Genesys Cloud™ Singapore Core Region is Coming

The full suite of Genesys Cloud CX services are deployed in “core regions.” A customer organisation’s home region is provisioned out of a core region. Each core region is associated with an AWS region. Customers select a default core region, often based on their organisation’s primary location, compliance requirements or proximity to employees and customers. User access is then routed to the URL that corresponds to that organisation’s home region.

A subset of Genesys Cloud CX services—primarily media tier services—are deployed in a satellite region. Satellite regions help to enhance quality and performance by keeping real-time media paths as local as possible. They can also help organisations with regulatory compliance—such as storing recordings within the local region.

Core and satellite regions reside in AWS Regions and span multiple AWS Availability Zones to provide maximum resiliency. Media processing services for voice and video — the “media tier” — can be deployed in either a core region or a satellite region. However, only core regions contain the full suite of Genesys Cloud CX services. So, while core regions can perform all the functions of a satellite region, the reverse does not hold true. Global Media Fabric enables multinational customers to serve their global customers more efficiently by utilising both core and satellite regions.

Genesys is committed to helping protect personal data privacy through strict data practices, built-in product controls, and transparent policies. Genesys Cloud privacy controls let customers configure data collection, retention, access, and use to align with their requirements. Genesys Cloud also maintains independent certifications and attestations, including ISO/IEC 27701, ISO/IEC 27018, and supports customer compliance with global privacy laws such as GDPR, LGPD, and CCPA.

At Genesys, we lead with value to help organisations unlock growth and operational resilience. With agentic AI at its core, Genesys Cloud is a complete experience orchestration platform that is open, unified and intelligent. It is built to scale with businesses across industries and geographies by helping them drive value, such as increased customer loyalty, employee productivity and operational efficiency.

A Leader in AI and Orchestration – the real-time, agentic AI orchestration layer for the enterprise that moves beyond automation

Complete Experience Platform – open, unified, intelligent connecting people, data and AI with ownership of the real-time conversation data and intent

AI purpose-built for experience – Tuned and trained for real business outcomes. Transparent, governed, and outcome-driven

Proven Partner for Experience Innovation – Decades of CX expertise with the world’s top enterprises

We design AI at Genesys with accountability as its core. Our commitment to AI transparency and governance is a foundational principle. Every product we build reflects that promise. We embed guardrails, clarity and control directly into the architecture, so businesses don’t have to bolt on compliance later.

Our products, for example AI Guides, provide boundaries that agentic AI must follow when creating, deploying, maintaining and scaling virtual agents in Genesys Cloud. The built-in guardrails help organisations to deploy more autonomous virtual agents and include automatic blocks for common risks like prompt injections and pre-set options for handling inappropriate language or tone. They define and set clear boundaries to control what AI can and cannot say or do. They also allow users to test AI behaviour in a safe environment before deployment.

AI Guides can be combined with deterministic methods of building AI making them adaptable for any industry. For example, a bank could use a Guide to help customers choose the right loan, while relying on deterministic logic to deliver legally required disclaimers word-for-word. This hybrid approach help ensure strict compliance where it’s needed and allows for flexibility where possible.