10/07/2026
Genesys®, a global leader in agentic orchestration for customer experience (CX), today announced that Genesys Cloud™ was added to the Cloud Service List under Japan’s Information system Security Management and Assessment Program (ISMAP) on Aug. 31, 2026.
ISMAP is a Japanese government program designed to ensure that cloud services meet the security standards required for government procurement. Cloud service providers undergo an audit by an ISMAP-registered assessment organization to evaluate their information security measures against ISMAP control criteria. Following a review by the ISMAP Steering Committee, services deemed eligible for registration are added to the ISMAP Cloud Service List. As a general rule, Japanese government agencies and related organizations procure cloud services from those included on the list.
Accelerating the Expansion of Secure, Agentic Orchestration for CX in Japan
Genesys Cloud is the agentic orchestration platform for CX, securely connecting AI, people, systems and data across the enterprise to understand customer intent and coordinate the right actions across interactions and workflows. Built-in governance, explainability and enterprise-grade guardrails provide organizations with a trusted foundation for scaling agentic AI while maintaining control, compliance and trust. The scope of the ISMAP listing includes Genesys Cloud voice and digital services, which support customer interactions across voice and digital channels. It also includes Genesys Cloud Workforce Engagement Management (WEM), which helps organizations improve employee engagement and contact center operational efficiency.
Genesys Cloud AI is also included in the scope, bringing together agentic, generative, conversational and predictive AI capabilities to help organizations automate, augment, personalize and optimize customer experiences. These capabilities include Genesys Cloud Agentic Virtual Agent, Agent Copilot and more. By bringing engagement, AI, journey management and workforce optimization together on a single platform, Genesys Cloud helps organizations reduce operational complexity while delivering more personalized experiences that strengthen customer loyalty.
This enables organizations to use not only traditional Contact Center as a Service (CCaaS) capabilities but also key Genesys Cloud services that support advanced, agentic CX transformation within the scope of the ISMAP listing. The listing covers both its Tokyo and Osaka core cloud regions. With two domestic regions included, customers in Japan have greater flexibility in designing and operating their cloud CX infrastructure while addressing security and compliance requirements, as well as business continuity and resilience considerations. Together, this broad service and regional coverage gives organizations in Japan greater confidence to adopt cloud and AI technologies and advance CX and digital transformation across the public and private sectors.
Paul Ito Ricci, President of Genesys Cloud Services K.K., said: “Security and trust are essential for customers in Japan as they advance cloud-based CX transformation. The ISMAP listing of Genesys Cloud marks an important step in further supporting cloud adoption not only in the public sector, but also among customers with stringent security requirements, including those in the financial services and telecommunications industries. By combining enterprise-grade security with built-in AI governance, we aim to help organizations innovate without sacrificing control or customer trust.
Genesys continues to strengthen its commitment to security and compliance in Japan, providing an environment in which customers can confidently deliver new AI-powered customer experiences.”
About ISMAP
ISMAP (Information system Security Management and Assessment Program) is the Japanese government’s security assessment program for cloud services. By evaluating and listing cloud services that meet government security requirements in advance, the program is intended to facilitate the smooth adoption of cloud services by government agencies and other public-sector organizations.
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
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Media Contacts
Manali Pattnaik
Senior Director APAC Communications, Genesys
Manali.Pattnaik@genesys.com
+65-83217924
