Genesys launches new cloud capabilities in India, IT News, ET CIO -

Genesys launches new cloud capabilities in India, IT News, ET CIO


Genesys, a cloud customer experience and contact centre solutions, provider is launching new capabilities for Genesys Cloud in India by enabling businesses to keep their interactions and data located within the country.

This is especially crucial for organisations in highly regulated industries with stringent compliance and security standards, such as healthcare, financial services and government, which often have data sovereignty requirements, according to the company release.

Genesys Cloud is compliant with Indian government regulations relating to local Private Branch Exchange (PBX) for domestic call ingress, no toll bypass, Call Detail Record (CDR) data and call recording to be stored and available in the country, thus allowing enterprises to handle all customer interactions originating from within the country and outside.

With the newest connection to the Amazon Web Services (AWS) Asia Pacific (Mumbai) Region, Genesys Cloud is now available in 10 AWS Regions globally.

Currently, Genesys offers a full-featured omnichannel engagement solution Genesys Engage in the market which enables highly sophisticated customer experience, superior choice and flexibility, and maximum control for organisations. In India, new Cloud and Subscription bookings increased by more than 120 per cent year over year during fiscal year 2021, and the company expects adoption of Genesys Cloud in India to accelerate with the local data storage option.

Now, with a local data centre, the company is positioned to help more organisations take advantage of the reliability and security of Genesys Cloud, an all-in-one solution and leading public cloud contact centre platform. Today, Genesys Cloud boasts 99.999 per cent uptime globally, and it is compliant with GDPR and certified for HIPAA, ISO27001, SOC-2 and PCI.

Commenting on the launch, Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud said, “We’re expanding Genesys Cloud capabilities in India to help more Indian businesses reap the maximum benefit of the ongoing global cloud revolution by delivering the right technology, innovation strategy and strategic partner ecosystem. We aim to put Genesys Cloud within reach for any organisation, enabling them to proactively understand and predict consumer behaviour for more effective and empathetic customer experiences.”





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