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Gain unrivaled global availability, security and resilience

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Genesys Cloud is everywhere you and your customers are

105 countries

Join the ranks of organisations already serving customers in more than 105 countries globally, providing world-class customer experiences across diverse markets and cultures.

20 regions

Deploy your services effortlessly with the Genesys Cloud™ platform, spanning 15 core regions and five satellite media regions — providing you with unparalleled regional reach and localised solutions.

3+ availability zones

Maximise your system’s uptime with Genesys Cloud, leveraging a minimum of three AWS Availability Zones in each region for enhanced resilience and consistent performance.

Engage customers anywhere with global coverage

An Amazon Web Services (AWS) well-architected solution, Genesys Cloud services are deployed in multiple, independent AWS Regions and Availability Zones around the world. An AWS Availability Zone consists of one or more discrete data centres, allowing us to operate production environments that are more highly available, fault-tolerant and scalable than would be possible from a single data centre.

Core regions

All services of the Genesys Cloud platform are deployed in core regions. Each core region is associated with an AWS Region and uses multiple AWS Availability Zones. You select a default core region based on your organisation’s location. User access is then routed to the URL that corresponds to the data centre for that region. Media processing services for voice can be deployed in either a core or satellite region.

Satellite regions

Satellite regions that expand our Global Media Fabric (GMF) let you take advantage of media tier services with broader international reach. This enhances routing and voice quality — and keeps media paths as local as possible, including the option to store call recordings in-region to adhere to data-residency requirements. Like core regions, each satellite region is associated with an AWS Region and multiple AWS Availability Zones.

Global regions map updatenov16

Simplified, flexible voice services

Genesys Cloud Voice provides secure and scalable cloud-based SIP trunking. The fully integrated self-service portal takes the hassle out of setting up and managing your voice services. For additional flexibility, organisations can use their preferred service provider by leveraging our Bring Your Own Carrier (BYOC) option.

Proven, guaranteed availability

Rely on a platform designed to deliver maximum uptime, backed by an aggressive SLA with up to a 100% credit guarantee. Genesys Cloud services are resilient in the event of a failure, can recover on their own without service disruption or data loss, and are designed to provide instant and virtually unlimited scale.

Superior voice quality

A seamless GMF, encompassing core and satellite regions, keeps real-time media like voice and video close to you and your customers, strategically minimizing latency and enhancing service quality. Employ cloud telco providers across diverse regions, fortifying connectivity across borders.

Find the Genesys Cloud regions closest to you

Select where your company is based to see which of our AWS Regions to consider as your default core region and where you might leverage a satellite region for your media tier. See the core regions Genesys Cloud Voice services are delivered from natively. And feel free to use BYOC, too. Genesys Cloud currently supports 23 languages — with plans to add more.

The Americas

AWS Region

Genesys Cloud

Cloud Voice

Media tier

Core regions

US-East (N. Virginia)

^

Native + BYOC

^

US-East (Ohio)
only available for FedRAMP

^

BYOC

^

US-West (Oregon)

^

Native + BYOC

^

Canada (Central)

^

Native + BYOC

^

South America (São Paulo)

^

BYOC

^

Europe, Middle East and Africa

AWS Region

Genesys Cloud

Cloud Voice

Media tier

Core regions

Europe (Ireland)

^

Native + BYOC

^

Europe (Frankfurt)

^

Native + BYOC

^

Europe (London)

^

Native + BYOC

^

Europe (Zürich)

^

Native + BYOC

^

United Arab Emirates (Dubai)

^

BYOC

^

Satellite regions

Africa (Cape Town)

Not applicable

Not applicable

^

Europe (Paris)

Not applicable

Not applicable

^

Asia Pacific

AWS Region

Genesys Cloud

Cloud Voice

Media tier

Core regions

Asia Pacific (Sydney)

^

BYOC

^

Asia Pacific (Tokyo)

^

BYOC

^

Asia Pacific (Osaka)

^

BYOC

^

Asia Pacific (Seoul)

^

BYOC

^

Asia Pacific (Mumbai)

^

BYOC

^

Satellite regions

Asia Pacific (Jakarta)

Not applicable

Not applicable

^

Asia Pacific (Hong Kong)

Not applicable

Not applicable

^

Asia Pacific (Singapore)

Not applicable

Not applicable

^
smiling-man-laptop

99.996%

uptime — the most reliable customer experience (CX) solution on the market

Genesys, 2023

Stay resilient, clear and connected

Navigate a world of customer interactions with ease and assurance, thanks to the global availability of Genesys Cloud. Our vast network, spanning 15 core and five satellite media regions, ensures you’re always connected, with minimised latency and optimised service quality in over 105 countries. Built atop a resilient AWS cloud architecture and fortified by our innovative GMF, we deliver a robust, scalable solution that brings you and your customers closer — wherever in the world they may be. Your global reach is guaranteed with Genesys Cloud.

Choose the leading global experience platform

Trust Genesys Cloud for seamless, compliant and powerful CX management across the globe. Ensure that your interactions are secure, scalable and adhere to diverse regional regulatory environments, no matter where your operations extend.

