Genesys Announces First Middle East Genesys Cloud Region in the United Arab Emirates

Genesys Announces First Middle East Genesys Cloud Region in the United Arab Emirates

Genesys®, a global cloud leader in AI-powered experience orchestration, has announced the United Arab Emirates (UAE) as its latest full-service Genesys Cloud CX® region.

The launch means local businesses facing regulatory compliance and data residency obligations in the UAE and the Gulf Cooperation Council (GCC) will be able to keep their sensitive customer data located in the region while moving their contact centres to the cloud.

Through the use of the Amazon Web Services (AWS) Middle East (UAE) region, Genesys can soon help local and broader GCC businesses of all sizes and industries leverage the latest AI and digital innovations from Genesys Cloud CX. This will allow organizations to deliver faster, smarter, more personalised experiences for customers and employees without compromising security, compliance, and service level needs.

An in-country core region comes with the added advantage of being able to remove many of the data residency and latency obstacles that prevent premises-based installations from moving to the cloud. The Genesys full-service cloud region is particularly important to UAE businesses in highly regulated industries such as the public sector, healthcare, telecoms, and financial services, where data residency requirements are stringent. By having multiple layers of data safeguards and controls in place, the confidentiality, integrity, and availability of customer data can be maintained.

Foreign companies operating in the UAE face a complicated data protection landscape and rigid compliance requirements. The country has both onshore federal and offshore data protection laws, which are specific to the ‘free zones’ such as the Dubai International Financial Centre (DIFC), Abu Dhabi Global Market (ADGM), and Dubai Healthcare City (DHCC). These free zones operate under their own legal frameworks with specific data privacy and security regulations. With ever-multiplying laws, regulations and government policies that require digital information to be stored in a specific country, the location of data centres is increasingly critical.

Much of the company’s success in the UAE stems from a combination of its consultative approach and the power of its all-in-one customer experience solution that combines voice, digital and workforce engagement in one, easy-to-use platform.

“We have many high-profile UAE and GCC customers as well as numerous exciting opportunities for growth in the region, and our expanded cloud capability marks another major step forward in our continued investment in the region,” says Olivier Jouve, Chief Product Officer of Genesys.