Frost & Sullivan CX Decision-Makers Survey, ensuring customer trust (78%) and increasing security (75%) are the top priorities for global contact centers today, underscoring the critical link between data privacy, transparency and long-term loyalty. i

With its extensive global reach and robust compliance foundation, Genesys Cloud enables organizations, especially those in highly regulated industries, to keep pace with regulatory changes while progressing AI adoption. Built on a unified, native architecture, Genesys Cloud helps customers strengthen their security and compliance posture through consistent controls, visibility and resilience across every region and service, delivering a foundation that scales governance as rapidly as innovation. These capabilities empower organizations to deploy agentic AI capabilities, such as Genesys Cloud Virtual Agents built with AI Guides, with confidence and speed.

“Our continued global expansion of Genesys Cloud demonstrates our commitment to empowering organizations with secure, compliant and locally available innovation,” said Olivier Jouve, chief product officer at Genesys. “By bringing data residency and AI capabilities closer to customers in each region, we’re enabling them to innovate with confidence — balancing performance, sovereignty and trust. This is how Genesys Cloud is delivering the foundation for the next era of responsible, agentic AI.”

Expanding the Global Platform for Agentic Orchestration

By connecting to the AWS Asia-Pacific (Singapore) and Mexico (Central) Regions, the expanded Genesys Cloud footprint helps organizations address local data residency preferences and regulatory requirements while delivering high-performance, low-latency AI-powered experiences.

Additional Genesys Cloud deployments are planned for Europe and the Middle East in 2026, including the upcoming AWS European Sovereign Cloud and AWS Kingdom of Saudi Arabia Regions once services are available. This expansion will reinforce the company’s commitment to accessibility, privacy and evolving digital sovereignty requirements worldwide.

“While availability and reach are important in today’s global CX marketplace, they alone are not nearly enough. They have 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,” said Bernie Arnason, industry director of ICT at Frost & Sullivan. “Genesys is meeting this moment with its expanding global footprint and its demonstrated commitment to global security standards.”

Strengthening Trust Through Global Standards and Responsible Innovation

Genesys has earned ISO/IEC 42001:2023 certification, the world’s first international standard for Artificial Intelligence Management Systems (AIMS). As one of the only dedicated CX providers with this certification, this achievement recognizes the company’s leading AI governance and transparency commitments, as well as its well rooted risk management practices in developing and deploying Genesys Cloud AI. In addition to this, the company has also established a framework for compliance with the European Union’s Artificial Intelligence Act, and, as of September 2025, with the Data Act, which outlines data access, portability, sharing and switching controls in force.

Through these advancements, Genesys supports customers in fulfilling their duties in respect to the applicable regulations and helps them to operate confidently with trusted safeguards across markets. Such frameworks also strengthen an already comprehensive portfolio of global standards, including the Digital Operational Resilience Act (DORA), EU General Data Protection Regulation (GDPR), Health Insurance Portability and Accountability Act (HIPAA), Cloud Computing Compliance Controls Catalogue (C5), Hébergeur de Données de Santé (Health Data Hosting or HDS 2.0), the National Spanish Cybersecurity Standard (ENS), and the Brazilian Data Protection Law (LGPD).

To further enhance transparency, the company launched the new Genesys Cloud Trust Center, a central hub where users can explore 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 cards, and detailed regulatory and privacy documentation.

For more information, visit the 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. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press 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 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. To learn more, visit www.genesys.com.

© 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

i Frost & Sullivan, Security - The Key to Customer Experience Excellence (#PFED), June 2024

A free childbirth program ends in eastern Congo at the worst of times

GOMA, Congo (AP) — In a maternity ward in eastern Congo, Irene Nabudeba rested her hands on her bulging midsection, worried about giving birth in a city under rebel control.

The conflict that flared this year has left many medical supplies stranded beyond the front line. Infrastructure like running water has collapsed, along with the economy in Goma, the region's humanitarian and commercial hub.

