Genesys®, a global cloud leader in experience orchestration, is expanding the global reachability of Genesys Cloud™ by adding three new satellite regions in Jakarta, Hong Kong, and Paris. The satellite region launch in Indonesia will enable businesses, especially in industries such as insurance, banking, and government, to improve service quality by keeping real-time media (voice) paths locally and addressing local compliance standards (regional recording storage).
According to IDC 1, the Asia/Pacific region had almost 11% of the worldwide revenue for contact centre applications in 2021 at $1.2 billion. With an anticipated compound annual growth rate of 12.5%, IDC forecasts the region’s revenues will grow to $2.2 billion in 2026. This new Genesys satellite region unlocks rapid expansion opportunities with existing multinational customers who have existing operations in or looking to enter regional markets.
The Genesys Cloud Global Media Fabric (GMF) provides a seamless cloud-based media fabric for global enterprises to utilize for improving real-time voice communications. Utilizing both core and satellite cloud regions, the Global Media Fabric enables multinational enterprises to reduce latency and ensure better quality customer interactions. Reduced network latency can make substantial impact on enhancing the user experience for customers and employees.
Olivier Jouve, Chief Product Officer, Genesys said, “Data residency requirements make it a complex process for many multinational organisations to gain the benefits of cloud contact centre infrastructure, enabling them to tap into faster innovation and additional flexibility and scalability. With these new satellite regions, Genesys has extended its global reach further and is making it easier for even more companies with distributed contact centres to provide secure, compliant and quality experiences for their customer and employee around the world.”
Building localised storage capabilities and greater resiliency for customers
To add more deployment flexibility for global organisations, Genesys also announced new regional call recording storage capability in Genesys Cloud. The new storage will help local businesses and organisations to secure call recordings according to local data residency regulations. With that, global customers now have the choice to centrally store call recordings within their Genesys Cloud home region or in the local region where the recording originated.
Assaf Tarnopolsky, Senior Vice President and General Manager, APAC at Genesys said, “With the launch of the satellite region multinational customers can now leverage new in-region reliability and security features of the all-in-one Genesys Cloud™ platform, thereby, providing higher-quality audio and more control over data residency, specifically for call recording storage. Global organisations can now power up to deliver competitively superior customer experiences and digitally transform — at any scale.”
Michele Gonata, Director at PT Phincon said, “The satellite region is a valuable commitment by Genesys to cater to the business and local regulatory needs in Indonesia. These new satellite regions will enable Genesys Cloud customers with the added benefits of local call recording storage, good voice quality and ease of set up without hardware, thus enabling them to swiftly deploy their contact centre offerings and orchestrate seamless and secure experiences for their customers.”
In addition to Indonesia, the new satellite regions recently launched are in Paris, France and Hong Kong, SAR. With these additions, Genesys Cloud now has 12 core regions and 4 satellite regions around the world strengthening Genesys’ position as the global cloud connector.
1IDC, Worldwide Contact Centre Applications Software Forecast, 2022-2026: The Transition Continues, #US49327222 July 2022
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/en-sg.
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Media Contact:
Manali Pattnaik
Director, APAC Communications, Genesys
manali.pattnaik@genesys.com
+65 – 8321 7924
