Genesys, a global artificial intelligence (AI) cloud firm, has announced the launch of a new full-service Genesys Cloud core region in Singapore.
The firm said in a statement on Friday that this strategic investment will enable more businesses in Asia to accelerate their evolution to an agentic orchestration platform with secure, compliant operations.
Using the advanced AI capabilities of the Genesys Cloud platform, organizations will be able to drive customer loyalty and operational efficiency while supporting customers’ security and compliance obligations under laws including Singapore’s Personal Data Protection Act (PDPA).
By connecting to the Amazon Web Services (AWS) Asia Pacific (Singapore) Region, this new infrastructure will give organizations access to the latest Genesys Cloud agentic AI
innovations, enabling real-time experience intelligence across customer and employee journeys.
The full-service cloud region launch coincides with transforming customer service expectations across Asia.
According to the new Future of Customer Experience 2025 (Asia) study by Genesys, released on Friday, fast response and resolution (80 percent of respondents), along with friendly and helpful staff (75 percent of respondents) matter the most to consumers in Asia when interacting with brands.
At the same time, businesses in Malaysia are advancing from AI experimentation to large-scale deployment to meet evolving customer expectations.
The study shows 80 percent of Malaysian CX (customer experience) leaders have already deployed AI-powered chatbots or virtual agents, while half are piloting or deploying agent-assist tools to improve service efficiency.
Looking ahead, around 60 percent plan to invest in agentic AI systems to automate workflows and enhance customer experiences over the next 12 to 18 months.
“Agentic AI will continue to redefine how businesses operate and connect with their customers,
“The new Singapore core region will strengthen our ability to meet rising demand for the advanced AI capabilities of the Genesys Cloud platform across Asia, giving organizations a trusted foundation to deliver more intelligent, efficient, and personalized experiences that drive measurable business results,” said Olivier Jouve, Chief Product Officer, Genesys Cloud.
While 76 percent of consumers in Asia are comfortable to be serviced by AI agents, only 23 percent completely trust businesses to keep their personal information safe when contacting customer support.
78 percent of Singapore respondents indicating that they could feel more secure knowing their personal data is stored and processed in a Singapore-based data center.
These findings highlight a growing need for CX driven by innovation and speed, with a foundation in consumer privacy and trust.
Genesys research also shows that CX leaders cite regulatory complexity and compliance pressures (34 percent) and legacy systems (30 percent) as major barriers to improving CX delivery.
Thus, having access to the right data is critical for AI systems to deliver the best value while helping ensure the security, compliance and responsible use of data for AI applications.
“The new Singapore Cloud Region will bridge the gap between innovation and trust, and give businesses across Asia the ability to scale, stay compliant, and innovate with confidence,
“This investment will reinforce Genesys’ commitment to regional growth and support Singapore’s AI-first digital leadership aspirations,” said Mao Gen Foo, Vice President, Asia, Genesys.
“With in-country data residency, we will enable businesses, especially in regulated sectors, to adopt the cloud responsibly and harness innovations like agentic AI to drive customer loyalty and efficiency,” he added.
Meanwhile, Krishna Baidya, Senior Director, ICT Practice at Frost & Sullivan, said they are witnessing a defining moment for CX in Asia.
“Enterprises are moving beyond experimentation to embed AI at the core of customer engagement. The next wave of CX maturity will come from using cloud and agentic AI to personalize at scale and localize experiences,
“Those that balance intelligence with human insight will shape the future of CX in the region,” he added.
According to the statement, this investment will build on the company’s existing presence in Asia Pacific, which also includes full-service Genesys Cloud regions in Tokyo, Osaka, Sydney, Mumbai, and Seoul, and satellite connections in Hong Kong and Jakarta.
Genesys Cloud operate in 20 Amazon AWS Regions worldwide.
The firm surpassed $200 million in annual recurring revenue (ARR) across Asia Pacific in the second quarter of FY26, fueled by strong demand in the financial services industry, where ARR grew over 45 percent year over year regionally and over 60 percent year over year in Singapore.
Availability of the Genesys Cloud full-service cloud region in Singapore is expected by the end of November 2025.
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