And now the one glimmer of hope for mothers — a free maternity care program offered by Congo's government — has ended after it was not renewed in June. It was not clear why, and Congolese and M23 officials did not respond to questions.

Nabudeba has five children and wonders whether the sixth will survive.

“At the hospital, they ask us for money that we don’t have. I’m pushing myself to come to the consultations, but for the delivery ... I don’t know where I’ll find the money,” she said at the Afia Himbi health center.

Several women told The Associated Press they cannot afford maternal care after Congo's program that was aimed at reducing some of the world's highest maternal and neonatal death rates ended earlier this year. The program launched in 2023 offered free consultations and treatment for illnesses and at-risk pregnancies at selected health facilities across the country.

Congo ranked second in maternal deaths globally with 19,000 in 2023, behind Nigeria's 75,000 deaths, according to U.N. statistics.

Health workers said more women in Goma are now giving birth at home without skilled help, sometimes in unsanitary conditions, leaving them vulnerable to hemorrhage, infection or death.

Clinics and hospitals were already struggling after the M23 rebels, backed by neighboring Rwanda, seized Goma in an escalation of fighting in January.

Although clashes have subsided amid U.S.- and Qatar-led peace efforts, fighting continues and the conflict has collapsed public institutions, disrupted essential services and displaced more than 700,000 people, according to the U.N. humanitarian office.

In Goma, the armed rebels are seen everywhere, making a pregnant woman's walk to clinics another source of anxiety.

Freddy Kaniki, deputy coordinator of M23, asserted to the AP that the free maternal care “was not renewed because it was a failure.” Congolese officials did not respond to questions.

Rwanda denies supporting the M23 despite U.N. experts saying they have evidence of it. Rwanda prides itself on health care and recently signed a five-year deal with the U.S. for investment of up to $158 million in its own healthcare sector.

The collapse of essential services in rebel-held areas, combined with mass displacement and insecurity, has left civilians struggling to access even basic care.

An International Committee of the Red Cross assessment in September found that at least 85% of health facilities were experiencing medicine shortages, and nearly 40% have seen an exodus of staff after the conflict surged in the provinces of North Kivu and South Kivu.

The ICRC in October said 200 health facilities in eastern Congo had run out of medicines because of looting and supply disruptions. Doctors Without Borders, or MSF, has reported hospitals attacked, ambulances blocked and medical staff threatened or killed.

Childbirth at a clinic in Goma now costs $5 to $10, out of reach for many families in a region where over 70% of the population lives on less than $2.15 a day, according to the World Bank.

Franck Ndachetere Kandonyi, chief nurse at the Afia Himbi health center, said the number of births there under the free program had jumped from around five a month to more than 20. But the program ended in June.

Facing a table of statistics in his office, Kandonyi said the number of births per month is now down to nine.

“When a parent cannot even pay 10,000 Congolese francs ($4.50) for their wife’s or child’s care, it’s a real problem,” the nurse said.

Meanwhile, banks have closed in Goma, prices have soared and the dollar has depreciated.

Nabudeba's husband, a driver, has been unemployed since January. She said her family is barely surviving.

“When the war broke out, we lost all our resources,” she said. “Lately, the situation has not been favorable, and we are suffering greatly.”

Across town at the Rehema Health Center, Ernestine Baleke waited for help with her ninth pregnancy, with concern on her face. She said she doesn't know where she will get money for the delivery.

Her husband lost a factory job when the place was looted earlier in the conflict, she said. Then their house burned.

“I don’t even have 100 francs (45 cents) in my pocket,” Baleke said.

She walks more than half a mile to the hospital because she cannot afford transportation. Three months remain before her delivery.

“The authorities must restore free healthcare," Baleke said. “We risk dying in our homes while giving birth.”

For more on Africa and development: https://apnews.com/hub/africa-pulse

The Associated Press receives financial support for global health and development coverage in Africa from the Gates Foundation. The AP is solely responsible for all content. Find AP’s standards for working with philanthropies, a list of supporters and funded coverage areas at AP.org.