Zurich, 15 November 2023 – Genesys®, a global cloud leader in AI-powered experience orchestration, today announced Switzerland as the latest full-service Genesys Cloud® region. With this expanded region, Genesys is making it possible for even more organisations to evolve to the cloud by enabling businesses to store their sensitive customer data in the region, providing controls they can use toward regulatory requirements in Switzerland.
Through its use of the Amazon Web Services (AWS) Europe (Zurich) Region, Genesys provides businesses with a powerful all-in-one contact center, Genesys Cloud. This allows businesses to leverage the latest AI and digital innovations of Genesys Cloud to deliver faster, smarter and more personalised experiences to customers and employees without compromising their security, compliance and service-level requirements.
“With the heightened expectation of consumers, organisations are increasingly turning to cloud services for faster innovation, access to new technologies and solutions and improved flexibility to evolve as their needs require,” said Eric Beaudet senior analyst and consultant at PAC (Pierre Audoin Conseil). “The availability of the Genesys Zurich region enables more businesses in Switzerland to benefit from cloud services to digitally transform and enhance their customer and employee experience all while meeting increasingly high requirements for compliance with local data privacy regulations.”
For the Genesys Cloud Zurich region launch, Genesys worked with AWS and Swisscom to host an event on November 14 in the paper hall of the old paper factory, Folium, on Kalanderplatz. In a personal-urban atmosphere, approximately 100 attendees discussed how organisations are using digital and AI technologies from one of the leading cloud platforms to orchestrate modern customer and employee experiences. In addition to networking and an exclusive dinner, the event focused primarily on the exciting presentations.
Olivier Jouve, Chief Product Officer at Genesys, and David Marcès, Country Manager Alps region, spoke on the topics of customer experience in Switzerland, the successful development of the Genesys Cloud platform, and the growing importance of customer and partner ecosystems. Other presentations were given by Christian Keller, General Manager, AWS Switzerland & Austria, Patrick Minder, EVP and Head of Platforms and Applications B2B from Swisscom and Ravina Mutha, Chief Revenue Officer, Enterprise Bot.
Commenting on the launch on behalf of Swisscom, Minder said, “An exceptional customer experience has become the single most important differentiator for achieving excellence and securing customer loyalty. By using Genesys deployed on the AWS Europe (Zurich) Region, even highly regulated Swiss companies can now accelerate the delivery of superior after-sales service.”
Worry-Free Security and Compliance for all Businesses
The new Genesys Cloud region in Zurich helps companies in highly regulated industries implement controls aimed toward data residence, security and compliance requirements – whether they are local, regional or multinational. To protect the confidentiality, integrity and availability of customer data, multiple layers of data safeguards and controls are in place with an advanced certifications and attestations program.
“Switzerland is a strong market in Europe and an important player in highly regulated industries, such as the financial sector or healthcare. Companies here are therefore dependent on reliable and innovative technology providers,” said Marcès. “This provides an extra control for organisations concerned with security and data residency standards while creating differentiated customer and employee experiences that set them apart from the competition.”
Internationally active Swiss companies can use the comprehensive global availability of Genesys Cloud to orchestrate seamless, personalised customer and employee experiences. Local and regional businesses benefit from reduced latency and improved real-time services, for example for voice and video transmissions.
Growth and Outlook
With the connection to the AWS Europe (Zurich) Region, Genesys Cloud is now available in 20 AWS Regions, including the recently announced availability in the AWS Asia Pacific (Osaka), AWS Middle East (UAE), and AWS Asia Pacific (Singapore) Regions. This extensive global availability is driving growth of the platform worldwide. This is evidenced by the 50% year-over-year revenue growth of the Genesys Cloud platform for the second quarter of the fiscal year 2024 (May 1 to July 31, 2023). In Switzerland during the same period, Genesys Cloud also recorded revenue growth of 40% year-over-year, mainly thanks to dynamic development in industries such as healthcare, retail and travel.
Due to the strong demand, Genesys is making long-term investments in Switzerland to support new and existing customers in their migration to the cloud. The company is represented here with its own office, local sales, service and customer success teams, and a strong partner community.
“Businesses in Switzerland and all over the world are facing increasing pressure to compete. We’re focused on helping organisations of any type and size accelerate their differentiation by enabling them to evolve their customer and employee experiences to the cloud, and that starts with removing their barriers of entry,” said Jouve. “Now, with 20 Genesys Cloud regions all of the world, we’re leading the way in the industry by delivering a secure, trusted AI-powered experience orchestration platform that enables our customers to meet the local data residency and compliance regulations they need to do business.”
Genesys enjoys customer trust across industries through more than a decade of experience in delivering contact centre and all-in-one solutions to businesses of all sizes, particularly in the financial and healthcare sectors. Its success is based on a combination of consulting, performance and customer experience. In addition, the relocation of workloads has been shown to reduce carbon emissions, thus allowing Genesys customers to make an active contribution to a sustainable future.
Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised 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.
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