Leverage a far-reaching global infrastructure

Empower your business with an infrastructure built atop AWS, spread across multiple independent AWS regions worldwide. Each region runs services in Active/Active/Active mode across a minimum of three AWS Availability Zones, with every zone consisting of discrete data centres, maximising fault tolerance and availability.

Benefit from unmatched global reach coupled with local presence, ensuring your operations are seamless, secure and always on, wherever you decide to operate. Redundancy, from power to backbone network connectivity, are inherent to the platform’s architecture, ensuring maximum uptime and operational continuity.

Optimise voice connectivity and minimise latency

Enjoy unparalleled flexibility in voice services with Genesys Cloud. Whether using Genesys Cloud Voice for secure and scalable cloud-based SIP trunking or leveraging our BYOC options, you can guarantee your voice services are both robust and tailored to your specific needs.

Our GMF provides a seamless cloud media fabric extending from core and satellite media regions worldwide, positioning real-time voice and video closer to agent and customer locations. This minimises latency for smooth customer interactions, while safeguarding your business communications and operations.

Uphold global security and compliance standards

Place trust in a platform that doesn’t just prioritise global security but also remains committed to regional compliance. Maintaining and growing our compliance portfolio ensures that Genesys is aligned with industry best practices, international standards and, where applicable, national legislation. Global and country specific standards include ISO 27001, SOC 2, AGID, C5, IRAP, FedRAMP, Cyber Essentials, GDPR and others.

Through the strength of a distributed cloud infrastructure built atop AWS, we’ve fortified security against an array of potential vulnerabilities. Genesys Cloud is built on stringent security assessments, continuous monitoring protocols and thorough authorisation measures. Global compliance certification and information security details are available on our trust site.

Harness an innovative cloud architecture

Simplify and innovate with our unified, modern cloud architecture that consolidates systems, minimises technical debt and accelerates your ability to create differentiated experiences. Built from the ground up on a microservices architecture, Genesys Cloud offers stateless object solutions to complex challenges.

With one platform and one codebase, you can foster innovation at speed and scale, propelling your contact centre’s capabilities into the future while reducing costs. Our microservices are scalable across thousands of servers in diverse AWS data centres, adapting seamlessly to varying loads using AWS Elastic Load Balancing and network load balancers.

Customers around the globe trust Genesys

We completely redesigned our call flows and rolled out a new global contact centre solution in just eight months — connecting 2,200 agents in 236 offices in 35 countries — a remarkable achievement that would have been unthinkable before.

— Jochen Hostalka, SVP IT, Siemens Healthineers

Read the story

Through strategic partnerships with Genesys and the implementation of cutting-edge solutions, Unisys has not only streamlined operations but also enhanced customer experiences on a global scale.

— Alan Shen, VP of Solution Portfolio and Development, DWS, Unisys

Read the story

See what else you can do with Genesys

Apps and Integrations

Cloud architecture

Cloud architecture and open platform

Development

Genesys Cloud™ Salesforce integration

Security and compliance

Explore all capabilities

Reach customers everywhere with global availability

Critical Capabilities for Contact Centre as a Service

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The Genesys Cloud Platform

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Customer Success

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Gartner Magic Quadrant for Contact Centre as a Service

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Orchestrate globally, engage locally

Navigate the demands of a global customer base with unparalleled global availability. Make sure that your contact centre remains resilient, fault-tolerant and highly scalable beyond the confines of a single data centre. Experience peace of mind knowing that our extensive global footprint offers robust data protection, high availability and consistent, high-quality service wherever your customers are. Book a demo now to explore how our worldwide infrastructure can anchor your global customer service operations with true reliability.

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Frequently asked questions

What is global customer support?

Global customer support refers to the provision of assistance and service to customers across different regions and time zones around the world. It is a vital aspect of businesses that operate internationally or have a global customer base.

With global customer support, companies ensure that their customers receive prompt and effective assistance regardless of their location. This includes providing multilingual support, 24/7 availability, and a comprehensive understanding of local cultures and market dynamics. By offering global customer support, businesses can enhance customer satisfaction, build strong relationships and ultimately drive success in the global marketplace.

What is a global experience platform?

A global experience (GX) platform, in the context of customer service, refers to a cloud-based software solution that is designed to improve the overall quality and satisfaction that customers receive when interacting with a business on a global scale. It encompasses various elements such as ease of communication, personalised service, cultural sensitivity and consistent delivery of support across different regions.

How does Genesys handle load balancing?

Genesys Cloud uses Elastic Load Balancing and network load balancers to distribute workloads evenly across servers, ensuring optimal resource utilisation and preventing server overloads. By auto-scaling, it adapts to traffic demands, guaranteeing stable, uninterrupted customer and agent experiences even during peak times.

What is a cloud media fabric?

A cloud media fabric, like the Global Media Fabric of Genesys Cloud, is an innovative technology that provides a cohesive, cloud-based media network spanning core and satellite media regions worldwide. This network ensures real-time media, such as voice and video, are kept near both agents and customers, minimising latency and enhancing communication quality by routing media through the optimal path in the fabric.

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About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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