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08/09/2022

Genesys Deepens Investment in Brazil with New Cloud Customer Experience Capabilities for Local Businesses

Brazilian businesses can orchestrate customer and employee experiences and meet regional data sovereignty requirements through Genesys Cloud CX, a leading cloud contact center platform

SAN FRANCISCO, Aug. 9, 2022 – Genesys®, a global cloud leader in customer experience orchestration, has announced new capabilities for the Genesys Cloud CX™ platform in Brazil, enabling businesses to keep their interactions and data located within the country. Now with in-country cloud services, the company can help more organizations in Brazil take advantage of the reliability and security of Genesys Cloud CX, an all-in-one solution and leading public cloud contact center platform.

Genesys is building on its more than 20-year history supporting Brazilian-based organizations, including Itaú Unibanco, 99 Tecnologia and Via. The company’s new full-service cloud region in Brazil is especially crucial for complex enterprises in highly regulated industries with stringent data sovereignty requirements, such as those in financial services and the public sector.

With ever-multiplying laws, regulations and government policies that require digital information to be stored in a specific country, the location of data centers is increasingly critical. Limited data regions have been a roadblock for many businesses, preventing them from migrating their contact centers to the cloud. In many cases, this has hindered their ability to quickly adapt to shifting preferences for digital engagement. And it’s made it difficult for them to stay relevant in a competitive market where customer loyalty is diminishing.

Through its new connection to Amazon Web Services (AWS) South America (Sao Paulo) Region, Genesys is one of the only global customer experience leaders to offer enterprises an all-in-one public cloud contact center platform with local region availability. This expansion furthers the company’s long-term commitment to its Brazil business operations, comprised of a strong customer base, growing workforce and extensive partner community.

Genesys Cloud CX connected to the local AWS Region increases access to the platform for more businesses in the area, helping them deliver faster, smarter, more personalized experiences for customers and employees, while ensuring their compliance, security and performance needs are met.

With this deployment, Genesys Cloud CX is now available in 13 AWS Regions, increasing the platform’s already significant global footprint. In addition to helping ensure data sovereignty, in-country cloud services help organizations reduce data latency to improve real-time customer service involving voice and video channels. The company has now added the Brazilian General Data Protection Law (LGDP) to its growing list of security standard compliance, such as ISO 27001, SOC 2, AGID, C5, IRAP, FedRAMP, Cyber Essentials, GDPR and more.

As a leader in the Experience as a Service® market, Genesys recently announced its cloud and multicloud revenue grew nearly 60% year-over-year in the company’s fiscal year 2022 (February 1, 2021–January 31, 2022). Genesys Cloud CX revenue grew by greater than 250% in Brazil in the same period.

Commenting on the news:

  • Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX said, “As the end of borderless data nears, organizations need their technology providers to help them keep up with evolving global standards and security considerations. For global businesses, and now for those in Brazil, Genesys Cloud CX helps solve those concerns while enabling them to orchestrate differentiated customer and employee experiences that surpass the expectations of today’s digital consumer. With a long track-record in Brazil, our expanded cloud capability marks another step forward in our continued investment in the region.”
  • Sebastian Menutti, Industry Principal Analyst at Frost & Sullivan said, “Data security and privacy management continues to grow as a key issue for businesses around the world, including here in Brazil. For technology providers, it is critical to offer solutions that enable businesses to achieve industry standards while helping them honor local government rules and regulations, such as LGDP. The global presence of Genesys allows organizations to take full advantage of a modern cloud customer experience solution and respond to the compliance requirements of their regional market.”
  • Rodrigo Marcondes, Genesys Brazil President said, “To stay competitive today, businesses need to deliver frictionless experiences to customers across any channel, and that requires agility and continual innovation. A full-service cloud region in Brazil enables Genesys to build upon its regional investment and help even more businesses migrate to the cloud to deliver exceptional experiences that exceed customers’ expectations.”

About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

©2022 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud CX, Genesys Multicloud CX, Genesys DX, Pointillist and Experience as a Service 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.

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