Genesys deepens commitment to Japan with the launch of second Genesys Cloud Region in Osaka

Genesys Cloud Services K.K. (Headquarters: Minato-ku, Tokyo; President: Paul Ito Ricci; hereafter: Genesys Japan), a global cloud leader in AI-powered experience orchestration, is expanding its presence in Japan with a second full-service Genesys Cloud ^® region in Osaka expected by the end of 2023. The new Osaka region will offer options for business continuity beyond the existing Tokyo region and provide enterprise customers with lower data latency across Western Japan. With this launch, Genesys will be one of the first global customer experience leaders to offer enterprises an all-in-one public cloud contact center platform with two regions in Japan.

Japanese organisations, including those in tightly regulated industries like the public sector, healthcare, and financial services, often have strict business continuity policies, with in-country geographic diversity that mandates physical distance between data centres. Using the Amazon Web Services (AWS) Asia Pacific (Osaka) Region Genesys will be able to provide the requisite geographical distance and separation necessary to significantly reduce the risk of a single event impacting the service in both Genesys Cloud Tokyo and Osaka regions. The Genesys Cloud region in Japan is highly resilient (100% availability for the past year) and can operate actively across three or more AWS Availability Zones simultaneously. Now with two core Genesys Cloud regions in Japan organisations will be able to meet business continuity requirements for even greater separation than a single core region can provide while ensuring their data residency, security, and privacy needs are met.

The expansion in Japan underlines the company’s commitment to Japanese enterprises and the heightened demand for Genesys Cloud services as evidenced by 35% Genesys Cloud year-over-year revenue growth for the second quarter of FY 2024 in Japan. This is across diverse industries, including over 250% year-over-year revenue growth from business services, nearly 200% year-over-year revenue growth from financial services, and over 125% year-over-year revenue growth from retail services. With the company’s use of the AWS Asia Pacific (Osaka) Region and upcoming satellite region in Singapore, Genesys Cloud will be available in 18 AWS regions, with additional global expansion underway to grow the platform’s already significant global footprint and investment in the Asia Pacific region.

Beyond business continuity, the second in-country Genesys Cloud core region in Osaka will empower organisations with artificial intelligence (AI)-powered experience orchestration capabilities to deliver empathetic, seamless and personalised experiences. Genesys has been supporting a significant number of clients across Japan, such as Askul, AstraZeneca, SBI Securities, NTT Docomo, Transcosmos and LIXIL, solidifying its position as a trusted partner in the region. Its recent collaboration with NTT Coms, one of Japan’s largest carriers, is another step towards ensuring the broadest reach of Genesys Cloud’s transformative solutions to an even wider spectrum of businesses. IDC has ranked Genesys #1 for 2022 market share in Japan’s contact center application market, with a 20.9% YoY growth and 24% market share based on 2022’s annual sales¹.

“With more than two decades of a longstanding commitment to Japan, the latest investment deepens our ability to address the needs of Japanese businesses seeking digital transformation and operational excellence. Our new Genesys Cloud Osaka region is a pivotal part of expanding our global footprint, emphasizing the company’s dedication to help organisations anywhere in the world orchestrate seamless, personalised and secure experiences for their customers,” said Olivier Jouve, Chief Product Officer of Genesys.

“The Japan market is ripe for cloud solutions that can be tailored to the unique demands of local businesses, especially in highly regulated sectors like Financial Services, Retail/eTail, Business Process Outsourcing (BPO) and Manufacturing. There is a growing need for them to build both efficiency and resiliency in the market owing to the strict disaster recovery policies. In addition to ensuring business stability, the Genesys Cloud Osaka region will enable organisations to optimize their business and orchestrate the customer experience across all touchpoints,” said Paul Ito Ricci, President of Genesys Japan.

“With the heightened demand for reliable cloud services, a new cloud region from Genesys can provide solutions to many enterprise conundrums – both from a service reliability and business continuity perspective. We foresee the availability of the Genesys Osaka region helping Japanese organisations digitally transform and enhance their customer and employee experience ecosystem in Japan,” said Krishna Baidya, Sr. Director, CX, ICT Practice, Frost & Sullivan.

“Business continuity is a fundamental element to ensuring a frictionless customer experience. The introduction of the Genesys Cloud Osaka Region signifies a pivotal advancement for us, given our extensive use of the cloud across the country. This allows us to seamlessly deliver customer service in our contact centers, allowing us to maintain consistent communication with our clients, even during unforeseen situations,” said Shusaku Ijiri, Head of the Information Systems Department at NTT Docomo.

“By working with AWS and Genesys Cloud, we’re committed to delivering high-quality system integration to our customers. The launch of this new Genesys region offers not only faster services for our customers in Western Japan but also empowers us to provide even more stable and reliable service. We’re excited about the potential of this launch and the capabilities it brings to further enhance customer experiences through data utilisation and digital transformation,” said Takanori Minatohara, Executive Managing Director of Enterprise Business Division & CPMO of CTC.

¹ IDC, Japan CRM Application Shares, 2022: Advancement of Digital CX with a Data-Driven Approach, Doc #JPE50537523, August 2023.

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 realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive and hyper-personalised 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 into 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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Manali Pattnaik

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