Key Elements for a Global Approach to Customer Experience

Providing exceptional customer experiences can be a real challenge, especially in highly regulated industries including public sector, finance and healthcare. Companies need to comply with all of the rules and regulations for the countries within which they operate, and these can differ significantly. The stakes are high for companies to meet the requirements around data residency, data sovereignty, business continuity and artificial intelligence (AI). In addition, different consumer behaviors, expectations, languages and cultural norms vary from country to country — and require local expertise, focus and support when deploying new customer experience (CX) solutions.

Hundreds of international companies rely on Genesys to provide global solutions that also enable them to adhere to local regulations and requirements and meet local consumer expectations for data privacy and protection. Genesys is leading the way in the CX industry in delivering the business resilience, data protection and localization needed for customers to feel confident they will meet and exceed the requirements and expectations of the countries where they operate. In fact, we’ve been recognized time and again for our leadership and global presence, most recently by leading analyst firms Gartner, Omdia, Frost & Sullivan and others.

Genesys is uniquely positioned to empower global organizations to meet the challenges of delivering exceptional customer experiences. We do this by offering:

Broad Coverage, Compliance and Data Residency: Genesys has expanded our global footprint significantly, including three new core regions and one Global Media Fabric satellite region launched within the past 30 days alone. We now have a presence in 20 regions, supporting customers in 105 countries and in 23 languages. In 2023, we added six new government security certifications, including FedRAMP® Authorization at the Moderate Impact level, StateRAMP Authorization, ENS High, Cyber Essentials Plus and IRAP Protected status, as well as other compliance certifications globally.

Our expanding global presence and certifications allow our customers to adhere to local data residency laws so that their sensitive information is stored and transmitted in compliance with regional requirements. Two good examples are the newly introduced UAE and Zurich regions for the Genesys Cloud™ platform, which will allow organizations to adhere to the regional regulatory compliance and data residency obligations.

Genesys has been positioned by Gartner, Inc., as a Leader in the 2023 Gartner® Magic Quadrant™ for Contact Center as a Service. Genesys was also recognized in the Gartner Critical Capabilities Report, where the company received the highest Use Case scores for High-Volume Customer Call Center, Customer Engagement Center and Global Contact Center. The company is the highest-ranked vendor in three of five Use Cases and second highest in the remaining two, which include Digital Customer Service Center and Agile Contact Center Use Cases.

Resilience and Redundancy: Global presence means having data centers and infrastructure in multiple geographic locations. This redundancy enables high-availability business continuity, minimizing the risk of downtime due to regional issues, such as natural disasters, outages or localized network problems. Recently, Genesys has expanded further in Japan, adding a second Genesys Cloud region in Osaka. Genesys is one of the first global CX leaders to offer two full-service cloud regions in Japan.

Performance and Scalability: Low-latency communication is crucial for real-time interactions, particularly in voice and video channels, to ensure there are minimal delays, even across distances. Genesys Cloud has the ability and agility to seamlessly scale to meet increasing needs across multiple regions, critical for organizations with a global footprint that need to maintain consistently reliable customer experiences.

International Customer Support: To be a truly global presence, organizations must provide 24/7 customer support that caters to different time zones and languages. This ensures that customers receive timely assistance and that issues can be resolved promptly, regardless of where they’re located. Genesys has added international support in several regions, including France, Hungary, Brazil and Japan.

What are some of the challenges that you’ve faced with CX in the cloud? Let us know by commenting here.

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Source: Gartner Magic Quadrant for Contact Center as a Service, Drew KrausSteve BloodPri RathnayakePankil Sheth7 August 2023

Source: Gartner Critical Capabilities for Contact Center as a Service, Steve BloodDrew KrausPankil ShethPri Rathnayake7 August 2023